Refund, return and cancellation policy
ORCA is a digital subscription, so there is nothing physical to return. This page sets out, in plain words, when you get money back and how.
Try ORCA first
Every new account is offered a free trial of at least 7 days, once per person, so you can see ORCA working before you pay. How long it lasts depends on when you join: the first 100 people to join the orca.pk waitlist before launch get 30 days, and the next 900 people to start a trial get 14 days. Starting it may take a small card check, which is always refunded.
Cancelling within 7 days of a payment
If you paid the full price for a plan other than the student plan (Pod) and cancel within 7 days of that payment, we refund the days you have not used, pro rata. The same applies to each renewal payment.
Cancelling after 7 days
After 7 days there is no refund for that payment. Your plan runs to the end of the period you paid for, and cancelling stops the next renewal. Plans renew automatically until you cancel.
What we do not refund
We do not refund free trials, the student plan (Pod), or anything bought on a promotional offer, at a discount, or as part of a package sold below its full price, unless we charged you by mistake or ended your plan ourselves.
If we charge you by mistake
If we charge you twice, charge the wrong amount, or charge you after you cancelled in time, tell us and we correct the charge or refund the amount wrongly charged.
If we suspend or end your plan
If we suspend your account, the suspended days do not count as service delivered, and we add them back if we reinstate you. If we end your subscription, we refund the unused part.
Returns
There is nothing physical to return. Cancelling your subscription, as above, is how you end it. Our shipping and delivery policy explains how your plan starts.
How to ask for a refund
Email contact@orca.pk from the email address on your ORCA account, or call us on 0333 5124169. We start your refund within 2 business days of agreeing it, and send you a credit note.
How the money comes back
Refunds go back to the card or mobile wallet you paid with, never in cash and never to anyone else. Card refunds usually appear within 5 to 15 business days; that last step sits with your bank.
App store purchases
If you subscribed through an app store, that store's own refund process applies, and refunds are asked for from the store.
The full rules are in section 5 of our Terms of Service. If anything here reads differently, the Terms apply.