Refund Policy

Overview

Xerelle subscriptions grant access to a creator's private messaging, Feed, and Stories for a recurring billing period. Because this is a subscription service providing ongoing access — not a one-time physical or digital good — refunds are handled differently than a typical retail purchase, similar to how other subscription platforms operate.

When a refund is granted

You are eligible for a refund if:

• Genuine non-delivery — you subscribed but the creator never responded or provided any access to the features included in your subscription.
• Billing error — you were charged the wrong amount, charged more than once for the same billing period, or otherwise billed incorrectly due to a technical fault.
• Unauthorized charge — a payment was made on your account without your authorization (for example, your card was used without your knowledge).

When a refund is not granted

Refunds are not provided for:

• Subjective dissatisfaction with a creator's personality, content, or communication style
• A creator responding less frequently than you hoped, once some genuine interaction has occurred
• Simply changing your mind after subscribing
• Any period of a subscription you chose not to use

This mirrors standard practice across subscription services generally (e.g. streaming or membership platforms): access was made available for the billing period, and normal subjective dissatisfaction is not treated as non-delivery.

How to request a refund

To request a refund, contact us at xerelleteam@gmail.com with your account details and the reason for your request. We aim to respond to all refund requests within [X] business days.

Cancelling a subscription

You may cancel an active subscription at any time from your account settings. Cancelling stops future billing but does not retroactively refund the current billing period unless it qualifies under the grounds above. You will retain access to the subscribed creator's content until the end of the period you've already paid for.

Processing time

Approved refunds are returned to your original payment method and may take [X] business days to appear, depending on your bank or card provider.

Contact

Questions about this policy can be directed to xerelleteam@gmail.com.