These refund terms remain a draft pending counsel review and confirmation of the specific windows below; they describe the intended policy for when paid access launches, not live terms in effect today.
1. Private beta status
Orthotropy is currently in Closed Beta. Checkout is not live: no subscription, credit top-up, or other charge can currently be placed on the Pricing page, so nothing has been charged and there is nothing to refund yet.
This draft policy describes the refund terms that are intended to apply once paid access launches. It is published now so it is available for review ahead of that launch, not because billing is active today.
2. Scope
This policy is intended to cover the paid offerings shown on the Pricing page once they go live: the Starter and Growth subscription plans, and one-time Credit top-ups.
The Demo tier is free and has no charge to refund.
3. Subscriptions (Starter, Growth)
First charge on a new subscription: refundable in full if requested within 14 days of that first charge.
Renewal charges: a billing cycle that has already started is not refunded once it has begun; canceling stops future renewals but does not refund the current cycle.
Subscription Credits included with a billing cycle expire at the end of that cycle and do not carry into the next one (consistent with the Pricing page); unused Credits within an active cycle are not separately refundable outside the 14-day window in the paragraph above.
4. One-time Credit top-ups
A Credit top-up is refundable in full if none of the Credits from that purchase have been used, and the request is made within 7 days of purchase.
Once any Credit from a top-up has been used, that top-up is no longer eligible for a refund.
5. How refunds are processed
Once billing is live, payments and refunds are expected to be handled by Paddle.com Market Limited, our payment processor and Merchant of Record, on our behalf.
An approved refund is returned to the original payment method. Processing time after approval depends on your bank or card issuer and is outside our control.
6. How to request a refund
Email hello@orthotropy.com with the email address on your account and the order or receipt reference from your payment confirmation.
We aim to respond within 5 business days of a request.
7. Exceptions
We may decline a refund request that falls outside the windows above, or that we reasonably believe involves abuse of this policy (for example, repeated purchase-and-refund cycles); we will state the reason.
Suspected fraud and payment disputes (chargebacks) are handled separately from this policy and may affect account access while under review.
8. Changes to this policy
We may update this policy. Material changes will be posted here with an updated date. Purchases already made are governed by the policy in effect at the time of purchase.
9. Contact
Questions about this policy can be sent to hello@orthotropy.com.