Refund Policy

1. Try before you buy — please

Before any money changes hands you can:

• Use the live, fully-loaded demo at demo.college.xoredge.com — no signup, every module open.
• Book a personalised walkthrough — we’ll set up sample data shaped like your institution and run through the workflows that matter to you.
• Run a 14-day pilot on your own infrastructure (self-hosted) with a temporary trial licence on request.

The refund mechanics below assume you’ve done at least one of the above and still need recourse. They are deliberately concrete so neither side is surprised later.

2. What is refundable, what is not

Refundable

• Unused, prepaid hosting / subscription fees on Managed Cloud and LIP Cloud plans, pro-rated by calendar day for the unused portion of the current billing period — subject to the eligibility window in section 3 and the processing fee in section 5.
• Service credits issued by Xoredge for missed SLA targets (refunded as credits toward future invoices; cash conversion is at our discretion).

Not refundable

• Setup, onboarding, and data-migration fees, once the work described in the statement of work has been delivered. We commit a team to delivering this work and the costs are non-recoverable from our side.
• Customisation and bespoke development fees billed against an approved statement of work.
• Self-Hosted licence fees — a perpetual licence is a sale of rights, not a subscription. Once the licence key is issued and the source archive delivered we cannot recall the bits.
• AI provider pass-through usage — tokens consumed at Anthropic / OpenAI / Google / OpenRouter are billed by them, paid by us, and passed through. We can’t reverse usage that has already been metered upstream.
• Third-party fees we incur on your behalf (domain registration, SSL certificates outside Let’s Encrypt, premium add-ons).
• Currency-conversion losses on cross-border refunds.
• Marketplace / reseller orders — refer to the platform you bought through.

3. Eligibility window — 7 calendar days

Refunds are available only when the request reaches billing@xoredge.com within 7 calendar days of the invoice payment timestamp. We deliberately set a short window because the live demo and pilot options above let you evaluate before paying — by the time you’ve paid, the evaluation is meant to be done.

Requests outside this window may still be considered as a goodwill gesture (see section 8) but are not contractually required to be honoured.

4. Active-use bar

A refund request is automatically converted to a goodwill review (see section 8) rather than an unconditional refund if, at the time of request, the deployment shows any of the following signs of substantive operational use:

• more than 100 AI Assistant calls have been made;
• more than 250 institutional records (students, staff, attendance, fees, expenses combined) have been written by Authorised Users;
• any financial action (recording a fee receipt, salary payment, expense over a configured threshold) has been logged for an actual transaction;
• data exports totalling more than 1 MB have been downloaded;
• more than 5 Authorised Users have ever signed in;
• the deployment has been continuously available to your users for more than 14 calendar days from go-live.

We measure these from your audit log on managed deployments and from a usage self-attestation on self-hosted. The thresholds are intentionally generous for normal evaluation and trip only when the system has clearly entered routine use.

5. Refund processing fee

Approved refunds are paid at refunded amount minus a 10% processing fee, with a floor of US $25 (or PKR 5,000 equivalent). This covers the bank / payment-processor fees on both the original charge and the reversal, plus the staff time to verify the request and prepare the disbursement. The percentage compounds with the pro-rated calculation in section 6 below.

6. How the pro-rata refund is calculated

For a Managed / LIP Cloud subscription, the refundable amount is:

refund_base   = paid_subscription_fee
              * (days_remaining_in_period / total_days_in_period)
refund_amount = refund_base
              - setup_or_migration_fees_already_delivered
              - third_party_pass_through_fees_already_incurred
              - 10% processing fee (floor US $25 / PKR 5,000)

Worked example: paid Rs 60,000 for an annual Managed Cloud plan, request a refund on day 40. Days remaining = 325 of 365. Refund base = Rs 60,000 × (325/365) = Rs 53,425. Subtract one-time setup of Rs 8,000 already delivered = Rs 45,425. Subtract 10% processing fee (Rs 4,542) = Rs 40,883 final refund. Paid back via the original payment method within 30 business days.

7. How to request a refund

1. Email billing@xoredge.com from the primary billing contact on the account, within the 7-day window in section 3.
2. Include the order ID, the reason, and (if applicable) the bank account that will receive the funds.
3. We acknowledge within 2 business days and confirm or query within 10 business days. If we need account-side data to verify active-use thresholds, the clock pauses while we wait for it.
4. Once approved, the refund is processed within 30 business days via the original payment method. Cross-border bank transfers can take an additional 7–14 business days; transfer charges and FX losses are not borne by Xoredge.
5. Approved refunds entail termination of the related deployment within 7 days of the refund clearing. Tenant Data export must be requested before that point.

8. Goodwill credits (preferred over cash)

Where a refund request falls outside the eligibility window or trips the active-use bar but reflects a genuine concern, we’ll usually offer service credits applied to your next renewal instead of cash. Credits are issued at 120% of the cash-equivalent refund amount so they’re a strictly better outcome if you intend to stay. They expire 12 months after issuance and aren’t transferable.

9. SLA service credits (separate from refunds)

If our Managed deployment misses its monthly uptime objective, you’re entitled to service credits on the next invoice on the schedule below. SLA credits are issued automatically once a month after monitoring data is reconciled; you don’t need to file a refund request.

• <99.9% but ≥99.0% — 5% of monthly fee as credit
• <99.0% but ≥95.0% — 15% of monthly fee as credit
• <95.0% — 30% of monthly fee as credit

SLA credits do not stack with the cash refund process and the maximum aggregate credit in any month is 30% of the monthly fee.

10. One refund per institution

A given Customer institution is eligible for at most one cash refund in its lifetime. Subsequent cancellations are handled via goodwill credits or simple non-renewal. This rule does not apply to automatic SLA credits in section 9.

11. Anti-abuse

Where Xoredge believes a refund request is part of an attempt to use the Software without paying for it — for example, by extracting institutional data, running heavy AI traffic, or repeatedly cancelling and re-subscribing — we may at our reasonable discretion:

• decline the refund and convert to credits;
• retain a portion of the refund to cover documented costs (AI tokens used, hosting time);
• preserve audit logs for legal purposes and report the activity to the user’s payment processor / bank.

If you believe a decision under this section was unfair, escalate in writing to legal@xoredge.com. We’ll re-review at Director level within 10 business days.

12. Changes to this policy

We’ll post material changes here at least 14 days before they take effect. Changes apply only to invoices issued after the change date; previously paid invoices are governed by the policy in force when they were issued.