Refund Policy

We want you to buy Xynetra Recover with confidence. This policy explains when refunds are available and how to request one. Our payments are processed by Paddle.com as Merchant of Record, so approved refunds are issued by Paddle to your original payment method.

1. 14-day money-back guarantee (first purchase)

If you are not satisfied with the Service, you may request a full refund of your first subscription payment within 14 days of the initial purchase — no questions asked. This applies once per customer and covers the first billing period of your first subscription (monthly or annual).

2. Setup fee

The one-time setup fee is fully refundable if you cancel before onboarding work has begun. Once onboarding has started (number registration, calendar integration, or configuration work performed), the setup fee is non-refundable, as it pays for work already carried out.

3. Renewals and cancellations

Subscriptions renew automatically. You can cancel at any time from your dashboard or via the link in your Paddle receipt; you keep access until the end of the paid period, and no further charges are made. We do not provide prorated refunds for unused time in a billing period after cancellation. If a renewal charge was made in error and you contact us within 7 days of the charge without having materially used the Service in the new period, we will refund that renewal as a courtesy.

4. Annual plans

Annual subscriptions are covered by the 14-day money-back guarantee above. After 14 days, annual fees are non-refundable for the remainder of the term, but you may cancel renewal at any time.

5. Performance guarantee

Separately from refunds, our 60-day performance guarantee (described in the Terms of Service) provides a free additional month of service if the Service does not recover at least its cost in your first 60 days. The guarantee is a service credit and does not create an additional cash refund right.

6. Exceptions

We may decline refunds where we detect abuse of this policy (e.g. repeated purchase-and-refund cycles), fraud, or material breach of our Terms of Service. Nothing in this policy limits your statutory rights: consumers in the EU, UK, and other jurisdictions retain any non-waivable rights under local law, and where local law provides a longer or broader remedy, that law prevails.

7. How to request a refund

Email info@xynetra.com from your account email with your Paddle order/receipt number, or reply to your Paddle receipt email. We (or Paddle) will confirm the outcome within 5 business days. Approved refunds are returned to the original payment method, typically within 5–10 business days depending on your bank. For Pakistan-based customers who paid by bank transfer or mobile wallet, approved refunds are returned to the originating account within 10 business days.

8. Contact

Xynetra, Lahore, Pakistan. Email: info@xynetra.com.