Ask for a refund or cancel
You can ask for a full refund of your first annual payment within 15 days of paying by writing to support@xgenplus.com. After that, annual fees, renewals, multi-year terms and mid-term additions are generally not refundable. Cancelling stops future renewals but does not refund the paid term. The full policy is on xgenplus.com.
How to ask for a refund or cancel
Where: Email support@xgenplus.com, full policy at xgenplus.com/refundpolicy.html
- Write to support@xgenplus.com from the email address on your account.
- Give your organisation or domain name, the order or payment reference from your receipt, and the reason.
- Wait for our reply. We aim to respond within 3 business days.
- If approved, the refund goes to your original payment method.
When to use it
Anita's company buys 20 users, then decides within a week that it will stay on its old provider. She emails support with the domain name and payment reference on day six and gets a full refund of the first payment.
The policy at a glance
This is a summary. The refund policy page on xgenplus.com is the authoritative text.
| Payment | Refund |
|---|---|
| First annual subscription | Full refund if requested within 15 days of payment |
| Annual fees after that | Not refundable. Service continues to the end of the paid period. |
| Multi-year terms | Not refundable once paid |
| Renewals | Not refundable by default. A renewal made in error can be refunded within 15 days of the renewal date. |
| Users or storage added mid-term | Not refundable. Only the first annual purchase has the 15-day window. |
| Plus Packs (Mail Rescue, Storage Boost, Forms Plus) | Not refundable once bought. |
| Trial | Not refundable once the account is set up. Refundable if we fail to set it up. |
Good to know
- Reducing users or leaving users unused during a paid term does not give a refund or credit.
- If a core feature is permanently removed or the service is unavailable for a long time because of us, we work with you on a fair remedy, which may be a pro-rated refund or credit.
- No refund is given on an account suspended for breaching the terms, for example spam or fraud.
- Plus Packs are not refundable. Check the pack and its price before you pay.
- Plans are billed annually. Monthly billing is not offered.
Common questions
How long does a refund take?
We start an approved refund within 7 business days. After that, the time to reach your account depends on your bank or card issuer.
Is GST refunded?
Yes. The GST charged on the refunded amount is refunded with it, subject to applicable tax law.
Should I raise a chargeback with my bank?
Please write to us first. Genuine billing errors are resolved faster that way, and a refund is forfeited for amounts recovered through a chargeback.