Refund policy

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders: it takes the payment, issues the receipt and makes any refund. A refund is paid to the card or account the payment came from, in the currency it was made in.

Paddle’s own buyer terms also apply to your purchase. This policy sets out what we agree to refund, and when; it does not limit anything Paddle’s terms give you.

A new account opens on the Free plan. It reads contracts and shows how many issues each one has and how serious they are, before anything is paid. Where it is offered, each account can also try a paid plan once, for a set number of days, without being charged.

Because XOU can be tried for free, the refunds below are limited to a short window after each payment and to what you have not used.

You may ask for a refund of any payment — the first payment for a plan, a renewal, a credit pack, or One contract analyses — within 14 days of the date on its receipt. A request made after those 14 days is not accepted, except where this policy or the law gives you a longer right.

A refund accepted within the 14 days is calculated as set out in § 4.

Every analysis, draft and rewrite in XOU is run by an AI provider that charges us for it the moment it runs. Credits you have spent therefore cannot be given back as money. A refund is the amount you paid, less the value of the credits you used from that payment:

• A credit pack — you are refunded for the credits from that pack still unused in your balance, at the price per credit you paid for the pack. Plan credits are always used first, so a pack is only touched once a month’s plan credits run out.
• A plan — you are refunded the price of the period, less the credits used in it, each valued at the plan’s own price per credit: the price of the period divided by the credits it includes. For example, a plan at $29 a month that includes 60 credits values each credit at $29 ÷ 60, about $0.48; after 20 credits are used, the refund is $29 − $9.67 = $19.33.
• One contract analyses — you are refunded for each one bought in that payment and not yet used on a contract. One already used has analysed its contract: its report is the work that was bought.

The credits, plan or period that a refunded payment bought are removed from the workspace when the refund is made.

A plan renews automatically, monthly or yearly, until it is cancelled. You can cancel at any time from Billing, which opens Paddle’s billing portal. Cancelling stops the next renewal; the plan stays active until the end of the period already paid for.

After the 14 days in § 3, we do not refund the rest of a period — for days or months left unused, for cancelling early, for moving to a smaller plan, or for plan credits left unspent at the end of a month. Credits you bought in packs are not affected by cancelling: they never expire while your account stays open.

Outside what § 4 and § 7 give back, we do not refund:

• credits already used for an analysis, a draft, a rewrite or any other work that completed;
• a One contract analysis once it has been used on a contract, and an extension of that contract, once its work has been used. Its report is the work that was bought;
• credits we gave rather than sold — welcome, trial, promotional and goodwill credits have no cash value and cannot be exchanged for money;
• payments more than 14 days old, except as § 7 and § 10 provide;
• an account suspended or closed because the terms of use were broken — for example fraud, abuse of the service, or reselling it;
• a request that is part of a pattern of buying, using and asking for the money back. We may decline it and limit future purchases on the account.

When an analysis or another paid step fails on our side, the credits it took are returned to your balance automatically — there is nothing to ask for.

If you were charged twice for the same thing, or charged for something you did not choose, tell us within 60 days of the charge and it is refunded in full, whatever was used.

Either way works:

• Through Paddle — go to paddle.net, find your order with the email address on the receipt, and ask for a refund there.
• Through us — in XOU, open Support and choose “Plan, credits or an invoice”, or write to legal@xou.io. Give the receipt number and the workspace it was for.

An accepted refund is made by Paddle; your bank or card issuer usually shows it within 5 to 10 working days. We are not responsible for currency conversion or fees your bank charges.

Most problems are solved fastest by asking us first. If you open a dispute or chargeback with your bank instead, we and Paddle will answer it with the receipt and the workspace’s record of the credits used.

While a dispute is open we may pause the workspace’s paid features and remove the credits the disputed payment bought. If the dispute is decided for you, nothing more is owed; if it is decided for us, what was paused is restored.

XOU is sold for business use. If you buy as a consumer, the law of the country you live in may give you rights this policy cannot take away — in the European Union and the United Kingdom, for example, a right to withdraw within 14 days. Where you asked for the service to start straight away and used it within that period, the value of what you used is deducted, as § 4 describes.

Nothing in this policy excludes or limits any right that cannot lawfully be excluded or limited.

We may update this policy; the date at the top always states the version in force. A payment is refunded under the version in force on the day it was made.