Ordder — Refund and Cancellation Policy

Ulibero FZCO ("we", "us", "our") operates the Ordder platform ("Ordder"). This Refund and Cancellation Policy explains how refunds, returns, and cancellations are handled for payments made through https://ordder.com to inform cardholders of their rights and responsibilities.
By placing an order or subscribing to services through Ordder, you agree to the terms set out in this Policy.

1. Scope

This Policy applies to:

Cardholders paying for Ordder services and subscriptions through https://ordder.com
One-time implementation or setup fees charged by Ordder
Any other billable items or services made available by Ordder via card payment

This Policy does not govern the refund and cancellation practices of third-party merchants using Ordder to accept payments from their own customers. Those merchants are responsible for defining and communicating their own refund and cancellation policies

2. Definitions

Cardholder: The individual or entity whose debit/credit card is used to place an order or pay for services.
Order: Any purchase, subscription, or payment made through https://ordder.com for Ordder services.
Original Mode of Payment: The payment card or method used by the Cardholder to complete the original transaction

3. Refund Policy

3.1 Eligibility for Refunds

Ordder may issue refunds in the following situations, subject to review on a case-by-case basis:

Duplicate charges or clear billing errors
Technical failures on our side that prevent service activation or delivery
Cancellation of an order or subscription within the applicable cancellation window, where a refundable product or service is clearly indicated as such
Any other situation where a refund is required by applicable law or card scheme rules

Unless otherwise specified in writing, the following are generally not eligible for refund:

Fees for services already delivered or consumed
Periods of subscription already used or partially used
Non-refundable services or fees specifically stated as "No Refund" at the time of purchase

3.2 Process for Requesting a Refund

To request a refund, the Cardholder must contact Ordder support at [email protected] and provide at minimum:

Full name of the Cardholder
Order or invoice number
Date and amount of the transaction
Description of the issue and reason for the refund request

We may request additional information to verify the transaction and Cardholder identity. Assessment and approval of refunds are at Ordder's reasonable discretion and in accordance with this Policy and applicable law.

3.3 Method and Timeframe of Refunds

Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days, depending on the issuing bank of the credit card.

Once a refund is approved and processed by Ordder, it may take additional time for the amount to appear on the Cardholder's statement, based on the internal processing timelines of the issuing bank and payment processor. Please allow for up to 45 days for the refund transfer to be completed.

4. Return Policy

Ordder provides digital and subscription-based services. No physical goods are shipped, and therefore there is no physical return of products.

For the purposes of this Policy, a "return" is treated as a reversal or cancellation of access to services and is governed by the same conditions as the Refund and Cancellation Policy described herein.

The Cardholder must request a return (service reversal) within the applicable cancellation window.
If the service is eligible for a refund under Section 3, the corresponding payment will be refunded in line with our Refund Policy.
Where a product or service is clearly marked as "No Refund" or "Non-Returnable", the Cardholder will not be entitled to any refund once the purchase is confirmed.

All such restrictions will be clearly communicated to Cardholders before the purchase decision is made, to prevent misunderstanding and disputes.

5. Cancellation Policy

5.1 Timeframe for Cancellation

Unless otherwise specified for a particular service or promotion:

Customers can cancel their order within 24 hours of placing the order.

Requests for cancellation after this period may not be eligible for a refund, particularly where services have already been provisioned or consumed.

5.2 Conditions for Cancellation

Cancellation will be allowed under the following general conditions:

The service has not yet been fully delivered or consumed.
No explicit "No Cancellation" notice has been provided for the specific service or fee.
The request for cancellation is made by the Cardholder (or an authorized representative) through official channels.

To cancel an order or subscription, Cardholders must contact Ordder at [email protected] with their order details and reason for cancellation.

5.3 Refunds After Cancellation

Where a cancelled order is eligible for a refund in accordance with this Policy:

Refunds will be made back to the payment solution used initially by the customer (the Original Mode of Payment).
Please allow for up to 45 days for the refund transfer to be completed, depending on the issuing bank of the credit card and payment processor timelines.

6. No-Refund and No-Cancellation Services

Certain services, fees, promotions, or special offers may be designated as "No Refund" and/or "No Cancellation". In such cases:

This will be very clearly communicated to Cardholders on the checkout page or applicable order screen before the purchase decision is made.
By proceeding with such a purchase, the Cardholder acknowledges and accepts that the payment is final, and no refund or cancellation will be provided except where required by applicable law.

7. Disputes and Chargebacks

If you believe a transaction was processed in error or without authorization, you should first contact Ordder at [email protected] so we can investigate and attempt to resolve the issue.

Cardholders also retain the right to contact their issuing bank to initiate a chargeback in accordance with the rules and procedures of the relevant card scheme. However, we encourage Cardholders to seek resolution directly with us first to avoid unnecessary delays or misunderstandings.

8. Changes to this Policy

We may update this Refund and Cancellation Policy from time to time. Material changes will be communicated via email, in-app notice, or website posting. Continued use of our services after such changes constitutes your acceptance of the updated Policy.

Website operated by Ulibero FZCO : https://ordder.com.