Refund Policy

Xavira AI is a prepaid B2B service; Credits are non-refundable by default. This page describes the limited circumstances in which we do issue refunds, and how to request one.

1.Default rule: no refunds on prepaid Credits

You purchase Prepaid Credits up front and we debit them as you use the Services. Once Credits have been added to your balance, they are not refundable. This is consistent with industry practice for usage-based AI inference APIs and with our prepaid-only payment model (we do not accept Stripe or recurring credit-card subscriptions; see Terms § 7).

2.What we automatically refund (no request needed)

You don't need to ask for these; they happen by design:

• Failed generations. If a generation reaches a terminal failure state (failed, cancelled, or timed_out per Errors), the Credits are automatically refunded to your balance within seconds of the failure being recorded. You'll see the refund as a positive entry in your credit-transaction ledger.
• Moderation-blocked requests. If your request is blocked at the moderation layer (HTTP 422 moderation_blocked), no Credit is charged in the first place. There is nothing to refund.
• 5xx errors. If we return HTTP 500 (internal_error) or 502 (upstream_error), no Credit is charged.

3.EU consumer cooling-off period (rare, but documented)

If you qualify as a "consumer" under EU law (an individual acting outside their trade, business, or profession, unlikely for the Xavira target customer, but possible), you have a 14-day cooling-off period under EU Directive 2011/83/EU from the date of your first Credit purchase. To exercise this right:

• You must not have used any Credits in any meaningful way during the cooling-off period (we interpret this as: fewer than 5 successful generations consumed).
• Email hello@xavira.ai with subject EU cooling-off refund within 14 days of purchase.
• Refund issued to the original payment method within 14 days of our acknowledgement.

By using the Services beyond the de-minimis usage threshold above, you expressly waive the cooling-off right (which Directive 2011/83/EU permits for digital content delivered immediately on consent).

4.Discretionary refunds

We will consider refund requests on a case-by-case basis outside the rules above for the following situations:

• Wrongful charges: duplicate payments, charges to a wrong account, demonstrable processor errors. Email us with the Finby transaction ID; we'll work with Finby to reverse.
• Account closure by Xavira for our convenience (i.e. not for your breach): remaining unused Credits are refunded pro-rata, per Terms § 9.4.
• Service unavailability: sustained, multi-day outage attributable to us (not to a Sub-processor or to your end of the connection). We'll typically issue Credit grants rather than cash refunds.

No refunds under this section for: usage of Credits ("buyer's remorse"), business-strategy changes on your end, failure to monitor your balance, or content blocked by the moderation system functioning as designed.

5.Cryptocurrency payments

Once we receive a cryptocurrency payment to the address we specify, the transaction is final and non-refundable. Cryptocurrency settlement is irreversible by design. Please verify the wallet address, the amount, and the network before sending. We cannot recover funds sent to a wrong address, sent on the wrong network, or sent without sufficient network fees.

6.Chargebacks

If you experience an issue with a charge, please contact us at hello@xavira.ai before initiating a chargeback with your bank or card issuer. Most disputes can be resolved bilaterally within 48 hours.

We reserve the right to contest chargebacks initiated without first contacting us where:

• The Services were delivered as described (Credits were added to your balance, gens completed);
• The dispute is over usage that already happened;
• We have evidence of authorised use under your account.

Initiating a fraudulent chargeback may result in immediate account termination, forfeiture of remaining Credits, referral to the payment-processor's anti-fraud team, and (in severe cases) referral to law enforcement.

7.How to request a refund

Email hello@xavira.ai with subject Refund request and include:

• The email on your Xavira Account.
• The Finby (or other processor) transaction ID, plus date and amount of the charge.
• Which category from Section 3 or 4 above applies.
• For Section 3 (EU cooling-off): a brief statement that you qualify as an EU consumer.
• For Section 4 (discretionary): a brief description of the situation and any supporting evidence (timestamps, error screenshots, processor confirmations).

We aim to acknowledge within 1 business day and resolve within 7 business days from the date we receive the complete request.

8.Modifications

We may modify this policy. Material changes are announced by email 30 days before they take effect. Changes do not apply retroactively to purchases made before the effective date of the change.

9.Contact

Sria Digital B.V.
Refund requests: hello@xavira.ai · subject "Refund request"