Refunds and cancellations at Exsigo
Effective September 28, 2026
Depending on your country, your purchase is made either from Exsigo Technologies Inc. with payment processed by Stripe, or from Paddle.com (“Paddle”), our authorised reseller and merchant of record (currently for customers in India). This policy applies to both. For purchases made through Paddle it mirrors Paddle’s Refund Policy, which governs that purchase.
1. General rule
Unless required by applicable law, all transactions are non-refundable and non-exchangeable. A refund may be issued where you exercise a statutory withdrawal or cancellation right (section 2), on a discretionary basis (section 4), or where there is evidence of a material technical or product defect (section 5). Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behaviour. If a refund is issued, access to the relevant plan or credits ends.
2. Statutory rights by country
Nothing in this policy limits rights you cannot waive under the law of the country where you live. In particular, if you are a consumer:
- European Union, EEA, Switzerland and United Kingdom: you have a 14-day right to withdraw from a purchase of digital content or digital services with a full refund. It applies to one-off purchases and to the first payment of a subscription, not to later renewals (except annual subscriptions in the United Kingdom). The right to withdraw does not apply once you have started using the service after expressly agreeing to immediate access. Where a free trial precedes payment, the period runs from the first payment.
- Turkey and Israel: a 14-day right to withdraw with a full refund.
- South Korea, Brazil and China: a 7-day unconditional right to cancel after delivery with a full refund.
- Canada: a 7-day unconditional right to cancel after delivery with a full refund.
- Singapore: a 5-day unconditional right to cancel after delivery or first access with a full refund.
3. Subscriptions and renewals
Every account starts with a free trial (3 days or 30 units, whichever ends first), so you can evaluate the product and the data before any payment. You can cancel a subscription at any time; cancellation takes effect at the end of the current billing period, your plan stays active until then, and no further payments are taken. Renewal payments are not refundable except where a statutory right in section 2 applies.
4. Discretionary refunds
A refund may be issued on a discretionary basis if a request is submitted within 14 days of the transaction date. Relevant factors include the nature of the product, the reason for the request, usage or consumption of units, and any applicable contractual terms. A discretionary refund is voluntary and does not create an obligation to provide refunds in the future.
5. Technical or product defects
If a technical problem stops you from using the service, contact support@exsigo.com first so we can resolve it. Where there is evidence of a material technical or product defect that we cannot resolve, a refund will be issued. Units consumed by failed AI Analyst runs are re-credited automatically and never need a refund request.
6. Credit top-ups and one-time transactions
One-time credit packs follow the same rules as any other transaction under sections 1, 2 and 4. Top-up units are added to your current plan and expire when that plan ends, as described in the Terms of Service.
7. How to request a refund or cancel
- Purchases made through Paddle: use the link in your Paddle receipt, open the Paddle customer portal from the “Manage billing” button in your account, or visit paddle.net and select “Request refund” or “Cancel subscription”.
- Purchases processed by Stripe: email support@exsigo.com from the address on your account with the charge date and amount, or cancel from the “Manage billing” button in your account.
Approved refunds are returned to the original payment method where possible, within 14 days of approval; your bank may take a few further days to show the credit.
Related terms
This policy is part of our Terms of Service. Unused units expire at the end of each period, do not roll over, and have no cash value.