Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies to all paid Subscriptions to Xpecto® AI ChatBot, a product of Xpecto® IT Solutions, purchased directly through aichatbot.xpectoai.com. It supplements, and should be read together with, our Terms of Service. Where this Policy conflicts with a separately negotiated Enterprise Order Form, the Order Form prevails.

2. Free Trials

• Free trials, where offered, run for the duration stated at signup and do not require payment unless explicitly stated.
• If payment details are collected at trial signup, your Subscription will convert automatically to a paid plan at the end of the trial unless you cancel before the trial ends; no refund applies to charges correctly billed after an un-cancelled trial, since notice of conversion is given at signup and, where required by law, by reminder email before conversion.
• We reserve the right to limit trial eligibility to one per Customer/organization and to refuse or terminate a trial suspected of abuse.

3. Refund Eligibility

We want you to be satisfied with the Services. Refund requests are evaluated as follows:

• First-time Subscribers: eligible for a refund of the unused subscription fee if requested in writing within 14 calendar days of the initial purchase, subject to the token/credit deduction rule in Section 4 and the evaluation threshold below.
• Renewals: recurring/renewal charges are generally non-refundable, since renewal reminders are sent in advance and cancellation before the renewal date is the Customer's responsibility; refunds for renewals are considered only where required by applicable law or in cases of demonstrable billing error on our part.
• Annual Plans: the 14-day refund window in this Section applies only to the initial annual charge, not to subsequent renewals.
• Downgrades: switching to a lower-cost plan takes effect at the next billing cycle; we do not refund the difference for the current billing period already paid.

4. Subscription Fee vs. Consumed Tokens/Credits

Only the unused subscription fee is refundable. Tokens, messages, conversations, API calls, or other usage-based credits already consumed during the billing period are never refunded, whether the account is on a trial, monthly, or annual plan. Where a refund is approved under Section 3, it is calculated as follows:

• Step 1: Take the subscription fee paid for the current billing period.
• Step 2: Deduct the value of tokens/messages/credits already consumed, calculated at the plan's standard per-unit rate (or a pro-rata share of the plan fee corresponding to usage, whichever we determine is more appropriate for that plan type).
• Step 3: Deduct any non-refundable items listed in Section 5 (setup fees, add-on credit packs, professional services).
• The remaining balance, if any, is the refundable amount. If consumption during the window equals or exceeds the fee paid, no refund is due.

Evaluation Threshold: to prevent abuse of the 14-day window, a request may be declined in full, regardless of the calculation above, where consumption suggests the Services were used for a completed project or campaign rather than genuine evaluation. We assess this in good faith and will explain the basis for any partial or declined refund.

5. Non-Refundable Items

• One-time setup, onboarding, custom integration, or professional services fees, once work has commenced.
• Add-on credit packs, SMS/WhatsApp messaging credits, or usage-based charges already consumed.
• Subscription fees for accounts suspended or terminated for violation of the Terms of Service or Acceptable Use Policy.
• Third-party fees (e.g., payment gateway charges, currency conversion fees) which are non-recoverable once incurred.

6. How to Request a Refund

• Email invoice@xpectoitsolutions.com with your account email, invoice/order ID, and reason for the request.
• We will acknowledge your request within 2 business days and issue a decision within 7 business days.
• Approved refunds are credited to the original payment method within 7–10 business days, subject to processing times of your bank or payment provider, which are outside our control.

7. Cancellations

• You may cancel auto-renewal at any time from Account Settings → Billing, or by emailing invoice@xpectoitsolutions.com.
• Cancellation stops future billing but does not, by itself, entitle you to a refund of the current billing period already paid, except as set out in Section 3.
• Access to paid features continues until the end of the current billing period, after which the account reverts to a free or restricted tier, or is deactivated, per the then-current plan terms.
• We may retain exported Customer Data access for 30 days post-cancellation as described in our Terms of Service, after which it is deleted per our data retention schedule.

8. Failed Payments & Involuntary Cancellation

If a renewal payment fails, we will attempt to re-charge the payment method and notify you by email. If payment is not resolved within a reasonable grace period (typically 7 days), we may suspend or downgrade your Subscription. Reinstatement is subject to successful payment and does not entitle you to backdated service credit for the suspension period.

9. Chargebacks

Initiating a chargeback or payment dispute without first contacting us to resolve a billing concern is treated as a material breach of the Terms of Service and may result in immediate suspension or termination of your account and all associated data, in addition to any rights we have to contest the chargeback with the payment processor or pursue recovery of amounts owed.

10. Price Changes

As set out in our Terms of Service, we provide at least 30 days' notice of price increases effective at your next renewal. Continuing your Subscription after a price change takes effect constitutes acceptance of the new price; if you do not agree, you may cancel before the renewal date.

11. Enterprise & Custom Agreements

Customers on negotiated Enterprise Order Forms are subject to the refund, cancellation, and termination terms specified in that Order Form, which govern over this Policy in the event of any conflict.

12. Changes to This Policy

We may update this Policy from time to time; changes apply prospectively to purchases made after the updated "Last updated" date and do not retroactively affect completed transactions.

13. Contact Us

Billing queries: invoice@xpectoitsolutions.com
General/legal: support@xpectoitsolutions.com
Product: Xpecto® AI ChatBot (aichatbot.xpectoai.com)