This policy explains refunds, cancellation, and renewals for OrcaLinq, operated by Orca Linq. It supplements our Terms of Service. Specific order forms or enterprise agreements may add to or override parts of this policy.
Every account starts on the free plan, which stays free for as long as you want it. It covers a real website with a limited number of customers each month so you can evaluate the full product — the widget, AI answering, knowledge base, and human handoff — before any money changes hands. We strongly encourage using it to confirm the service fits your needs.
Paid plans are billed per billing period (monthly or annual) shown at checkout. You authorise the displayed charge for the selected period. Where automatic renewal is offered, it is disclosed at purchase; otherwise access is granted for the period paid and does not auto-renew.
You can cancel at any time from the Billing page in your dashboard — no email required — or by contacting us at the address below. Cancelling stops all future charges. Your plan stays active until the end of the period you have already paid for — you are never cut off mid-period — and the account then returns to the free plan rather than being closed. We do not pro-rate the unused part of a period that has already started, except as described below or where required by law.
A customer pack is a one-off prepaid purchase, not a subscription, and it does not renew. A pack stays valid for its full stated period — currently 12 months — and SURVIVES CANCELLATION: if you cancel the paid plan, your account returns to the free plan and any unused pack balance remains available until it expires. Your plan's monthly customers are always used before a pack is drawn on, so buying one early never wastes it. Unused pack balance can be refunded pro-rata at our discretion; contact us.
Because a free plan is available indefinitely to evaluate the service, paid periods are generally non-refundable once started. As a goodwill measure, if you were charged for a first paid period and the core service was not usable due to a fault on our side, contact us within 7 days of that charge and we will work with you on a fair resolution, which may include a full or partial refund. Refunds are never reduced by tax we did not have to remit.
Fees you pay directly to third-party providers — WhatsApp/Meta, Telegram, LINE, AI model providers, SMS, and similar — are billed by those providers to your own accounts. They are not collected or marked up by us and are not refundable by us.
The price shown at checkout is the total amount you are charged. Where we are not registered for GST, no GST is charged, collected, or shown — and none is withheld from a refund. If and when GST registration applies, tax will be stated as a separate line at checkout and on your invoice rather than absorbed into the same headline price. Refunds, where granted, may be net of non-recoverable gateway fees where permitted by law.
Approved refunds are returned to the original payment method through the original payment gateway. Processing time depends on the gateway and your bank, and is typically 5–10 business days after approval.
To cancel or request a refund, email hello@orcalinq.com with your account email and the payment reference. We respond to billing requests as quickly as we can.