Refund & Cancellation Policy

This policy explains when purchases of XPass digital software access, onboarding, subscriptions, and AI token add-ons may be canceled or refunded. It does not limit rights that apply under mandatory consumer law.

1. How to request a refund or cancellation

Email support@xpass.work or use the Support page. Include your name, order email, charge date, amount, order or invoice ID, and the reason for the request. Submit refund requests within 7 calendar days of the relevant charge.

2. One-time setup fee

• Before onboarding begins: eligible for a full refund.
• After onboarding begins but before delivery: we will review the documented work completed and may refund the undelivered portion.
• After access and agreed onboarding deliverables are provided: the setup fee is generally non-refundable, except for a material delivery failure we cannot remedy or where required by law.

3. Monthly subscription charges

You may cancel at any time before the next billing date. Cancellation stops future renewals and leaves access active through the paid period. A renewal refund may be approved when requested within 7 calendar days and there has been no substantial use of the service or included AI allocation after renewal. Partial-month refunds are not normally provided.

4. Refundable billing and delivery problems

• Duplicate or incorrect charges caused by our billing error.
• Failure to provision purchased access within 5 business days when we cannot provide a reasonable remedy.
• Material service defects reported promptly that we cannot correct.
• Unauthorized charges after reasonable verification of the claim.
• Any refund required by applicable law.

5. Non-refundable circumstances

• Change of mind after digital access and onboarding deliverables have been provided.
• Used AI token add-ons or substantially used subscription periods.
• Third-party platform downtime, inventory changes, account restrictions, proxy performance, or external outcomes outside our control.
• Problems caused by unsupported configurations, inaccurate customer instructions, unauthorized use, or violation of platform rules.

6. Review and processing timeline

We aim to acknowledge and decide a complete refund request within 3 business days. Approved refunds are submitted to the original payment method within 5 business days. Your bank or card issuer may require an additional 5 to 10 business days to display the credit.

7. Disputes

Please contact us before filing a payment dispute so we can investigate the order and offer an appropriate remedy. This request does not waive your legal or cardholder rights.

8. Contact

Refund and cancellation support: support@xpass.work, +86-13916562121, or the Support page.