Refund Policy
Last updated: April 13, 2026
1. Overview
Our Commitment
ConnectXeo is committed to your satisfaction. We offer an unconditional 14-day money-back guarantee on initial subscription purchases.
Billing via Paddle
All payments and refunds are processed by Paddle, our Merchant of Record. Paddle handles the financial transaction, including tax collection and remittance. When a refund is approved, Paddle initiates the return to your original payment method.
2. 14-Day Money-Back Guarantee
Eligibility
New subscribers are eligible for a full refund within 14 calendar days of their initial subscription purchase, provided this is your first subscription to any ConnectXeo paid plan. This guarantee is unconditional.
What's Covered
The guarantee covers the initial subscription payment for any paid plan (Starter, Growth, or Enterprise). It does not apply to add-on credit top-ups or one-time purchases.
How to Request
Email support@connectxeo.com from your account email with the subject line "Refund Request — 14-Day Guarantee". Include your account email and the reason for your request. We will process all refunds within 3–5 business days of approval.
3. Subscription Renewals
Auto-Renewal
Subscriptions renew automatically at the start of each billing cycle. We send a renewal reminder email 7 days before the charge date. If you do not wish to renew, cancel before the renewal date from your Billing settings.
Renewal Refunds
If you were unaware of an upcoming renewal and contact us within 48 hours of the renewal charge, we will issue a full refund for that renewal charge.
Prorated Credits
When you cancel mid-cycle, your access continues until the end of the paid period. We do not issue prorated refunds for the remaining days of a billing period unless required by applicable consumer protection law.
4. Credit Top-Ups
Non-Refundable
Manual credit top-ups purchased separately from a subscription are non-refundable once purchased, except where required by law. Credits are consumed as your agents make API calls, and consumed credits cannot be restored.
Unused Credits at Cancellation
If you cancel your account with unused credits remaining, those credits are forfeited. We do not issue cash refunds for unused credit balances unless required by law.
5. Plan Upgrades & Downgrades
Upgrades
When you upgrade your plan mid-cycle, you are charged the prorated difference for the remaining days. The new plan limits take effect immediately. Upgrade charges are non-refundable.
Downgrades
When you downgrade your plan, the change takes effect at the next billing cycle. You continue to enjoy your current plan's features until the cycle ends. No refund or credit is issued for the difference.
6. Exclusions
Enterprise & Custom Plans
Enterprise and custom contracts are governed by their own agreements, which may include different refund provisions. Refer to your executed contract for details.
Third-Party Costs
ConnectXeo cannot refund costs incurred on third-party services accessed through integrations (e.g. Shopify API fees, Twilio SMS charges, WhatsApp message costs).
7. Refund Process & Timeline
Step 1 — Submit a Request
Email support@connectxeo.com with your account email and the reason for your request. Please include the plan name and the date of purchase.
Step 2 — Review
Our team reviews your request within 2 business days and may ask for additional information.
Step 3 — Approval
If approved, Paddle processes the refund to your original payment method within 3–5 business days. Your subscription will be canceled automatically upon refund approval.
8. Contact
Questions
If you have questions about this Refund Policy, contact us at support@connectxeo.com or visit our Contact page.