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Refund Policy

Last updated: February 4, 2026

We want you to be completely satisfied with XUIONE WEBPLAYER PRO. This Refund Policy outlines when and how you can request a refund.

1. Free Trial

The Pro plan (monthly subscription) includes a 14-day free trial:

• Full access to all Pro features during the trial
• No payment required to start the trial
• Cancel anytime during the trial without being charged
• If you don't cancel, you'll be charged after 14 days

2. Refund Eligibility

Eligible for Refund

You may be eligible for a refund within 7 days of your first payment if:

• The software does not function as described
• You experience technical issues that we cannot resolve
• The software is incompatible with your server environment (after attempting troubleshooting)

Not Eligible for Refund

Refunds will not be provided for:

• Change of mind after the 7-day period
• Issues caused by your IPTV provider (unavailable streams, poor quality, etc.)
• Failure to read the product description and feature list before purchase
• Issues caused by incorrect installation or configuration
• Requests made after 7 days from the initial payment
• Subscription renewals (only first payment is eligible)
• Violations of our Terms of Service

3. How to Request a Refund

To request a refund:

• Email us at [email protected]
• Include your license key and the email used for purchase
• Describe the issue you're experiencing
• Provide any relevant error messages or screenshots

We will respond within 48 hours and may request additional information or offer troubleshooting assistance before processing a refund.

4. Refund Processing

If your refund is approved:

• Refunds are processed through the original payment method (Stripe)
• Processing takes 5-10 business days depending on your bank
• Your license key will be deactivated upon refund
• You must remove the software from your server

5. Cancellation vs. Refund

Please note the difference:

• Cancellation: Stops future billing. You keep access until the end of your current billing period. No refund for remaining time.
• Refund: Returns your payment. Your license is immediately deactivated. Only available within 7 days of first payment.

6. How to Cancel

You can cancel your subscription anytime:

• Visit the Stripe Billing Portal
• Log in with the email used for purchase
• Click "Cancel subscription"

Your access continues until the end of your current billing period.

7. Yearly Subscriptions

For yearly subscriptions:

• The 7-day refund policy applies to the first payment only
• After 7 days, you may cancel but will not receive a refund for remaining months
• We recommend starting with a monthly subscription to test the service

8. Exceptional Circumstances

We may consider refunds outside the standard policy for:

• Service outages caused by us lasting more than 7 consecutive days
• Critical bugs that prevent core functionality and cannot be fixed within 14 days
• Other circumstances at our discretion

9. Contact Us

For refund requests or questions about this policy:

• Email: [email protected]
• Response time: Within 48 hours