Can I get a refund for unused Orbis credits?

No. Credit purchases and top-ups are final and non-refundable, including charged but unspent credits. Credits do not expire while your account is in good standing, so unspent balance remains available for future use.

Why does Orbis not offer refunds?

Every charge funds real, non-recoverable costs: dedicated processing power and third-party data services (discovery scans, enrichment, and email verification) that are consumed the moment work is performed. These costs cannot be reversed or resold.

How do I control how much Orbis spends?

Set your daily budget on the Billing or Settings page of your dashboard. It sets how many new prospects Orbis contacts each day, at $0.03 each. Follow-ups to people already contacted are also $0.03 each and can take a day's spend above the budget; from October 28, 2026, every follow-up is charged on top of the budget. You can turn auto top-up off at any time on the Settings page, which stops automatic top-up charges (Terms of Service 5.3). Monthly package renewals are cancelled separately. With auto top-up off, your card is charged only when you add credits manually or a Monthly package renews.

How do I turn off auto top-up?

At any time, go to Settings in your dashboard and switch auto top-up off under Auto top-up for all businesses (Terms of Service 5.3). Once off, no further automatic top-up charges occur; lead generation and outreach pause when your balance reaches zero until you add credits manually. Monthly package renewals are cancelled separately.

orbis://refund-policy

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001$ orbis --refund-policy

002[boot]version=1.2 · updated=2026-10-25 · operator=solvent-globalok

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Refund Policy

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This policy explains how refunds work on Orbis, operated by Solvent Global Ltd. It forms part of the Terms of Service and applies to every account, plan, and charge. The short version: all charges are final, including credits that have been charged but not yet spent. The longer version below explains exactly why, and the controls you have over what you are charged.

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Acceptance. By using Orbis, adding a payment method, funding a balance, or allowing the platform to run on your behalf, you accept this Refund Policy as part of the Terms of Service, including that charged but unspent credits are non-refundable. No separate signature or tick box is required.

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Revision 1.2, posted 2026-10-25, effective 2026-10-25. Auto top-up no longer needs two days of sending before it can be switched off. Clauses 1.3, 4.1, 4.2 and 4.3 now say you can switch it off at any time on the Settings page, under Auto top-up for all businesses, in line with Terms of Service 5.3 (revision 3.3), and clause 4.3 adds that you can pause all sending yourself from your dashboard or the Settings page. Nothing else changes: all charges remain final.

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Revision 1.1, posted 2026-10-21, effective 2026-10-28. Clauses 1.3, 4.1 and 4.2 now state that your daily budget sets how many new prospects are contacted each day, that follow-up emails to people already contacted are charged at $0.03 each and can take a day's spend above the budget, and that from October 28, 2026, every follow-up is charged on top of the budget. They also replace the earlier statement that auto top-up could be switched off at any time from Settings → Billing: in line with Terms of Service 5.3, it is switched off on the Settings page, under Auto top-up for all businesses, once your account has two days of sending, and clause 4.3 now says the same. Monthly package renewals are cancelled separately.

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operatorSolvent Global Ltdversion1.2updated2026-10-25contactlegal@orbis.run

company.md

legal entity: Solvent Global Ltd
company number: 15003424
uk office: Solvent Global Ltd, 100 Bishopsgate, 19th Floor, London EC2N 4AG, United Kingdom
us office: Solvent Global Inc. (incorporated in Delaware), 1178 Broadway, New York, NY 10001, United States
swiss office: Spoom Luzern-Kriens, Am Mattenhof 2d, 6010 Kriens, Switzerland
billing contact: billing@orbis.run

011──index────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────

012SEC.01

Summary

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1.1 All charges are final. Purchases of credits, automatic top-ups, and per-send charges for dispatched outreach are non-refundable, except where a refund is required by applicable law or expressly granted by us under SEC.05.

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1.2 This includes charged but unspent credits. If you have added funds to your balance and have not used them yet, those funds are not refundable. They remain on your balance, do not expire while your account is in good standing, and can be used for future campaigns at any time.

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1.3 You control spend before it happens. Orbis charges $0.03 for every email actually sent. Your daily budget limits how many new prospects are contacted each day; follow-up emails in a sequence, to people already contacted, are charged per send and can take a day's spend above it, and from October 28, 2026, every follow-up is charged on top of it. Auto top-up can be switched off from Settings at any time (Terms of Service 5.3), which stops automatic top-up charges. Monthly package renewals are cancelled separately. The platform is designed so that every charge is one you authorised in advance through these settings.

016SEC.02

Why charges are final

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2.1 Real processing power. Orbis is not a static database lookup. Every search, match, and campaign consumes dedicated compute: scanning business profiles at scale, scoring matches against your ideal customer profile, generating personalised copy, and coordinating live sending infrastructure. That processing capacity is allocated and consumed the moment the work runs.

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2.2 Real third-party data services. Behind every result Orbis pays external providers in real time: discovery and search infrastructure, business data enrichment, and email verification services. These are metered, per-call costs that we incur on your behalf at the moment of processing. Once incurred, they cannot be cancelled, reversed, or resold to anyone else.

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2.3 Work product is delivered immediately. When a lead is matched, an email verified, a sequence written, or a send dispatched, the value has already been produced and delivered to your account. Because the underlying costs are consumed at that instant, a refund would mean us paying third parties for work you received. For that reason we cannot offer refunds on charges, including balances that remain unspent.

020-Discovery: large-scale scans across business data sources to find matching prospects.

020-Enrichment: per-record data services that build out each lead profile.

020-Verification: third-party email verification on every address before a send.

020-Sending: warmed mailbox infrastructure and per-send delivery costs.

020-Compute: model inference and pipeline processing for research, matching, and copy.

021SEC.03

Charged but unspent credits

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3.1 Credits have no cash value. Credits and wallet balances on Orbis are a consumption mechanism for the Service, not a stored monetary instrument. They are not redeemable for cash and are not refundable in whole or in part.

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3.2 Unspent balance is never lost to time. Credits do not expire while your account is in good standing. If you pause outreach, your balance stays available and can be used whenever you resume, on any future campaign.

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3.3 Auto top-up charges. Where auto top-up is enabled, charges are made automatically to keep your balance above zero so campaigns do not stall. Each top-up charge is final on the same basis as a manual credit purchase. If you do not want automatic charges, turn auto top-up off as described in SEC.04.

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3.4 Account closure. If you close your account, or it is terminated for breach of the Terms, any remaining balance is forfeited without refund, as set out in the Terms of Service.

026SEC.04

You control your spend

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4.1 Set your daily budget. On the Billing or Settings page of your dashboard you choose how many new prospects Orbis contacts per day on your behalf, at $0.03 for each first email. New outreach and lead work stop when the daily budget is reached, and resume the next day. Follow-up emails already scheduled for people you have contacted keep sending and are charged at $0.03 each, so a day's total can be higher than the budget; from October 28, 2026, every follow-up is charged on top of the budget. Lower it at any time and the new limit applies immediately to new outreach. Turning auto top-up off, which you can do at any time, stops automatic top-up charges (Terms of Service 5.3). Monthly package renewals are cancelled separately.

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4.2 Turn auto top-up off. The switch on the Settings page, under Auto top-up for all businesses, controls whether your card is charged automatically when your balance runs low. Switch it off at any time and no further automatic top-up charges will occur (Terms of Service 5.3); Monthly package renewals are cancelled separately. Lead generation and outreach pause when your balance reaches zero until you manually add credits, and we will email you when the balance is low. Follow-ups sent after the balance reaches zero, before the pause takes effect, are charged from the next credits you add.

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4.3 Manage it yourself. Budget changes apply immediately to new outreach and need no support ticket. Switching auto top-up off under Auto top-up for all businesses on the Settings page takes effect immediately and needs no support ticket, and so does pausing all sending from your dashboard or the Settings page. Because every charge is governed by settings you control in advance, the practical protection against unwanted spend is these controls, and we encourage every customer to review them before launching a campaign.

controls.md

daily budget: Billing or Settings page
auto top-up: Settings → Auto top-up for all businesses
effect: immediate
low-balance alert: email notification

031SEC.05

Narrow exceptions

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5.1 Statutory rights. Nothing in this policy limits any refund or cancellation right you have under mandatory applicable law. Where the law requires a refund, we will provide it.

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5.2 Duplicate or erroneous charges. If you were charged twice for the same top-up, or charged an amount that does not match your settings, report it to us within 14 days and we will correct it.

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5.3 Service fault. Where a charge resulted directly from a demonstrable fault in the Service, we may, at our discretion, credit your balance for the affected amount, as provided in the Terms of Service.

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5.4 No other exceptions. Change of mind, unused balance, underperformance of a campaign, low reply rates, or failure to review your budget and top-up settings do not qualify for a refund or credit.

036SEC.06

Request a review

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6.1 If you believe an exception under SEC.05 applies, email hello@orbis.run with the subject line "Billing review", including your account email, the date and amount of the charge, and a short description of the issue. We aim to respond within 5 business days.

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6.2 Chargebacks. Please contact us before initiating a chargeback with your card provider. Because the underlying processing and data costs are real and documented, we contest chargebacks for delivered services with full transaction evidence, and an unjustified chargeback may result in account suspension under the Terms.

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This policy supplements the Terms of Service (section 5: Fees, credits and billing) and the Legal Centre. Where this policy and the Terms conflict, the Terms prevail.

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