Refund policy

1. What this policy covers

This policy applies to charges for OrkenFlow software, integration and services provided by Levanta Payments LLC. It does not govern merchant purchase refunds, chargebacks, rolling reserves or third-party payment settlements.

OrkenFlow does not receive, hold, control or settle merchant or end-customer funds at any point. Acquiring, payment processing, fund handling and settlement are the responsibility of the relevant PSP or payment provider under its direct agreement. Any refund of OrkenFlow’s own service fees is separate from merchant processing funds and does not make OrkenFlow responsible for handling or settling those funds.

2. Your agreement and legal rights come first

Refund eligibility is governed by your applicable signed order or agreement and mandatory law. Requests are assessed individually under those terms. Specifically agreed rights and remedies, including remedies for an OrkenFlow breach, remain available.

Your signed documents and current published pricing describe the applicable commercial terms. Updates to this policy do not retroactively amend signed contracts.

3. Incorrect charges and agreed service delivery

Please contact us if you believe you were charged twice, charged incorrectly or did not receive a documented service within the agreed scope. We review the invoice, applicable agreement and supporting evidence to determine the appropriate correction or remedy.

A review of nondelivery considers what was actually committed, client cooperation and required documentation/access, work delivered and any applicable contractual or legal remedy. A published roadmap item is not an agreed delivery commitment unless expressly included in your signed documents.

4. Setup, integrations and custom work

Requests concerning setup, MID integration or custom development are reviewed against the agreed scope, milestones, acceptance terms and work completed. The relevant agreement determines how completed work, undelivered scope and any payment adjustment are treated.

A bank decline, merchant rejection, provider freeze, processing performance or change of mind does not by itself create an automatic refund entitlement. This does not prejudice your contractual or mandatory legal rights, or remedies for failure by OrkenFlow to meet an agreed obligation.

5. Subscription cancellation

Cancellation ends future service and billing according to the agreed notice and commitment requirements. Cancellation alone does not create an automatic prorated refund for an existing service period; any entitlement is determined by the applicable agreement and law.

Existing agreed trial and commitment terms remain unchanged. Confirm account-specific cancellation instructions through your agreed support channel.

6. Shared PSP access and processing disputes

Shared access availability, buy rates and processing terms are subject to the direct agreement between the requesting and providing PSPs/Admins. OrkenFlow is not a party to that agreement and provides technical connectivity only.

Processing-rate disputes, merchant refunds and settlement issues must be addressed with the responsible PSP/payment provider under that agreement. Requests about OrkenFlow’s separately charged technical services are reviewed under your OrkenFlow agreement. See connector options and responsibilities.

7. How to request a review

Send your request to support@orkenflow.com or your agreed account support/contact channel. Include:

• Your customer or company identification and a relevant invoice or charge reference.
• The reason for your request and the affected service or agreed milestone.
• Relevant dates, correspondence and supporting evidence sufficient to understand the issue.

Do not include passwords, API credentials or full card data. We may request additional proportionate information through an appropriate secure channel.

The website demo inquiry form only prepares a local download and does not submit a refund request. Use email or your agreed account contact to send the request.

8. Review, outcome and approved returns

We review the information against your signed agreement, the agreed service scope and applicable law, and notify you of the outcome in writing. Where an adjustment or return is approved, it will be made to the original payer and payment method where feasible, or through another appropriately verified arrangement.

Return timing depends on the payment method and provider and any verification needed; we will communicate the expected timing when a return is approved. Your signed agreement and applicable mandatory rights prevail over this general website policy. If you disagree with the outcome, use the agreed escalation or dispute process.