Billing Support Policy

Billing support: XenoStep AI LLC. Sold by XenoStep AI LLC. Refund handled by XenoStep AI LLC.

1. Billing Support Provider

1.1 Merchant of Record

1.1.1 XenoStep AI LLC is the Merchant of Record and handles all billing inquiries for purchases covered by this Billing Support Policy.

1.1.2 Billing inquiries should be sent to XenoStep AI LLC, not the software supplier.

1.1.3 The Supplier is the product provider only and is not the seller for the purchase transaction.

2. Scope

2.1 Charges

2.1.1 XenoStep AI LLC can help Customers identify charges, statement descriptors, invoices, receipts, taxes, failed payments, duplicate charges, and payment status.

2.2 Refunds

2.2.1 XenoStep AI LLC reviews refund requests under the Refund Policy and submits approved refunds through the payment processor.

2.3 Subscription Management

2.3.1 XenoStep AI LLC can help with renewal questions, cancellation instructions, plan status, billing cycle questions, and Customer Portal access.

2.4 Payment Method Updates

2.4.1 XenoStep AI LLC can direct Customers to secure Stripe-hosted tools for updating payment methods.

2.4.2 Customers should not send full card numbers by email or support ticket.

3. Response Time

3.1 First Response

3.1.1 XenoStep AI LLC targets a first response within 24 hours after receiving a billing support request.

3.2 Resolution

3.2.1 XenoStep AI LLC targets resolution within 5 business days for ordinary billing questions.

3.2.2 Complex issues, bank delays, chargebacks, tax reviews, fraud reviews, or processor investigations may take longer.

4. Contact

4.1 Billing Email

4.1.1 Billing support requests should be sent to billing@xenostep.ai.

4.1.2 Customers should include the account email, order number, charge date, amount, statement descriptor, and a short description of the issue.

5. Escalation

5.1 Escalation Request

5.1.1 If a billing issue is not resolved within the target resolution period, the Customer may request escalation by replying to the billing support thread.

5.1.2 XenoStep AI LLC may escalate issues to Stripe, a tax provider, a bank, a payment network, or the Supplier when needed to investigate the issue.

5.2 Final Billing Decision

5.2.1 XenoStep AI LLC makes the final billing support decision for charges, refunds, and subscription billing covered by this Billing Support Policy, subject to applicable law and payment network rules.