Refund Policy

Effective date: 14 July 2026

This Refund Policy explains when and how payments made for XgenPlus subscriptions may be refunded. It applies to purchases made through www.xgenplus.com and forms part of our Terms and Conditions.

1. Our Commitment

We want every organisation on XgenPlus to be genuinely satisfied with the service it pays for. We do not want you to pay for a service you are not using or that is not working for you. At the same time, refunds are governed by the specific terms below, and nothing on any other page of the Platform should be read as promising a refund beyond what this policy states.

2. Annual Subscriptions

XgenPlus paid plans are billed annually, per user, with storage pooled across your organisation. We do not offer monthly billing.

First purchase: if you are dissatisfied with XgenPlus for any reason, you may request a full refund of your first annual subscription payment within 15 days of the date of payment. Write to us at support@xgenplus.com and, where possible, tell us what went wrong so we can first try to fix it. On approval, your account will be closed or moved off the paid plan and the amount paid will be refunded in full.
After the 15-day window: annual subscription fees are non-refundable, except in the exceptional circumstances described in Section 5 or where a refund is required by applicable law. Cancelling mid-term does not entitle you to a refund of the unused portion of the term; your service continues until the end of the period already paid for.
Reducing the number of users, or leaving purchased users unused, during a paid annual term does not give rise to a refund or credit.
Mid-term add-on purchases: buying additional users, storage, or plan capacity part-way through an existing paid term (charged pro-rata for the days remaining in that term) is a separate transaction on an already-active subscription and is non-refundable. Only a domain's very first annual purchase is covered by the 15-day window above.

3. Trial Plan

The XgenPlus Trial plan is a paid, fixed-duration evaluation plan: it runs for exactly one month, supports up to 5 users, is charged at one month of the applicable per-user price (plus GST where applicable), and does not renew. There are no recurring charges on the Trial plan — at the end of the month it simply expires unless you choose to purchase an annual plan.

Trial fees are non-refundable once your trial account has been provisioned, given the short, fixed duration of the plan. If we fail to provision or activate your trial account, you may request a full refund of the trial fee.
If you purchase an annual plan after (or during) your trial, that annual purchase is covered by the 15-day first-purchase window in Section 2. Once that window lapses, no refund is available on the ground that the service did not meet expectations formed during the trial.

4. Renewals and Cancellation

Annual subscriptions run for one year from the date of payment. We will remind you by email before your subscription term ends so that you can decide whether to renew, and we send a receipt for every payment.

You may cancel at any time by writing to support@xgenplus.com. Cancellation stops future renewals; it does not shorten, or refund, the term you have already paid for.
Renewal payments are non-refundable by default — the 15-day money-back window in Section 2 applies only to a domain's first annual purchase, not to renewals.
If a renewal payment is made in error — for example, you intended to cancel but the subscription was renewed — you may request a full refund of that renewal payment within 15 days of the renewal date, provided the renewed term has not been materially used.

5. Exceptional Circumstances

If, during a paid term, we permanently remove or discontinue a core feature that was part of the plan you purchased, or the service suffers prolonged unavailability attributable to us, and we are unable to remedy the problem within a reasonable time after you notify us, we will work with you on a fair remedy. This may include, at our discretion, a pro-rated refund or a service credit for the unused months of your term.

No refund is available where an account is suspended or terminated for breach of our Terms and Conditions — including, without limitation, sending spam, phishing, impersonation, fraud, or other unlawful use of the service. Amounts paid on such accounts are forfeited.

6. Chargebacks

If you believe a charge from us is incorrect, please contact us at support@xgenplus.com before raising a dispute with your bank or card issuer — genuine billing errors are resolved far faster this way. Where a chargeback or payment dispute is raised on a charge we believe to be valid, we may suspend the associated account while the dispute is open and will contest the chargeback with the relevant evidence. Accounts with unresolved chargebacks may be closed, and any refund otherwise available under this policy is forfeited for amounts recovered through a chargeback.

7. Payment Method and Processing of Refunds

Payments on XgenPlus are collected in Indian Rupees through our payment gateway, which supports cards, UPI, and net banking. Approved refunds are issued to the original payment method through the same gateway. We initiate approved refunds within 7 business days of approval; the time for the amount to reach your account thereafter depends on your bank or card issuer and the payment network.

8. Taxes

Prices for customers in India are subject to GST at the applicable rate (currently 18%), shown separately at checkout. Where a refund is approved, the GST charged on the refunded amount is refunded along with it, subject to applicable tax law. Any statutory levies that we are unable to recover or reverse under applicable law may be deducted from the refundable amount.

9. How to Request a Refund

Email support@xgenplus.com from the email address associated with your account, with:

your organisation / domain name,
the order or payment reference from your receipt, and
the reason for the request.

All refund windows in this policy are measured from the date of the relevant payment. We aim to respond to refund requests within 3 business days.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes take effect when posted on this page, and the effective date above will be revised accordingly. The version of the policy in force on the date of your payment applies to that payment. Continued use of the Platform after changes are posted constitutes acceptance of the updated policy.

If you have any questions about this policy, contact us at support@xgenplus.com.