Refund Policy

1. Our Commitment to Fair Refunds

OrderWeave is operated by Holocorp LTD (Company No: PVT-EYUD6EL), a company registered in Kenya with our registered office at Ground Floor, Longonot Place, Kijabe Street, Nairobi, Kenya (P.O. Box 12901 00100 Nairobi, Kenya). Throughout this policy, "we," "our," or "us" refers to Holocorp LTD and the OrderWeave service.

At OrderWeave, we stand behind the quality of our service. We want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be granted.

All payments are processed through our payment provider, Paddle.com, which handles refund transactions securely.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for all new subscribers.

Eligibility:

• First-time subscribers to OrderWeave
• Request must be made within 14 days of initial subscription
• Applies to monthly and annual subscriptions
• Full refund of the subscription fee (100% of payment)

How to Request:

To request a refund during the 14-day guarantee period:

• Contact our support team at support@orderweave.com
• Include your account email and subscription details
• Briefly explain your reason for the refund (optional but helps us improve)
• Allow 5-7 business days for refund processing

3. Pro-Rated Refunds for Annual Subscriptions

For annual subscriptions canceled after the 14-day guarantee period:

Within First 90 Days:

• Pro-rated refund available based on unused months
• Calculated as: (Remaining months / 12) × Annual subscription price
• Minimum usage charge equivalent to 1 month applies

After 90 Days:

• Pro-rated refunds considered on a case-by-case basis
• Contact support to discuss your specific situation
• Refunds at our discretion based on circumstances

4. Monthly Subscription Cancellations

For monthly subscriptions:

• Within 14 days: Full refund under money-back guarantee
• After 14 days: No refund for current billing period; access continues until period ends
• Cancellation: Cancel anytime; no further charges after current period
• Future billing: Cancellation prevents future charges but does not refund current period

5. Service Outages and Technical Issues

We are committed to providing reliable service. In the event of significant service disruptions:

Extended Outages:

• Service unavailable for more than 48 consecutive hours
• Pro-rated credit or refund for affected period
• Automatic notification and credit application

Critical Bugs:

• Sync failures affecting core functionality
• Data integrity issues not resolved within 72 hours
• Partial refund or service credit considered

Note: Scheduled maintenance and minor disruptions do not qualify for refunds.

6. Non-Refundable Situations

Refunds will not be provided in the following cases:

• Violations of our Terms of Service
• Account termination due to prohibited activities
• Failure to cancel before renewal date (except within 14-day guarantee)
• Issues caused by third-party platforms (ERPNext, WooCommerce, Shopify)
• Misconfigurations on your end
• Change of mind after 14-day guarantee period
• Duplicate subscriptions (contact support for assistance)

7. Refund Processing Time

Once a refund is approved:

• Processing Time: 5-7 business days from approval
• Payment Method: Refund to original payment method
• Bank Processing: Additional 3-10 business days depending on your bank
• Notification: Email confirmation sent when refund is processed

8. Upgrade and Downgrade Policy

Upgrades:

• Immediate access to higher-tier features
• Pro-rated charge for the remainder of current billing period
• New tier pricing applies from next billing cycle

Downgrades:

• Current tier features available until end of billing period
• Lower tier pricing applies from next billing cycle
• No pro-rated refunds for downgrades

9. Special Circumstances

We understand that exceptional situations may arise:

• Business closure or bankruptcy
• Force majeure events affecting your business
• Duplicate charges or billing errors

Contact our support team to discuss your specific situation. We review each case individually and may offer flexible solutions.

10. Chargebacks

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

• Chargebacks may result in immediate account suspension
• Most issues can be resolved through our support team
• Chargebacks incur administrative fees that we must pass on
• Contact billing@orderweave.com to resolve billing disputes

11. Contact Information for Refund Requests

To request a refund or discuss billing concerns:

• Company: Holocorp LTD (Company No: PVT-EYUD6EL)
• Address: Ground Floor, Longonot Place, Kijabe Street, Nairobi, Kenya
• P.O. Box: 12901 00100 Nairobi, Kenya
• Phone: +254 732 03 03 03 or +254 752 03 03 03
• Email: billing@orderweave.com
• Support: support@orderweave.com
• Website: https://orderweave.com/support

Please include:

• Your account email address
• Transaction or subscription ID
• Reason for refund request
• Preferred resolution (refund, credit, other)

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.

Significant changes will be communicated via email to active subscribers.