Cancellation & Refund Policy

Last updated: 18 May 2026

This policy explains how cancellations and refunds work for xyello subscriptions and marketplace purchases. It applies alongside our Terms & Conditions.

In one paragraph

You can cancel a paid xyello subscription at any time, with no cancellation fee. You keep access to the paid features until the end of the billing period you already paid for, and you are not charged again. We do not refund the unused portion of a period.

1. How to cancel

Two equivalent ways:

In-app — Dashboard → Settings → Billing → Manage. This opens the Stripe customer portal (EU/EEA, UK, US) or your Razorpay subscription management (India), where you click Cancel plan.
Email — write to billing@xyello.fr from the email address on the account. We confirm the cancellation by reply within one business day.

2. What happens after cancellation

You keep full paid-tier access until the end of the current billing period — until the end of the month for monthly plans, the end of the year for annual plans.
No further charge is made.
At the end of the period the account automatically downgrades to the free tier. Free-tier limits apply from that moment (commission rises to 9% on shop sales, advanced analytics hide, premium fonts revert, etc.).
You can resume the subscription any time before the period ends from the same billing portal — the cancellation is reversed and the renewal continues normally. If the period has already lapsed, the next subscription is treated as a brand-new billing cycle.
Your content (links, posts, shop products, uploaded files) is kept. Nothing is deleted automatically. If you also want your data deleted, see Data Deletion.

3. Refund policy — subscriptions

Subscription fees for the current period are non-refundable. This is explicit at checkout and consistent with industry practice for digital subscription services (Linktree, Beacons, Notion, etc.).

We make exceptions for:

duplicate or accidental charges;
charges after a confirmed cancellation;
billing errors on our side (wrong currency, wrong tier billed, taxation mistake);
service outages that materially prevented you from using the paid features for a substantial part of a billing period (assessed case-by-case).

Email billing@xyello.fr with your Stripe or Razorpay receipt and a short description. We respond within five business days. Approved refunds are returned to the original payment method via the processor used for the purchase (Stripe in EUR, or Razorpay in INR for India).

4. EU right of withdrawal (Article L221-28 du Code de la consommation)

EU consumer law normally provides a 14-day right of withdrawal for distance contracts. Because xyello is a digital service that becomes fully available the instant you subscribe, French law (Article L221-28 13°) lets us treat the contract as fully executed at that moment if you:

expressly request immediate execution of the contract at checkout, and
acknowledge that you lose the 14-day right of withdrawal once the service is fully executed.

By starting the subscription you give that express consent. If you do not consent, do not start the subscription.

5. Marketplace and shop purchases

When you buy a product, booking, or tip from another creator on xyello, the contract is between you and that seller — xyello acts as a payment facilitator via Stripe (or Razorpay in India) Connect.

First step — contact the seller from their public profile. They are required to respond within a reasonable time.
If unresolved — email disputes@xyello.fr with the order ID. We mediate where reasonable and may refund our platform commission. The seller’s portion of the refund is at the seller’s discretion, subject to applicable consumer law.
Digital downloadable goods — the same withdrawal-right rules as section 4 apply. Sellers must clearly disclose this in their listing.
Bookings — cancellation windows are set by the seller and disclosed at checkout.

6. Chargebacks

Initiating a chargeback with your bank without first contacting billing@xyello.fr can result in your account being suspended pending the bank’s decision. We will always try to resolve a legitimate billing issue directly and faster than the chargeback process.

7. Governing law and disputes

This policy is governed by French law. EU consumers can use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Otherwise the competent courts of Paris, France have jurisdiction.

8. Contact

Billing — billing@xyello.fr

Disputes — disputes@xyello.fr

Information on this page follows standard EU / French SaaS practice and aligns with how comparable creator platforms (Linktree, Beacons, Bento) handle cancellations and refunds. It does not constitute legal advice; specific situations may require independent legal counsel.