Tokens, payments and refunds
The cost of an analysis is deducted in tokens only after a report has been generated successfully. A failed run is not charged or is automatically compensated by returning the tokens to your balance.
Prices, limits and package renewal periods are shown on the Pricing page. Payments are processed by the connected payment provider (Paddle.com), which acts as the Merchant of Record for all transactions; Xellio does not store complete payment-card details.
Refund terms
You may request a full refund within 14 days of payment provided that the purchased tokens have not been used for any analysis. If some tokens have already been used, the refund is calculated proportionally to the unused balance.
For subscriptions: you may cancel automatic renewal at any time through your account settings. Cancellation stops future charges but does not refund the current paid period unless otherwise provided in this section.
Send refund requests to hello@xellio.ai, specifying the payment date and the reason for your request. We review requests within 5 business days. Refunds are issued through the same payment method used for the purchase.
These terms do not limit your mandatory consumer rights under the laws of your country of residence.