Subscriptions are sold in advance for fixed periods. Except where required by law, all charges are non-refundable once a billing period has begun. The sections below explain the exceptions and how to request a refund.
1. Statutory rights
- EU / UK / EEA: you have a 14-day right of withdrawal from initial purchase. By starting to use Premium features within the 14-day window, you expressly request immediate performance and waive the right of withdrawal for the portion already consumed.
- California: you may cancel within the first 30 days of an annual subscription for a pro-rated refund of unused months.
- Other local consumer-protection laws apply where mandatory and override anything inconsistent below.
2. Apple App Store purchases
Refunds for subscriptions billed by Apple are issued solely by Apple. Request a refund at reportaproblem.apple.com. XO cannot process App Store refunds directly.
3. Google Play purchases
Refunds for subscriptions billed by Google follow Google Play's policies. Within 48 hours of purchase you can request a refund from the Play Store. After 48 hours, contact us and we will assist where possible.
4. Stripe (web) purchases
We may issue a full or pro-rated refund when:
- You were charged due to a technical error on our side.
- You were charged after cancelling.
- Your account was suspended through no fault of your own.
- A duplicate charge occurred for the same period.
Email support@xoafrica.appwithin 30 days of the charge with your account email and the transaction date.
5. What is not refundable
- Partial periods where you simply stopped using the app.
- Charges for periods already largely consumed (more than 24 hours into the period).
- Accounts terminated for violating the Community Guidelines or Terms of Service.
6. How to request a refund
- App Store: reportaproblem.apple.com
- Play Store: Play Store → Account → Purchase history → Request refund
- Stripe: email support@xoafrica.app from your account email
7. Processing time
Approved Stripe refunds settle to the original payment method within 5–10 business days. App Store and Play Store refund timing is set by Apple and Google respectively.