Terms of the pilot service

Short, in plain words. Last updated 9 October 2026. By sending us a case you agree to these terms.

1. What Orbit Nine does

We help you pursue a refund, a dispute, an insurance claim or household administration by preparing documents, sending approved messages in your name, tracking deadlines and escalating through consumer channels that are open to any member of the public. You remain the complainant. We act on your instructions.

2. What Orbit Nine does not do

We are not a law firm and give no legal advice. We do not represent you in court or before a tribunal; where a hearing is needed, you attend, or you engage a lawyer.
We are not a financial adviser, broker, fund manager or insurer. We do not manage money, trade, recommend investments, or sell signals.
We never hold or move your money. Recoveries are paid by the other side directly to you.
We send nothing without your approval of that specific message or step.

3. Fees

Resolve (refunds and disputes): a success fee as shown for your region on the pricing page at the time you open the case. No recovery, no fee. Pilot cases have no case-opening fee.
Resolve (insurance claims): a success fee as shown for your region, capped as shown.
Family Desk: a monthly or yearly plan as shown. The amount and renewal date are shown before you pay. Cancel any time; access runs to the end of the paid period; no further charge.
Pass-through costs: official filing fees charged by a helpline, commission or tribunal are paid by you at cost and shown to you before the step is taken.
Success fees are due within 7 days of the money reaching your account. We may ask for proof of receipt.

4. Your part

Give true and complete information. A case built on a false statement is closed without fee and may be reported where the law requires.
Approve or decline each step within a reasonable time; deadlines on the other side do not wait.
Tell us at once if the other side pays you directly or contacts you.

5. Accepting and closing cases

We decide at intake whether we can take a case and say so within one working day. We may close a case if it needs a lawyer, if the other side's channel is unavailable in your country, or if instructions stop for 30 days. Either side can end a case at any time by email; fees already earned remain due.

6. Limits of liability

We take care, but we cannot promise an outcome, a timeline or the conduct of the other side. Our liability for any case is limited to the fees you paid us for that case. We are not liable for losses caused by information you gave us that was wrong or late.

7. Data

How we handle your data, including deletion, is in the Data and AI notice, which forms part of these terms.

8. Changes and law

We may update these terms; the date at the top changes and ongoing cases keep the terms they started under. The service is operated from Singapore and these terms are governed by Singapore law.

Questions: [email protected]