1. Overview
Xelnovia plans are billed monthly in advance. Because account setup and infrastructure provisioning costs are incurred as soon as your account is configured, refunds are limited as described below.
2. Monthly Subscription Billing
Your plan renews automatically every month on your billing date unless cancelled beforehand. You will be charged the full monthly fee at the start of each billing cycle.
Charges are non-prorated. If you cancel partway through a billing cycle, your service remains active until the end of that cycle, but no partial-month refund is issued for the unused portion.
3. First-Month Refund Eligibility
If you are a new customer and your service was never successfully provisioned (for example, due to a technical setup failure on our end), you are entitled to a full refund of your first payment.
Once your account has been provisioned and the service is active and usable, the first month's payment is considered earned and is non-refundable, regardless of how much the service was actually used.
4. Non-Refundable Items
The following are non-refundable under all circumstances:
- Any month already fully or partially elapsed at the time of cancellation
- Usage already incurred within a billing cycle, including any metered or overage charges beyond a plan's included allowance
- Account provisioning, number assignment, or other one-time setup costs
- Any add-on service or custom work already delivered, including custom development or design work once started
5. Cancellations
You may cancel your subscription at any time by calling +1 (313) 666-3124 or emailing support@xelnovia.com. Cancellation stops future billing but does not retroactively refund the current billing cycle.
Upon cancellation, your account, associated data, and any assigned resources (such as a phone number or stored files) may be deactivated and are not guaranteed to be recoverable after a reasonable grace period. We recommend keeping your own backup of anything important to you before cancelling.
6. Resources Tied to an Active Subscription
Some plans include a resource that is tied to an active subscription, such as a dedicated phone number. If your subscription is cancelled, or payment fails and is not resolved, that resource may be released and reassigned to another customer. Xelnovia is not responsible for the loss of any such resource due to non-payment or cancellation.
7. Failed or Disputed Payments
If a payment fails, your service may be paused until payment is resolved. Repeated failed payments or unauthorized chargebacks may result in immediate suspension or termination of service without refund.
8. Exceptional Circumstances
Refund requests outside the scope of this policy — for example, extended service outages caused directly by Xelnovia — will be reviewed on a case-by-case basis at our discretion. Submit such requests with relevant details to support@xelnovia.com or by calling +1 (313) 666-3124.
9. How to Request a Refund
To request a refund under the terms above, email support@xelnovia.com or call +1 (313) 666-3124 with your account details and the reason for the request. Eligible refunds are processed within a reasonable timeframe using the original payment method where possible.
10. Policy Updates
Xelnovia may update this Refund Policy from time to time to reflect changes in billing practices or service terms. Updated versions become effective when published on this page.
11. Contact Information
For billing or refund questions, please contact:
Xelnovia
Phone: +1 (313) 666-3124
Email: support@xelnovia.com