Billing & Payments

Refund Policy

Terms and conditions governing billing evaluations, subscription adjustments, and refund eligibility for Exxari services.

1. General Billing Principles

Exxari operates on a Software-as-a-Service (SaaS) recurring billing model. Subscription fees cover access to software infrastructure, report parsing engines, API microservices, and continuous maintenance.

All payment transactions are processed securely through PCI-DSS compliant payment gateways. Subscriptions renew automatically at the end of each billing cycle unless cancelled prior to the renewal date.

14-Day Money-Back Guarantee:

First-time subscribers are eligible for a 100% refund within fourteen (14) calendar days of initial subscription purchase if the platform does not satisfy operational requirements.

2. Refund Eligibility Criteria

2.1 Standard Eligibility

  • Initial 14-Day Guarantee: Full refund available for initial subscription sign-ups requested within 14 days.
  • Platform Outage / Service Interruption: Pro-rated billing credits or refunds issued if service uptime drops below guaranteed SLA thresholds (99.9%) due to core platform failures.
  • Billing Errors: Duplicate charges or accidental double-billing resulting from technical gateway errors will be refunded in full immediately.

2.2 Non-Refundable Items

  • Recurring Renewal Fees: Subscription renewals beyond the initial 14-day window are non-refundable once the billing cycle commences.
  • Usage-Based API Charges: High-volume API processing fees consumed during an active billing cycle are non-refundable.
  • Custom Integration & Onboarding Fees: One-time setup, custom technical onboarding, or API configuration fees are non-refundable once work has commenced.

3. Refund Request Process

To request a refund, subscribers must submit an official request through authorized channels:

  1. Submission: Email `billing@exxarihealth.com` with the subject line "Refund Request - [Account ID]".
  2. Required Information: Include registered account email, invoice reference number, transaction date, and reason for refund.
  3. Review & Processing: Refunds are reviewed within 3 to 5 business days. Approved refunds are credited back to the original payment method within 5 to 10 banking days.

Billing & Financial Inquiries

If you have questions regarding an invoice, subscription tier, or payment transaction, please contact our Finance Department:

Office AddressFinance & Billing, Exxari Inc.