Refund & Cancellation

Overview

This Refund & Cancellation Policy governs all monetary transactions between you and Orbit Technologies Pvt. Ltd. ("StatusOrbit") in relation to the StatusOrbit monitoring platform. It forms part of our broader Terms & Conditions and should be read alongside them.

We designed our billing model to be straightforward and fair: you pay monthly, you get full value for the month you've paid for, and you are never locked in. If something goes wrong in the first week, we'll refund you in full. If you cancel after that, you keep everything you've paid for until the period ends.

Our Plans & Billing Cycle

All paid plans are billed monthly in advance on the date you first subscribed. Subscriptions renew automatically unless cancelled before the renewal date.

Payment is processed at the start of each billing period. If a payment fails, StatusOrbit will retry the charge on days 3, 5, and 7. If the payment remains unsuccessful after the 7-day grace period, the account will be automatically downgraded to the Free plan. Your monitor configurations will be preserved during the grace period.

7-Day Refund Guarantee

We offer a full, no-questions-asked refund on your first payment for any paid plan if requested within 7 calendar days of the charge date. This applies to both the Premium and Gold plans.

The 7-day window applies to:

• First-time Premium subscribers who paid within the past 7 calendar days
• First-time Gold subscribers who paid within the past 7 calendar days
• Users upgrading from Free to any paid plan for the first time — the 7-day clock starts from the upgrade payment date

The 7-day guarantee does not apply to:

• Renewal charges (second month onwards) — only the first payment per plan qualifies
• Upgrades between paid plans (e.g. Premium → Gold) after the initial 7 days
• Accounts that have previously received a refund under this guarantee
• Accounts suspended for violation of the Acceptable Use Policy

Refund Eligibility Matrix

Use the table below to quickly determine whether your situation qualifies for a refund, credit, or neither.

Non-Refundable Situations

The following situations are explicitly non-refundable under this policy. We state them clearly so there are no surprises.

• Renewal payments beyond the 7-day window. Once a renewal has processed and more than 7 days have passed since your very first payment, that cycle is non-refundable. Cancel before your renewal date to avoid the next charge.
• Partial months or unused features. We do not prorate refunds for unused time within a paid billing period. If you cancel on day 10 of a 30-day cycle, you retain access for the remaining 20 days but receive no refund for that time.
• Plan upgrade differences. If you upgrade from Premium to Gold mid-cycle, you are charged the Gold rate immediately and the remaining Premium days are prorated toward Gold. This difference is non-refundable.
• Accounts terminated for policy violations. If your account is suspended or terminated due to a breach of our Acceptable Use Policy or other Terms, no refund will be issued for any remaining subscription period.
• Monitors experiencing external downtime. Refunds are not issued because a monitored endpoint experienced downtime. StatusOrbit monitors your infrastructure — it does not guarantee your infrastructure's availability.
• Feature requests not yet built. If you subscribed based on expected features that are on our roadmap but not yet live, that does not constitute grounds for a refund beyond the initial 7-day window.

How to Request a Refund

Refund requests must be submitted via email or through the contact form. We do not accept refund requests via Slack, Twitter, or in-app chat.

Refund Processing & Timeline

All refunds are processed through Stripe, our payment processor. Once a refund is approved and initiated on our end, the funds are released immediately to Stripe — however, how quickly they reach your account depends on your card issuer and bank.

Plan Upgrades & Downgrades

Upgrading (Premium → Gold)

When you upgrade from Premium to Gold, the change takes effect immediately. You are charged a prorated amount for the Gold plan for the remainder of your current billing cycle, and the Premium amount you already paid is credited toward the new Gold charge. Starting from your next billing cycle, you'll be charged the full Gold rate ($21/mo).

Downgrading (Gold → Premium or any plan → Free)

When you downgrade, the lower plan takes effect at the start of your next billing cycle. You will retain full access to your current higher plan until that date. No refund or credit is issued for the difference between plans during the current cycle.

When downgrading to the Free plan, monitors exceeding the Free plan limit of 10 will be paused (not deleted) at the end of your billing period. You can choose which monitors to keep active, or they will be paused in the order they were created.

How to Cancel

Cancellation is self-serve and takes under a minute. You do not need to contact support to cancel — everything is available inside your dashboard.

After Cancellation

Cancellation does not mean immediate loss of access. Here is exactly what happens after you cancel, at each stage:

Reactivating an Account

You can resubscribe to any paid plan at any time after cancellation. Reactivation is instant — your previous monitor configurations (for monitors within the new plan's limit) are preserved and resume checking immediately upon reactivation.

• All previously configured monitors are preserved in your account, even while on the Free plan
• Monitors that were paused due to exceeding the Free plan limit will be automatically resumed upon reactivation to a paid plan
• Alert channels (Slack, webhook) previously configured are still saved and will resume upon reactivation
• Historical data from before your cancellation is not restored — only data accumulated from the reactivation date onward is available
• Reactivation does not reset the 7-day refund eligibility — the guarantee applies only to your very first payment per plan type

Free Plan Users

The Free plan is available indefinitely at no cost and requires no payment method on file. As there is no charge, there is nothing to refund, and no cancellation process is required.

If you simply wish to stop using StatusOrbit on the Free plan, you can:

• Do nothing — your account and monitors remain inactive. After 12 months of inactivity, we may delete the account with 30 days' advance notice.
• Delete your account — go to Settings → Account → Delete Account. This permanently removes all your monitors, history, and personal data within 30 days.

SLA Credits

StatusOrbit commits to 99.9% monthly uptime for our monitoring infrastructure on paid plans. If we fall short of this commitment in any calendar month, affected paid subscribers are entitled to a pro-rated service credit.

SLA credits are not cash refunds — they are applied as account credits to offset your next invoice. To request an SLA credit, email support@statusorbit.com within 30 days of the affected month, with "SLA Credit Request" in the subject line. Our infrastructure status history is available at status.statusorbit.com.

Disputes & Chargebacks

We strongly encourage you to contact us before initiating a dispute or chargeback with your bank or card issuer. Our billing team resolves most issues within 4 business hours — far faster than a bank dispute timeline of 30–90 days.

If you initiate a chargeback without contacting us:

• Your account will be immediately suspended pending review of the dispute
• Access to all monitoring features, alert history, and the dashboard will be restricted
• We will submit evidence to the payment network demonstrating the charge was legitimate and that no prior contact was made requesting a refund
• If the chargeback is resolved in our favour, a chargeback processing fee of $15 (charged by Stripe to us) may be passed on to you before account reactivation

If you believe you were charged in error, please always contact support@statusorbit.com first. We are genuinely motivated to resolve billing issues fairly and quickly — disputing via your bank is worse for both sides.

Contact Billing Support

For all billing, refund, and cancellation matters, the fastest way to reach us is email. We do not handle billing issues via Slack or social media DMs.

• Refund requests:  support@statusorbit.com — Subject: Refund Request — [your email]
• Billing queries & invoices:  support@statusorbit.com
• SLA credit requests:  support@statusorbit.com — Subject: SLA Credit Request — [month]
• General support & contact form:  statusorbit.com/contact
• Business hours:  Monday – Friday, 9:00 AM – 7:00 PM IST. Replies within 4 business hours during these hours.
• Postal address:  Orbit Technologies Pvt. Ltd., 4th Floor, Prestige Tech Park, Outer Ring Road, Bengaluru 560103, Karnataka, India