Refund Policy
Version 2026-09-20
1. Scope
This Refund Policy applies only to subscription fees paid by a Tenant to OrderHood (operated by Kranotech Studios FZE) for use of the Platform, billed through a third-party payment gateway. It does not apply to any product or service purchased by a Customer from a Tenant's storefront — those purchases are transactions between the Tenant and the Customer, and refunds for them are governed solely by the Tenant's own refund and return terms. See Section 4 of the Platform Agreement.
2. Subscription Fees
Subscription fees are billed in advance on the cycle presented at checkout or in the Tenant's dashboard (typically monthly). Except as set out below or as required by applicable law, subscription fees already billed are non-refundable, including for a billing period that a Tenant does not fully use.
3. Cancellations
A Tenant may cancel its subscription at any time from its dashboard. Cancellation stops future billing from the next cycle onward; it does not refund fees already charged for the current or prior cycles. Access to the Platform continues until the end of the billing period already paid for.
4. Plan Changes
Upgrading or downgrading a subscription plan takes effect on the terms shown in the dashboard at the time of the change. OrderHood does not provide pro-rated refunds for the unused portion of a higher-tier plan when a Tenant downgrades mid-cycle, unless explicitly stated otherwise at the time of the change.
5. Billing Errors
If a Tenant believes it has been charged in error — for example, a duplicate charge or a charge after cancellation was confirmed — it should contact [email protected] within 30 days of the charge. Verified billing errors will be corrected or refunded.
6. Service Suspension or Termination by OrderHood
Where OrderHood suspends or terminates a Tenant's account for breach of the Platform Agreement, non-payment, suspected fraud, or violation of its Acceptable Use terms, no refund is owed for the remainder of the current billing period.
7. How Refunds Are Issued
Approved refunds are issued to the original payment method used at checkout, processed through our third-party payment gateway, and may take several business days to appear depending on the Tenant's bank or card issuer. Refunds for a Tenant's own Customer purchases, where applicable, are handled separately through that Tenant's own payment processor (Razorpay or Stripe) and are outside the scope of this Policy — see Section 1.
8. Changes to this Policy
This Refund Policy may be updated from time to time; the version date at the top of this page reflects the version currently in force.
9. Contact
Questions about billing or this Refund Policy can be directed to [email protected], or by mail to Kranotech Studios FZE, Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates.