XAM

Legal Documents

Refund Policy

Effective Date: January 1, 2025
Last Updated: January 22, 2025

1. Overview

At XAM, we strive to provide exceptional service and ensure customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting them.

We offer different refund policies depending on your subscription plan and the nature of your request.

2. NSFW (Free) Plan

No Charges, No Refunds Needed

The NSFW plan is completely free with no charges ever applied to your account.

  • First assessment free for up to 30 participants
  • Subsequent assessments free for up to 5 participants
  • No credit card required
  • No hidden fees or charges

3. Pro Plan Refunds

Pro plan operates on a pay-per-use model. Refunds are evaluated based on specific circumstances:

Eligible for Full Refund

  • Technical Failures: Platform downtime preventing assessment completion
  • Service Interruption: Critical features not functioning during assessment
  • Billing Errors: Incorrect charges or duplicate payments
  • Assessment Not Started: No participants have accessed the assessment
  • Data Loss: Assessment data lost due to our system failure

Timeframe: Must be reported within 24 hours of the issue occurring

Eligible for Partial Refund

  • Partial Service Delivery: Some but not all features worked as expected
  • Assessment Partially Completed: Participants completed assessment but experienced issues
  • Proctoring Issues: AI proctoring failed to function properly during assessment
  • Data Export Problems: Unable to export results in promised formats

Refund Amount: Typically 25-75% depending on impact severity
Timeframe: Must be reported within 48 hours of assessment completion

Not Eligible for Refund

  • Change of Mind: Deciding you no longer need the assessment
  • User Error: Incorrect configuration or misuse of the platform
  • Participant Issues: Problems caused by participant's device or internet
  • Assessment Completed Successfully: All features worked as intended
  • Dissatisfaction with Results: Unhappy with participant performance
  • Late Requests: Refund requests made after above specified timeframes

4. BOSS Mode (Enterprise) Refunds

BOSS Mode refunds are governed by your specific Enterprise Agreement. General guidelines include:

  • Contract Terms: Refunds subject to specific terms in your enterprise contract
  • Service Level Agreements: Refunds may apply if SLA commitments are not met
  • Custom Solutions: Refund eligibility depends on development and implementation stage
  • Annual Subscriptions: Prorated refunds may be available for unused periods

For enterprise refund requests, please contact your dedicated account manager or our enterprise support team.

5. Refund Request Process

Step-by-Step Process

  1. Contact Support: Email us at support@xam.to with subject line "Refund Request"
  2. Provide Details: Include Login email, assessment name, plus any relevant details, issue description, and supporting evidence
  3. Investigation: Our team will investigate your claim within 2-3 business days
  4. Decision: You'll receive our decision with detailed explanation within 5 business days
  5. Processing: Approved refunds are processed within 7-10 business days

Required Information

Please include the following in your refund request:

  • Your account email address
  • Assessment ID or name
  • Date and time of the issue
  • Detailed description of the problem
  • Screenshots or screen recordings (if applicable)
  • Number of participants affected
  • Transaction ID or payment reference

6. Refund Methods and Timeline

Refund Methods

  • Original Payment Method: Refunds are processed to the same payment method used
  • Bank Transfer: Available for bank transfers and UPI payments
  • Account Credit: Option to receive credit for future assessments

Processing Timeline

  • Credit/Debit Cards: 5-10 business days
  • Bank Transfers: 3-7 business days
  • UPI Payments: 1-3 business days
  • Digital Wallets: 2-5 business days
  • Account Credit: Instant

7. Service Credits

In some cases, we may offer service credits instead of monetary refunds:

When Service Credits Are Offered

  • Minor service disruptions that don't warrant full refund
  • Customer preference for future service usage
  • Goodwill gestures for service improvements
  • Upgrade incentives for higher plan tiers

Benefits: Service credits are typically 1.25x the original payment amount and expire after six months.

8. Dispute Resolution

If you disagree with our refund decision, you have the following options:

  • Appeal Process: Request a review by our senior management team
  • Mediation: Third-party mediation through recognized dispute resolution services
  • Legal Action: As a last resort, subject to our Terms of Service

9. Prevention and Best Practices

To minimize issues and refund requests:

  • Test Your Assessment: Use our preview feature before launching
  • Check System Requirements: Ensure participants meet technical requirements
  • Monitor During Assessment: Use real-time monitoring features
  • Contact Support Early: Reach out immediately if issues arise
  • Read Documentation: Familiarize yourself with platform features

10. Contact Information

For refund requests or questions about this policy:

XAM is a product of Ankor

Email: legal@xam.to
Address: Ankor, SP-7A Primus, Guindy Industrial Estate, Chennai, Tamil Nadu 600032
Phone: Account manager will be assignement for enterprise customers.

11. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Significant changes will be communicated to all active users via email.