Refund & Cancellation Policy

1. 14-day money-back guarantee

If Xenqor is not the right fit, you may request a full refund of your initial paid subscription charge within fourteen (14) days of that first successful charge (Stripe or invoice), subject to this Policy. An account with no plan and no paid charge is not a purchase.

• Applies to new paid subscriptions for Starter, Developer, Growth, Business, and Enterprise Scale monthly plans (or successor public plans)
• One guarantee refund per customer/entity for the initial evaluation period
• Custom enterprise agreements may replace this Policy if they expressly say so in writing

2. How to request a refund

Email [email protected] from your account email with subject “Refund Request” and include:

• Company name and account email
• Stripe invoice ID, receipt email date, or last4 of the card used (if known)
• Brief reason (optional, helps us improve)

We typically respond within one to two (1–2) business days. Approved refunds are issued to the original payment method via Stripe. Your bank or card issuer may take additional business days to post the credit.

3. What is not refundable

• Requests made after the 14-day window from the first paid charge
• Subsequent renewal charges after the initial guarantee period (unless required by mandatory law)
• Separately itemized third-party pass-through fees (for example certain SMS carrier overages) when disclosed at purchase
• Accounts terminated or suspended for Acceptable Use / Terms violations
• Charges disputed via chargeback after we already provided a refund for the same invoice (we may reverse access and pursue recovery)

4. How to cancel your subscription

To stop future renewals:

• Use the billing controls in your dashboard when self-serve cancellation is enabled; or
• Email [email protected] with subject “Cancel Subscription”; or
• Submit the Contact form and select Billing / Cancellation

Include your account email and company name for verification. Cancellation takes effect at the end of the current paid billing period unless you also qualify for and receive a refund under Section 1. You retain access until the period ends. Canceling stops renewals; it does not automatically refund past periods outside the guarantee.

5. Upgrades, downgrades, and proration

When plan changes are available in the dashboard or via support, Stripe may prorate amounts according to the rules shown at checkout. Downgrades generally apply from the next billing cycle unless we state otherwise. Refund rules in Section 1 apply only to the initial paid subscription charge, not every upgrade transaction, unless we expressly approve otherwise.

6. Failed payments and suspension

If a renewal payment fails, Stripe and/or Xenqor may retry the charge and send dunning notices to your billing email. Continued non-payment may result in suspension of API and dashboard access until the balance is paid or the subscription is canceled.

7. Chargebacks

Please contact [email protected] before filing a chargeback so we can resolve billing issues quickly. Unexplained chargebacks may lead to account suspension pending investigation and may affect eligibility for future service.

8. Taxes

Displayed prices are typically exclusive of applicable taxes unless stated otherwise. Tax calculated by Stripe Tax or similar tooling (when enabled) is charged in addition to subscription fees and is generally not refundable except as part of an eligible subscription refund or as required by law.

9. Changes to this Policy

We may update this Policy from time to time. The “Last updated” date will change when we post revisions. Material changes will be posted on this page and may be communicated by email or dashboard notice.

10. Contact

Xenqor Systems LLC
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110, USA
Billing: [email protected]
Support: [email protected]