Refund Policy

1. Scope and relationship to other policies

This policy supplements our Terms of Service and should be read together with them. Where there is a conflict between a signed order form or enterprise agreement and this policy, the signed agreement prevails.

OrderSilo is primarily offered to businesses (B2B). If you qualify as a consumer under applicable law — for example, an individual using the Service wholly outside trade, business, or profession — mandatory consumer protections may apply in addition to this policy.

2. Free trial

We offer a 7-day free trial on eligible plans. During the trial, you receive full access to the features of the plan you select. No payment is collected at sign-up when a credit card is not required for the trial.

If you cancel before the trial ends, you will not be charged. If you do not cancel and you have provided valid payment details, your subscription converts to a paid plan at the end of the trial and the first billing charge is processed according to the plan and price shown at sign-up.

Each workspace or account is generally eligible for one free trial unless we explicitly approve otherwise in writing. We may refuse or revoke a trial if we detect abuse, duplicate accounts, or prior use of the Service on the same organization.

3. Subscriptions, billing, and cancellation

Paid subscriptions are billed in advance on a monthly basis unless otherwise stated on our pricing page or in your order form. Prices are quoted in EUR unless we agree otherwise in writing. Applicable VAT or similar taxes may be added based on your billing address and tax status.

Subscriptions renew automatically at the end of each billing period until cancelled. You may cancel at any time through your account settings or by contacting support. Cancellation stops future renewals; it does not automatically entitle you to a refund for the current billing period except as set out below.

After cancellation, you retain access to paid features until the end of the billing period already paid for, unless we suspend or terminate your account earlier for breach of our Terms of Service.

4. When refunds may be granted

We aim to be fair and transparent. Refunds are considered in the following situations:

• 14-day satisfaction guarantee — If you are charged for your first paid billing period after a free trial (or your first paid period if no trial applied), you may request a full refund within 14 calendar days of that charge, provided you have not materially violated our Terms of Service and you have not previously received a refund under this guarantee for the same organization.
• Duplicate or erroneous charges — If we charged you twice for the same billing period, charged the wrong plan amount due to our error, or continued billing after you properly cancelled before the renewal date, we will refund the overcharged amount.
• Extended service unavailability — If the Service was materially unavailable for a sustained period due to a fault on our side (excluding scheduled maintenance, third-party courier outages, or force majeure), we may issue a pro-rata credit or refund for the affected period at our reasonable discretion.
• Plan downgrade overcharge — If you downgrade and our systems charged you at the higher plan rate in error for a subsequent period, we will correct the charge or refund the difference.
• Mandatory law — Where applicable law requires a refund or withdrawal right that cannot be limited by contract, we will comply.

5. When refunds are generally not provided

Except as required by law or expressly stated in this policy, the following are generally non-refundable:

• Subscription fees for a billing period that has already started and during which you had access to the Service, after the 14-day satisfaction guarantee window has expired.
• Partial-month usage following voluntary cancellation mid-cycle — access continues until period end, but we do not refund unused days unless required by law.
• Fees for accounts suspended or terminated due to violation of our Terms of Service, acceptable use rules, or fraudulent activity.
• Promotional, founding-member, or discounted pricing where the offer terms stated that fees are non-refundable, except where we are legally obliged to refund.
• Taxes, bank fees, or currency conversion costs charged by your payment provider, which are outside our control.
• Third-party costs you incur independently (courier fees, ad spend, payment gateway charges, etc.).

6. EU and Romanian consumer rights

If you are a consumer in the European Union or Romania purchasing online, you may have a 14-day right of withdrawal under Directive 2011/83/EU and Government Emergency Ordinance no. 34/2014, as applicable.

For digital services that begin immediately after purchase, this right may not apply if you expressly requested immediate access and acknowledged that you lose the withdrawal right once performance begins — as presented during checkout or account activation, where required.

Nothing in this policy limits rights that cannot be excluded under mandatory consumer protection law. If you believe you are a consumer with statutory withdrawal rights, contact us with your account details and we will assess your request under applicable law.

You may also contact the Romanian National Authority for Consumer Protection (ANPC) — www.anpc.ro — or your local consumer authority if you are unable to resolve a dispute with us.

7. How to request a refund or billing review

Submit refund requests via the Send us a message form on this website or through your account support channel. Include:

We may ask for additional information to verify account ownership and review usage logs. Incomplete requests may delay processing.

• Account email and workspace name.
• Invoice or transaction date and amount.
• Reason for the request.
• Any relevant screenshots or reference numbers.

8. Processing time and method

We acknowledge refund requests within three (3) business days and aim to decide eligible requests within ten (10) business days.

Approved refunds are returned to the original payment method used for the charge. Depending on your bank or card issuer, it may take an additional five (5) to fourteen (14) business days for the refund to appear on your statement.

If the original payment method is no longer valid, we will work with you to find an alternative refund route where permitted by our payment processor and applicable law.

Refunds are issued in EUR. If your account was charged in another currency by your bank, the final amount you receive may differ due to exchange rates and bank fees.

9. Credits instead of refunds

In some cases — for example minor billing corrections or goodwill adjustments — we may offer account credit toward future invoices instead of a cash refund. We will only apply credits with your agreement unless a credit is required to remedy our billing error.

Credits are non-transferable, have no cash value, and expire if your account is closed, unless otherwise stated.

10. Chargebacks and payment disputes

Please contact us before initiating a chargeback or payment dispute with your bank. Many billing issues are resolved faster through support than through card network disputes.

If a chargeback is filed while an investigation is ongoing, we may temporarily restrict account access until the matter is resolved. Fraudulent or abusive chargebacks may result in account termination.

We provide payment processors and banks with relevant subscription, usage, and cancellation records when responding to disputes.

11. Plan changes and proration

Upgrades typically take effect immediately; you may be charged a pro-rata difference for the remainder of the current billing period according to the process shown in your account or on our pricing page.

Downgrades generally apply at the start of the next billing period. We do not refund the difference for the current period when you downgrade voluntarily, except where we have made a billing error.

If you move between plans and believe you were charged incorrectly, contact us within fourteen (14) days of the charge.

12. Changes to this policy

We may update this Refund Policy to reflect changes in our billing practices or legal requirements. The “Last updated” date at the top of this page will be revised when changes are published.

Changes apply to future billing periods and new purchases. For active subscriptions, material adverse changes will be communicated with reasonable notice where practicable.

13. Contact

For refund requests, billing questions, or cancellation help, use the Send us a message form on this website.

Related documents: Terms of Service, Privacy Policy, and GDPR Information.