Refund Policy Consumer Protection
Effective Date: 25 August 2026 | Version 1.0
This policy explains when and how you may request a refund for Orbio subscriptions and services. It is issued in compliance with the Electronic Communications and Transactions Act 25 of 2002 ("ECT"), the Consumer Protection Act 68 of 2008 ("CPA"), and the Protection of Personal Information Act 4 of 2013 ("POPIA").
1. Cooling-Off Period
In accordance with Section 43 of the ECT Act and Section 16 of the CPA, you are entitled to a 7-day cooling-off period from the date of your initial subscription purchase. During this period:
- You may cancel your subscription and receive a full refund of the amount paid
- No reason is required for cancellation within the cooling-off period
- The cooling-off period applies to the first payment only — renewal payments are governed separately
- To exercise this right, you must notify Orbio in writing within 7 calendar days of the original transaction date
2. Refund Eligibility
You may be eligible for a refund if any of the following conditions are met:
| Condition | Details |
|---|
| Service not delivered | You paid for a subscription but the service was never activated or made available to you |
| Defective service | The service is materially defective and cannot be remedied within a reasonable time, and you have reported the issue through our support channels |
| Billing error | You were charged incorrectly due to a system error (e.g., duplicate charge, incorrect amount, charge after successful cancellation) |
| Cooling-off cancellation | You cancel within the 7-day cooling-off period as described in Section 1 |
3. Non-Refundable Items
The following are not eligible for refund:
- Partial usage periods — If you have used the service for part of a billing period after the cooling-off period has expired, that portion is non-refundable
- Setup fees — One-time setup, configuration, or onboarding fees are non-refundable once work has commenced
- Annual subscriptions after 30 days — Beyond the cooling-off period, annual subscriptions are non-refundable unless the service is materially defective and unremedied
- Add-on services — Third-party integrations, custom development, or professional services engaged through Orbio
- Violations of Terms of Service — Subscriptions terminated due to breach of our Terms of Service are not eligible for refund
4. Refund Processing
All eligible refunds are processed as follows:
- Processing time: Refunds will be processed within 15 business days of approval
- Refund method: Refunds are issued to the original payment method (PayFast) or via EFT to the bank account on file
- Confirmation: You will receive an email confirmation when your refund has been processed
- Currency: All refunds are issued in South African Rand (ZAR)
- Fee deductions: PayFast transaction fees incurred during the original payment may be deducted from the refund amount
5. How to Request a Refund
To request a refund, you may use either of the following methods:
6. Dispute Resolution
If your refund request is denied and you believe the denial is unjustified, you may escalate through the following channels:
- Internal appeal: Email billing@orbio.africa with a written appeal. Appeals are reviewed within 10 business days by a senior staff member not involved in the original decision.
- National Consumer Protector (NCP): You may lodge a complaint with the National Consumer Commission under the Consumer Protection Act:
- National Credit Regulator (NCR): If the dispute relates to credit agreements, you may contact the NCR at www.ncr.org.za or call 0860 627 627.
- Information Regulator: For disputes relating to personal information processing, you may contact the Information Regulator at www.inforegulator.org.za.
- Court proceedings: Nothing in this policy limits your right to approach a court of competent jurisdiction.
7. Chargebacks
If you initiate a chargeback or payment dispute through your bank or payment provider:
- Orbio will provide evidence of service delivery and terms acceptance to the payment processor
- Chargebacks filed without first contacting Orbio to resolve the issue may result in account suspension
- Frivolous or fraudulent chargebacks may result in permanent account termination and recovery of associated costs
8. Free Trials
If you are on a free trial period:
- No payment has been collected, so no refund is applicable
- If you are converted to a paid plan and wish to cancel, the 7-day cooling-off period applies from the date of your first payment
9. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be notified via email and the updated policy will be published on this page. Your continued use of the service after changes take effect constitutes acceptance of the updated policy.
10. Contact Us