Legal

Refund Policy

Fair, transparent, and human. Here is exactly when you can get your money back — and how to ask.

Effective date: July 1, 2026

Overview

This Refund Policy describes when and how Xorviex issues refunds for payments made on the Service. By subscribing to a paid plan or purchasing Operation Units (OUs), you agree to this policy.

We want every customer to succeed with Xorviex. If something goes wrong on our end, we will make it right.

Monthly & Annual Subscriptions

Subscription fees are charged in advance at the start of each billing cycle. Because access to the Service is granted immediately upon payment, subscriptions are generally non-refundable.

When We Do Refund

  • →Duplicate charges: if you are billed more than once for the same subscription period, we will refund the extra charge in full
  • →Billing errors: if an incorrect amount is charged due to a system error, we will correct it and refund the difference
  • →Significant service outage: if the Service is unavailable for more than 72 consecutive hours in a billing period due to our fault, we will issue a pro-rata credit for the affected days
  • →Within 48 hours of first-ever purchase: if you contact us within 48 hours of your very first subscription payment and have not yet used any OUs, we will refund in full — no questions asked

When We Do Not Refund

  • →Partial months or unused time after a mid-cycle cancellation
  • →Downgrading from a higher plan to a lower plan mid-cycle
  • →Forgetting to cancel before a renewal date
  • →Dissatisfaction with AI-generated outputs (we encourage you to use the free trial period to evaluate the Service before subscribing)
  • →Account suspension due to a Terms of Service violation

Annual subscriptions may be refunded on a pro-rata basis (minus any discount applied for annual billing) if you cancel within the first 14 days of the annual term and have consumed fewer than 5,000 OUs.

Pay As You Go & Operation Units

Pay As You Go charges are billed in arrears based on OUs actually consumed by your agents. Because these charges reflect compute already delivered, they are non-refundable except in the following cases:

  • →OUs consumed due to a confirmed platform bug that caused agents to run erroneously — we will credit the affected OUs to your account
  • →Duplicate OU charges caused by a billing system error
  • →Pre-purchased OU bundles (if applicable) that have not been consumed may be refunded within 30 days of purchase at our discretion

Credits vs. Cash Refunds

In most cases where a refund is warranted, we will first offer account credits (applied to your next billing cycle) rather than a cash refund. If you prefer a cash refund and are entitled to one under this policy, we will process it to the original payment method.

Credits are non-transferable and have no cash value. They expire 12 months from issuance.

How to Request a Refund

To request a refund, email us at [email protected] with the subject line "Refund Request" and include:

  • →Your account email address
  • →The charge date and amount
  • →A brief description of why you are requesting a refund
  • →Any relevant screenshots or order confirmations

We will respond within 5 business days. Approved refunds are processed within 7–10 business days and may take an additional 5–10 business days to appear on your statement depending on your bank or card issuer.

Chargebacks

If you initiate a chargeback with your bank without first contacting us, we reserve the right to suspend your account pending investigation. We would much rather resolve the issue directly — please reach out to [email protected] first.

Fraudulent chargebacks may result in permanent account termination and referral to relevant authorities.

Cancellation

You may cancel your subscription at any time from your account settings or by contacting us. Cancellation stops future billing but does not generate a refund for the current billing period (except as described in the Subscription section above).

After cancellation your account and data remain accessible until the end of the paid period. After that, the account is downgraded and you retain read access to your data for 30 days before it is scheduled for deletion.

Exceptions & Goodwill

We review every situation individually. If circumstances outside the standard policy arise — such as a medical emergency, bereavement, or a natural disaster — contact us and we will do our best to accommodate you.

We want Xorviex to be a platform you trust. If you feel this policy has not been applied fairly, escalate to [email protected] and ask for a senior review.

Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a new effective date. Continued use of the Service after changes take effect constitutes acceptance of the updated policy.

Contact

For billing questions, refund requests, or disputes:

Need a refund?

Contact our billing team directly — we respond within 5 business days.

Request a Refund →Terms of Service