Refund Policy

This Refund Policy explains how Xentry ("Xentry", "we", "us", or "our") handles cancellations and refunds for paid subscriptions to the Xentry platform (the "Service"), purchased through xentryapp.com or a signed order form. This Policy forms part of, and should be read together with, our Terms & Conditions.

1. Free Trials

Where Xentry offers a free trial, no payment is due during the trial period. If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan and be billed according to the plan selected. You may cancel at any time during the trial at no charge.

2. Subscription Billing

• Subscriptions are billed in advance on a monthly or annual basis, as selected at checkout or specified in your order form.
• Billing is recurring and automatically renews at the end of each billing cycle unless cancelled prior to the renewal date.
• Fees already charged for a current billing cycle are generally non-refundable for that cycle once the cycle has started, except as described below.

3. Cancellations

• You may cancel your subscription at any time from your account settings or by contacting support@xentryapp.com.
• Cancellation stops future billing but does not automatically refund the current billing period already paid for.
• Access to the Service continues until the end of the billing period you have already paid for, after which your account will be downgraded or deactivated.

4. Eligibility for Refunds

Refunds are considered on a case-by-case basis in the following situations:

• Duplicate or erroneous charge: if you were billed twice in error, or charged an incorrect amount due to a system error, the excess amount will be refunded in full.
• Service unavailability: if the Service was unavailable for a substantial part of a billing period due to an issue on Xentry's side, a pro-rated credit or refund may be issued for the affected period, at Xentry's discretion.
• First-time annual subscribers: customers on an annual plan may request a full refund within 14 days of their initial purchase, provided the account has not made substantial use of guest check-ins beyond reasonable evaluation (approximately 10 check-ins or fewer).
• Monthly plans: fees for a monthly billing cycle already in progress are generally non-refundable, but you will not be billed again after cancellation.

5. Non-Refundable Situations

• Change of mind after the applicable refund window (see Section 4) has passed.
• Partial-month or partial-cycle usage where the Customer cancels partway through a paid period, other than as described in Section 3.
• Failure to use the Service during a paid period.
• Charges for optional add-ons, integrations, or professional services (such as onboarding or custom setup) that have already been delivered.
• Suspension or termination of an account for breach of the Terms & Conditions.

6. How to Request a Refund

To request a refund, contact billing@xentryapp.com with your account/property name, the invoice or transaction ID, and the reason for the request. We aim to review refund requests within 5 business days and, where approved, process the refund to the original payment method within 7-10 business days, subject to processing times of your bank or card issuer.

7. Chargebacks

We ask that you contact us to resolve billing concerns before initiating a chargeback with your bank or card provider. Unauthorised chargebacks may result in suspension of Service access while the matter is investigated.

8. Taxes

Refunds are issued for the fee amount paid, less any taxes that Xentry is unable to recover from the relevant tax authority, unless local law requires otherwise.

9. Changes to this Policy

We may update this Refund Policy from time to time. Material changes will be notified via the Service or by email at least 15 days before taking effect. Refund requests will be assessed under the Policy in effect at the time of the original purchase, unless a more favourable version applies at Xentry's discretion.

10. Contact Us

[Company registered name and registered address to be inserted here.]