Refund & Cancellation Policy

This policy describes how subscriptions, prepaid credits, and disputed charges are handled on the Xcity platform. It is part of, and should be read together with, our Terms of Service.

1. Subscriptions

1.1 Free trial

New paid plans may include a free trial period. You will not be charged during the trial. We will send a reminder before the trial converts. You can cancel anytime during the trial from the Billing page; your account will revert to the Free tier at the end of the trial period without charge.

1.2 Monthly subscriptions

Subscriptions auto-renew at the end of each billing period (monthly). You can cancel at any time. After cancellation:

• You retain paid-tier access until the end of the current billing period.
• Your account reverts to the Free tier at the renewal date — no automatic prorated refund.
• If you reactivate before period-end, your subscription continues without interruption.

1.3 Annual subscriptions

If we offer annual plans in the future, they will be billed up front. Cancellations mid-period do not receive automatic refunds; refer to § 2 for discretionary refunds.

2. Discretionary refunds

We may, at our sole discretion, issue a partial or full refund within 14 days of the original charge in the following circumstances:

• Service unavailability — sustained outage exceeding our SLA commitment in a given billing cycle.
• Billing error — duplicate charges, incorrect quantity, or charges following a cancellation we failed to process.
• Material misrepresentation — a feature you specifically purchased was demonstrably unavailable for the entire billing period.
• Goodwill — first-time customers within 7 days of initial subscription, with no significant API usage on paid endpoints.

3. Non-refundable

The following are not eligible for refund:

• Usage-based charges (per-token, per-request, GPU-minute) that have been consumed.
• Prepaid credits older than 30 days that have already been added to your wallet.
• Subscription fees if your account has been terminated for a violation of our Acceptable Use Policy.
• Third-party charges (model providers, payment processors, taxes) — those flow through to the upstream party.

4. Prepaid credits (XCT tokens)

Credits added via the desktop client's Recharge flow:

• Are non-refundable after 14 days from purchase, except in cases of billing error or service unavailability per § 2.
• Do not expire while your account is active. Inactive accounts (no sign-in for 24 months) may have unused credits forfeited.
• Cannot be transferred between accounts or converted to fiat or cryptocurrency.
• Bonus credits (e.g. promotional grants) are non-refundable in all circumstances.

5. How to request a refund

Email billing@xcity.one from the email address on your Xcity account. Include:

1. Your Xcity user ID or account email
2. The charge ID (Stripe receipt or transaction reference)
3. The reason for the refund request

We aim to respond within 5 business days. Approved refunds are processed back to the original payment method within 5-10 business days; some banks take longer to post.

6. Chargebacks

Please contact us first before filing a chargeback. Chargebacks filed without prior contact may result in account suspension while we investigate. If we determine a chargeback is fraudulent, we may pursue recovery, including referral to collection.

7. Statutory rights

Nothing in this policy limits any consumer protections you have under applicable law, including (where applicable) EU/UK statutory cooling-off periods for distance contracts. EU consumers acknowledge that, by starting to use a digital service immediately, they may waive the right of withdrawal under Directive (EU) 2019/770 Art. 16.

8. Updates

We may update this policy. Changes apply to charges incurred on or after the "Effective" date at the top.

Questions: billing@xcity.one.