Refund Policy
Last updated: 18 July 2026
This policy applies to Xale Pro, a subscription service provided by Kayu Pte Ltd (UEN 201820276M). Kayu's public service address is One North Crescent, Level 7, Suite 7052, Singapore 138538. This policy is in addition to any non-excludable rights you have under applicable consumer law or the terms of the merchant that handled your purchase.
14-day first-charge guarantee
If Xale Pro is not right for you, request a full refund within 14 days after your first paid charge for a monthly or annual web subscription. The monthly plan is charged when purchased. For an eligible annual subscription with a 14-day trial, the refund period starts when the first annual charge is made after the trial, not when the trial begins.
Email support@xale.app from the address connected to your Xale account and include the word "refund". No reason is required. We may ask for the receipt or other information reasonably needed to locate and verify the purchase.
Web purchases: Stripe and Link
Web purchases are facilitated through Stripe Managed Payments. Stripe's affiliate Sold through Link, LLC ("Link") is the merchant of record for the transaction and charges and collects payment as Kayu's agent. Kayu reviews requests made under Xale's 14-day guarantee and, when approved, initiates the refund through Stripe or Link. The refund includes the purchase price and applicable transaction tax returned through the refund process.
Link may also review and issue refunds under its own policy, including for qualifying delivery, quality, billing or unauthorised-payment issues. If Link's applicable policy, mandatory local law or a term shown at checkout gives you greater rights, those greater rights also apply. You can read the Sold through Link refund information.
What happens after a full refund
Pro access ends when the refund is approved. Your Xale account, User Content, Free features and export tools remain available unless you separately delete the account. A refund does not delete your data.
Renewals
A renewal is not covered by Xale's voluntary 14-day first-charge guarantee merely because you changed your mind or did not use the Service. We will nevertheless refund or provide another remedy where required by law, Link's applicable policy, or in the following circumstances:
- Billing error. A duplicate charge, a charge made after an effective cancellation, or an amount different from the price you authorised.
- Material service failure.A prolonged failure within Kayu's control that materially prevented access to paid features. Depending on the circumstances, we may provide a full or proportionate refund, credit or extension.
- Mandatory consumer right. A cooling-off, cancellation, quality or renewal right that applies where you live.
Cancellation is different from a refund
You can cancel a web subscription at any time from Xale's Settings, which links to Link's subscription-management service, or through the management link in your Link receipt. Cancellation stops future renewal. Pro normally remains available until the end of the current paid period, unless a refund is approved or law requires another result. Cancellation alone does not refund an already-paid period.
App Store and Google Play purchases
Apple and Google control refunds for subscriptions purchased through their stores, and Kayu generally cannot issue those refunds directly. Request a refund through Apple's Report a Problem service or Google Play's order history and support flow. The store's policy and any mandatory consumer rights apply.
How and when refunds arrive
Refunds are returned to the original payment method. Stripe, Link or the app store sends the refund confirmation. It commonly takes several business days for a refund to appear, but timing depends on the payment method and financial institution and can sometimes take longer. Kayu cannot send a refund to a different person or payment method unless the transaction provider and applicable law allow it.
Consumer rights and disputes
Nothing in this policy limits a statutory right or remedy that cannot lawfully be limited, including rights under Singapore's Consumer Protection (Fair Trading) Act and consumer law where you live. Contacting Kayu or Link about a refund does not remove a payment-dispute right that your payment provider or applicable law gives you.
Changes to this policy
We may update this policy for future purchases. A change will not reduce a refund right that already applies to a completed charge. We will update the date above and provide any notice required by law.
Contact
Send refund questions and requests to support@xale.app, or write to Kayu Pte Ltd, One North Crescent, Level 7, Suite 7052, Singapore 138538.