Refund & Cancellation Policy

Last updated: April 1, 2026

At Ordegate, we are committed to ensuring every Merchant has a fair, transparent, and reliable experience. This Refund and Cancellation Policy outlines the circumstances under which Merchants may cancel their subscriptions, request refunds, and the procedures for resolving billing disputes. It also clarifies the distinction between Ordegate platform-level refunds and Merchant-to-Customer order refunds.

1. Subscription Cancellation

1.1 Cancellation Process

Merchants may cancel their Ordegate Subscription at any time through one of the following methods:

• Self-Service: Navigate to Settings > Billing in your Dashboard and select "Cancel

Subscription." Follow the confirmation prompts to complete the cancellation.

• Support Request: Contact support@ordegate.com with your account email and business name to request cancellation.

Cancellation takes effect at the end of the current billing period. You retain full access to all paid features until that date. No further charges will be applied after cancellation is processed.

1.2 Effect of Cancellation

Upon cancellation taking effect: Storefront Deactivation

• Your Storefront will be taken offline at the end of the billing cycle.
• Customers will no longer be able to view your Storefront or place orders.
• Any custom domain connected to your Storefront will be disconnected.

Data Retention Period

• All your data (products, orders, customer records, analytics, settings, employee records) will be retained for 30 days after cancellation.
• During this 30-day window, you may reactivate your account and all data will be restored.
• You may also request a full data export during this period by contacting support@ordegate.com.
• After 30 days, all data will be permanently deleted from our systems, except where legally required to be retained (e.g., financial transaction records for tax compliance). Add-On Deactivation
• All active Add-Ons (POS, KDS, Dispatch, AI Chatbot, AI Marketing, Payment Links, Loyalty,

Call Centre) will be deactivated simultaneously with your Subscription.

• You cannot maintain Add-Ons without an active Subscription.

Outstanding Obligations

• Any outstanding payments for the current billing period must be settled.
• Cancellation does not absolve you of any unpaid fees accrued prior to the cancellation date.

1.3 Cancellation of Individual Add-Ons

You may deactivate individual Add-Ons without cancelling your entire Subscription:

• Navigate to Settings > Add-Ons in your Dashboard and toggle off the desired Add-On.
• The Add-On will remain active until the end of the current billing period.
• No partial refund will be issued for Add-Ons deactivated mid-cycle (unless covered by the refund scenarios in Section 2).

1.4 Reactivation

If you cancel your Subscription and wish to reactivate within the 30-day data retention period:

• Log in to your Dashboard and navigate to Settings > Billing.
• Select your desired Subscription plan and provide a valid payment method.
• All your data (products, orders, customers, settings) will be restored immediately.
• After the 30-day retention period, reactivation requires creating a new account and re-entering all data.

2. Refund Eligibility

2.1 Eligible Circumstances for Subscription Refunds

Ordegate Subscription fees are billed in advance on a monthly basis. Refunds are available under the following circumstances:

a. Platform Downtime

If the Ordegate Platform experiences unplanned downtime exceeding 48 consecutive hours that prevents you from accessing your Dashboard, managing orders, or operating your Storefront, you are eligible for a prorated refund for the downtime period. To claim this refund:

• Contact support@ordegate.com within 7 days of the downtime incident.
• Provide details of the impact on your business operations.
• Ordegate will verify the downtime using internal monitoring systems.

Scheduled maintenance that has been communicated in advance does not qualify for downtime refunds.

b. Billing Errors

If you were charged incorrectly due to a system error, including:

• Being charged for a plan tier you did not select.
• Being charged for Add-Ons you did not activate.
• Duplicate charges for the same billing period.
• Charges continuing after a confirmed cancellation.

Ordegate will issue a full refund of the overcharge. Report billing errors to ordegate.com">support@ordegate.com as soon as you notice the discrepancy.

c. First 14 Days (New Merchant Guarantee)

New Merchants who cancel within 14 days of their first paid Subscription are eligible for a full refund, provided:

• The refund request is submitted within the 14-day window.
• The Merchant has not processed more than 50 orders through the Platform during that period.
• The Merchant has not violated the Terms and Conditions.

This guarantee applies only to the first Subscription period and cannot be used for subsequent cancellations and re-subscriptions.

d. Significant Feature Removal

If Ordegate removes or significantly degrades a core feature that was a primary reason for your Subscription (and the removal was not communicated with at least 30 days advance notice), you may be eligible for a refund for the affected period. Contact ordegate.com">support@ordegate.com to discuss your situation.

2.2 Add-On Refund Eligibility

Fees for Add-On services follow the same refund eligibility as Subscription fees:

• Platform downtime affecting Add-On functionality qualifies for prorated refunds.
• Billing errors on Add-On charges will be fully refunded.
• The 14-day new Merchant guarantee applies to Add-Ons activated within the first 14 days.

Add-Ons cancelled mid-cycle will not receive partial refunds unless covered by the scenarios listed above.

2.3 Non-Refundable Items

The following are not eligible for refund:

• Custom domain setup or configuration fees, if applicable.
• One-time onboarding, migration, or custom development assistance fees.
• Any billing period where the Merchant actively used the Platform to process orders (beyond the 14-day guarantee window).
• Promotional or discounted Subscriptions, unless explicitly stated in the promotion terms.
• Subscription periods where the Merchant's account was suspended due to Terms violations (the Merchant is not entitled to a refund for the suspension period).

3. Order-Level Refunds (Merchant to Customer)

It is important to understand the distinction between Ordegate platform-level refunds (covered in Section 2) and Merchant-to-Customer order refunds (covered in this section).

3.1 Ordegate's Role

Ordegate provides the technical infrastructure for Merchants to build storefronts and accept orders. Ordegate does not directly process refunds to end Customers. The order relationship is between the Merchant and the Customer, and the Merchant is solely responsible for managing Customer refunds.

3.2 Merchant Responsibilities

As a Merchant, you are responsible for:

• Setting Refund Policies: Establishing clear refund and return policies and displaying them prominently on your Storefront. Your policies must comply with applicable consumer protection laws in your jurisdiction.
• Processing Refunds: Handling Customer refund requests through your connected payment gateway (PayPal, Paymob, or other integrated processor). Ordegate's Dashboard provides order management tools to help you track refund requests.
• Communicating with Customers: Responding to Customer refund inquiries promptly and professionally. Clearly communicating refund timelines, conditions, and any applicable restocking fees.
• Record Keeping: Maintaining records of all Customer refund transactions for accounting and dispute resolution purposes.

3.3 Ordegate's Assistance

While Ordegate does not process Customer refunds directly, we provide tools and support to help Merchants manage refund workflows:

• Order management tools in the Dashboard for tracking order status, modifications, and cancellations.
• Order history and detail views with complete transaction records.
• Customer communication capabilities through WhatsApp and other integrated channels.
• Technical support for payment gateway configuration and refund processing issues.

4. Dispute Resolution

4.1 Reporting an Issue

To request a refund or report a billing issue, contact us at ordegate.com">support@ordegate.com with the following information:

• Your account email and business name.
• A detailed description of the issue, including dates, amounts, and any error messages.
• Any relevant screenshots, invoices, or documentation supporting your claim.
• Your preferred resolution (refund, credit, or other).

4.2 Review and Assessment

Upon receiving your report, Ordegate will follow this process:

a. Acknowledgment

Ordegate will acknowledge your refund request within 24 hours of submission and assign a case reference number for tracking.

b. Investigation

Ordegate will investigate the issue by reviewing:

• Your billing records and payment history.
• Platform logs and system records relevant to your claim.
• Any evidence provided by you or identified during the investigation.

Ordegate may contact you for additional information or clarification during the investigation.

c. Resolution Timeline

Most claims will be resolved within 5-7 business days after receiving all required information. Complex cases requiring additional investigation may take up to 14 business days. You will receive regular updates throughout the process.

4.3 Possible Resolutions

Based on the review, Ordegate may offer one or more of the following resolutions:

• Full Refund: Issued when a clear billing error or qualifying circumstance is confirmed.
• Partial Refund: Issued as a prorated amount for platform downtime or partial service disruption.
• Account Credit: Applied to your next billing cycle as an alternative to a cash refund, with your agreement.
• Service Extension: Extending your current billing period at no additional cost to compensate for disruption.
• No Refund: When the claim does not meet the eligibility criteria outlined in Section 2. A detailed explanation will be provided.

4.4 Final Decision

Once a resolution has been determined, Ordegate will:

• Communicate the final decision to you via email with a full explanation.
• Process any approved refund to the original payment method.
• Provide a timeline for when the refund will appear in your account (typically 5-10 business days depending on your payment provider).

If you disagree with the decision, you may request a second review by replying to the resolution email with additional evidence or arguments.

4.5 Ensuring Fairness

Ordegate is committed to treating all Merchants fairly throughout the resolution process:

• Merchant Protection: Ordegate carefully reviews all claims and evidence to ensure that refunds are issued only when genuinely warranted.
• Fraud Prevention: Any false claims or fabricated evidence will result in claim denial and may lead to account suspension or termination.
• Transparency: All refund decisions include detailed explanations so you understand the reasoning.

5. Chargebacks

If you initiate a chargeback or payment dispute through your bank or payment provider before contacting Ordegate:

• Ordegate reserves the right to suspend your account pending investigation.
• Your Storefront may be deactivated during the investigation period.
• Ordegate will provide evidence to the payment provider to contest chargebacks that we believe are unwarranted.
• Chargeback fees imposed by the payment provider may be passed on to the Merchant if the chargeback is found to be unjustified.

We strongly encourage you to contact ordegate.com">support@ordegate.com first to resolve any billing concerns. Our internal resolution process is typically faster and more favorable than the chargeback process.

6. Extenuating Circumstances

Ordegate recognizes that unexpected events may impact a Merchant's ability to continue using the Platform. Under this policy, Merchants may be eligible for special consideration in the following situations:

• Natural Disasters: Earthquakes, floods, hurricanes, wildfires, or other extreme events that directly impact your business operations.
• Government-Imposed Restrictions: Legal orders, lockdowns, or regulations that force your business to temporarily or permanently cease operations.
• Serious Illness: Serious illness or incapacity of the sole business operator that prevents continued use of the Platform.

To request consideration under extenuating circumstances:

• Contact support@ordegate.com with a description of the situation.
• Provide documentation supporting your claim (e.g., government notices, medical documentation, insurance claims).
• Ordegate will review your situation within 5-7 business days and may offer extended cancellation terms, billing pauses, or refunds at its discretion.

7. Changes to This Policy

Ordegate may update this Refund and Cancellation Policy periodically to reflect changes in our practices, legal requirements, or business operations. Significant changes will be communicated via email or Dashboard notification at least 14 days before taking effect. Continued use of the Platform constitutes acceptance of the updated terms. Previous versions of this policy are archived and available upon request.

8. Contact Us

For refund requests, billing questions, cancellation support, or extenuating circumstance claims: Ordegate Email: ordegate.com">support@ordegate.com Website: ordegate.com