Refund Policy

At Xelqavion, we strive to provide exceptional value and satisfaction with our gaming quiz platform. This Refund Policy outlines the terms and conditions for requesting refunds on purchases made through our Service. Please read this policy carefully to understand your rights and obligations regarding refunds.

1. General Refund Policy

Xelqavion offers refunds under specific circumstances as outlined in this policy. We evaluate all refund requests on a case-by-case basis, considering factors such as the nature of the purchase, the reason for the refund request, and compliance with our terms.

Please note that our ability to provide refunds may be subject to limitations imposed by payment processors, applicable laws, and the specific terms associated with your purchase.

2. Eligibility for Refunds

2.1 Premium Subscriptions

If you purchase a premium subscription to access enhanced features on Xelqavion, you may be eligible for a refund under the following conditions:

• Within 14 Days of Purchase: If you request a refund within 14 days of your initial subscription purchase and have not extensively used premium features, you may receive a full refund
• Technical Issues: If technical problems prevent you from accessing premium features and we cannot resolve the issue within a reasonable timeframe
• Unauthorized Charges: If charges were made to your account without your authorization
• Service Not as Described: If the premium features significantly differ from our descriptions and representations

2.2 One-Time Purchases

For one-time purchases such as special quiz packs, virtual items, or event access:

• Refunds may be available within 7 days of purchase if the content has not been accessed or used
• Once digital content has been downloaded or accessed, refunds are generally not available
• Technical issues preventing access to purchased content may qualify for refunds

2.3 In-Game Purchases

Virtual currency, cosmetic items, or other in-game purchases are generally non-refundable once the transaction is complete. Exceptions may include:

• Duplicate purchases made in error
• Technical glitches resulting in incorrect charges
• Unauthorized purchases (subject to verification)

3. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Free Content: Any free features, quizzes, or services provided at no charge
• Promotional Items: Items received as part of promotions, giveaways, or special offers
• Expired Subscriptions: Subscription periods that have already been fully consumed
• Used Digital Content: Quiz packs, content, or features that have been accessed or completed
• Violation of Terms: Purchases made by accounts that violated our Terms and Conditions
• Change of Mind: Simple changes of mind after extensive use of services
• Competitive Disadvantage: Refund requests based on losing competitions or not achieving desired leaderboard rankings

4. Subscription Cancellations

4.1 Cancellation Process

You may cancel your premium subscription at any time through your account settings or by contacting our support team. Upon cancellation:

• You will retain access to premium features until the end of your current billing period
• No further charges will be made to your payment method
• Your account will automatically revert to free tier status at the end of the paid period

4.2 Refunds for Cancelled Subscriptions

Cancellation of a subscription does not automatically entitle you to a refund. However, you may be eligible for a prorated refund if:

• You cancel within the initial 14-day period and have minimal usage
• Technical issues prevent you from using the service
• Unauthorized charges occurred on your account

Refunds for cancelled subscriptions are calculated on a prorated basis, accounting for the time and features you've already used.

5. How to Request a Refund

To request a refund, please follow this process:

1. Contact Support: Email our support team at [email protected] with your refund request. Include your account information, purchase details, and reason for the refund request.
2. Provide Documentation: Supply any necessary documentation, such as transaction receipts, screenshots of technical issues, or other relevant information supporting your request.
3. Review Period: Our team will review your request within 5-7 business days. We may contact you for additional information or clarification during this period.
4. Decision Notification: You will receive an email notification of our decision. If approved, refund processing timeframes will be communicated.
5. Refund Processing: Approved refunds will be processed to your original payment method within 10-14 business days, depending on your payment provider.

6. Refund Methods

Refunds will be issued using the same payment method used for the original purchase whenever possible. This means:

• Credit/Debit Card: Refund credited back to the card used for purchase
• Digital Wallets: Refund processed through the same digital wallet (PayPal, Apple Pay, Google Pay, etc.)
• Bank Transfer: For direct bank payments, refunds returned to the originating account

In rare cases where the original payment method is no longer available or valid, we may issue refunds through alternative methods. Additional verification may be required in such situations.

7. Partial Refunds

In some circumstances, we may offer partial refunds rather than full refunds. Partial refunds may apply when:

• You've used a significant portion of a subscription period before requesting cancellation
• Some but not all features of a package purchase were accessible or used
• Service disruptions affected only part of your subscription period
• A prorated refund is more appropriate based on usage patterns

Partial refund amounts are calculated based on the unused portion of your purchase and will be clearly explained when offered.

8. Unauthorized Transactions

If you believe unauthorized transactions occurred on your account:

• Contact us immediately at [email protected]
• Change your account password and enable two-factor authentication
• Provide details about the suspicious transactions
• We will investigate and may issue refunds for verified unauthorized charges
• Consider reporting the incident to your financial institution

We take unauthorized access seriously and will work with you to secure your account and reverse fraudulent charges when appropriate.

9. Technical Issues and Service Disruptions

If technical problems prevent you from accessing premium features you've paid for:

• Report the issue to our technical support team immediately
• We will work to resolve the problem as quickly as possible
• If we cannot resolve the issue within a reasonable timeframe (typically 7-10 business days), you may be eligible for a refund or subscription extension
• Document the technical issues with screenshots or descriptions to support your refund request

Minor service disruptions, scheduled maintenance, or issues beyond our control (such as internet outages) generally do not qualify for refunds.

10. Chargebacks and Disputes

We encourage you to contact us directly to resolve any payment disputes before initiating a chargeback with your financial institution. Chargebacks can result in:

• Immediate suspension of your account pending investigation
• Potential termination of your account if the chargeback is deemed unjustified
• Loss of access to purchased content and features
• Additional fees or penalties

If you've already initiated a chargeback, please contact us immediately so we can work with your financial institution to resolve the matter fairly.

11. Refund Policy for Different Jurisdictions

Depending on your location, you may have additional rights under local consumer protection laws:

11.1 European Union

Under EU consumer protection laws, you have the right to withdraw from a purchase of digital content within 14 days, provided you have not begun downloading or accessing the content. Once you access digital content, you waive this right unless the content is defective.

11.2 United Kingdom

UK consumers have similar rights under the Consumer Contracts Regulations 2013. However, the right to cancel does not apply once you've started downloading or accessing digital content with your express consent.

11.3 Australia

Australian consumers are protected by the Australian Consumer Law, which provides guarantees that cannot be excluded. You may be entitled to a refund or replacement if services are not delivered with acceptable quality or do not match descriptions.

11.4 Other Jurisdictions

If you reside in a jurisdiction with specific consumer protection laws, those laws may provide additional rights not explicitly stated in this policy. Nothing in this Refund Policy limits your statutory rights.

12. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with an updated "Last Updated" date. Material changes may be communicated through:

• Email notification to registered users
• Prominent notice on our platform
• In-app notifications

Your continued use of our Service after policy changes indicates acceptance of the updated Refund Policy.

13. Contact Information for Refund Requests

14. Exceptions and Special Circumstances

We recognize that exceptional circumstances may arise that don't fit neatly into standard refund categories. If you believe your situation warrants special consideration:

• Provide a detailed explanation of your circumstances
• Include any supporting documentation
• Our management team will review exceptional cases individually
• We reserve the right to make exceptions to this policy at our discretion

Examples of circumstances that might warrant special consideration include medical emergencies, financial hardship, or extraordinary technical difficulties.

Thank you for choosing Xelqavion. We appreciate your business and are committed to providing you with excellent service and fair treatment.