Xflow - SaaS tool refund and chargeback policy

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Xflow SaaS tool refund and chargeback policy

Last Updated: July 2025

Overview

Xflow Payments Inc. (“Xflow”) provides an internet-based software-as-a-service platform that allows customers to manage their subscriptions for various third-party SaaS products through a dashboard interface (the “Xflow SaaS Tool”).

This policy explains how Xflow handles refunds and chargebacks in connection with payments made by customers to Xflow for the SaaS tool.

Refund Policy

  1. Xflow offers refunds of SaaS fees only to the extent the Xflow SaaS Tool has not been utilised. Utilisation refers to the use of the Designated Instrument on the vendor checkout interface.

  2. To be eligible for a refund,

    1. The customer must submit a request within 60 days of purchase
    2. There must be a record of non-usage or less-than-expected usage (as determined by our internal logs of use of the Designated Instrument) within this period
    3. The request must include a valid reason and payment reference

  3. Xflow reserves the right to reject refund requests that do not meet the above criteria.

  4. In cases where the Xflow SaaS Tool has been partially used, Xflow may offer a prorated refund based on the unused portion, subject to internal review.

  5. The following are non-refundable:

  6. The following are non-refundable:

    1. SWIFT fees, other bank charges
    2. Tool-utilisation component of the fees
    3. Setup or onboarding fees (if any)
    4. Custom integrations or development work (if applicable)
    5. Promotional or discounted subscriptions (if applicable)

  7. Refunds will be processed back to the original payment method within 7 business days of approval.

  8. Xflow reserves the right to deny refunds to users who are found to be abusing the refund policy, such as repeated refund requests or fraudulent claims.

Chargeback Policy

  1. Before initiating a chargeback, customers are encouraged to contact Xflow’s support team at support@xflowpay.com to resolve any billing issues. Most concerns can be addressed quickly and efficiently without the need for a chargeback.

  2. If the customer believes a transaction was unauthorized or fraudulent, the customer should notify Xflow immediately. Xflow will investigate the issue and, if confirmed, issue a refund or take appropriate action.

  3. Chargebacks should not be used as a substitute for our refund process. Refunds are governed by our Refund Policy, and eligible requests must be submitted through the proper channels.

  4. Initiating a chargeback in violation of this policy may result in:

    1. Suspension or termination of access to the Xflow SaaS Tool (in case of repeated or abusive chargeback behaviour)
    2. Blacklisting from future purchases

  5. If a chargeback is filed, Xflow reserves the right to dispute the claim with the payment processor. Xflow will provide evidence of the transaction, usage logs, and communication history to support its case.

  6. In cases of invalid chargebacks, Xflow may pursue recovery of funds through:

    1. Rebilling the original payment method

    2. Taking legal action if necessary

Contact

For refund or chargeback-related inquiries, contact us at support@xflowpay.com.