Operator: Xelora Pty Ltd (ACN 692 975 107, ABN 96 692 975 107), incorporated in Australia on 18 November 2025, trading as Xelora Billing contact: billing@xelora.host Last updated: 2026-05-09
1. Overview
This Policy explains how cancellations and refunds work for Xelora, including hosting subscriptions, AI Builder subscriptions, domain registrations, and one-off charges. It is part of the Terms of Service and must be read together with the Australian Consumer Law Disclosures.
Important: Nothing in this Policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL). Where we offer a discretionary refund or credit, that is in addition to your statutory rights, not a replacement for them.
2. Defined terms
- “Subscription” — any recurring plan (monthly, annual, or other interval).
- “Domain Fees” — the registry / registrar charges for registering, renewing, or transferring a domain name.
- “One-off charge” — a non-recurring purchase such as a paid template, an SSL certificate, or a setup fee.
- “Cooling-off refund” — the discretionary 14-day refund window described in section 5.
3. Your statutory rights (ACL)
3.1 The Services come with consumer guarantees under the ACL that cannot be excluded, including guarantees that the Services will be provided with due care and skill, will be fit for any disclosed purpose, and will be supplied within a reasonable time where no time has been agreed.
3.2 If we fail a consumer guarantee, you are entitled to remedies under the ACL, which may include: - a refund or replacement for a major failure; - having the problem fixed within a reasonable time, or otherwise getting a refund, for a non-major failure; - compensation for reasonably foreseeable loss.
3.3 See the ACL Disclosures for more detail.
4. How to cancel
4.1 You can cancel a Subscription at any time via the customer dashboard (“Billing” → “Cancel plan”) or by emailing billing@xelora.host from the email address on file.
4.2 Cancellation takes effect at the end of the current billing period unless this Policy provides otherwise. You retain access to the Services until the period ends.
4.3 To avoid auto-renewal, cancel at least 24 hours before the renewal date.
5. Discretionary 14-day cooling-off refund (new Subscriptions)
5.1 Beyond your ACL rights, we offer a discretionary 14-day refund on the first paid period of a new Hosting or AI Builder Subscription where: (a) you request the refund within 14 days of the initial charge; (b) you have not used the Services in a way that materially consumed plan resources (e.g. you have not transferred substantial bandwidth or run high volumes of AI generations); (c) your account has not been suspended or terminated for AUP breach; and (d) the Subscription is not a renewal — only the first paid period qualifies.
5.2 The cooling-off refund does not apply to: - Domain Fees (see section 7); - third-party paid add-ons (e.g. premium SSL certificates, paid plugins); - any usage-based charges already incurred (e.g. AI-token overages); or - dedicated server / annual prepay plans, unless we agree in writing.
5.3 Cooling-off refunds are issued back to the original payment method via Stripe. Allow 5–10 business days for the refund to appear.
6. Mid-term cancellation of a paid Subscription
6.1 Monthly Subscriptions. Monthly plans are not pro-rated. If you cancel mid-cycle, the Subscription continues until the end of the cycle and there is no partial refund, unless the ACL or a specific section of this Policy applies.
6.2 Annual / multi-month Subscriptions. If you cancel an annual plan after the 14-day cooling-off window, we offer a discretionary pro-rata credit for unused full months on the following basis:
(a) the credit is calculated as (unused full months ÷ paid months) × amount paid, less any discount you received for prepaying;
(b) usage-based charges and Domain Fees are excluded from the calculation;
(c) the credit is, at our option, refunded to the original payment method or applied as account credit.
6.3 No pro-rata credit is offered where the account is terminated for breach of the Acceptable Use Policy or the Terms.
7. Domain registrations and renewals
7.1 Domain Fees are paid to third-party registries and are non-refundable once submitted to the registry, except where the ACL or applicable law requires otherwise.
7.2 If a domain registration fails because the registry rejects it, we will refund the Domain Fee for that registration.
7.3 Cancelling a Hosting Subscription does not automatically cancel a domain registration. Domains continue until they expire or are transferred away.
8. AI Builder usage and overages
8.1 Per-period AI generation allowances reset at the start of each billing period and do not roll over.
8.2 Usage-based charges (e.g. AI-token overages, additional builds) are billed in arrears and are non-refundable once incurred, unless we have made a billing error or the ACL applies.
9. Failed payments and account suspension
9.1 If a recurring charge fails: (a) Stripe will retry the charge per its default retry schedule; (b) if the invoice remains unpaid 3 days after its due date, the Services associated with that invoice may be suspended; (c) Customer data is retained for 90 days after suspension. After 90 days, data may be deleted. (d) reactivation may require payment of outstanding Fees.
9.2 No refund is owed for periods of suspension caused by your failed payment.
10. Service outages and credits
10.1 Where a paid plan publishes an uptime commitment, service credits (if any) are calculated and applied as set out on the plan page.
10.2 Service credits are the discretionary remedy for downtime under the contract; they do not replace any ACL remedy that applies.
11. Chargebacks
11.1 If you dispute a charge, please contact billing@xelora.host first so we can resolve the issue directly.
11.2 Initiating a chargeback before contacting us may result in suspension of the Services pending resolution. We will provide Stripe with documentary evidence in defence of unfounded chargebacks.
12. Refunds outside this Policy
We may, at our discretion, offer goodwill refunds or credits in circumstances not described above. Doing so on one occasion does not commit us to do so on another.
13. How to request a refund
Email billing@xelora.host from the address on file with: - your account ID; - the invoice or charge ID; - the reason for the request.
We aim to respond within 5 business days.
14. Disputes
If you are not satisfied with our response, you have rights under the ACL and may also consider: - the NSW Fair Trading complaints process; - the Australian Competition and Consumer Commission (ACCC); - a private claim in the appropriate court or tribunal.
15. Changes
We may update this Policy. The “last updated” date at the top reflects the current version. Material changes will be notified at least 14 days in advance for active Subscriptions.