Clear rules for changing your mind.

1. Pilots and projects

• Before work starts. You may cancel within 7 days of paying a deposit, provided we have not yet begun work, for a full refund.
• After work starts. You may cancel at any time on written notice. You pay for work completed and accepted, plus non-recoverable costs we have committed to for the engagement. Any deposit paid beyond that amount is refunded.
• If we fail to deliver. If a milestone is not delivered to its acceptance criteria and we cannot correct it within the period in the Statement of Work, you may reject that milestone and receive a refund of fees paid for it.

2. Managed services

• Retainers are billed monthly in advance. You may cancel with 30 days' written notice; the service ends at the close of the notice period and no further fees are due.
• Fees for a month already started are not refundable, except where we materially failed to meet the agreed service levels, in which case the service credits in your agreement apply.

3. Kepler subscriptions

• 14-day guarantee. If you are not satisfied within 14 days of first activation of a new subscription, tell us and we will refund the first payment in full.
• Monthly plans. Cancel at any time; the subscription remains active until the end of the paid month and does not renew. No partial-month refunds.
• Annual plans. Cancel at any time; the subscription remains active until the end of the paid year. Annual fees are not refunded after the 14-day guarantee, except where we discontinue the service, in which case unused months are refunded pro rata.

4. Duplicate or mistaken payments

If you are charged twice, or pay the wrong amount, contact us within 30 days and we will refund the difference in full.

5. How to request a refund or cancel

Email support@orbitstackglobal.com from the address on your account or invoice, quoting the invoice or subscription reference. We acknowledge every request within 2 working days and confirm the outcome within 7 working days.

6. How refunds are paid

• Refunds go back to the original payment method. Card and mobile money refunds are issued through Paystack; bank transfers are refunded to the originating account.
• We issue approved refunds within 7 working days. Depending on your bank or mobile money provider, the funds may take a further 5 to 10 working days to appear.
• Refunds are made in the currency of the original payment. We do not compensate for exchange rate movements or third-party fees.

7. Chargebacks

Please contact us before raising a dispute with your bank. We resolve genuine issues quickly, and a chargeback on a payment for work already delivered may lead us to suspend services while it is investigated.