Refund & cancellation policy

If XOsign isn't for you, ask for your first subscription charge back within 30 days of it and we will refund it in full. This applies once, to the first paid month or the first annual charge — renewals after that are not covered by the guarantee.

There is no self-service refund button. Ask us through our contact page (or by email to support@xosign.ai) from the address on your account, and a person issues it through Stripe. The money goes back the way it came in; Stripe typically takes five to ten business days to land it on a card statement.

Refunds are not prorated by how much of the month you used. A refund inside the window is the whole charge; outside it, the rule below applies.

After the first 30 days we don't refund a period that has already started — cancel instead, and you keep what you paid for to the end of it. That is the rule; it is not a wall. If something went wrong on our side, tell us and we will make it right. We can refund all or part of any charge, and we do.

• Notary fees. Online notarization isn't available yet. When it is, a third-party notary is paid for the session, and once a session is booked or held it can't be refunded.
• Postage. Physical mail is paid straight through to the carrier and can't be refunded once it is sent.

Both pay someone else for work done on your behalf. Nothing else on the platform is in this category.

Credit packs are one-time purchases, and the credits you buy don't expire. If we refund a pack, the credits it bought come off your balance in the same proportion — refund half the pack, lose half the credits. That happens automatically, whether the refund is issued from inside XOsign or from Stripe. A pack bought before everything was one credit balance is refunded the same way.

We will refund an unused pack within 30 days of buying it. Once credits have been used, ask us anyway: we can refund the part you didn't use, and the arithmetic above is exactly what makes that possible.

Your plan's monthly credits are a different thing: they reset every month and don't roll over, on monthly and annual plans alike, and they have no cash value. An unlock that fails never costs you a credit.

Cancel anytime from Settings → Billing — switch your plan to Free, or use the billing portal. Either way your subscription is set to end at the close of the period you have already paid for: nothing is charged again, you keep paid features until that date, and then the account moves to Free. There is no cancellation fee and no notice period.

Cancelling is not deleting. Your documents, audit trails and history stay exactly where they are, and you can resubscribe and pick up where you left off. If you want the data gone as well, that is a separate button under Settings → Privacy, and it is described in our privacy policy.

Moving up a plan takes effect immediately, and the difference for the rest of the period is charged there and then. Moving down also takes effect immediately, and the difference comes back as a credit against your next bill rather than as money returned — the same is true of switching from annual to monthly. If you had already cancelled, changing your plan un-cancels it.

Nothing dramatic happens, and nothing is deleted. Here is the whole of it:

• We email you that the charge didn't go through, with a link to update your card.
• Your plan keeps working while Stripe retries the card. Those retries run for roughly two weeks.
• If every retry fails, the subscription ends and the account moves to Free. Paid features stop; your documents, audit trails and history are untouched.

Fix the card at any point in that and the subscription simply carries on. If it has already ended, subscribing again restores paid features immediately — there is nothing to restore on the data side, because nothing was taken away.

The 30-day money-back guarantee covers the first annual charge in the same way it covers a first month. After 30 days an annual term is not refunded for the remainder, but you can cancel at any time to stop it renewing, and you keep the plan until the term ends.

XOsign has no add-ons. Everything on your plan, XOmoney and the Compliance Vault included, comes with the plan itself. If an older subscription of yours still carries an add-on, ask us: we take it off and refund the time you didn't use.

Please talk to us before disputing a charge with your bank — almost everything is faster to fix directly. If a dispute is filed and lost, the credits that charge bought are removed from the account, the same as a refund.

Billing questions, refund requests, or a disagreement about a charge: use our contact page or email support@xosign.ai. Write from the address on your account and say which charge you mean; a person, not a queue, reads it.