On this page
Summary
- New paid subscriptions are eligible for a 30-day money-back guarantee.
- Partial billing periods are not pro-rated and not refundable.
- Accounts terminated for AUP violations are not refundable.
- To request a refund, email billing@orcaclient.com from the email tied to your account.
30-day money-back guarantee
If you upgrade to a paid Orca plan for the first time and you're not happy, you can ask for a refund within 30 days of the initial charge. We will refund the first billing cycle in full, no explanation needed.
The guarantee applies to the firstpaid subscription on a given Orca account. Reactivations and upgrades to a new tier after an account has already had any paid plan are not covered by the guarantee, but may qualify on a case-by-case basis — ask us.
What isn't refundable
- Partial billing periods. If you cancel mid-cycle, your plan stays active through the end of the current billing period and is not pro-rated.
- Renewals.Renewal charges after the first billing period are not refundable. Cancel before the renewal date if you don't want to be charged.
- AUP violations. Accounts suspended or terminated for violating our Acceptable Use Policy are not eligible for refunds.
- Chargebacks and abuse. Accounts with prior chargebacks, fraudulent payments, or evidence of refund abuse (repeatedly using the guarantee across accounts) are not eligible.
- Add-ons and one-time purchases. One-time purchases such as world-restore credits, expedited migrations, or custom support packages are non-refundable once delivered.
How to request a refund
- Email billing@orcaclient.com from the email address on your Orca account.
- Include the subject line "Refund Request" and tell us the date of the charge, the plan you're on, and (optional) what we could do better.
- We'll confirm receipt within 1 business day and process or follow up with questions.
Processing time
Approved refunds are issued to the original payment method. After we issue the refund, expect it to appear on your statement in 5 to 10 business days. The exact timing depends on your bank or card issuer. After the refund is issued, your paid plan is canceled and your account is reverted to the free tier.
Chargebacks and disputes
If you have a problem with a charge, please contact us first — we will almost always resolve it faster than your bank can. Filing a chargeback with your bank without contacting us first may result in your account being suspended while the dispute is investigated. Once the dispute is resolved, the account may be reinstated, kept suspended, or permanently terminated, depending on the outcome and circumstances.
Contact
Billing questions: billing@orcaclient.com. General questions about the service: hello@orcaclient.com.