Refund Policy

1. Overview

We offer a 30-day money-back guarantee on annual subscriptions. Monthly subscriptions are non-refundable but can be cancelled at any time to stop further billing. This page expands on the summary in our Terms of Service §4.3.

2. Eligibility

A refund request qualifies when:

• You are on an annual subscription, AND
• The request is submitted within 30 days of the original charge or auto-renewal, AND
• Your account has not violated the Acceptable Use Policy (see Exceptions below).

3. How to Request a Refund

1. Email billing@exoserva.com from the email address on the account.
2. Include your tenant slug or organization name + the invoice / receipt ID.
3. Briefly describe the reason — feedback helps us improve the platform.

You can also use the in-app Settings → Billing → Request Refund shortcut, which pre-fills the request from your account context.

4. Processing Timeline

• Acknowledgement: within 1 business day.
• Decision: within 5 business days.
• Refund settlement: 5–7 business days after approval, depending on your card issuer or bank. We refund to the original payment method.

5. Exceptions

Refunds are not available when:

• The account was suspended or terminated for Acceptable Use Policy violations.
• The 30-day window has elapsed.
• You are on a monthly plan (cancellation only).
• Pass-through telephony charges (per-minute voice, per-segment SMS, Twilio carrier fees) — these are billed at cost and cannot be refunded once the carrier has settled.
• Custom enterprise contracts that explicitly waive refund rights.

6. Cancellation Without Refund

You can cancel your subscription at any time from Settings → Billing. Cancelling stops the next renewal but does not retroactively refund the current billing period (subject to the eligibility rules above). After cancellation you have 30 days to export your data per our Terms of Service §10.

7. Contact

Billing questions: billing@exoserva.com. General support: support@exoserva.com.