REFUND POLICY

1. General Refund Policy

Xenora operates on a no-refund policy for paid subscriptions. All subscription payments are final and non-refundable except as expressly set out in this Policy. We encourage all users to thoroughly evaluate the platform using our free plan before upgrading to a paid subscription.

Since we provide a free service tier with no credit card required, users have a full opportunity to assess the platform's features and capabilities before making any financial commitment. This no-refund position is consistent with standard SaaS industry practice and is permitted under the Consumer Protection Act, 2019 (India) for business-to-business software service agreements.

2. Free Plan Available

Before upgrading to a paid subscription, we strongly encourage you to:

• Start with our Free Plan: Test all core features at no cost with no time limit
• No Credit Card Required: Sign up and explore without any payment commitment
• Evaluate Features: Ensure the platform meets your business needs before upgrading
• Test AI Capabilities: Experience the quality of AI responses firsthand
• Explore Knowledge Base: Try creating and managing knowledge bases with your own content

Free Plan Includes: 10 cases · Access with core functionalities and a domain — giving you ample opportunity to evaluate whether Xenora is the right solution for your team before committing.

3. Exceptions to the No-Refund Policy

While we maintain a strict no-refund policy, we will consider refund requests in the following exceptional circumstances:

• Duplicate Charges: Technical errors resulting in multiple charges for the same subscription period
• Billing Errors: Incorrect charges or pricing discrepancies on our part
• Extended Service Failure: Unplanned outages preventing you from accessing the platform for an extended period (see Section 9)
• Unauthorised Charges: Charges made without your authorisation, subject to verification and applicable payment processor policies

Such exceptions are evaluated on a case-by-case basis at ByteFalcon Technologies' reasonable discretion and require contacting our support team with relevant supporting documentation. Approval of one exception does not create an obligation to approve future requests.

4. ByteFalcon-Initiated Termination

As set out in our Terms of Service (Section 13), if ByteFalcon Technologies terminates your subscription without cause — that is, for reasons other than a breach of the Terms of Service by you — the following applies:

• You will receive at least 30 days' prior written notice of termination
• A pro-rata refund of any prepaid subscription fees for the unused portion of your current billing period will be issued automatically to your original payment method
• No action is required from you — the refund will be initiated by ByteFalcon Technologies upon termination

This clause does not apply where termination is initiated due to your breach of the Terms of Service, misuse of the platform, or non-payment.

5. Annual Subscription Cancellation

If you are subscribed to an annual billing plan and choose to cancel before the end of your annual subscription period:

• Your cancellation will take effect at the end of your current annual subscription period
• You will retain full access to all paid features until the annual period expires
• No pro-rata refund is provided for the unused months remaining in an annual subscription cancelled by you — this is consistent with the pricing discount applied to annual plans
• No further charges will be made after cancellation takes effect

Exception for Annual Plans: If you cancel an annual subscription within 7 calendar days of your initial purchase and have not used the paid features beyond the free plan equivalent limits, you may contact [email protected] to request a goodwill refund. Such requests are evaluated at ByteFalcon's sole discretion and are not guaranteed.

6. How to Request a Refund Exception

If you believe you qualify for a refund exception under Section 3, please follow these steps:

Refund exceptions are evaluated objectively but are granted only in the circumstances set out in Section 3. Submitting a request does not guarantee approval.

7. Refund Processing

If a refund request is approved or a pro-rata refund is due under Section 4:

• Refunds will be initiated within 7–10 business days of approval or termination notice
• The refund will be credited to your original payment method — Razorpay (India) or Stripe (international)
• Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account after initiation
• For Indian Tenants, the GST component of any approved refund will be processed in accordance with applicable GST regulations and a credit note will be issued
• You will receive a confirmation email with a reference number once the refund has been initiated

Currency Note: Refunds are issued in the original billing currency (INR, USD, or AED). ByteFalcon Technologies is not responsible for any exchange rate differences or foreign transaction fees applied by your bank or card issuer.

8. Cancel Anytime

You have complete control over your subscription and can cancel at any time through your account settings or by contacting [email protected].

• No Questions Asked: We do not require a reason for cancellation
• Immediate Effect: Cancellations take effect at the end of the current billing period
• Continued Access: You retain full access to all paid features until your billing period ends
• Automatic Downgrade: Your account automatically reverts to the free plan after cancellation
• No Hidden Fees: No cancellation fees, penalties, or exit charges of any kind

Important: Cancelling your subscription does not trigger a refund for the current billing period. You will have full access to paid features until the period ends, and no further charges will occur after that date.

9. Service Downtime and Credits

In the event of service downtime or outages, the following applies:

• Planned Maintenance: Scheduled maintenance windows communicated in advance do not qualify for refunds or service credits
• Extended Unplanned Outages: Unplanned outages exceeding 24 consecutive hours that prevent you from accessing the Service may qualify for service credits
• Service Credits: Approved credits will be applied to your next billing cycle — they are not issued as cash refunds
• Third-Party Infrastructure: Outages caused by third-party providers (cloud infrastructure, WhatsApp API, etc.) will be assessed on a case-by-case basis in accordance with Section 14 (Force Majeure) of our Terms of Service

To request a service credit for a significant outage, contact [email protected] with details of the incident, including the start time, duration, and nature of the service disruption you experienced. Requests must be submitted within 30 days of the outage.

10. Chargebacks and Disputes

We encourage you to contact us before initiating any chargeback or payment dispute — most billing issues can be resolved quickly by our support team.

• If you initiate a chargeback without first contacting ByteFalcon Technologies, your account may be immediately suspended pending resolution
• ByteFalcon Technologies will respond to all payment processor dispute investigations with full transaction records and supporting documentation
• Chargebacks found to be fraudulent or initiated without good faith basis may result in permanent account termination and recovery of associated costs
• Resolving a chargeback in your favour through your bank does not preclude ByteFalcon Technologies from pursuing recovery through other legal channels

To resolve any billing concern before it escalates, email [email protected] — we commit to a response within 2 business days (IST).

11. Enterprise and Custom Plans

Enterprise and custom subscription plans may carry different refund, credit, and cancellation terms as individually negotiated and specified in your signed service agreement or Master Service Agreement (MSA). In the event of any conflict between this Refund Policy and the terms of your enterprise agreement, the enterprise agreement shall prevail.

For enterprise billing enquiries, contact your dedicated account manager or email [email protected].

12. Changes to This Refund Policy

ByteFalcon Technologies reserves the right to modify this Refund Policy from time to time. Any material changes will be communicated with at least 14 days' prior written notice via email to registered Tenant administrators and by posting the updated Policy on our website with a revised "Last Updated" date.

Refund requests will be evaluated based on the Policy in effect at the time of the original payment, not the policy in effect at the time of the request. Your continued use of the Service after the notice period constitutes acceptance of the updated Policy.

13. Contact and Support

For any questions about this Refund Policy, billing concerns, or to submit a refund request, please contact our support team: