Refund Policy

This Refund Policy explains how refunds work for money you pay into your Xeliport account. It should be read with our Cancellation Policy and Terms of Use.

1. How payments work

You pay Xeliport by topping up a prepaid wallet in your Xeliport account. We deduct charges from that balance for work we do for your brand: our own services, your monthly subscription, and fees we pay to government authorities and partners on your behalf. We tell you about each charge before we deduct it.

2. Refunds of unused balance

• You can ask for a refund of any unused wallet balance at any time. Email hello@xeliport.com from the email address registered to your account.
• We refund to the payment method you originally paid with, through our payment partner.
• We start processing a refund within 3–5 business days of your request. Your bank may take a further 5–7 business days to show it.
• The payment gateway charges a fee when you top up, and that fee is not returned to us. We deduct it from your refund.
• A refund to your original payment method is possible within 6 months of the top-up.

3. Balance older than six months

If six months have passed since your last top-up and your wallet has not been used at all in that time, we cannot refund to your original payment method. Instead, send us a formal refund request by email at hello@xeliport.com. We will verify the request and transfer the remaining balance to a bank account in your brand's name.

4. What cannot be refunded

• Fees we have already paid to a government authority or partner on your behalf, because we cannot recover them once they are paid.
• Charges for services already delivered.
• Subscription charges for a month that has already started.
• Payment gateway fees.

5. If a service is cancelled or cannot be completed

When you ask us to do something, we first set the amount aside from your wallet balance. If the request is cancelled before we carry it out, or we cannot complete it, that amount goes back to your wallet balance. To have it paid out to you, request a refund as described in Section 2.

6. No withdrawals or transfers

Your wallet balance can only be used for Xeliport's work for your brand. It cannot be withdrawn as cash or transferred to another brand or person, except as a refund under this policy.

7. Disputes and chargebacks

Please contact us before raising a chargeback with your bank, so we can resolve the issue directly. While a chargeback is open, we set the disputed amount aside in your wallet until it is resolved.

8. Changes to this policy

We may update this Refund Policy from time to time. The “Last updated” date at the top reflects the most recent revision. Changes do not affect refunds already requested.

9. Contact