Xheris Pro - EN
Title
Payment & Refund Policy | Xheris - Property Management Platform
Secure Payments

Payment & Refund Policy

Transparent payment processing and fair refund policies for all Xheris users.

Effective Date: October 10, 2025

Policy Entity

Entity Xheris OÜ
Jurisdiction EU / Belgium / Estonia

Quick Navigation

1 Purpose 2 Payment Processing 3 Accepted Methods 4 Subscription & Pricing 5 Invoice & Receipts 6 Refund Eligibility 7 Refund Process 8 Disputes & Chargebacks 9 Late Payments 10 Cancellations 11 No Refund for Misuse 12 Amendments 13 Contact
1

Purpose

This Payment & Refund Policy outlines how payments are processed, collected, and refunded through the Xheris platform.

It applies to all users, including property owners, managers, contractors, and suppliers, who make or receive payments for products, services, or subscriptions offered on Xheris.

2

Payment Processing

  • All payments made on Xheris are securely processed through third-party payment gateways (such as Stripe, PayPal, or equivalent providers)
  • These gateways comply with PSD2 and PCI-DSS standards to ensure data protection and secure transactions
  • Xheris does not store or have direct access to credit/debit card information
  • Payment details are encrypted and handled exclusively by our certified payment processors
Your Security

Your payment information is always encrypted and processed by industry-leading secure payment providers.

3

Accepted Payment Methods

We accept the following payment methods depending on the user's country:

Credit/Debit Cards

SEPA Direct Debit

Bank Transfers

Stripe/PayPal

Currency

All payments are processed in Euro (€) by default, unless otherwise specified in your region.

4

Subscription & Pricing

  • Xheris offers different subscription plans for professional users (Contractors, Suppliers, Property Managers, etc.)
  • All prices are displayed excluding VAT unless stated otherwise
  • Subscriptions may be billed monthly or annually depending on the plan selected
  • Taxes (VAT or equivalent) are applied based on the user's billing country
  • Subscription renewal is automatic, unless cancelled before the renewal date
  • You may cancel or upgrade your subscription at any time from your Account Settings → Billing section
5

Invoice & Receipts

Every transaction on Xheris automatically generates a digital invoice or receipt accessible from the user dashboard.

Invoices include:

  • Transaction ID and date
  • VAT breakdown
  • Service description
  • Payment method used
Enterprise Clients

For enterprise clients, invoices can be customized with company details and VAT numbers.

6

Refund Eligibility

Refunds depend on the nature of the transaction:

6.1 Subscription Refunds

  • Refunds are only available if requested within 7 calendar days of the initial purchase or renewal
  • Refunds will not be issued for months already used or for partial billing cycles
  • Annual plans refunded within 7 days will be processed minus payment gateway fees

6.2 Contractor & Supplier Transactions

Since Xheris acts as an intermediary platform, payments made directly between clients and contractors/suppliers are not refundable by Xheris.

Disputes must be handled directly between the involved parties.

However, Xheris can assist in mediation if:

  • The contractor/supplier has not fulfilled the service, or
  • The client has not received the ordered product
Mediation Request

To initiate mediation, email support@xheris.com within 5 business days after the transaction.

7

Refund Process

If your refund request is approved, it will be processed within 10 to 15 business days using the same payment method originally used.

Refund amounts may vary due to:

  • Payment gateway fees
  • Currency conversion differences
  • Bank processing charges
Step 1: Request Submitted
Submit your refund request via email or dashboard
Step 2: Review Process
Our team reviews your request (1-3 business days)
Step 3: Decision Notification
You'll receive an approval or denial via email
Step 4: Refund Processing
Approved refunds processed within 10-15 business days
Confirmation

Refund confirmation will be sent via email once completed.

8

Payment Disputes & Chargebacks

Important Warning

Filing a chargeback with your bank without contacting Xheris first may result in immediate suspension of your account.

  • If a chargeback occurs, Xheris reserves the right to recover administrative and legal fees incurred during the process
  • We encourage users to reach out to billing@xheris.com before initiating any dispute
9

Late Payments

For business users (Contractors, Suppliers, Property Managers):

  • Invoices not paid within the due date may incur late fees in accordance with EU Directive 2011/7/EU on late payments
  • Access to certain features or modules may be temporarily restricted until payment is received
10

Cancellations

You may cancel your Xheris subscription or order at any time before it renews.

To cancel:

  • Go to your Xheris Dashboard → Billing
  • Click Cancel Plan or Cancel Order
  • Confirm the cancellation
Effective Date

Cancellation takes effect at the end of the current billing period.

11

No Refund Policy for Misuse or Violations

Refunds will not be granted in cases where a user:

  • Violates our Terms of Use or Supplier/Contractor Agreement
  • Misuses the platform
  • Engages in fraudulent activities
12

Amendments

Xheris reserves the right to update or modify this Payment & Refund Policy at any time.

Changes will be effective upon posting on the website. Continued use of the platform implies acceptance of any revisions.

13

Contact Information

Questions About Payments or Refunds?

Our billing team is here to help with any payment-related questions or refund requests.

Xheris OÜ
billing@xheris.com
For refund requests: support@xheris.com
Contact Billing Team