Refund Policy

Last updated: September 21, 2026

This Refund Policy applies to purchases of Xellvio credits and plans made from Xellvio ("Xellvio," "we," "us").

1. 30-day money-back guarantee

If you are not satisfied with your purchase, you may request a full refund within 30 days of your order date. You do not need to give a reason. We will refund the amount you paid for that order to your original payment method.

2. How to request a refund

Orders placed through our checkout are processed by our online reseller Paddle.com, which is the Merchant of Record for those orders and handles returns.

Visit paddle.net and look up your order using the email address you used at checkout, or
Email us at support@xellvio.com with your order email and approximate order date, and we will arrange the refund with Paddle on your behalf.

For orders placed through any other payment option offered in the Service (for example local bank or card payment, or cryptocurrency), email support@xellvio.com and we will process the refund directly.

3. What gets refunded

Unused credits are refunded in full within the 30-day window.
Credits already spent on messages cannot be recovered, because the underlying message was already transmitted and paid to telecommunications carriers. Where part of an order has been used, we refund the unused portion; if your order is materially defective or you were charged in error, we refund the full amount.
Carrier and regulatory registration fees (for example toll-free verification or A2P/10DLC registration fees) charged to us by third parties are refundable only where the third party refunds them to us, or where the registration was never submitted.

4. Errors, duplicate charges, and failed service

If you were charged twice, charged the wrong amount, or credits were not delivered to your account, contact support@xellvio.com at any time — these are corrected in full regardless of the 30-day window.

5. Cancellation

You may close your account at any time from your account settings. Closing your account does not by itself trigger a refund; request one as described in Section 2 if you are within the 30-day window.

6. Chargebacks and abuse

We may decline a refund request where we reasonably determine the purchase was fraudulent, or where the account was suspended for a serious violation of our Acceptable Use Policy or Anti-Spam & Messaging Policy — for example sending messages without recipient consent. Nothing in this policy limits the rights you have under applicable consumer law.

7. Timing

Approved refunds are issued promptly. Depending on your bank or card issuer, funds usually appear within 5–10 business days.

8. Contact

Xellvio Email: support@xellvio.com