Refund policy
Last updated: 2026-05-27
This policy applies to payments processed during Xovi Phase 0, from May 16, 2026 to August 10, 2026. During this initial stage, the associated payments are managed by Jesús Alejandro Pérez Andrade, an individual conducting business activities, as the operational and tax manager of payments.
You may request a refund related to subscription payments made through Xovi, subject to the conditions described in this policy.
1. Summary by payment type
| Payment type | Request window | Review | Refund method |
|---|---|---|---|
| Monthly subscription | Within the first 7 days from subscription or monthly renewal | Automatic or manual, depending on payment portal availability | Original payment method used in Stripe |
| Annual subscription | Within the first 7 days from purchase or initial subscription | Automatic or manual, depending on payment portal availability | Original payment method used in Stripe |
| Subscription after 7 days | After the first 7 days | Manual case-by-case review | Original payment method used in Stripe, when applicable |
2. How to request a refund
To request a refund, email hola@axolodao.org with the following information:
- Full name or email associated with the payment.
- Approximate payment date.
- Payment type: monthly or annual subscription through Stripe.
- Proof of payment, receipt, or payment identifier, when applicable.
- Reason for the request.
3. Subscriptions
You may cancel your subscription through the Stripe payment portal or by emailing hola@axolodao.org. Cancellation prevents future charges, but it does not always imply an automatic refund of charges already processed.
If you request a refund within the first 7 days from the initial subscription, initial purchase, or monthly renewal, we will review the request under this policy. After that period, refunds will be reviewed on a case-by-case basis and, when applicable, processed to the original payment method used in Stripe.
4. Non-refundable cases
- Requests submitted outside the indicated time windows.
- Substantial use of the service before requesting a refund.
- Errors in network, token, amount, or destination address entered by the user.
- Payments associated with benefits, access, or services already used, unless there is a failure attributable to Xovi or an applicable legal obligation.
5. Response time
We will aim to respond to refund requests within 72 business hours. In cases that require Stripe validation, payment review, tax verification, technical review, or additional information, the resolution time may be longer.
6. Contact
For manual requests, clarifications, or payment-related disputes, you may email hola@axolodao.org.