Refund & Cancellation Policy

1. Subscriptions and cancellation

Cancel automatic renewal in billing settings before the next charge to avoid another period. Your plan stays available through the paid period, subject to usage limits. Contact support if you cannot access cancellation controls.

Subscriptions are generally non-refundable. Cancellation does not refund the current period; unused subscription credits have no separate cash value. Changing your mind, forgetting to cancel, low usage or reaching stated limits alone does not qualify. Billing-error, service-failure and legal exceptions still apply.

2. Unused paid top-up credits

You may request a proportional refund of remaining paid top-up credits. Top-ups do not renew automatically, and purchased credits do not expire.

Refund = amount actually paid for the order × unused paid credits being returned ÷ paid credits originally purchased in that order.

Each order uses its original discounted payment and credit records, not later prices or an account-wide conversion rate. Used, refunded or withdrawn credits are excluded. Running-work reservations must settle before we confirm the refundable balance.

Complimentary credits are excluded from both original and remaining paid quantities. Refunds use the original currency’s smallest unit and cannot exceed the order’s actual payment. Refunded credits are removed.

3. Discounts and complimentary credits

Welcome credits, daily allowances, referral rewards and other free credits are not refundable or exchangeable for cash. Bonuses must be identified as complimentary in the original offer; purchased credits are never retrospectively reclassified as gifts.

New promotional top-ups that disclose paid and bonus quantities at checkout use that purchase’s paid credits first. This applies within that purchase, without changing daily or subscription priority or earlier orders’ terms and usage. For example, a $20 purchase of 10,000 paid plus 5,000 bonus credits, with 4,000 consumed from that purchase, leaves 6,000 paid credits refundable for $12 and 5,000 non-refundable bonus credits.

Expired promotions and later price changes do not change the original amount paid.

Unused bonuses associated with a refunded purchase may be withdrawn under that purchase’s promotion terms. Original terms and recorded usage determine remaining credits; refunds do not change past consumption. Purchased gift codes are assessed against their original paid orders, not treated as free rewards.

4. Billing errors and service problems

Report duplicate, incorrect or unauthorized charges, or documented failure to deliver a paid service. We investigate and correct or refund where appropriate. Subscription refunds may end the associated access and credits; we explain the amount and effect before processing.

A payment cannot be returned twice through a refund and dispute. Tell us about open bank disputes so we can coordinate. Your rights to contact your bank or seek legal remedies remain unchanged.

5. How to request a refund

Email support@ordeum.ai from your account email with the order reference, payment date, amount and requested refund. Never send passwords or full card details.

Support verifies payment, eligible credits and prior refunds, then explains the decision and calculation. Approved refunds return to the original payment method and payer where supported; otherwise, we explain a verified alternative. Processing times vary by provider. We confirm when submitted.

6. Digital delivery and your legal rights

Ordeum delivers digital services through your account. No physical goods or returns are involved.

Mandatory cancellation, withdrawal, refund and other consumer rights take priority over this policy, including the general subscription non-refund rule.