Refund Policy

Sold by XenoStep AI LLC. Refund handled by XenoStep AI LLC.

1. Refund Eligibility

1.1 Duplicate Charges

1.1.1 A Customer is eligible for a refund when XenoStep AI LLC confirms that the same Product or Service was charged more than once for the same billing period or order.

1.1.2 If a duplicate charge is caused by a bank authorization hold rather than a settled charge, XenoStep AI LLC will explain the status and timing instead of issuing a refund.

1.2 Service Not Delivered

1.2.1 A Customer is eligible for a refund when XenoStep AI LLC confirms that paid access was not delivered and the issue was not caused by incorrect Customer information, unsupported use, sanctions restrictions, fraud controls, or Customer breach of applicable terms.

1.2.2 XenoStep AI LLC may first attempt to restore access or deliver the purchased item before issuing a refund.

1.3 Technical Failure Within 30 Days

1.3.1 A Customer may request a refund for a material technical failure within 30 days after purchase when the failure prevents use of the purchased Product or Service.

1.3.2 The Customer must provide reasonable details so XenoStep AI LLC can confirm the issue, such as account email, device or browser information, screenshots, error messages, and the steps that led to the failure.

2. Non-Refundable Items

2.1 Requests After 30 Days

2.1.1 Refund requests made more than 30 days after the original purchase date are not refundable unless required by law or approved by XenoStep AI LLC in writing.

2.2 Partial Month Usage

2.2.1 Subscription fees for a partially used billing period are not refundable unless required by law or unless the Refund Eligibility section applies.

2.2.2 Canceling a subscription stops future renewals but does not automatically create a refund for the current billing period.

2.3 Customer-Caused Issues

2.3.1 Refunds are not available for loss of access caused by Customer breach, prohibited activity, unsupported configurations, sanctions restrictions, fraud controls, or inaccurate billing information.

3. Refund Process

3.1 How to Request a Refund

3.1.1 Customers should contact support@xenostep.ai with the account email, order number, charge date, amount, Product or Service name, and reason for the request.

3.1.2 XenoStep AI LLC may request additional information to verify the purchase, investigate the request, and prevent fraud.

3.2 XenoStep Processes Refunds

3.2.1 XenoStep AI LLC processes refunds for purchases covered by this Refund Policy.

3.2.2 The Supplier does not process refunds for these purchases.

3.3 Timing

3.3.1 Approved refunds are usually submitted to the payment processor within 5 to 10 business days.

3.3.2 The Customer's bank, card issuer, or payment method provider may take additional time to post the credit.

4. Chargebacks

4.1 Merchant of Record

4.1.1 XenoStep AI LLC is the merchant for charges covered by this Refund Policy.

4.1.2 Customers should contact XenoStep AI LLC before filing a chargeback so the issue can be reviewed quickly.

4.2 Evidence

4.2.1 When a chargeback is filed, chargeback evidence is provided by XenoStep AI LLC.

4.2.2 Evidence may include order records, account access logs, communications, refund decisions, subscription consent records, renewal notices, and payment processor records.

5. Contact

5.1 Refund Support

5.1.1 Refund questions should be sent to support@xenostep.ai.

5.1.2 Customers should include enough information for XenoStep AI LLC to identify the charge.