Refunds & Cancellation

Effective: —

We want every client to feel the price was fair. This policy explains when we refund, how to cancel and what happens afterward. It is part of our Terms of Service.

Setup fee

Full refund within 7 days. If you ask within 7 days of paying and before we deliver your first preview, we refund the setup fee in full.
After your first preview. Once we have delivered your first preview, the setup fee is not refundable, because the work has been done.
If we can't deliver. If we are unable to deliver your Showroom for reasons on our side, we refund the setup fee in full.

Plan fees

Monthly plans. Each monthly fee covers the month that has started and is not refundable. Cancel any time to stop future charges.
Annual plans. The first annual fee is not refundable once your Showroom is live. If you cancel within 14 days after an annual renewal charge and have not requested changes since that renewal, we refund that renewal in full.
We do not give partial refunds for unused days, except as described here or where required by law.

Add-ons and domains

Rush builds, retouching and extra change rounds are not refundable once the work has started. Domain registration fees are paid to the registrar and cannot be refunded.

How to cancel

Open the billing portal from the link in any receipt, or from the footer of orbitrine.com.
Enter the email you used to pay; Stripe will email you a secure link.
Choose Cancel plan.

You can also cancel by emailing service@orbitrine.com from the email address on your account. Cancellation takes effect at the end of the period you have already paid for. Your Showroom stays live until then, and then it goes offline.

After you cancel

Your domain stays yours. We will help you transfer it if you wish.
If you ask within 30 days, we will send you your photos, texts and item data.
You can come back later. If we still have your materials, we will restore your Showroom without a new setup fee within 90 days of cancellation.

Founding clients

Founding-client pricing includes a 6-month minimum. If a monthly plan with founding-client pricing is cancelled before 6 monthly fees have been paid, we may charge the difference between the regular setup fee and the discounted setup fee you paid.

Failed payments

If a renewal payment fails, Stripe will retry it and email you a link to update your card. If the payment is still unpaid after the retry period, we may pause your Showroom until it is paid. Once it is, we restore it.

How refunds are paid

Refunds go back to the original payment method through Stripe. They usually appear within 5 to 10 business days, depending on your bank. If you have a problem with a charge, please write to us first; we can usually solve it faster than a dispute with your bank.