Legal
Refund Policy
1. What this policy covers
1.1 This policy applies to paid subscriptions to XAG's business apps and developer tools. It is part of our Terms of Use. Any other XAG service will state its own refund terms before you pay for it.
1.2 Subscriptions are billed monthly in US dollars (USD) through Stripe.
2. Free trials
2.1 A free trial costs nothing, so there is nothing to refund. You are not charged at the end of a trial unless you chose a paid plan.
2.2 If you were charged during or straight after a trial and you did not choose a paid plan, treat it as a charge made in error and follow section 4.
3. Cancelling
3.1 You can cancel at any time. To cancel yourself:
- Sign in to the Service.
- Open Billing.
- Use the option to manage your payment or cancel, and follow the steps.
3.2 You can also email hello@xaglobal.stream and we will cancel for you.
3.3 To avoid the next charge, cancel before your renewal date. After you cancel, the Service stays active until the end of the period you have paid for, and we do not charge you again.
3.4 We do not refund part of a month or unused time after you cancel, apart from the cases in sections 4 and 5.
4. When we will review a refund
4.1 Write to us within 14 days of the charge if:
- we charged you in error, for example a duplicate charge or a wrong amount;
- we charged you after you had cancelled, and you cancelled before the renewal date;
- the Service was materially unavailable to you. That means you could not use it for more than 24 hours in a row, or for more than 48 hours in total in the billing period, because of a problem on our side. This is not an uptime guarantee. It is how we treat serious outages.
4.2 Tell us the email address on your account, the name of the Service, the date and amount of the charge, and what happened. Please never send us a full card number.
4.3 We will reply within 5 business days and tell you what we decided and why.
4.4 Where we agree, we refund the affected charge in full or in part, whichever is fair.
5. If we withdraw a product
5.1 If we withdraw a product that you pay for, we will refund the unused part of your current paid period.
6. What we usually do not refund
6.1 We usually do not refund:
- part of a month, or unused time, after you cancel;
- charges that you tell us about more than 14 days after they were made, although we may still look at them if there is a good reason;
- usage-based charges for usage that really happened, unless the charge was wrong;
- problems caused by your own internet connection, devices or settings, or by your breaking our Terms.
7. How refunds are paid
7.1 We refund to the original payment method, through Stripe. We cannot refund to a different card or account.
7.2 After we approve a refund, it usually shows up within 5 to 10 business days. The exact time depends on your bank or card company.
7.3 We refund in US dollars, the currency of the charge. Any exchange rate differences are set by your bank and are outside our control.
7.4 If tax was charged on the amount we refund, the tax is refunded with it.
8. Chargebacks
8.1 If you do not recognise a charge or you are unhappy with one, please contact us first. We can usually fix it faster than a bank can.
8.2 If you start a chargeback, we will give your bank the information it asks for. We may pause your access while the dispute is open.
9. Your legal rights
9.1 Nothing in this policy limits any rights you have under the law where you live that cannot be waived.
10. Contact
Write to hello@xaglobal.stream with "Refund request" in the subject line.
XAGlobal, registered in Thailand, 108/1 Moo. 2, Umphur Chawang, Thambon NaGaCha, Nakorn Sri Thammarat, Thailand, 80150.