Billing & Refund Policy

This Billing & Refund Policy explains how Ordnary bills for paid services and how refunds work. It supplements the Terms of Service and the Ordnary Web Services Terms. Payments are processed through Ordnary Pay and our payment partners.

Plans and pricing

Paid services may be offered as:

• subscriptions: recurring fees (for example monthly or annual) for access to a product or tier;
• usage-based plans: fees based on consumption, such as API tokens or Ordnary Web Services resources;
• prepaid credit: a balance you purchase in advance and draw down; and
• custom / enterprise: terms set out in a separate order or agreement.

Prices are shown at checkout or on our pricing pages and may change with notice as described below.

Payment methods through Ordnary Pay

Ordnary Pay supports payment methods such as card payments, PayPal, and Wero (via iDEAL), depending on your region. You authorize Ordnary and our payment partners to charge your chosen payment method for all fees due, including recurring and usage-based charges. You must keep a valid payment method on file for paid services.

Billing cycle and renewals

Subscriptions renew automatically at the end of each cycle, until you cancel. Usage charges are billed in arrears for the relevant period. We may charge prepaid amounts up front and draw down usage against the balance. We may retry a failed payment and suspend paid services for non-payment, after notice.

Taxes

Prices are exclusive of taxes unless stated otherwise. You're responsible for applicable VAT or other taxes, except taxes on Ordnary's income. Where we're required to collect tax, it will be added at checkout or on your invoice. Provide accurate tax information (for example, a valid VAT number) where required.

Cancellation

You can cancel a subscription at any time from your account. Cancelling stops future renewals; it doesn't by itself refund the current period. After cancellation, you retain access until the end of the paid period, unless we're required to end access sooner.

Refunds

General rule: except where legally required or otherwise stated below, fees are non-refundable, and we don't provide refunds or credits for partial periods, unused access, or usage already incurred.

Subscriptions: refund requests are assessed against the billing date, whether access was granted, whether there was material usage, and any signals of abuse or fraud.

Usage-based charges and Ordnary Web Services: charges for consumed tokens, compute, storage, and other resources are generally non-refundable once incurred. Provisioned but unused resources still accrue charges.

Prepaid credit: unless otherwise stated, credit is non-refundable and may expire.

Custom/enterprise: governed by the relevant order or agreement, which may set out milestones, cancellation rights, or termination fees.

Consumer right of withdrawal (EU)

If you're a consumer in the EU, you may have a statutory 14-day right of withdrawal for certain purchases. Where you request immediate access to digital content or services and acknowledge that you lose the right of withdrawal once performance begins, that right may not apply, or may be reduced proportionally to the service already provided. Nothing in this policy limits mandatory consumer-protection rights.

Exceptional cases

We may, at our discretion, review refunds for clear billing errors, duplicate charges, or technical failures attributable to Ordnary. Granting a refund in one case doesn't create an entitlement to a refund in other cases.

Price changes

We may change prices. For subscriptions, we'll give reasonable advance notice before a change takes effect at your next renewal, so you can cancel if you don't agree. Usage prices may change prospectively with notice.

Chargebacks and disputes

Think a charge is wrong? Contact billing@ordnary.com first so we can review it. Initiating a chargeback or payment dispute without first contacting us may result in suspension of the relevant service while we investigate. We may contest chargebacks we consider invalid.

Requesting a review

Email billing@ordnary.com with the order or invoice details, your account information, the service name, and a description of the issue. We'll assess the request against the type of service, delivery status, usage, applicable terms, and the law.

Contact

Billing questions: billing@ordnary.com.

For urgent requests, call +31 85 401 3197.