1. Introduction
At Orfolio, we strive to provide exceptional service and value to all our subscribers. This Refund Policy outlines the circumstances under which refunds are available, the process for requesting a refund, and the timeframes for processing.
By subscribing to Orfolio's paid plans, you acknowledge and agree to the terms outlined in this policy.
2. Eligible Products and Services
Refunds may be considered for the following Orfolio subscription plans:
- Monthly Subscriptions: Paid on a recurring monthly basis.
- Annual Subscriptions: Paid annually in advance.
- Premium Features: Add-ons and upgrades purchased as part of a subscription.
Refunds are evaluated on a case-by-case basis and must meet the eligibility criteria outlined below.
3. Refund Eligibility Criteria
To qualify for a refund, the following conditions must be met:
3.1 Unused Services
Refunds are only available if the purchased subscription plan or service has not been actively used for:
- Website hosting or publishing.
- AI-powered content generation or design tools.
- Template downloads or customization.
- Any other premium features included in the subscription.
If you have created, published, or hosted websites using Orfolio's services, you are not eligible for a refund.
3.2 Timeframe for Refund Requests
Refund requests must be submitted within 48 hours of the original purchase date. Requests submitted after this period will not be considered unless exceptional circumstances apply.
3.3 Valid Reasons for Refund
Refund requests are typically approved for the following reasons:
- Accidental or duplicate purchase (e.g., charged twice for the same subscription).
- Technical issues preventing access to the service that were not resolved by our support team within 48 hours.
- Billing errors (e.g., incorrect plan charged, unauthorized transaction).
4. Non-Eligible Cases
Refunds will not be issued in the following situations:
- Full Service Usage: The subscription plan has been actively used for hosting, website generation, or other premium features.
- Change of Mind: Refunds are not provided simply because you changed your mind after purchase or found an alternative service.
- Abuse or Violation: Accounts suspended or terminated due to violation of our Terms and Conditions.
- Expired Timeframe: Refund requests submitted more than 48 hours after purchase.
- Partial Usage: Even minimal use of premium features (e.g., generating one page, uploading assets) disqualifies the subscription from refund eligibility.
5. How to Request a Refund
To request a refund, please follow these steps:
5.1 Contact Support
Submit a refund request via one of the following methods:
- Email: Send a detailed refund request to contact@orfolio.com.
- Support Ticket: Create a ticket through your admin dashboard under the "Support" section.
5.2 Required Information
Your refund request must include the following details:
- Full name and registered email address.
- Subscription plan purchased and date of transaction.
- Transaction ID or invoice number (available in your account billing section).
- Detailed explanation of why you are requesting a refund.
5.3 Verification and Review
Our support team will review your request and verify:
- Whether the subscription has been used for hosting, generation, or other services.
- Whether the request was submitted within the 48-hour eligibility window.
- Whether the reason provided meets our refund criteria.
You will receive a response within 2 to 3 business days confirming approval or denial of your refund request.
6. Refund Processing and Payment Methods
Once your refund request is approved, the refund will be processed through the original payment method used at the time of purchase.
6.1 Payment Methods
Orfolio processes payments and refunds through Stripe, which supports the following payment methods:
- Credit cards (Visa, MasterCard, American Express).
- Debit cards.
- Other payment services linked to Stripe (e.g., Apple Pay, Google Pay).
6.2 Refund Timeline
After approval, refunds are processed within 5 to 10 business days. The exact timeframe depends on:
- Your financial institution's processing times.
- The payment method used (credit cards may take longer than debit cards).
- Stripe's internal processing requirements.
You will receive an email confirmation once the refund has been initiated. If you do not see the refund in your account after 10 business days, please contact your bank or payment provider.
7. Recurring Subscriptions and Automatic Renewal
Orfolio subscriptions are set to renew automatically at the end of each billing cycle (monthly or annually).
7.1 Cancellation Before Renewal
To avoid being charged for the next billing period:
- Cancel your subscription before the renewal date through your account settings.
- You will retain access to premium features until the end of the current billing period.
- No refunds will be issued for partial months or unused time after cancellation.
7.2 No Refunds for Renewed Subscriptions
Once a subscription has automatically renewed, the new billing period is considered active, and refunds are generally not available unless the charge was made in error or you did not use any services during the renewed period.
8. Non-Refundable Fees
Certain fees and charges are non-refundable under any circumstances:
- Service Fees: Processing fees charged by Stripe or other payment providers are non-refundable.
- Taxes: Applicable sales taxes (GST, QST, HST) are non-refundable unless required by law.
- Domain Registration: Third-party domain registration fees (if applicable) are non-refundable as they are processed by external registrars.
- Add-Ons: One-time purchases such as premium templates or plugins are non-refundable once downloaded or activated.
9. Chargebacks and Disputes
If you initiate a chargeback or payment dispute with your bank or credit card company without first contacting Orfolio, your account may be suspended or terminated immediately pending resolution.
We strongly encourage you to contact our support team at contact@orfolio.com before initiating a chargeback, as most issues can be resolved quickly and amicably.
Accounts suspended due to chargebacks may only be reinstated after the dispute is withdrawn or resolved in Orfolio's favor.
10. Modifications to Refund Policy
Orfolio reserves the right to update or modify this Refund Policy at any time to reflect changes in our services, pricing, or legal requirements.
Users will be notified of significant changes via email or through in-platform notifications. The "Last updated" date at the bottom of this page reflects the most recent revision.
Continued use of Orfolio following such changes constitutes acceptance of the revised Refund Policy.
11. Contact Information
For questions, concerns, or assistance with refund requests, please contact:
Studio Orfolio Inc. – Billing Support
Montréal, QC, Canada
Email: contact@orfolio.com
Support Portal: Available in your admin dashboard