Legal
Refund Policy
1. What this policy covers
1.1 This policy applies to paid subscriptions to XAG's education apps, business apps and developer tools. It is part of our Terms of Use. Any other XAG service will state its own refund terms before you pay for it.
1.2 Subscriptions are billed monthly or yearly, depending on the plan you choose, in US dollars (USD) through Stripe.
1.3 Yearly plans: you may ask for a full refund within 14 days of the first yearly charge. After 14 days, yearly plans are not refunded, apart from the cases in sections 4 and 5. You can still cancel to stop the next yearly renewal.
1.4 Downloadable software (such as Chalkline Desktop): it comes with a 30-day free trial, with no payment card needed, instead of a refund window. Please try it during the trial before you pay.
2. Free trials
2.1 To start a free trial of an online Service you add a payment card. The trial costs nothing. At the moment the free trial is 14 days for TeacherBot, Secure IEP, Topic Investigator and StrategicSpeaker. If you do not cancel before the trial ends, your card is charged for the plan you chose and the paid period begins.
2.2 Please note the day your trial ends. To avoid the first charge, cancel before the trial end date (see section 3). If you have a question, or want us to cancel for you, email [email protected].
2.3 If you were charged for the first time after a trial and you did not use the Service after the trial ended, write to us within 14 days of that first charge and we will refund it.
2.4 There is one free trial per customer and card. If you start a second trial with the same card, or with the same email address, we do not give you another free trial, and your first payment is due when the subscription starts.
2.5 If you cancel during a free trial, you are not charged. You keep access until the trial ends.
3. Cancelling
3.1 You can cancel at any time. To cancel yourself:
- Open the app you subscribed to and go to its Get access (billing) page.
- Use the link there to the Stripe customer portal.
- In the portal, use the option to manage your payment or cancel, and follow the steps.
3.2 You can also email [email protected] and we will cancel for you.
3.3 To avoid the next charge, cancel before your renewal date (or, in a free trial, before the trial ends). Cancelling takes effect at the end of the current period (your free trial or the period you have paid for). Your access continues until then, and we do not charge you again.
3.4 We do not refund part of a month or unused time after you cancel, apart from the cases in sections 4 and 5.
4. When we will review a refund
4.1 Write to us within 14 days of the charge if:
- we charged you in error, for example a duplicate charge or a wrong amount;
- we charged you after you had cancelled, and you cancelled before the renewal date;
- the Service was materially unavailable to you. That means you could not use it for more than 24 hours in a row, or for more than 48 hours in total in the billing period, because of a problem on our side. This is not an uptime guarantee. It is how we treat serious outages.
4.2 Tell us the email address on your account, the name of the Service, the date and amount of the charge, and what happened. Please never send us a full card number.
4.3 We will reply within 5 business days and tell you what we decided and why.
4.4 Where we agree, we refund the affected charge in full or in part, whichever is fair. If a charge is refunded in full, your access to the Service ends automatically. We can restore it if we decide that is right.
5. If we withdraw a product
5.1 If we withdraw a product that you pay for, we will refund the unused part of your current paid period.
6. What we usually do not refund
6.1 We usually do not refund:
- part of a month, or unused time, after you cancel;
- charges that you tell us about more than 14 days after they were made, although we may still look at them if there is a good reason;
- usage-based charges for usage that really happened, unless the charge was wrong;
- problems caused by your own internet connection, devices or settings, or by your breaking our Terms.
7. How refunds are paid
7.1 We refund to the original payment method, through Stripe. We cannot refund to a different card or account.
7.2 After we approve a refund, it usually shows up within 5 to 10 business days. The exact time depends on your bank or card company.
7.3 We refund in US dollars, the currency of the charge. Any exchange rate differences are set by your bank and are outside our control.
7.4 If tax was charged on the amount we refund, the tax is refunded with it.
8. Chargebacks
8.1 If you do not recognise a charge or you are unhappy with one, please contact us first. We can usually fix it faster than a bank can.
8.2 If you start a chargeback, we will give your bank the information it asks for. Your access to the Service ends automatically when a payment is disputed. We can restore it if we decide that is right.
9. Your legal rights
9.1 Nothing in this policy limits any rights you have under the law where you live that cannot be waived.
10. Contact
Write to [email protected] with "Refund request" in the subject line.
XAGlobal, registered in Thailand (business registration number 8006069000003), 108/2 Moo. 2, Umphur Chawang, Thambon NaGaCha, Nakorn Sri Thammarat, Thailand, 80150.