REFUND & CHARGEBACK POLICY

1. Introduction

Thank you for choosing Sec30, operated by Orbitum Tech OÜ (Registration Number: 17390885). We are committed to providing high-quality AI-powered creative services. Since our products are digital in nature, purchases are generally final. However, we offer refunds in specific circumstances to ensure fairness. This policy explains when refunds may be granted and how to request them.

Important: By purchasing tokens and starting to use the Service, you expressly consent to immediate performance and acknowledge that you lose your statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU, Article 16(m)). This means that once tokens have been delivered to your account and you begin using the Service, you waive your 14-day cooling-off period.

How the statutory and commercial policies interact: If you have not yet used any tokens, you may exercise your 14-day statutory withdrawal right for a full refund (see our Terms and Conditions, Section 4A). Once you begin using tokens, the statutory withdrawal right no longer applies; however, our commercial refund policy (Section 3 below) still allows a refund within 7 days of purchase provided less than 10% of the purchased tokens have been used.

2. Token System Overview

When you purchase tokens on Sec30:

• Tokens are delivered instantly to your account upon successful payment
• Tokens do not expire while your account remains active
• Tokens can be used for any AI services available on the platform
• All transactions are processed securely through PCI DSS-compliant payment providers

3. Refund Eligibility

When Refunds May Be Granted

You may be eligible for a refund in the following circumstances:

• Duplicate Charges: You were incorrectly charged multiple times for the same purchase
• Non-Delivery: Tokens were not delivered to your account within 24 hours of payment
• Technical Failures: Platform issues prevented you from using purchased tokens
• Within 7 Days: Refund requested within 7 days of purchase AND less than 10% of tokens used (see Section 3A below for definition)

When Refunds Are Not Available

Refunds will generally not be issued if:

• More than 10% of purchased tokens have been used (see Section 3A below for definition)
• More than 7 days have elapsed since the purchase date
• Dissatisfaction is based on subjective AI output quality (results vary by model and prompt)
• Account was terminated for violation of Terms of Service
• Change of mind after using the tokens
• Promotional or bonus tokens (these have no cash value)

3A. Definition of "Tokens Used"

For the purposes of this policy, "tokens used" means tokens that have been actually deducted (debited) from your account balance as a result of using AI services on the platform. This includes tokens consumed for:

• Sending messages to AI agents (text generation)
• Generating images via AI models
• Any other Service feature that deducts tokens upon use

The 10% threshold is calculated as follows: (tokens deducted from the specific purchase ÷ total tokens in the specific purchase) × 100. For example, if you purchased a package of 100 tokens and 8 tokens have been deducted through AI usage, you have used 8% and remain eligible for a refund (subject to the 7-day time limit). Tokens that are still in your account balance and have not been deducted are considered unused.

4. How to Request a Refund

To submit a refund request:

1. Email our support team at [email protected] with "Refund Request" in the subject line
2. Include your registered email address and transaction ID or order reference
3. Provide a clear explanation of why you are requesting a refund
4. Attach any relevant evidence (screenshots, error messages) if applicable

Our team will acknowledge your request within 24-72 hours and provide a decision within 5 business days.

Official Communication Channel

Email correspondence at [email protected] is the sole official communication channel for all refund requests, disputes, and related matters. Communications through any other channel (social media, third-party platforms, etc.) are not considered official and may not be processed.

Additional Information

Orbitum Tech OÜ reserves the right to request additional information or documentation to verify your identity, the transaction in question, or the circumstances of your refund request. Failure to provide requested information within 14 days may result in the closure of your refund request.

5. Refund Processing

If your refund is approved:

• Unused tokens will be deducted from your account
• The refund will be processed to your original payment method
• Processing typically takes 7-10 business days, depending on your bank or payment provider
• You will receive email confirmation once the refund has been initiated
• Refunds are issued in the original transaction currency

We may offer alternatives such as account credit or service compensation before processing a monetary refund.

Internal review outcome: Once Orbitum Tech OÜ has reviewed your refund request and communicated its decision, that decision concludes our internal review process and no further internal appeal is available. This does not affect your statutory rights under applicable consumer protection law, including your right to seek resolution through the EU Online Dispute Resolution platform or a competent court.

6. Chargebacks & Disputes

Per Visa and MasterCard regulations, you may file a chargeback with your card issuer within 120 days of the transaction or discovery of an issue. However, we strongly encourage you to:

• Contact us first at [email protected] to resolve the matter directly
• Allow us the opportunity to investigate and address your concern
• Understand that chargebacks may result in immediate account suspension pending investigation

Evidence submission: In the event of a chargeback, Orbitum Tech OÜ reserves the right to submit all relevant evidence to the card networks and payment processors to dispute the chargeback. This evidence may include, but is not limited to: transaction records, account activity logs, IP address records, delivery confirmation of tokens, service usage data, and prior correspondence with you.

We are committed to resolving disputes fairly and promptly. Direct communication often leads to faster resolution than the formal chargeback process.

7. Unauthorized Transactions

If you believe an unauthorized transaction occurred on your account (e.g., your payment method was used without your consent), please contact us immediately at [email protected]. We will investigate all reports of fraudulent activity and issue full refunds for confirmed unauthorized transactions with no conditions.

8. Service Interruptions

In the event of extended Service downtime exceeding 24 consecutive hours, Orbitum Tech OÜ may, at its discretion, provide token compensation to affected users. Compensation will be calculated based on the duration and impact of the interruption.

9. Fair Use

We reserve the right to deny refund requests that appear to abuse this policy or exploit the system. Patterns of repeated refund requests may result in account review, limitation, or termination.

10. Policy Updates

This Refund & Chargeback Policy may be updated periodically. Changes will be posted on this page with a revised "Last updated" date. Material changes will be communicated via email. Continued use of the Service after changes constitutes acceptance of the updated policy.

11. Complaints Process

If you are dissatisfied with the outcome of a refund request or any other aspect of the Service, you may submit a formal complaint by emailing [email protected] with the subject line "Formal Complaint". We will acknowledge your complaint within 2 business days and provide a final written response within 15 business days. If you remain unsatisfied, you may escalate through the EU Online Dispute Resolution platform or the competent courts of your Member State of residence.

12. Contact Us

For refund requests, payment disputes, or questions about this policy: