Refund Policy

Applies to all new paid Subscriptions to the Ordo Service.

#The promise, in one paragraph

If Customer signs up for a paid Ordo plan and decides within the first fourteen (14) days that Ordo is not right for the business, Customer can cancel and receive a full refund of the first Billing Period's subscription fee. No questions asked, no fair-use cap, no overage deductions on the base fee. This applies once, per Customer, on the first paid subscription.

#Who qualifies

The 14-day money-back guarantee is available to any Customer who:

• signs up for a paid plan directly at app.useordo.org (or via a link from useordo.org),
• has not previously subscribed to Ordo under the same business, brand, or billing entity, and
• requests the refund within fourteen (14) calendar days of the first successful charge for the Subscription.

If Customer previously cancelled during a 14-day window and later signs up again, the guarantee does not apply to the second signup.

#What is refunded

• Refunded: the full subscription fee actually charged for the first Billing Period, in the currency it was charged (Canadian dollars for Canadian customers, or the currency shown on the checkout page).
• Not refunded: taxes remitted to a tax authority that cannot be reclaimed, and any third-party fees Customer paid outside Ordo (for example, a porting fee paid to another carrier before switching to Ordo).

If Customer prepaid for multiple months (for example on an annual plan, if offered at time of signup), the refund covers the full first month plus a pro-rated refund for any additional unused months.

#How to request a refund

Send an email to billing@useordo.org from the email address on the Ordo account, within fourteen (14) days of the first successful charge. Include:

• the account name or business name, and
• one sentence indicating that a refund under the 14-day guarantee is being requested.

That's enough. No form, no phone call, no explanation required.

Ordo will:

• confirm receipt within one (1) business day,
• cancel the Subscription immediately (so no further charges are made),
• process the refund to the original payment method within seven (7) business days of confirming receipt, and
• send an email confirming the refund is issued.

Depending on the payment processor and issuing bank, funds typically appear in Customer's account within three (3) to ten (10) business days after the refund is issued.

#After the 14-day window

Once the 14-day window closes, the guarantee no longer applies. Customer may still cancel at any time from the dashboard, but fees already paid for the current or prior Billing Periods are not refundable except in the limited circumstances below.

Ordo may issue a discretionary refund or credit outside the 14-day window if:

• a documented Ordo service outage caused Customer to be unable to use a substantial portion of the Billing Period, and Customer notifies Ordo within thirty (30) days of the outage;
• Customer was charged in error (for example, a duplicate charge, or a charge after a confirmed cancellation);
• applicable law requires a refund.

#Interaction with other terms

This Refund Policy is part of, and incorporated into, the Terms of Service. Where this Policy is silent, the Terms of Service apply.

Nothing in this Refund Policy limits any right Customer has under mandatory Canadian federal law, or any equivalent mandatory law of Customer's home jurisdiction that cannot be excluded by contract.

#Contact

Refund requests and questions about this Policy: billing@useordo.org.