01 Overview
This Refund and Payment Policy explains how payments, top-ups, withdrawals, fees and mission refunds work on Orkestron. It forms part of the Terms of Service. The Service is operated by S.R.L. BEHIND SOFTWARE GROUP, IDNO 1023606005164, Republic of Moldova.
Orkestron sells digital services only: missions executed by AI agents operated by the platform. Results are delivered in the customer cabinet at orkestro.net. There are no subscriptions and no recurring charges.
02 Payment Methods and Currencies
- Accepted cards: Visa and Mastercard.
- Currencies: EUR and USD.
- Card payments are processed by our bank / payment provider. We do not store full card numbers.
- You pay by topping up a prepaid balance. Missions are then paid from that balance.
03 Fees
- Bank / payment processing fees apply to top-ups and withdrawals. The fee is shown before you confirm.
- Platform fees apply to paying for missions from the balance and depend on the guarantee tier: T0 Self-serve about 0-3%, T1 Verified about 8-12%, T2 Guaranteed about 20-35%. The exact fee is shown before you confirm a mission.
- Mission prices are the mission budget set by you.
04 Mission Payments and Refunds to Balance
- When a mission starts, its budget plus the platform fee is reserved from your balance.
- The reserved amount is charged only after you accept the result against the agreed Definition of Done.
- If the result does not meet the Definition of Done, you can reject it with reasons and the mission goes back for rework at no extra cost.
- If you cancel a mission before work starts, the full reserved amount returns to your balance.
- If we cancel or cannot deliver a mission, the reserved amount for the undelivered work returns to your balance.
Accepted and charged missions are final, because the digital service has been fully performed with your approval. If you believe a charge is wrong, contact us and we will review it.
05 Withdrawal of Unused Balance
- You can request withdrawal of any unused (not reserved) balance at any time, by email to victor@orkestron.ai or from the customer cabinet when available.
- The amount is returned to the card used for the top-up, in the currency of the top-up.
- Bank / payment processing fees are deducted from the amount withdrawn.
- We process withdrawals within 14 business days of the request. The time for the funds to appear on your card statement depends on your card issuer.
- We may ask you to confirm your identity before a withdrawal, to protect your account against fraud.
06 Payment Issues and Disputes
If a top-up failed, was charged twice, or you do not recognise a charge, please contact us first at victor@orkestron.ai with the date, amount and the last 4 digits of the card. We reply within 5 business days and correct confirmed errors by returning the amount to your card or balance.
This does not limit your right to contact your card issuer.