Refund Policy

Effective Date: March 3rd, 2026

1. General Terms and Acknowledgement

By purchasing a subscription or service (hereinafter referred to as “Product”), you acknowledge and agree that your purchase is final and that you are accessing a DIGITAL SERVICE with immediate availability. Due to the nature of digital content, refunds are not available once access to the Product has commenced, unless expressly stated otherwise in these Terms.

This Refund Policy (the “Policy”) applies to all Products purchased via the website https://orionai.chat/ (the “Website”), mobile applications (iOS, Android), or through any third-party platforms. By purchasing, you agree to be bound by this Policy.

2. Only Applicable for EU, UK, or Turkey Customers

• Eligibility for Refund: Customers located within the European Union (EU), United Kingdom (UK), or Turkey are eligible to request a refund if they cancel their subscription within 14 days of purchase. This applies to all monthly, quarterly, and annual subscriptions.
• Conditions: You must have used up to 5/7 or fewer messages/interactions based on the subscription plan, or consumed 300 or fewer credits for image generation, or used 8 or fewer queries for AI Docs (whichever applies).
• Procedure: To request a refund, the customer must specify that they are applying for a refund from the EU, UK, or Turkey in their request.
• Non-Refundable Circumstances are applicable (see Section 4).

3. Refund Eligibility

(a) Monthly/Quarterly Subscriptions

• Full Refund Window: You may request a full refund within 12 hours of the monthly/quarterly subscription purchase date.
• Usage limit: You must have used 5 or fewer messages/interactions, consumed 200 or fewer credits for image generation, or used 6 or fewer queries for AI Docs.

(b) Annual Subscriptions

• Full Refund Window: Annual subscriptions are eligible for a full refund if cancelled within 24 hours of purchase, assuming minimal usage.
• Usage limit: You must have used 7 or fewer messages/interactions, consumed 300 or fewer credits for image generation, or used 8 or fewer queries for AI Docs.

(c) Additional Refund Scenarios

• Duplicate or Erroneous Charges: Verified duplicate charges or unauthorized transactions will be refunded following a review and confirmation by Orion AI.
• For subscription updates, users are eligible for a 50% refund if they contact support within 12 hours of the renewal charge and request cancellation with up to 5/7 or fewer messages/interactions based on the subscription plan.

(d) Service Failure and Outage Remedies

• In the event of a material failure of Orion AI’s Services, preventing the customer from using the paid functionality for a substantial period (12 hours), and where Orion AI cannot reasonably resolve the failure, Orion AI may provide the following remedies at its sole discretion:
  • A discount or promotional code for the following month’s subscription, reviewed case by case.
  • The type and extent of the remedy provided will be determined at the sole discretion of Orion AI.

Note: Non-refundable circumstances mentioned in Section 4 are applicable along with refund eligibility.

4. Non-Refundable Circumstances

Refunds shall not be provided under the following conditions:

• Dissatisfaction with text output, style, creative output, aesthetic choices, or subjective preferences once Services have been delivered.
• User error, including incorrect prompts, improper configuration, or misunderstanding of platform features.
• Consumption beyond the allowed limits (5 messages for monthly/quarterly, 7 messages for annual, or corresponding credit/query limits).
• Abuse of promotional offers, free trials, or repeated refund requests deemed excessive, unreasonable, or fraudulent.
• Accidental or mistaken transactions initiated by the customer.
• Refunds shall not be granted due to changes in the appearance, theme, or other non-functional modifications to the platform.

5. Third-Party Platform Purchases

• Refunds for purchases processed through third-party platforms (e.g., Apple App Store, Google Play) are subject to the refund policies of those platforms. Orion AI cannot directly issue refunds for these purchases. Customers must follow the applicable platform’s refund process. Orion AI will cooperate and provide reasonable assistance where applicable.

6. Secondary Refund Requests

• Orion AI cannot process secondary refund requests after a first refund has been granted. Refund requests will be evaluated only once per transaction.

7. Chargebacks and Disputes

• Resolution Before Chargeback: Customers are strongly encouraged to contact Orion AI Support to resolve issues before initiating chargebacks with payment processors.

8. Processing, Timing, and Deductions

• Refund Method: Approved refunds will be issued to the original payment method used, subject to the rules of the payment processor or card issuer.
• Processing Time: Refunds are generally processed within 5–10 business days following approval; actual time for funds to appear depends on bank/payment processor.
• Deduction of Fees: Orion AI reserves the right to deduct a reasonable administrative fee from the refunded amount. The deduction will be disclosed at the time of refund approval.
  

9. How to Request a Refund

• Contact Support: Email Orion AI Support at support@orionai.chat.
• Provide Transaction Details: Include Invoice number, purchase date, and reason for the refund request. Supporting documentation, such as receipts or screenshots, helps expedite the process.

10. Governing Law and Mandatory Consumer Rights

• This Policy is subject to applicable consumer protection laws in the customer’s jurisdiction. If any statutory rights under local laws are more favorable than this Policy, such rights shall prevail.