1. You can cancel anytime
You may cancel any subscription at any time from your account billing page or by emailing billing@ordalis.io. Cancellation takes effect at the end of your current billing period — you retain access to paid features until then.
2. Monthly plans
- Monthly fees are billed in advance and are non-refundable once the billing period begins.
- We do not pro-rate refunds for partial months.
- Downgrades take effect at the next billing cycle; credits are not issued for the difference in the current month.
3. Annual plans
- 14-day money-back window. If you cancel an annual plan within 14 days of the original purchase, we will refund the full amount paid, less any usage-based fees accrued during that window.
- After 14 days, annual plans are non-refundable. You retain full access until the end of the paid term.
- Mid-term upgrades from monthly to annual are pro-rated by Stripe; the 14-day window does not reset at upgrade.
4. Usage-based and overage charges
Fees for documents, pages, API calls, or storage consumed beyond your plan's allowance are metered and billed in arrears. Usage fees are not refundable once the corresponding work has been performed.
5. Enterprise agreements
Refund and cancellation terms for Enterprise customers are governed by the signed order form or Master Services Agreement. This policy applies only to the extent not in conflict with that agreement.
6. Service credits (SLA)
Service credits issued under the Service Level Agreement are applied to future invoices and are not convertible to cash, cheque, or refund. They are the exclusive remedy for uptime breaches.
7. Chargebacks
If you dispute a charge with your payment provider, we will investigate in good faith. Accounts with open chargebacks may have their access suspended until the dispute is resolved. Frivolous or repeated chargebacks may result in termination and recovery of fees plus reasonable costs.
8. Refunds in exceptional circumstances
Outside the windows above, we may, at our discretion, issue a partial or full refund when:
- An extended, confirmed Ordalis-side outage materially prevented use of the Service beyond what the SLA credits compensate.
- A billing error resulted in a charge for a plan or period you did not authorize.
- A deceased account holder's estate requests closure — surviving invoices may be refunded on request.
To request an exceptional refund, email billing@ordalis.io with your account email and a short description of the circumstances.
9. How refunds are paid
Approved refunds are issued to the original payment method via Stripe, typically within 5–10 business days. We do not issue refunds by cheque, wire, or to a different payment method.
10. Data after cancellation
Data retention and deletion after cancellation are governed by the Privacy Policy. By default, workspace data is retained for 30 days after cancellation for recovery purposes, then permanently deleted.
11. Contact
Billing questions: billing@ordalis.io
Mailing address: Ordalis LLC, 5693 Sierra Grande Drive, Taylorsville, Utah 84129, United States