Legal
Refund Policy
Last updated 14 September 2026.
Contents
- 1. The trial is never charged
- 2. A payment is final
- 3. Cancelling stops the next charge, it does not reverse the last one
- 4. Moving to a smaller plan is not a refund, and does not need to be
- 5. The two things we will always return
- 6. Outages and service problems do not create a refund
- 7. Try it before you pay for it
- 8. Chargebacks
- 9. Where the law says otherwise
- 10. Changes
- 11. Contact
Aldin Smajkan operates X-Protocols as an individual, in Bosnia and Herzegovina. This is a sole operator, not a registered company, and no VAT identifier applies. Payments for a paid plan are processed by a third-party payment provider acting as merchant of record; its details appear on your invoice. For anything you need in writing, ask at support@x-protocols.com.
This policy binds from your first payment. Payments, where a plan is paid for, are taken by a third-party payment provider acting as merchant of record. This rule was published before any payment could be taken, so that nobody is asked to agree to a refund policy produced after their money moved.
1. The trial is never charged
The first month after you register the account is free, on the plan you chose, and no payment is taken during them. Cancel at any point before the trial ends and nothing is ever charged — there is no payment to refund because none was made. Everything below is about what happens after that, once a paid period has begun.
2. A payment is final
When a plan is paid for, that payment covers a defined period, and it is not refundable once the period has begun — not in part, not pro rata, and not because the service was used less than expected. Changing your mind, changing supplier, changing the way your business works, or simply not logging in are not grounds for a refund.
This is stated bluntly on purpose. It is easier to read a hard rule before paying than to discover a soft-sounding one has conditions.
3. Cancelling stops the next charge, it does not reverse the last one
You can cancel at any time, and cancelling takes effect immediately in the only sense that matters: no further charge is made. Your plan keeps working until the end of the period you already paid for — you are not cut off early, because you paid for that time and it is yours. Nothing is refunded for the remainder of it.
Cancelling is not the same as deleting. Ask us and we will delete the account and its data, as described in the Terms of Service.
4. Moving to a smaller plan is not a refund, and does not need to be
When you move to a smaller plan, the plan you already paid for runs to the end of its period and the smaller one starts at the next renewal. You are not charged on the day you ask and you are not refunded, because nothing has been taken from you: you keep every day you bought, at the level you bought it.
Moving to a larger plan is the other way round. It takes effect at once and you are charged the difference for the days left in the current period, shown to you before you confirm. That charge is for time you then have, so it is final in the same way every other payment here is.
5. The two things we will always return
These are not exceptions to the rule above. They are money that was never owed in the first place, and we return them without argument:
- A duplicate or mistaken charge — billed twice for the same period, billed on the wrong plan, or billed an amount that does not match the plan you chose.
- A charge taken after you cancelled — if the cancellation was recorded and a payment went out anyway, that payment comes back.
If either happens, tell us and we will check it against our own records and the processor's. If we were wrong, we say so and return the money. Our payment processor can also approve a refund directly under its own buyer protection policy, independently of the check above.
6. Outages and service problems do not create a refund
The service is provided as-is, without a warranty of uninterrupted operation, and the
Terms of Service say so. Downtime, a crawler that does not visit, an AI
assistant that does not cite you, or a question answered not_covered are not billing
errors and do not entitle you to money back. If we are failing to deliver the service, cancel; that
is what cancelling is for.
7. Try it before you pay for it
Because the rule above is strict, the way to find out whether this product works for you is to use it without paying. The live demo answers real questions against real published records, and the free tier publishes a live business. Nobody should be paying for this service before they have watched it answer a question about their own business.
8. Chargebacks
If you believe you were charged wrongly, section 5 is faster than your bank: we can look at it the same day, and a bank dispute takes weeks whichever way it goes. Raising a dispute without contacting us first may suspend the account while it is open, because we cannot leave a plan running against a payment that is being reversed.
9. Where the law says otherwise
This service is sold to businesses for use in their business. Where a mandatory consumer or distance-selling right applies to a particular buyer and cannot be waived by agreement, that right applies and this page does not override it. The governing law, the operating entity and its registered details are stated above and on the Terms of Service.
10. Changes
We will update this page as the service changes, and the "last updated" date above changes with it. A change to this policy is a material change to the Terms of Service and will be sent to the email address on your account. A change never applies backwards to a payment already made.