Refund Policy

Last Updated: 20th April 2026

1. Overview

This Refund Policy applies to all paid licence purchases made for OrbisID software, including the Pro Edition and Enterprise Edition, sold by Orbis Identity Ltd (“Orbis Identity”, “we”, “us”, or “our”), a company registered in England and Wales.

The Community Edition of OrbisID is provided free of charge and is not subject to this policy.

2. Business Customers

OrbisID licences are sold exclusively to businesses and organisations. All purchases are made on a business-to-business (B2B) basis. This policy does not apply to consumers purchasing goods or services for personal use.

3. Licence Key Delivery and Digital Content

Upon purchase of a Pro or Enterprise Edition licence, a licence key is issued digitally and activates the relevant software capabilities immediately upon delivery.

By completing a purchase and accepting delivery of a licence key, you acknowledge and agree that:

  • The licence constitutes digital content delivered and activated immediately upon issuance.
  • Orbis Identity’s obligation to deliver the licensed product is fulfilled upon issue of the licence key.

4. No Refund Policy

All licence purchases are final and non-refundable.

Once a licence key has been issued, no refund will be provided, whether in full or in part. This applies to:

    • The Pro Edition annual licence.
    • The Enterprise Edition annual or multi-year licence.
    • Any promotional or discounted pricing (including limited-time offers).

    In the event of cancellation prior to the end of a licence term, no pro-rata or partial refund will be issued for any unused portion of the licence period.

    5. Exceptions

    Notwithstanding Section 4 above, Orbis Identity may, entirely at its discretion, consider a refund or credit in the following exceptional circumstances:

      • A duplicate charge has been made in error by Orbis Identity.
      • A licence key has been issued that is technically defective and Orbis Identity is unable to provide a functioning replacement within a reasonable timeframe.

      Any such request must be submitted to hello@orbisid.com within 14 days of the purchase date, with full details of the issue.

      Orbis Identity reserves the right to assess each request on its individual merits and is under no obligation to grant a refund outside of the circumstances described above.

      6. Multi-Year Enterprise Agreements

      Where an Enterprise Edition licence is purchased under a multi-year agreement, the full contracted value is non-refundable unless otherwise expressly stated in the written licence agreement between the customer and Orbis Identity. In the event of any conflict between a written licence agreement and this policy, the terms of the licence agreement shall take precedence.

      7. Changes to This Policy

      Orbis Identity reserves the right to amend this Refund Policy at any time. Any changes will be published on this page with an updated “Last Updated” date. Continued use of the Services following such changes constitutes acceptance of the revised policy.

      8. Contact Us

      If you have a query regarding a purchase or wish to submit an exceptional refund request, please contact us:

      Orbis Identity Ltd

      Address: 128 City Road, London, United Kingdom, EC1V 2NX

      Email: hello@orbisid.com

      Website: orbisid.com