Our Commitment: We want you to be completely satisfied with Orvia. This policy outlines our fair and transparent approach to refunds and cancellations.

1. Free Trial Period

We offer a 14-day free trial for all new accounts. During the trial period:

You have full access to all features of your selected plan
A valid credit card is required to start your trial (you will not be charged during the trial period)
You can cancel at any time during the trial without being charged
If you do not cancel before the trial ends, your subscription will automatically begin and your card will be charged
Your data will be retained for 30 days after trial expiration in case you decide to subscribe

⚠️ Trial Eligibility

The 14-day free trial is available once per customer. If you have previously used a trial with the same email address or payment method, you will be charged immediately upon signup.

We strongly encourage you to thoroughly evaluate Orvia during the trial period to ensure it meets your needs before your subscription begins.

2. Subscription Cancellation

2.1 How to Cancel

You can cancel your subscription at any time through:

Account Settings: Navigate to Settings → Billing → Cancel Subscription
Email: Contact billing@orviahq.com with your cancellation request
Support: Contact our support team via live chat or email

2.2 What Happens When You Cancel

Your subscription will remain active until the end of your current billing period
You will not be charged for any future billing periods
You retain full access to all features until your subscription expires
After expiration, your account will be downgraded to read-only access for 30 days
You have 30 days after cancellation to export your data
After 90 days post-cancellation, your data will be permanently deleted

⚠️ Important: Data Export Restriction

Cancellation requests cannot be processed once a data export has been initiated. If you have requested or started a data export, you must wait until the export is complete before requesting cancellation. This ensures data integrity and prevents partial exports.

💡 Data Export

Before cancelling, you can export all your audit data, reports, and templates from Settings → Data → Export. We recommend doing this before your access expires. Complete your export before initiating cancellation.

3. Refund Eligibility

3.1 Monthly Subscriptions

Due to the nature of monthly billing and the availability of a free trial:

No refunds are provided for monthly subscriptions after the billing period begins
You may cancel at any time to prevent future charges
Access continues until the end of the current billing period

3.2 Annual Subscriptions

For annual subscriptions, we offer:

30-Day Money-Back Guarantee: Full refund if requested within 30 days of initial purchase or renewal
Prorated Refunds: After 30 days, refunds may be provided on a case-by-case basis for unused full months
Refund requests must be submitted via email to billing@orviahq.com

3.3 Enterprise Contracts

Enterprise customers with custom contracts should refer to their specific agreement terms. Refund policies may differ based on negotiated terms.

4. Non-Refundable Items

The following are not eligible for refunds:

Onboarding fees: One-time setup and training fees are non-refundable once services have been rendered
Add-on services: Staff packs, storage packs, and other add-ons once activated
Custom development: Template digitization, custom report builds, and integration work
Partial months: We do not provide refunds for partial billing periods
Account violations: Accounts terminated for Terms of Service violations

5. Exceptional Circumstances

We understand that exceptional circumstances occur. We may consider refunds outside our standard policy in cases such as:

Service Outages: Extended outages affecting your ability to use the service
Technical Issues: Critical bugs preventing core functionality
Billing Errors: Accidental duplicate charges or incorrect billing amounts
Documented Hardship: Genuine business hardship situations (considered case-by-case)

To request an exception, please contact support@orviahq.com with details of your situation.

6. How to Request a Refund

To request a refund:

Send an email to billing@orviahq.com
Include your account email address and organization name
Provide the reason for your refund request
Include any relevant transaction or invoice numbers

We aim to respond to all refund requests within 2 business days. If approved, refunds are typically processed within 5-10 business days and will appear on your original payment method.

📧 Refund Request Email Template

Subject: Refund Request - [Your Organization Name]

Account Email: [your@email.com]
Organization: [Your Organization Name]
Transaction/Invoice #: [If known]

Reason for refund request:
[Please describe your reason]

Thank you,
[Your Name]

7. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or credit card company. Chargebacks:

Result in immediate suspension of your account
Take longer to resolve than direct refund requests
May incur additional fees that affect refund amounts
May result in permanent account termination for abuse

In most cases, we can resolve billing issues faster and more favorably through direct communication.

8. Plan Changes and Upgrades

8.1 Upgrading

When you upgrade your plan:

You will be charged the prorated difference for the remainder of your billing period
New features are available immediately
Future billing will reflect the new plan rate

8.2 Downgrading

When you downgrade your plan:

The change takes effect at the start of your next billing period
No refunds or credits are provided for the current period
You retain access to higher-tier features until the period ends
Ensure you are within the new plan's limits before downgrading

9. Contact Us

If you have questions about our refund policy or need assistance:

Billing Inquiries: billing@orviahq.com
General Support: support@orviahq.com

Our billing team is available Monday through Friday, 9:00 AM - 6:00 PM CST.

Refund Policy