Refund Policy

1. Overview

At Orden Consulting, we strive to provide excellent service to all our users. This Refund Policy outlines the circumstances under which subscription payments may be refunded and the process for requesting a refund. By subscribing to our services, you acknowledge and agree to this policy.

2. Subscription Plans

We offer the following subscription plans:

All subscription payments are processed through M-Pesa (Safaricom Daraja API) and are billed on a monthly recurring basis.

3. General Refund Policy

All subscription payments are generally non-refundable. When you purchase a subscription, you are granted immediate access to the features and services for the duration of the billing period. We do not provide refunds or credits for:

• Partial months of service
• Unused subscription time when you cancel
• Subscriptions that have been used or partially used
• Change of mind after purchase
• Downgrading from a higher tier to a lower tier

4. Exceptions and Eligible Refunds

We may provide refunds in the following exceptional circumstances:

4.1 Technical Errors

If you were charged due to a technical error or system malfunction (e.g., duplicate charges, incorrect amount), we will issue a full refund for the erroneous charge.

4.2 Service Unavailability

If our platform experiences significant downtime or service interruptions that prevent you from accessing core features for an extended period (more than 48 consecutive hours), you may be eligible for a prorated refund for the affected period.

4.3 Unauthorized Charges

If you believe your account was charged without your authorization, please contact us immediately. We will investigate and issue a refund if the charge is confirmed to be unauthorized.

4.4 First-Time Subscribers (7-Day Window)

First-time subscribers may request a refund within 7 days of their initial subscription purchase if they are dissatisfied with the service. This one-time courtesy refund is only available if:

• The request is made within 7 days of the initial payment
• You have not previously received a refund from Orden Consulting
• You have not violated our Terms of Service
• The account has not been used excessively or abusively

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Send an email to [email protected] with the subject line "Refund Request"
2. Provide Details: Include your account email, transaction date, M-Pesa transaction ID, and reason for the refund request
3. Wait for Review: We will review your request within 3-5 business days
4. Receive Decision: You will receive an email with our decision and next steps

Important: Refund requests must be submitted within 7 days of the charge for first-time subscribers, or within 48 hours for technical errors or unauthorized charges.

6. Refund Processing

6.1 Approval and Timeline

If your refund request is approved:

• We will process the refund within 5-7 business days
• Refunds will be issued to the original M-Pesa phone number used for payment
• You will receive a confirmation email once the refund is processed
• It may take an additional 1-3 business days for the funds to appear in your M-Pesa account

6.2 Account Status After Refund

Once a refund is processed, your subscription will be immediately cancelled, and you will lose access to premium features. Your account will be downgraded to the free tier (if applicable) or remain inactive until you subscribe again.

7. Subscription Cancellation

You can cancel your subscription at any time through your account settings. When you cancel:

• Your subscription will remain active until the end of the current billing period
• You will continue to have access to premium features until the subscription expires
• You will not be charged for the next billing period
• No refund will be provided for the remaining days in the current billing period

Note: Cancelling your subscription is different from requesting a refund. Cancellation stops future charges but does not refund past payments.

8. Chargebacks and Disputes

If you initiate a chargeback or payment dispute through your mobile money provider without first contacting us, we reserve the right to immediately suspend or terminate your account. We strongly encourage you to contact us directly to resolve any billing issues before initiating a chargeback. Fraudulent chargebacks may result in permanent account termination and legal action.

9. Changes to Subscription Pricing

We reserve the right to change our subscription pricing at any time. If we increase prices, we will notify you at least 30 days in advance. The new pricing will apply to your next billing cycle. If you do not agree with the price change, you may cancel your subscription before the new price takes effect. No refunds will be provided for price changes.

10. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

11. Policy Updates

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. Your continued use of our services after changes to this policy constitutes acceptance of the updated terms.