Refunds & cancellations
Fair, and
in writing
Demos and scoping are always free — payment only enters the picture once an institution signs a written quote or licence agreement. This page is the default policy; a signed agreement prevails where it says something more specific. Effective 11 August 2026.
Cancelling a licence
An institution can cancel any time by emailing xavellus.pvt@gmail.com from its registered contact. Access continues until the end of the period already paid for, and the licence simply does not renew. Data is returned or deleted as the agreement sets out.
When we refund
Payment errors: duplicate payments, amounts charged in excess of the invoice, or payments captured for a service that was never provisioned are refunded in full.
Before onboarding starts: if a licence payment is made and the institution withdraws before we begin configuration and onboarding, it is refunded in full.
After onboarding starts: licence fees for a period already being delivered are non-refundable, unless the signed agreement provides otherwise. Custom-build milestones already delivered and accepted are likewise non-refundable.
How refunds are paid
Approved refunds go back to the original payment method within 5–7 working days of approval, through the payment gateway the payment was made on. Where a gateway takes longer to settle, the refund reaches you as soon as it clears.
Requesting a refund
Email xavellus.pvt@gmail.com with the invoice or payment reference and what happened. We acknowledge within 2 working days and resolve or escalate from there.