Flights: refundability follows the fare, not Orbitaly
Orbitaly does not set flight cancellation or refund policy. Airlines do, through the fare rules attached to the specific ticket you bought. Some fares are fully refundable, some carry a change fee, and some are non-refundable outright. Momo and the flight's dossier will always show you what your specific fare allows before you cancel or change it, so you know the outcome before you act.
| Fare type | Cancel | Change |
|---|---|---|
| Refundable | Refunded to original payment method, per airline timing | Usually free or low fee |
| Basic / restricted | Often non-refundable; may qualify for an airline credit | Often not permitted, or fee plus fare difference |
| Any fare, within 24 hours | U.S. DOT rule: full refund if the booking was made at least 7 days before departure and cancelled within 24 hours of purchase | Same 24-hour window applies |
To cancel or change a flight, ask Momo or use the trip's dossier in the app. A cancellation or change request is submitted to the airline through Duffel; where a refund is due, it is issued back to your original payment method by the airline's own processing timeline, typically 7 to 20 business days depending on the airline and card issuer. Orbitaly does not hold your payment, so we cannot speed up an airline's own refund processing.
Subscriptions: refunded by Apple, not Orbitaly
Orbitaly Prime and Founders Club are sold as in-app purchases through Apple's App Store. Apple bills you and Apple processes refunds; Orbitaly does not have the ability to issue a refund for an App Store charge directly. To request one:
- Go to reportaproblem.apple.com, sign in with the Apple ID used for the purchase, find the Orbitaly charge, and choose "Report a Problem."
- Or, on your device: Settings → your name → Subscriptions, or the App Store app → your profile → purchase history.
Apple's refund decisions are made under Apple's own policy and timelines; Orbitaly is not able to override them. Cancelling a subscription (Settings → your name → Subscriptions) stops future renewals but does not itself refund the current billing period.
One-trip pass and group-pay
A one-trip pass ($9.99) unlocks the paid feature set for a single trip. Because it is consumed the moment it is applied to a trip, it follows the same App Store refund path as a subscription (above) if you believe it was purchased in error. Group-pay add-on passes purchased for other travelers on your trip follow the same path, refundable only through Apple, per traveler.
Credit-back
If you buy a one-trip pass and later decide to go annual or lifetime, Orbitaly credits what you paid for that pass toward the subscription, as long as you upgrade within 60 days of the trip's completion. This is a credit toward a new purchase, not a cash refund, and applies to your most recent eligible trip only.
Waitlist and contact form
Joining the waitlist and writing to us through the contact form are free. There is nothing to refund.
Questions
If a fare, a charge, or a credit does not match what this page describes, write to [email protected] with your trip or order details and we will look into it directly. [PLACEHOLDER: confirm a target response time for refund/cancellation support requests, e.g. 2 business days].