EMAILA ORBIT
Refund policy
Help with software purchase problems, incorrect payments and refund requests. Effective 18 October 2026.
1. Your consumer rights come first
Nothing in this policy removes rights or remedies that cannot be excluded under applicable law, including the Australian Consumer Law. Downloading, activating or using software does not by itself remove those rights. We will assess a reported problem and provide the remedy the law requires.
2. Problems with a purchase
For a major failure with a product, Australian consumer guarantees can entitle you to choose a refund or replacement; service remedies can include cancellation or a price reduction. For a minor failure, we may first provide a fix within a reasonable time. Other remedies, including compensation, may apply. The appropriate remedy depends on the problem and the applicable law, not simply on whether a licence has been activated.
3. Requesting help or a refund
Contact ask@emailaorbit.com, call +61 468 465 190, or use our contact form. Quote the order or invoice number and explain what went wrong, when it happened and the outcome you seek. Relevant error messages or redacted screenshots can help. Do not send passwords, installation private keys, full card details or unrelated customer information. We may ask for reasonable purchase and diagnostic information and will explain our assessment and next steps.
4. Offline payments and payment errors
An unpaid invoice is not a received payment and does not create an amount to refund. Contact us before paying an incorrect invoice. Tell us promptly about a duplicate payment or a payment sent for the wrong invoice so we can reconcile it. A credit note or a recorded refund payable is an accounting record, not confirmation that money has already been returned. Approved monetary refunds are returned using the original payment method where possible, unless we agree on another method with you.
5. Change of mind, trials and renewal
We assess discretionary change-of-mind requests individually; there is no automatic change-of-mind refund promise in addition to your statutory rights. A trial carries no paid amount to refund. Subscriptions currently renew manually, so choosing not to renew prevents a new purchase rather than automatically refunding the current period. These statements do not limit remedies for a defective, misdescribed or undelivered product or service.
6. Licence rights after a refund
When a purchase is refunded or cancelled, the related access rights may end or be adjusted consistently with the remedy and applicable law. We do not treat that as permission to erase your business data. Keep your backups and contact us if you need help understanding access or recovery before a change takes effect. Effective 18 October 2026.