Refund Policy

All fees are final and non refundable. This applies to subscriptions, annual plans, extra seats, and usage charges, whether the period was used in full, in part, or not at all.

You can cancel at any time. The plan then runs to the end of the period you paid for, and nothing further is charged. Nothing is deleted early because you cancelled.

1. The rule

Once a payment succeeds, it is not returned. We do not refund:

Unused time on a monthly or annual plan, including when you cancel part way through a period.
A plan or seat purchase you later regret, or a plan that turned out not to fit your needs.
A renewal you forgot to cancel. The renewal stands, and you can cancel the next one.
Usage charges for events we actually received, including a traffic spike from a misconfigured provider or a retry loop on your side. Each Leak Alarm finding and each tripwire hit counts as an event.
Time lost to a key revoke or table lock that you allowed and did not cancel in the ten minute window.
Time lost to your own destination being down, misconfigured, or rejecting deliveries. Storage and retries were still performed.
Downgrades. You keep the higher plan until the period ends, and no money is paid out or credited for the difference (see section 7).
Accounts suspended or terminated for breach of the acceptable use rules.
Beta or preview features, which are provided as they are.

Missed availability is handled by service credit, never by cash. See section 9 of the Terms of Service.

2. Why there are no refunds

The service consumes infrastructure the moment it is used. An event received is stored, queued, delivered, retried, and held for your retention window, and that work cannot be returned once done. The free plan exists so you can test the service properly, with real traffic from a real provider, before paying anything. Because that trial has no time limit, paid periods are sold as used, not as a trial you might want to unwind.

Pricing is set on that basis. A no refund rule is what keeps the entry price at 20 United States dollars a month.

3. Dodo Payments is the merchant of record

Payments are processed by Dodo Payments as merchant of record. In practice:

Dodo Payments, not ShellOrbit, is the seller for the transaction. Your statement shows Dodo Payments or a descriptor it supplies.
Dodo Payments holds your payment instrument. We never see full card details.
Dodo Payments collects sales tax, VAT, or GST where local rules require it and remits it to the authority.
Dodo Payments’ own buyer terms apply to the transaction alongside this policy. Where the law requires a refund, Dodo Payments and we will follow the law.

Because we are not the seller, a bank dispute routed around us cannot be resolved faster than a message to us. Email billing@shellorbit.com first.

4. Billing corrections

A billing correction is not a refund. It returns money that should never have been taken, and it is the only case in which we send money back for a charge we sent you.

Duplicate charge. Two charges for the same period. The duplicate is returned in full.
Error on our side. Metering counted events that were not yours, a rate was applied incorrectly, or a cancellation we confirmed did not take effect before a renewal. We correct the invoice and return the difference.

Send the request to billing@shellorbit.com within 60 days of the charge, with the invoice reference. We answer within 5 business days. A valid charge for service you received is not a billing error.

5. Rights we do not override

Nothing in this policy removes a right you have by law.

European Economic Area and United Kingdom consumers. Where you buy as a consumer rather than for business purposes, you normally have 14 days to withdraw from a distance contract. For a digital service that begins immediately, that right ends once performance has started with your acknowledgement, which is what happens when you activate a paid plan and events start flowing. If you have not used the paid plan at all within those 14 days, tell us and we will arrange the return of that payment.
Australia. Nothing here excludes a consumer guarantee under the Australian Consumer Law.
Elsewhere. Where local consumer law gives a right to a refund that cannot be waived, that right applies and this policy yields to it.

Most ShellOrbit customers buy for business use, in which case consumer withdrawal rights generally do not apply.

Contractual exception. If you object to a new subprocessor on reasonable data protection grounds and we cannot offer an alternative, the data processing addendum entitles you to terminate the affected part of the service and receive a pro rata return of prepaid fees for the unused remainder of the term.

6. Cancellation

Cancel from the dashboard at any time. There is no cancellation fee and no need to email anyone.

The plan stays active until the end of the paid period, and then stops. No further payment is taken.
When the plan ends, the account moves to the free plan if it fits inside the free limits.
Stored events remain available for their retention window and for the 30 day export period described in the Terms of Service, then are deleted.
Export what you need through the API before that window closes. We do not restore deleted data.

7. Plan changes

Upgrading takes effect immediately and starts a new billing period on the day you make it. The unused value of your current plan is applied against the new plan, and Dodo Payments charges the difference, with tax where it applies.

Downgrading is scheduled, not immediate. You paid for your current plan until the end of the period, so you keep it, with its limits and retention, until that date. On the renewal date your plan changes to the lower one, and the lower price applies from then. Nothing is charged, refunded, or credited when you schedule a downgrade. You confirm it in the dashboard before it is scheduled, and you can cancel it at any time before it takes effect by choosing to keep your current plan.

Moving to a shorter cycle. Changing from an annual to a monthly plan is a downgrade and follows the same rule: the annual period you paid for runs to its end.
Moving to the free plan. Cancel the subscription. It works the same way, with the paid plan running to the end of the period.
Free trial. If you cancel before a free trial ends, no payment is ever taken. After the first payment, the no refund rule applies.
Retention and limits. Limits that are lower on the new plan apply on the date it takes effect, which can make older events age out that day. Export first if you need them.
Seats. An extra seat is charged for the remainder of the current period when you add it, and renews with the plan. Seats cannot be added while a downgrade is scheduled.

The dashboard shows the plan, the cycle, and the date a scheduled change takes effect.

8. Chargebacks

Filing a chargeback instead of contacting us costs both sides money and gets you an answer more slowly. Accounts with an open chargeback are suspended until it is resolved, because the payment for the period is in dispute. If you believe a charge is wrong, email billing@shellorbit.com with the invoice reference and we will review the metering record with you.

9. Taxes

Prices are in United States dollars and exclude tax. Dodo Payments adds sales tax, VAT, or GST at checkout where it applies, and shows it on your invoice. When we return money under section 4 or section 5, the tax portion is returned with it. Tax already remitted to an authority is returned on Dodo Payments’ schedule for that jurisdiction, which can take longer than the base amount.

10. Changes to this policy

We publish the effective date at the top of this page. A change applies to charges made after that date, never retroactively to a charge you have already paid. For a material change we give at least 30 days notice by email.

11. Contact

Billing questions and correction requests: billing@shellorbit.com
Everything else: support@shellorbit.com