1. Our promise
XESO is a productivity tool, and we only want to keep the money of people who are actively getting value. If XESO isn't working for you, we would rather refund you than hold you to a subscription you don't use.
The short version:
• 14-day free trial on every new paid plan — you pay nothing during the trial, cancel anytime in Settings → Billing with one click.
• 30-day money-back guarantee on your first paid charge (monthly or annual) if XESO genuinely isn't for you.
• Annual plans are refunded on a prorated basis at any time if you cancel mid-term for dissatisfaction.
• No questions asked — just email billing@xeso.ai from the address on your account.2. Free trial
Every new paid plan (Pro, Team, Founding, Student) starts with a 14-day free trial. You add a payment method at checkout so your library stays writable when the trial converts, but we do not charge the card during the trial window.
You can cancel the trial at any time from Settings → Billing. Cancelling before day 15 means you are never charged — there is nothing to refund.
If you believe you were charged while still inside the trial window, email billing@xeso.ai and we will reverse the charge and investigate the root cause.3. 30-day money-back guarantee (monthly and annual)
On your first paid charge — whether monthly or annual — you have 30 calendar days to request a full refund for any reason. The clock starts on the date of the charge.
To request a refund under this guarantee:
1. Email billing@xeso.ai from the email address on your XESO account.
2. Tell us (optionally — we don't require it) what didn't work for you. Feedback helps us build a better product.
3. We will process the refund within 5 business days back to the original payment method.
This guarantee covers the first charge only. Subsequent renewals fall under §4 (monthly) and §5 (annual) below.4. Monthly subscriptions after the guarantee window
After your first 30 days, monthly XESO subscriptions are non-refundable on a per-month basis. You can cancel at any time from Settings → Billing — cancellation stops the next renewal, and you keep access through the end of the current billing period.
If you were charged for a month you didn't intend to renew (for example, you meant to cancel but forgot), email billing@xeso.ai within 7 days of the charge and we'll refund that month in full, no friction.
We do not refund months where the account was actively used — "actively used" means capture, chat, or export activity in the billing period. We interpret this generously in favour of the customer.5. Annual subscriptions
Annual plans come with the same 30-day guarantee as monthly (§3). After that window, you can cancel an annual plan at any time for a prorated refund of the unused months.
Example: you paid $120 for 12 months of Pro, used it for 5 months, and decided to cancel. You would be refunded roughly $70 (7 months × $10 monthly-equivalent) less any gateway fees we incurred.
To request a prorated refund, email billing@xeso.ai with your account email. Refunds are issued within 5 business days to the original payment method.6. Team and Founding plans
Team plans follow the same rules as monthly/annual (above), with one addition: if you remove seats mid-cycle, we credit the unused seat-days back to your account on the next invoice rather than issuing a cash refund. You can convert account credit to a cash refund by emailing billing@xeso.ai.
Founding plans are discounted for life in exchange for an upfront commitment. They are covered by the 30-day guarantee (§3). After 30 days, cancellation is treated like any other annual plan (§5) — prorated refund of the unused portion.7. Things we cannot refund
A small number of situations fall outside this policy:
• Usage-based add-ons or overage charges that were consumed (for example, BYOK pass-through compute you actually ran).
• Charges on accounts that have been suspended or terminated for violation of the XESO Terms of Service.
• Disputes or chargebacks opened with your bank without contacting us first — in that case we follow your bank's process rather than this policy.
If you're unsure whether a charge is refundable, email billing@xeso.ai first. We read every email.8. Statutory rights (Australian Consumer Law, UK, EU)
Nothing in this policy limits the rights you have under consumer protection law where you live.
• Australia: XESO is supplied with guarantees under the Australian Consumer Law that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
• UK / EU: Where your local consumer law grants you cooling-off or refund rights stronger than this policy, those rights apply in full.
• Chargebacks: We prefer to handle refund requests directly before you open a chargeback with your bank — it's faster and avoids unnecessary fees on both sides.
If a statutory right applies, email billing@xeso.ai and we will honour it without making you work through the above sections.9. How to contact us
• billing@xeso.ai — refunds, disputes, billing questions (monitored every business day)
• hello@xeso.ai — general product questions
• legal@xeso.ai — legal or compliance queries
When emailing about a refund, include:
• The email address on your XESO account
• The approximate date of the charge
• (Optional) a short note on what didn't work — it helps us improve
We respond to every refund email within 2 business days and process approved refunds within 5 business days.