REFUND & CANCELLATION POLICY

Last Updated: August 11, 2026

This Refund & Cancellation Policy governs the terms under which Uxel Limited ("Uxel", "Company", "we", "us", or "our") provides refunds, billing adjustments, and subscription cancellations for services accessed through https://uxel.io (the "Site") and our proprietary cloud-based channel management platform (the "Platform").

By subscribing to our services or using the Platform, you ("Customer", "User", or "you") agree to the terms outlined in this policy, which forms an integral part of our Terms and Conditions of Service.

1. 14-DAY MONEY-BACK GUARANTEE

1.1 Eligibility: New enterprise customers subscribing to a paid monthly Base SaaS Subscription tier on Uxel.io are eligible for a 100% full refund of their initial Base Monthly SaaS Platform Fee within fourteen (14) calendar days of the initial account sign-up date (the "Guarantee Period").

1.2 Scope of Guarantee: The 14-day money-back guarantee applies solely to the recurring Base Monthly SaaS Fee. Any transaction commissions or variable usage fees incurred during the initial 14-day period for real-time travel bookings actually processed or synced through the Platform remain non-refundable.

1.3 How to Request: To claim a refund under the 14-day guarantee, you must send an explicit written request to support@uxel.io within the 14-day window stating your account name, registered business email, and request for refund.

2. SUBSCRIPTION CANCELLATION TERMS

2.1 Cancel Anytime: You may cancel your recurring SaaS subscription at any time prior to your next recurring billing renewal date.

2.2 Cancellation Process: Subscriptions can be canceled directly by:

  • Logging into your Uxel billing dashboard at https://uxel.io and navigating to Account Settings > Billing > Cancel Subscription; or
  • Emailing our official support team at support@uxel.io at least twenty-four (24) hours prior to your scheduled renewal date.

2.3 Effect of Cancellation:

  • Upon cancellation, your account will remain fully active until the conclusion of your current paid billing period.
  • No further recurring Base SaaS Fees will be charged to your payment method for subsequent months.
  • You will retain access to your historical booking records and export facilities until the end of the billing cycle.

2.4 No Partial Prorated Refunds: Except as explicitly provided under the 14-Day Money-Back Guarantee (Section 1), Uxel does not offer partial or prorated refunds for mid-month cancellations or unused portions of an active billing cycle.

3. TRANSACTION COMMISSIONS & VARIABLE FEES

3.1 Non-Refundable Nature of Commissions: Platform Transaction Commission Fees charged on travel bookings, reservations, and inventory distributions processed through the Platform are non-refundable once the booking transaction has been successfully processed and recorded by the system.

3.2 Billing System Errors: In the event that a technical malfunction or platform calculation error results in an overcharge of transaction commissions, Uxel will inspect the system logs and, upon verification, issue a full billing credit or cash refund for the erroneous portion.

4. REFUND PROCESSING TIMELINES & PAYMENT METHODS

4.1 Method of Refund: All approved refunds will be issued strictly to the original payment method (e.g., credit card, debit card, or SEPA/SWIFT bank transfer via our payment gateway partner, Airwallex) used during the initial transaction.

4.2 Processing Time: Once a refund request is reviewed and approved by Uxel support:

  • Refunds are initiated within two (2) business days.
  • Depending on your issuing bank or payment provider, funds typically reflect in your bank account within five (5) to ten (10) business days.

4.3 Currency & Exchange Rates: Refunds are processed in the original invoice currency (typically Euros €). Uxel is not responsible for minor exchange rate variances or foreign conversion fees charged by your receiving financial institution.

5. CHARGEBACKS & PAYMENT DISPUTES

We strongly encourage enterprise customers to contact our support team directly at support@uxel.io or +905326061290 to resolve any billing inquiries, unrecognized charges, or service issues.

In the event of an unauthorized bank chargeback or payment dispute initiated without prior contact, Uxel reserves the right to immediately suspend access to the Platform, channel manager integrations, and API endpoints pending dispute resolution.

6. GOVERNING LAW

This Refund & Cancellation Policy shall be governed by, and construed in accordance with, the laws of the Hong Kong Special Administrative Region (HKSAR).

7. CONTACT US

For any questions regarding refunds, cancellations, or billing adjustments, please contact: