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Refund Policy

Refund Policy

Last Updated: September 03, 2025

At OrbitAI Labs, we strive to ensure customer satisfaction with our AI-powered trading software and services. This Refund Policy outlines the circumstances under which refunds may be granted, in compliance with Serbian consumer protection laws and, where applicable, EU regulations.

1. First-Time Purchase Guarantee

We offer a one-time refund for first-time purchases within 48 hours of purchase, provided that:

  • You have not downloaded, activated, or used the software license (activation includes logging in or initiating any software functionality).
  • You submit a refund request within the 48-hour window.

After activation, download, or use, the product is considered “used” and no refund will be issued, except as required by applicable law.

2. No Refunds After Activation

Due to the digital nature of our software and licensing, we do not offer refunds after a product has been activated, downloaded, or used, unless required by law. We encourage all users to review product details, system requirements, and terms carefully before purchase.

3. Subscription Cancellations

You may cancel your subscription at any time through your account dashboard. Your access will continue until the end of the current billing cycle. No partial refunds are issued for unused time in a billing cycle, unless required by applicable consumer protection laws (e.g., a 14-day cooling-off period for EU residents, where applicable).

4. Eligibility Exceptions

In rare cases, we may issue a refund outside this policy if:

  • You experience a critical technical issue that our support team confirms cannot be resolved.
  • Your payment was duplicated or made in error, verified by our records.
  • A refund is required under Serbian consumer protection laws or, for EU residents, the EU Consumer Rights Directive (e.g., during a 14-day withdrawal period for digital services, if applicable).

5. Non-Refundable Circumstances

Refunds will not be issued in the following cases, except where required by law:

  • Dissatisfaction with trading outcomes or financial losses, as these are subject to market risks.
  • Failure to meet system requirements or compatibility issues not disclosed prior to purchase.
  • Requests made outside the 48-hour window for first-time purchases.
  • Accounts terminated due to violation of our Terms and Conditions.

6. How to Request a Refund

To request a refund, please email us at support@orbitailabs.com with your order number, email used at checkout, and reason for the request. Our support team will review your request and respond within 48 business hours. Refunds, if approved, will be processed to the original payment method within 5-10 business days, depending on your payment provider.

7. Chargebacks and Disputes

Filing a chargeback or payment dispute without first contacting us may result in account suspension or a permanent ban from using our services. We are committed to resolving disputes fairly and promptly through direct communication. If you are an EU resident, you may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

8. Compliance with Applicable Laws

This Refund Policy complies with the Serbian Law on Consumer Protection (Zakon o zaštiti potrošača). For EU residents, additional rights may apply under the EU Consumer Rights Directive, such as a 14-day withdrawal period for digital services if you have not expressly consented to immediate service delivery and waived your right to withdraw. If you believe your consumer rights have been violated, you may contact the Serbian Ministry of Trade, Tourism and Telecommunications or, for EU residents, your local consumer protection authority.

9. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. Changes will be posted on this page with the updated date. We will notify you of significant changes via email or a notice on our website at least 30 days in advance.

10. Contact Us

If you have any questions about this policy or need help with a refund, contact us at support@orbitailabs.com.