Refund Policy
Last updated: 18 October 2026
This policy explains how refunds work for payments made to Ordina Ltd (“Ordina,” “we,” “us”), a company based in Lagos, Nigeria, and for payments that customers make to businesses through Ordina. It sits alongside our Terms of Service; if the two ever differ, the Terms of Service apply. Nothing in this policy limits any right you have under the consumer law where you live.
1. Two kinds of payment
- Payments to Ordina are made by businesses that use Ordina: plan fees and usage balance top ups. Section 2 covers these.
- Payments to a business are made by that business’s customers for a booking or an order, through the business’s Ordina page, chat or payment link. Ordina provides the software and our payment partners collect the payment for the business. Section 3 covers these.
2. Payments to Ordina
Plan fees
Ordina plans are billed monthly or yearly, and the price is shown before you pay. You can cancel at any time from Billing in your dashboard. Cancellation takes effect at the end of the period you have paid for, and you keep access until then. Except where the law requires otherwise, plan fees are non-refundable, including for any unused part of a period.
Free trial
The free trial is free and needs no card. If an offer starts your trial with a card, the card is charged the full plan price when the trial ends unless you cancel before then, and that charge is a plan fee like any other.
Charges made in error
If we charged you by mistake, for example twice for the same period, after your cancellation took effect, while your account was suspended or deleted, or more than the price shown when you paid, we refund the amount charged in error in full. Tell us within 60 days of the charge, as described in section 4.
Usage balance
The usage balance is a prepaid balance for Secretary phone lines and calls, conversations past your plan’s allowance, and WhatsApp template messages. It is not refundable and cannot be withdrawn or transferred, except that a failed phone line purchase is credited back to your balance, and except where the law requires otherwise. Unused balance is not refunded when you delete your account. A top up charged in error is refunded as above.
Billing through Shopify
If your plan is billed through Shopify, its charges and any refunds follow Shopify’s billing terms.
3. Payments to a business
The business decides its refunds
Your booking or order is with the business, not with Ordina. Each business sets its own cancellation and refund policy, and decides whether to refund you. To ask for a refund, contact the business first: its contact details are on its Ordina page and in your confirmation messages. Cancelling a booking or an order does not refund you by itself.
Payments that went wrong
If you were charged but did not receive a confirmation of your booking or order, were charged twice, or were charged a different amount from the one shown at checkout, contact the business, or write to us as described in section 4 with your payment reference. We look into it with the business and our payment partner, and a payment taken in error is refunded to the card or account it came from.
How refunds reach you
A refund goes back to the card or account you paid with. Card refunds usually appear within 3 to 15 business days after they are made, depending on your bank. Processing fees that were shown and added at checkout may not be refundable, depending on the payment partner and the business’s policy.
Disputes and chargebacks
Please contact the business, or us, before you dispute a payment with your bank: most problems are solved faster that way. Disputes and chargebacks are handled by our payment partner with your bank under the card scheme’s rules.
For businesses
Refunds to your customers are your decision under your own policy, and you make them yourself. Record each refund in your dashboard so your revenue and reports stay right; you are responsible for refunds, disputes and chargebacks on your sales, as our Terms of Service explain. Please make your own cancellation and refund policy clear to your customers.
4. How to ask us about a refund
Write to help@useordina.com with:
- your name and the email address or phone number you used;
- for a plan or top up, your business name; for a booking or order, the business’s name;
- the date, the amount and the payment reference from your receipt or confirmation;
- what went wrong.
We reply within 2 business days. When a refund is due, we start it within 5 business days of agreeing it.
5. Changes to this policy
We may update this policy. The date at the top shows the latest version, and a change never affects a refund you asked for before it.