Refund Policy

1. Guarantee and refund window

We offer a satisfaction guarantee on the first charge of every paid subscription. If, within the guarantee window, you decide Xonaplay isn't for you, we'll refund that first payment.

The guarantee window is [window to confirm, e.g. 14 days] calendar days from the date of the subscription's first charge. After that window, subsequent renewals are not refundable unless applicable law requires otherwise.

• Applies only to the first charge of a new subscription (upgrade to Pro or Enterprise).
• Covers the subscription charge, not metered usage charges (see the usage charges section).
• The account must be in good standing and free of Terms of Service violations.

This guarantee is a voluntary commercial commitment. It does not limit or replace any statutory refund or withdrawal rights you may have under the consumer law applicable in your [jurisdiction to confirm].

2. How to request a refund

Requesting a refund takes three steps and requires no calls or complicated forms:

• Step 1 — Email us. Send a message to [email protected] from the email tied to your account, stating the reason and, if you have it handy, the invoice ID or the most recent charge.
• Step 2 — Confirmation. We review the request and confirm whether it's eligible within [N business days to confirm, e.g. 3 business days]. If we need more details, we'll ask in that same reply.
• Step 3 — Refund. Once approved, we process the refund to the original payment method (card or processor) within [N days to confirm, e.g. 5 to 10 business days]. Final posting time depends on your bank or card issuer.

We cannot refund to a payment method other than the one used for the original purchase. If that card or account no longer exists, contact us to arrange an alternative.

3. Conditions and exclusions

For a refund to be eligible, the following conditions must be met. Some cases are expressly excluded:

• First charge only: the guarantee covers the first subscription payment. Subsequent automatic renewals are not refundable.
• Outside the window: requests made after the guarantee window are not refundable unless required by applicable law.
• Terms violations: accounts suspended or terminated for breaching the Terms of Service or the Content Policy (for example, infringing content, network abuse, or fraud) are not eligible for a refund.
• Usage already consumed: bandwidth, storage, and encoding actually used are not refundable (see the next section).
• One time only: the first-charge guarantee applies once per customer; it cannot be stacked across repeated sign-ups and cancellations of the same plan.

We reserve the right to deny requests that show a pattern of guarantee abuse (for example, repeatedly signing up and cancelling to use the service without paying).

4. Cancelling your subscription

You can cancel your paid subscription at any time from your account dashboard, with no need to contact us. Cancellation is self-serve: you're in control.

Cancelling stops future renewals and takes effect at the end of the current billing period. You keep access to your plan's features until that date, after which the account moves to the free Starter plan.

Cancelling does not automatically refund the period already paid. If you're within the first-charge guarantee window, request a refund following the process in section 2.

When you return to the Starter plan, free-plan limits may apply to your videos and usage. We recommend reviewing your content before the paid period ends.

5. Usage charges (bandwidth, storage, and encoding)

Beyond the fixed plan fee, Xonaplay may bill metered charges based on actual usage of the service. These charges reflect resources already delivered and, by their nature, are treated differently from the subscription.

Because bandwidth served, storage occupied, and encoding executed are consumption that has already happened, metered charges are not refundable once incurred, except in the case of a billing error on our side.

If you spot a metered charge that doesn't match your actual usage, email us at [email protected]: we'll review the usage detail and correct any confirmed billing error.

6. Contact

For refunds, questions about charges, or any billing matter, email us from your account address:

• Refunds and billing: [email protected]
• Legal matters: [email protected]

Service provider: Xonaplay. This policy may be updated; we'll post the current version on this page with its last-updated date.