Refund Policy

How To Initiate A Refund Or Return

To request a refund or service credit, email Terraflock Private Limited at legal@xentrop.org with the subject line "Refund Request — Xentrop" and include:

1. Buyer or organization name and billing contact email
2. Invoice number, payment date, and amount paid
3. Deployment, pilot, or service scope purchased
4. Reason for the refund or cancellation request
5. Any relevant support ticket, incident, or delivery record

We will acknowledge receipt of a complete refund request within 2 business days. We may ask for additional information before approving or denying the request.

Conditions To Qualify For A Refund

Refund eligibility depends on the service type and whether work has started. Unless a signed agreement states otherwise:

• Setup, deployment, and onboarding fees: refundable in full if cancellation is received before work begins. Requests must be submitted within 7 calendar days of payment or before scheduled work starts, whichever is earlier.
• Recurring service fees (monthly or annual): refundable only for unused prepaid periods after valid cancellation, failure by Xentrop to provision the agreed environment, or uncured material failure against written pilot criteria. Refund requests for eligible recurring fees must be submitted within 14 calendar days of the charge date or within the cure period defined in a signed pilot agreement.
• Paid pilots: if Xentrop-controlled infrastructure fails written pilot criteria and the issue is not cured within the agreed cure period, unused recurring service fees may be refunded or credited. Setup and deployment work already performed is not refundable unless agreed in writing.
• Refunds do not apply to disclosed limitations listed later in this policy (OEM behavior, lost backups, buyer-controlled device settings, platforms outside agreed scope, and similar cases).

Refunds Timeline

After a refund is approved, processing follows the timelines below. Card, UPI, and bank posting times are outside Terraflock Private Limited's control once the refund is initiated with the payment provider.

Service credits, where offered instead of cash refunds, are applied within 5 business days of approval unless a signed agreement states otherwise.

Scope

Xentrop is controlled private communication infrastructure provided by Terraflock Private Limited. This policy applies to Xentrop website purchases, paid pilots, setup and deployment work, private environments, dedicated relay deployments, recurring service fees, and related support services unless a signed agreement states different refund terms.

This is not a generic consumer app refund policy. Xentrop pricing may include setup, onboarding, deployment, operational review, dedicated infrastructure, and support work that begins before ordinary recurring service use.

Setup, Deployment, And Onboarding Fees

Setup, deployment, private-environment configuration, dedicated relay provisioning, threat-model review, onboarding, migration assistance, runbook preparation, and support-ramp fees are non-refundable once work has begun.

If a setup or deployment engagement is cancelled before work begins, unused fees may be refunded. If work has begun, only the unperformed and uncommitted portion may be eligible for a refund or credit, unless a signed agreement states otherwise.

Recurring Service Fees

Monthly, annual, or prepaid recurring service fees may be refundable or creditable only for unused prepaid service periods after valid cancellation, failure by Xentrop to provision the agreed environment, or an uncured material failure by Xentrop to meet written pilot or service criteria.

Partial months are not refundable by default. Any refund, credit, or early termination treatment for annual contracts, prepaid terms, or reserved deployments should be defined in the applicable written agreement.

Paid Pilot Refunds

Paid pilots should define written success criteria before onboarding. These criteria may include deployment scope, Android device and OEM matrix, support path, message and call behavior, known limitations, relay model, notification settings, and whether a private or dedicated environment is included.

If Xentrop-controlled infrastructure fails the written pilot criteria and Xentrop cannot cure the issue within the agreed cure period, the buyer may terminate the pilot and receive a refund or credit for unused recurring service fees. Setup, deployment, and onboarding work already performed remains non-refundable unless otherwise agreed in writing.

Known Limitations Are Not Refund Triggers

Refunds do not apply to issues caused by disclosed or buyer-controlled limitations, including:

• disabled notifications, DND, or lowered notification-channel importance;
• Android OEM battery policy, Smart Mode, or full-screen intent restrictions;
• carrier, network, firewall, VPN, or push-provider behavior;
• unsupported no-GMS Huawei/Honor devices before HMS support is certified;
• iOS or other platforms before production-parity certification;
• rooted, compromised, unlocked, or maliciously controlled endpoints;
• lost .xbk backup files, lost backup passwords, or lost old devices;
• buyer failure to follow onboarding, device, Reliability Mode, or security guidance;
• uses outside the agreed pilot, deployment, or support scope.

Dedicated Relay And Higher-Assurance Deployments

Dedicated relay, private deployment, adversarial-mode, executive-security, or other higher-assurance engagements may include reserved infrastructure, jurisdiction-specific hosting, environment-specific configuration, security review, deployment records, incident-response preparation, and high-touch support.

Fees for work performed, capacity reserved, third-party hosting committed, or support obligations already consumed are not refundable unless a signed agreement states otherwise.

Service Credits

Unless a separate written agreement defines service levels, relay continuity, support response, and uptime are not formal service-level agreements. Reliability issues may be handled through remediation, service credits, extension of service periods, or contract-specific remedies rather than automatic cash refunds.

Third-Party And Platform Payments

If a purchase is made through a third-party platform, payment processor, app store, reseller, or procurement channel, refunds may also be subject to that provider's rules and timelines. Xentrop may not be able to issue direct refunds for transactions controlled by another payment provider.

Contact

For refund-related questions, contact legal@xentrop.org. For company information, visit terraflock.com. Related terms: Terms & Conditions, Privacy Policy.

Legal Rights

This policy does not limit non-waivable rights under applicable law. If a signed agreement between the buyer and Terraflock Private Limited conflicts with this policy, the signed agreement controls for that buyer.