At Xeli AI, we believe in building long-term relationships with our customers through trust, transparency, and fairness. This Refund & Cancellation Policy explains how subscriptions, cancellations, refunds, and billing are handled.
By subscribing to Xeli AI, you agree to the terms outlined below.
1. Subscription Plans
Xeli AI offers subscription-based plans that renew automatically at the end of each billing cycle (monthly or annually, depending on your selected plan). Your subscription remains active until it is cancelled.
2. Cancelling Your Subscription
You may cancel your subscription at any time from your account settings or by contacting our support team.
To prevent your subscription from renewing, cancellation must be requested at least 7 calendar days before your next billing date.
If your cancellation request is received:
- 7 or more days before renewal: Your subscription will not renew, and you will not be charged for the next billing cycle.
- Less than 7 days before renewal: Your subscription may already be in the renewal process, and the upcoming payment may still be processed. Your cancellation will then take effect from the following billing cycle.
Your access to paid features will continue until the end of your current subscription period unless otherwise communicated.
3. Refund Policy
While subscription payments are generally non-refundable, we understand that exceptional situations can arise.
We may issue a full or partial refund at our sole discretion in genuine circumstances, including but not limited to:
- Duplicate or accidental charges
- Incorrect billing amount
- Technical issues that prevented reasonable use of the platform and could not be resolved within a reasonable timeframe
- Unauthorized transactions that are verified after investigation
- Other exceptional situations evaluated on a case-by-case basis
Each refund request is reviewed individually to ensure a fair outcome for both our customers and our business. Approval of one refund request does not guarantee approval of future requests.
4. Situations Generally Not Eligible for Refunds
- Change of mind after purchase
- Failure to use the platform after subscribing
- Forgetting to cancel before the renewal deadline
- Dissatisfaction with features that were clearly described before purchase
- Subscription renewals where cancellation was requested fewer than 7 days before renewal
- Temporary service interruptions caused by third-party providers beyond our reasonable control
- Violations of our Terms of Service resulting in account suspension or termination
5. Annual Plans
Annual subscriptions provide discounted pricing in exchange for a longer commitment. Unless required by applicable law or approved under exceptional circumstances, annual subscription payments are non-refundable once the subscription period has begun.
6. Free Trials & Promotional Offers
If your subscription begins with a free trial or promotional period, your paid subscription will automatically begin once the trial ends unless cancelled before the applicable cancellation deadline. No refunds will be issued for charges incurred after a trial converts into a paid subscription due to failure to cancel in time.
7. Failed or Disputed Payments
If a payment cannot be processed:
- Your subscription may be temporarily paused or downgraded.
- We may retry the payment using your selected payment method.
- Continued payment failures may result in suspension or termination of your subscription.
If you believe a charge is incorrect, please contact us before initiating a chargeback. Most billing issues can be resolved quickly through our support team.
8. Chargebacks
If a chargeback is initiated without first contacting us regarding a legitimate billing concern, we reserve the right to temporarily suspend access to the platform while the dispute is investigated. We encourage customers to reach out first so we can resolve any issues promptly and fairly.
9. Refund Processing
- Refunds will be issued using the original payment method whenever possible.
- Processing times depend on your payment provider or financial institution.
- Xeli AI is not responsible for delays caused by banks or payment processors.
10. Changes to Your Subscription
You may upgrade or downgrade your subscription where supported by the platform. Pricing adjustments, credits, or immediate billing changes may vary depending on your selected plan and billing cycle.
11. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time to reflect changes in our services, pricing, legal requirements, or business practices. The latest version will always be available on our website.
12. Contact Us
If you have any questions regarding billing, cancellations, or refunds, please contact our support team. We are committed to reviewing every request fairly and doing our best to provide a positive customer experience.