Refund & Cancellation Policy

2. How to Cancel Your Subscription

You may cancel your Orbit Cue subscription at any time without advance penalty or cancellation fees:

1. Through your Orbit Cue Dashboard: Go to Settings → Workspace & Billing and click “Manage Subscription”. You will be securely redirected to the Paddle Customer Portal where you can cancel the auto-renewal in one click.
2. Via Paddle Email Receipts: Every billing receipt sent to your email contains a direct link labeled “Manage / Cancel Subscription”.
3. Via Support Request: You can send an email to hello@saiteo.com with your registered account email and workspace name at least 48 hours prior to your renewal date, and our team will manually process the cancellation through Paddle on your behalf.

3. European Union Statutory Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer residing within the European Union or European Economic Area (EEA), you are entitled by law under Directive 2011/83/EU and the Latvian Consumer Rights Protection Law (Patērētāju tiesību aizsardzības likums) to a 14-day statutory right of withdrawal from distance contracts without giving any reason.

4. Discretionary Refund Policy (B2B & Agencies)

Orbit Cue is primarily engineered as professional multi-brand software for commercial agencies, creators, and enterprises. Outside of the EU consumer statutory withdrawal rights:

• Annual Subscriptions: If you purchased an annual plan and experience technical impediments or unresolvable platform outages within the first 14 days of purchase, please contact us. We review annual refund requests favorably when the platform cannot satisfy core publishing operations.
• Monthly Renewals: Monthly renewal fees are generally non-refundable once the billing period has commenced, but you can cancel immediately to prevent any subsequent month’s charge.
• Platform Outages: If a prolonged, severe service failure caused directly by Orbit Cue’s core infrastructure prevents scheduled posts from publishing across your brands for more than 48 consecutive hours, pro-rated service credits or partial refunds may be granted upon investigation.

5. Refund Processing & Payment Return

Because Paddle is the Merchant of Record, all approved refunds are issued directly by Paddle:

• Refunds are credited back to the original payment instrument used for the transaction (Credit Card, PayPal, Apple Pay, Google Pay, or Wire Transfer).
• Bank processing times typically require 3 to 10 business days for the credit to appear on your bank statement.
• Paddle will automatically issue an official Credit Note adjusting the original VAT/sales tax invoice.

6. Chargebacks & Payment Disputes

We urge all customers to contact us at hello@saiteo.com or Paddle’s customer support before initiating a chargeback or dispute with your credit card issuer or bank. Most discrepancies, accidental duplicate charges, or cancellation delays can be resolved immediately without the need for formal bank arbitration.

7. Contact & Assistance