Refund Policy

Effective Date: November 1, 2026 · Last Updated: November 1, 2026

 

1. Introduction

 

This Refund & Cancellation Policy applies to digital software access purchased from Orbitex Sync, operated by Orbitex FZE LLC, registered in SPC Free Zone, Sharjah, United Arab Emirates.

 

Company Details

• Legal Entity: Orbitex FZE LLC

• Trade License Number: 4431897

• Website: https://orbitex-sync.com

• Customer Support: info@orbitex-sync.com

We aim to provide clear, fair, and transparent refund procedures for customers purchasing our digital services.

This Policy should be read together with our Terms & Conditions and does not limit mandatory consumer rights under applicable law.

 

2. Nature of the Service

 

Orbitex Sync provides access to digital business software.

The platform may include invoice tracking, marketing analytics, business reporting, and related software functionality.

Access is provided electronically and does not involve physical shipping or delivery.

Each purchase covers the digital access period and features disclosed at checkout.

 

3. Seven-Day First-Purchase Refund Policy

 

Customers may request a refund within seven (7) calendar days of their first eligible purchase when the following conditions are satisfied:

1. The request relates to the customer's first purchase of an Orbitex Sync paid access plan.

2. The refund request is submitted within seven calendar days after the successful payment.

3. The customer has not made substantial use of the paid software functionality beyond reasonable initial evaluation.

4. The request is not connected with fraud, unauthorized account activity by the requester, or intentional abuse of the refund process.

For this discretionary refund policy, merely signing in, reviewing available features, or reasonably testing the software does not automatically constitute substantial use.

Where the conditions are met, the customer may receive a refund of the eligible purchase amount.

This voluntary seven-day policy is additional to, and does not replace, rights provided by applicable consumer protection legislation.

 

4. Refunds Required by Law

 

A customer may be entitled to a refund, replacement, restoration of service, or another lawful remedy when:

• Purchased access is not delivered.

• The service is materially defective.

• The service materially differs from its advertised description.

• Activation is unreasonably delayed and the customer can no longer reasonably benefit from the purchased service.

• A material service failure cannot be corrected within a reasonable period.

• The purchase or service otherwise qualifies for a mandatory remedy under applicable consumer protection law.

Where a mandatory legal right exists, it applies regardless of the expiration of our voluntary seven-day refund period.

We do not apply a blanket "no refunds under any circumstances" rule.

 

5. Requests Outside the Voluntary Refund Period

 

A request made more than seven calendar days after the first purchase may not qualify for the voluntary first-purchase refund.

However, we will review requests involving technical failures, non-delivery, material service defects, incorrect billing, or other legitimate circumstances.

Where no statutory entitlement exists, any additional discretionary refund will be evaluated on a case-by-case basis.

The decision will consider the relevant purchase terms, actual delivery of access, severity of the reported issue, and the customer's use of the service.

 

6. Renewals and Additional Purchases

 

Orbitex Sync's prepaid access plans do not automatically renew under the purchasing model described in our Terms & Conditions.

Customers may voluntarily purchase another access period.

Each subsequent purchase constitutes a separately authorized transaction.

The discretionary seven-day first-purchase policy does not automatically restart with each additional access purchase.

Nevertheless, mandatory legal rights continue to apply to every eligible transaction.

 

7. Cancellation of Access

 

Customers may stop using Orbitex Sync at any time.

Because prepaid access does not renew automatically, no cancellation is required to stop future automatic charges.

Customers may request account closure by contacting: info@orbitex-sync.com

A request to close an account does not automatically create an entitlement to a refund for unused days, except where required by law or expressly approved.

Where no refund is issued, customers may generally continue using the purchased service until its expiration date, provided the account remains active and the Terms & Conditions are followed.

 

8. Technical Problems and Unavailable Services

 

If you experience technical difficulties, please contact customer support with:

• Your registered email address.

• Your purchase date or transaction reference.

• A description of the issue.

• Relevant screenshots or error messages, where available.

We may investigate whether the issue relates to the Orbitex Sync platform, user configuration, internet connectivity, device compatibility, or third-party systems.

Where the problem is attributable to our Services, we will seek to provide an appropriate remedy.

Depending on the circumstances, this may include restoring access, correcting the problem, extending access, or issuing a partial or full refund.

Any mandatory statutory remedy takes precedence over discretionary alternatives.

 

9. Incorrect, Duplicate, or Unauthorized Charges

 

Customers who believe they have been charged incorrectly should contact us promptly.

We will investigate reported duplicate charges, incorrect amounts, and other transaction errors.

If we confirm that a payment was collected in error, we will take appropriate action, including refunding the incorrectly collected amount where applicable.

For suspected unauthorized card use, customers should also contact their card issuer or payment provider without delay.

We may request reasonable information necessary to locate and verify the relevant transaction.

 

10. How to Request a Refund

 

To submit a refund request, email: info@orbitex-sync.com

Suggested subject: Refund Request – Orbitex Sync

Please include:

1. The email address associated with your account.

2. The date of purchase.

3. The purchased plan.

4. The payment or order reference, if available.

5. The reason for requesting a refund.

6. Relevant details concerning any technical or delivery problem.

Customers must not send complete payment card numbers, CVV codes, passwords, or sensitive banking credentials.

We may request additional information only where reasonably necessary to evaluate the request.

 

11. Refund Review and Communication

 

We aim to acknowledge and review refund requests promptly and fairly.

Our operational target is to provide an initial substantive response within five business days, although complex cases, verification requirements, or payment-provider investigations may require additional time.

If further information is required, we may contact the customer before reaching a decision.

Where a refund is approved, we will communicate the outcome and arrange the refund through the appropriate payment channel.

Requests will always be handled within any mandatory legal deadlines that apply.

 

12. Refund Method and Processing Time

 

Approved refunds will ordinarily be sent to the original payment method used for the purchase, where technically possible.

The time required for the refund to appear depends on the payment processor, card network, financial institution, and transaction circumstances.

Card refunds frequently take approximately five to ten business days after processing, but actual timelines may vary.

Orbitex FZE LLC cannot guarantee when a customer's bank will display a completed refund.

If the original payment method is unavailable, we will determine another lawful and suitably verified refund arrangement.

 

13. Partial Refunds

 

A partial refund may be offered or required where only part of the purchased service was provided, where a material failure affected part of the access period, or where another proportionate remedy is appropriate.

Any partial refund calculation will reflect the circumstances, contractual obligations, and applicable law.

We will not use partial refunds to avoid providing a full refund where a full refund is legally required.

 

14. Payment Disputes and Chargebacks

 

Customers are encouraged to contact our support team before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

However, this request does not restrict customers from exercising their rights through their bank, card issuer, payment provider, or consumer protection authority.

If a chargeback is initiated, we may provide the payment processor or relevant financial institution with appropriate transaction records, purchase confirmations, access records, and communications needed to respond to the dispute.

Personal information will be shared only to the extent reasonably necessary and legally permitted.

We do not guarantee that a dispute will be resolved in our favor.

 

15. Fraudulent or Abusive Requests

 

We reserve the right to investigate suspected refund abuse, misrepresentation, fraudulent transactions, or repeated misuse of discretionary refund benefits.

We may decline a discretionary refund where the customer does not meet the clearly stated eligibility conditions.

This provision does not permit us to deny refunds or other remedies that are mandatory under applicable law.

 

16. Consumer Protection

 

This Policy is intended to respect applicable consumer protection requirements in the United Arab Emirates, including Federal Law No. 15 of 2020 Concerning Consumer Protection, as amended, and Federal Decree-Law No. 14 of 2023 Concerning Modern Technology-Based Trade.

Where mandatory consumer rights apply, those rights take precedence over any inconsistent provision in this Policy.

Customers may seek assistance from appropriate consumer protection authorities where legally available.

 

17. Changes to This Policy

 

We may update this Policy to reflect changes in legislation, payment requirements, or service operations.

Updated versions will be published on our website.

Changes will not retroactively remove rights associated with completed purchases where doing so is prohibited by law.

 

18. Contact Information

 

For refund inquiries, transaction problems, access issues, and cancellation requests:

Orbitex FZE LLC

Trade License Number: 4431897

SPC Free Zone, Sharjah, United Arab Emirates

Website: https://orbitex-sync.com

Email: info@orbitex-sync.com

We aim to resolve customer complaints fairly, transparently, and in accordance with applicable law.