Refund policy

1. Nature of Irrevocable Digital Deliverables

1.1 The software platform licensed by XRYZEX AI consists exclusively of intangible, digital assets, including, without limitation:

• Full source-code repositories and code modules;
• Database DDL scripts, schema definitions, and migration files;
• API integration patterns, agent orchestration logic, and prompt architectures;
• Technical onboarding documentation, deployment guides, and architecture diagrams;
• License-key issuance, activation records, and software update notifications.

1.2 Unlike physical goods or standard subscription software, digital source-code assets cannot be physically returned, recalled, or un-downloaded once repository access has been provisioned. Once Licensee has received credentials, a license key, repository access, or a copy of any portion of the Software (whether through cloning, forking, downloading, or extracting), the digital asset has been delivered, and its underlying economic value has been transferred to Licensee.

1.3 Consequently, completion of payment through Paddle and the subsequent provisioning of repository access, license-key issuance, or transmission of technical documentation constitutes full, final, and irreversible execution of the digital delivery contract. The risk and responsibility for safeguarding the licensed materials passes to Licensee at the moment of delivery, irrespective of whether Licensee actively deploys the Software, installs it on infrastructure, or commercialises it downstream.

1.4 The Company maintains an internal log of all delivery events, including license-key activations and access-grant timestamps. This log constitutes prima facie evidence that digital delivery occurred on the date and time recorded and is binding on Licensee absent clear and convincing evidence to the contrary.

2. Express Waiver of Consumer Right of Withdrawal

2.1 By purchasing an enterprise deployment license and clicking the "I Agree," "Purchase," or similarly labelled acceptance control at checkout, Licensee explicitly requests immediate delivery of the digital software content and further acknowledges that Licensee has been informed, prior to purchase, that immediate commencement of delivery forfeits and waives any statutory "cooling-off" period or right of withdrawal that may otherwise apply under applicable consumer protection law.

2.2 This express waiver applies to, and Licensee consents to the immediate commencement of delivery notwithstanding, any consumer-protection regime that would otherwise grant a period of reflection, including, without limitation:

• The European Union Consumer Rights Directive (2011/83/EU) and any successor or equivalent instrument, including the 14-day withdrawal period;
• The United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any successor or equivalent rules;
• The Australian Competition and Consumer Act 2010 and the Australian Consumer Law, including provisions relating to unsolicited consumer agreements and digital content supply;
• The Canadian Competition Act and applicable provincial consumer-protection statutes; and
• Any analogous international digital-trade framework, including the United Nations Convention on Contracts for the International Sale of Goods where incorporated into domestic law.

2.3 The waiver of withdrawal rights is consistent with, and supported by, the express statutory carve-out applicable to the supply of digital content where the consumer has provided prior express consent to immediate performance and has acknowledged that, by doing so, the right of withdrawal is lost. Licensee confirms that the consent provided at checkout was free, specific, informed, and unambiguous.

2.4 Where local mandatory law reserves any non-waivable residual rights, those rights are preserved to the minimum extent required by such law, but the overall commercial characterisation of the transaction as a final sale supported by an irrevocable digital delivery remains in full force.

3. Pre-Purchase Due Diligence Obligation

3.1 Licensee represents, warrants, and covenants that Licensee has thoroughly and independently evaluated, prior to completing the order, all material aspects of the Software relevant to Licensee's intended use, including, without limitation:

• Feature Specifications — the software features, agent orchestration capabilities, telephony integrations, and LLM provider support available in the licensed release;
• Technical Stack — the supported cloud hosts, database engines, runtime environments, and third-party dependency versions;
• System Requirements — the compute, storage, bandwidth, and authentication prerequisites of Licensee's intended deployment;
• Licensing Terms — the scope of the single-entity deployment license, the prohibitions on code resale and public disclosure, and the absence of uptime, revenue, or business-outcome warranties;
• Regulatory Burden — the Licensee's independent responsibility for compliance with the TCPA, TSR, GDPR, CCPA, mandatory AI-disclosure laws, and any applicable industry-specific privacy and telephony regulations.

3.2 Licensees are required to direct any pre-sales questions, architecture clarifications, scope inquiries, or commercial licensing proposals to support@xryzex.com before initiating a purchase. XRYZEX will use commercially reasonable efforts to respond to written pre-sales inquiries within twenty-four (24) business hours, but does not warrant or guarantee that any pre-purchase communication constitutes technical, legal, regulatory, or revenue advice.

3.3 A request for, or receipt of, pre-sales technical clarification from XRYZEX does not in any way extend, preserve, or revive any right to post-purchase refund, withdrawal, or rescission. Licensee remains solely responsible for the commercial, technical, and regulatory fit of the Software with respect to Licensee's intended use, irrespective of any assistance, reply, or guidance provided by XRYZEX before checkout.

3.4 Licensee's failure to seek pre-sales clarification, to inspect the technical documentation, to obtain independent legal advice regarding regulatory fit, or to confirm infrastructure compatibility before purchase does not constitute a basis for any refund, credit, or chargeback, and shall be treated as Licensee's voluntary assumption of those risks.

4. Role of Merchant of Record

4.1 All commercial licensing transactions are processed exclusively through Paddle.com Markets Limited ("Paddle") as the Company's authorised global Merchant of Record. Paddle is independently responsible for payment authorisation, settlement, currency conversion, invoicing, refunds (to the limited extent any refund is available under this Policy), chargeback management, and the collection and remittance of applicable indirect taxes (including sales tax, value-added tax (VAT), goods and services tax (GST), and digital services tax).

4.2 Because Paddle is the contracting merchant for each transaction and processes payment-card data under its own PCI-DSS-compliant infrastructure, questions of payment authorisation, billing error, duplicate charge, or tax-receipt inaccuracy must first be addressed to Paddle through the checkout interface or via Paddle's published customer-support channels. The Company will reasonably assist Paddle in resolving reconciliation issues where Licensee has first engaged Paddle in good faith.

4.3 Important Distinction. A genuine billing, tax, or payment-processing error (such as a duplicate charge, an incorrect tax amount, a debit from the wrong account holder, or a transaction posted for a product Licensee did not intend to buy) is a payment error and should be directed to Paddle for remediation. A change of mind, a perceived lack of fit, difficulty with deployment, or disappointment with revenue or client-conversion outcomes is a commercial outcome of the digital delivery described in Section 1 and is not a basis for refund.

4.4 The Company does not receive, process, store, or retain raw payment-card numbers (PANs), card verification values (CVV/CVC), or cardholder authentication credentials. Limited, non-sensitive order metadata — including the purchaser's name, billing email address, licensed product identifier, transaction reference, and payment status — is shared with the Company by Paddle solely for license fulfilment, activation, support, and bookkeeping. Licensee acknowledges and consents to this limited data flow.

5. Technical Support & Onboarding Guidance

5.1 If Licensee experiences technical difficulties during deployment, XRYZEX AI provides documentation assistance and setup guidance via support@xryzex.com in accordance with the Fully Documented Onboarding Protocol bundled with the Software. Support is provided on an as-available basis and consists of asynchronous, email-based responses during normal business hours.

5.2 The provision of technical support or onboarding guidance is intended solely to assist Licensee in successfully deploying the Software on Licensee's own infrastructure. Under no circumstances does the opening of a support ticket, the receipt of a substantive reply, a delay in deployment, an unresolved technical issue, a regression introduced by Licensee-side configuration, or the discovery of an undocumented edge case alter, modify, suspend, or invalidate the strict 100% final-sale policy described in this document.

5.3 No guarantee is made as to: (i) the resolution time of any support ticket; (ii) the outcome of any deployment configuration; (iii) the suitability of any third-party infrastructure provider; (iv) the compatibility of the Software with future releases of third-party dependencies; or (v) the level of revenue, profit, or commercial success Licensee may obtain using the Software. Each of the above is a commercial outcome determined by Licensee's own skill, infrastructure, market, and execution.

5.4 Where a support investigation reveals a bona-fide defect in the Software as originally delivered, the Company's sole and exclusive obligation shall be to issue, at its discretion, a documentation patch, configuration clarification, or updated release. Such remediation is provided in furtherance of the Software-as-is license and is not, and shall not be construed as, a refund, credit, rebate, or price reduction.

6. Unjustified Disputes & Chargeback Prevention

6.1 Initiating a payment dispute, credit-card chargeback, or analogous bank or card-network reversal through Paddle, a card-issuing bank, or any payment intermediary after receiving digital software access — and where no genuine billing or payment-processing error exists — constitutes a material breach of the XRYZEX Terms of Service, an infringement of XRYZEX Group's intellectual-property rights, and an unjust enrichment of Licensee at the expense of the Company.

6.2 In the event of an unauthorised or unjustified chargeback, payment reversal, or bank-initiated dispute, the following actions shall occur automatically and without further notice:

• Licensee's deployment license is immediately and permanently revoked;
• Access to software updates, repositories, license-key validations, and technical documentation is terminated;
• Any renewal benefits, future-version entitlements, or support-priority access are forfeited;
• The Company reserves the right to seek full economic recovery of the contested amount, plus statutory copyright damages, plus attorneys' fees and collection costs; and
• The Company may initiate injunctive and recovery proceedings in any competent forum of its choosing, including for trademark and copyright infringement, breach of contract, and unjust enrichment.

6.3 The Company will, in good faith, cooperate with Paddle in resisting chargebacks that the Company has reason to believe are unjustified. The presence of documented digital delivery (license-key activation, access-grant timestamp, repository clone log, or equivalent evidence) constitutes strong prima facie evidence that the chargeback is unjustified.

6.4 Licensee is strongly encouraged to exhaust all reasonable pre-chargeback remedies — including direct contact with the Company at support@xryzex.com and with Paddle through the checkout interface — before initiating any card-network or bank dispute. The thirty-day informal-resolution window recommended in this clause 6.4 serves as a practical alternative to the costlier and consequence-laden path of an unjustified chargeback.

6.5 Nothing in this Section 6 is intended to, or shall be construed to, restrict any non-waivable statutory rights of consumer-cardholders under applicable card-network rules or applicable consumer-protection law. The remedies described in this Section 6 are in addition to, and not in lieu of, any rights or remedies that the Company or Paddle may pursue under the rules of the relevant card network.

7. No General Refund Exceptions Beyond Mandatory Law

7.1 The Company does not offer refunds, partial refunds, pro-rata refunds, credits toward future products, or exchanges for any of the following reasons, all of which are explicitly excluded from any refund entitlement:

• Change of mind, regret, delayed implementation, or failure to deploy the Software within any chosen timeframe;
• Discovery, post-purchase, of a feature that Licensee wishes the Software included but which is not in the licensed release;
• A more competitive offer from an unrelated vendor, a change in market conditions, or a change in Licensee's business strategy;
• Demographic, geographic, or jurisdictional limitations on Licensee's intended market;
• Failure to obtain end-client demand, signature, or commercial traction in Licensee's market;
• Infrastructure incompatibility with Licensee's choice of vendor (e.g., Supabase region, Vercel plan, Vapi account tier, telephony provider);
• Dissatisfaction with revenue, conversion, or financial outcomes generated from the Software;
• Difficulty interpreting the technical documentation, including reliance on any third-party translator or contractor not engaged by the Company.

7.2 Where mandatory consumer-protection law in Licensee's jurisdiction reserves a non-waivable refund right that cannot lawfully be excluded by this Policy, the Company's obligation shall be limited to the minimum such law requires. Licensee bears the burden of demonstrating such mandatory legal entitlement to the Company's reasonable satisfaction.

7.3 In any event, the Company shall have no obligation to refund any portion of the license fee where Licensee has, at any time after delivery: (i) made a copy of the source code; (ii) deployed the Software on any infrastructure; (iii) granted access credentials to any third party; (iv) customised the Software beyond what is required for Licensee's single deployment; or (v) generated revenue or commercial benefit of any kind from the Software.

8. Data Protection & Non-Return of Digital Content

8.1 Because the licensed Software consists entirely of digital source-code assets and technical documentation, the Company has no practical ability to "take back" the delivery once repository access, license-key activation, or documentation transmission has occurred. Any unilateral "destruction" or "return" of digital content by Licensee would be symbolic only and would not restore the Company to the pre-delivery position, since the contents cannot be recalled from any device to which Licensee has transmitted them.

8.2 Licensee acknowledges that any obligation on the Company to delete Licensee data — to the extent such deletion is required by privacy law — is limited to the limited categories of personal data collected directly by the Company through Paddle (order metadata, billing email, license activation records), and does not extend to Licensee's own copy of the licensed Software or Licensee's own end-caller data, which are governed by the Licensee's own data-controller obligations.

8.3 The Company's data-protection commitments are governed by the XRYZEX Privacy Policy, which is incorporated by reference into this document. In the event of any conflict between this Policy and the XRYZEX Privacy Policy regarding the Company's collection, processing, or retention of personal data, the Privacy Policy shall control with respect to such data.

9. Governing Principles & Conflict Resolution

9.1 This Policy is to be read together with the XRYZEX Terms of Service and the XRYZEX Privacy Policy. Where this Policy uses a defined term, the definition in the Terms of Service shall apply unless this Policy expressly provides otherwise. Where this Policy and the Terms of Service conflict regarding refunds, this Policy shall control.

9.2 If any provision of this Policy is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable in respect of a particular Licensee or jurisdiction, that provision shall be enforced to the maximum extent permitted by law and the remaining provisions shall remain in full force and effect with respect to all other Licensees and jurisdictions.

9.3 Headings used in this Policy are for convenience only and shall not affect its interpretation. References to "including", "in particular", or "in addition to" are deemed to be followed by "without limitation". Singular includes plural and vice versa where the context requires.

9.4 The Company's waiver of any particular refund request on a specific occasion shall not constitute a waiver of the 100% final-sale policy on future occasions. Each transaction is evaluated independently against this Policy.

10. Amendments to This Policy

10.1 The Company may amend this Policy from time to time by posting an updated version at the permalink for this Refund Policy page and updating the "Last updated" date at the top of this document. Material amendments will, where reasonable, be communicated by email to Licensees who hold an active deployment license.

10.2 Purchases completed before an amendment takes effect shall be governed by the version of this Policy in force at the time of purchase. Purchases completed after an amendment takes effect shall be governed by the amended Policy, regardless of whether the Licensee re-reads the document.

10.3 The cardinal principle of this Policy — that the digital nature of the licensed Software makes sales final upon delivery — is a structural feature of the product and shall not be amended in a manner that materially diminishes the Company's protection against unjustified chargebacks for transactions already entered into the Company's delivery log.

11. Contact Information

11.1 For pre-sales questions, licensing inquiries, or technical onboarding assistance, please reach out to our enterprise team at:

11.2 For payment, tax, invoicing, or genuine Merchant-of-Record billing inquiries, contact Paddle through the checkout interface or via Paddle's published customer-support channels at support@xryzex.com, which XRYZEX will use to coordinate with Paddle on Licensee's behalf.

11.3 Filing a payment dispute through Licensee's card-issuing bank, or initiating an unjustified chargeback, is the least effective and most consequence-laden means of contacting the Company. Licensees are strongly encouraged to use the direct email channel described in Clause 11.1 first.