1. Scope and important distinctions
This draft covers Xone Business subscription cancellations, payment issues and refund requests for monthly and yearly packages. It must be finalised against the actual checkout and payment system before paid subscriptions begin.
Cancelling a renewal stops a future subscription period; requesting a refund concerns money already charged. Neither action automatically deletes accounting records. Mandatory legal rights remain separate from, and may be more favourable than, a voluntary refund offer.
2. Subscription start and the first charge
Xone Business does not offer a free trial. The first payment is collected when the customer subscribes: the discounted monthly price for monthly subscriptions or the displayed annual price for yearly subscriptions.
The 60% monthly discount applies to the first six months from subscription start; it is not a free period. Any approved refund relates to the amount actually paid, subject to the refund terms and mandatory legal rights below.
3. Monthly subscriptions
The previous website text proposed a full refund if requested within 14 days of the first paid charge. This voluntary guarantee has not been confirmed and should not be treated as an approved offer.
To confirm: whether that guarantee will be offered, eligibility, whether it covers only the first charge, the request deadline and treatment of later renewals or partially used periods. Mandatory remedies for incorrect charges, non-conforming service or other legal rights are unaffected by any voluntary deadline.
4. Yearly subscriptions
A yearly package is billed for the annual period disclosed at purchase, not as twelve separate monthly purchases. The customer must see the total annual charge before committing.
To confirm: whether a voluntary first-payment guarantee also covers annual subscriptions, whether unused months qualify for a prorated refund or credit, and how annual renewals are handled. This draft does not impose a blanket “no refunds” rule or promise an annual refund formula.
5. Cancelling renewal
The proposed approach is to allow cancellation of future renewal while keeping access for the paid period. The effective date and remaining access must be confirmed against the implemented service. Cancelling renewal is not, by itself, a request to return an earlier payment.
To confirm: the account cancellation controls or verified support channel, any lawful processing cutoff and the confirmation sent to customers. Requests should be acknowledged with the subscription affected, cancellation date and any further charge due. A request channel described here must actually be available before publication.
6. Discounts and plan changes
The advertised monthly offer is 60% off the first six months. If a payment is refundable, the refund should relate to the amount actually paid for that charge, not the undiscounted list price. This does not by itself decide whether a charge qualifies for a refund.
The final order must explain promotional eligibility, the price afterwards and treatment of upgrades, downgrades, credits and proration. A monthly promotion does not automatically apply to a yearly subscription. Any clawback of a discount or cancellation fee requires a clear, lawful term agreed before purchase; none has been selected here.
7. Billing errors and unauthorised charges
If you believe a charge is duplicate, incorrect or unauthorised, raise it promptly with the verified support contact and, where appropriate, your payment provider. Include the invoice or transaction reference and a description of the issue, but never send passwords, a full card number or card security code.
Confirmed billing errors should be corrected through the payment provider, with a refund or other appropriate correction. A voluntary refund window does not override legal rights relating to unauthorised transactions or payment errors. Contacting Xone Business does not remove any right to dispute a payment through your bank.
8. Service problems and statutory remedies
If the service is not supplied as agreed or does not meet applicable legal requirements, you may have remedies independent of this policy. Depending on the circumstances and law, these can include correction, a price reduction, termination or a refund.
Report the affected feature, relevant dates and impact so the issue can be investigated, without including unnecessary sensitive accounting data. No discretionary refund restriction can remove remedies that are mandatory under applicable law.
9. Consumer withdrawal rights
Eligible consumers purchasing online in the EU or UK may generally have a 14-day statutory withdrawal period beginning when the service contract is concluded. This is different from a voluntary guarantee measured from the first paid charge. Local law, contract type, required disclosures and exceptions determine the exact position.
Where a consumer expressly requests service to start during the withdrawal period, a proportionate charge may be lawful only if the relevant conditions are met. Loss of a withdrawal right for a fully performed service or certain digital content also requires specific legal conditions, including appropriate prior consent and acknowledgement. Simply activating an account does not establish those conditions.
A consumer wishing to withdraw may use an unequivocal statement identifying the subscription and communicating the decision to withdraw; use of a particular form is not generally compulsory. The final purchase process must supply any required model form, contact details and durable confirmation. Where law requires repayment within 14 days of withdrawal notice, an internal processing estimate cannot extend that deadline.
10. How to request a refund
The website currently lists support@xonebusiness.com. Ownership and handling of that address must be verified before it is used as the final refund channel.
For a request, provide:
- The account email and organisation name.
- The plan and billing period affected.
- The invoice or transaction reference, charge date and amount.
- The reason for the request and whether you are also cancelling renewal.
Proportionate verification may be needed to protect the account. Request handling should not create unreasonable barriers or delay mandatory rights. Keep a copy of the request and any response.
11. Refund method and timing
Approved refunds should normally return to the original payment method, unless another lawful method is agreed without imposing extra fees where prohibited. Payment providers and banks may take additional time to show funds after a refund is initiated.
The earlier website suggested 5–10 business days; this is an unconfirmed estimate, not a verified processing commitment. The final policy must distinguish the time to review a request, initiate payment and receive funds, and comply with any shorter statutory deadline. Currency conversion and bank handling must be explained where relevant without unfairly reducing mandatory refunds.
12. Access and accounting records
A refund, cancellation or withdrawal may affect access, but the exact effective date and data handling must be disclosed. Export important records before access ends, and retain copies required by your accounting or tax obligations.
To confirm: the supported post-cancellation export period, how a refund or immediate termination changes access, and the retention and deletion schedule. The previously suggested 90-day export period is not verified. The final DPA and Privacy Policy must address data return, deletion, backups and legally required retention.
13. Changes and contact
Keep the version supplied with your order. Material changes to a voluntary refund offer should apply prospectively with appropriate notice and must not remove an entitlement already granted. Mandatory legal rights always take precedence.
Before publication, add the legal operator, registered address and confirmed refund contact, and approve the monthly and annual refund choices. This draft explains what must be settled; it does not establish that payment collection, cancellation controls or refunds are already operational.