1. What EXO sells
EXO sells digital minute packages for self-reflective voice conversations with the AI presence Hanna. This is not a subscription and not a physical product. After payment confirmation, the package is credited to the user account and becomes available for use in the service.
2. When service supply begins
Before payment, the user confirms agreement with the Terms, Privacy Notice, and this policy, and requests immediate supply of the digital service after payment. This matters for digital services where access and use begin almost immediately after crediting the balance.
3. When a refund may be available
- If payment was successfully captured but the minute package was not credited because of a verified technical failure on EXO's side.
- If the service was unavailable due to our fault and the user did not actually receive the paid access.
- If a refund is required by applicable law in the specific situation.
In those cases, EXO may issue a full refund or refund the unused affected portion after reviewing the incident.
4. When refunds are usually not available
- If the minutes were already credited and the service was made available for use.
- If the package was already partially or fully used in conversations.
- If the issue was caused by the user's browser, device, microphone, network, or other factors outside our reasonable control while EXO itself remained available.
- In cases of abuse, fraud, chargeback abuse, or violation of the service terms.
5. Partial refunds
If access was provided but the service quality was materially disrupted due to our fault, EXO may, at its discretion or where required by law, offer a partial refund, bonus minutes, or another reasonable remedy. Already consumed minutes and the cost of already delivered digital access may be excluded from the refunded amount.
6. Cancellation
The user may stop using EXO at any time and may delete the account through the “Forget me” control. Deleting the account does not automatically reverse digital purchases that have already been activated or delivered.
7. How to request a review
To request a refund review, email support@exo.contact from the account email, include a short description of the issue, the approximate payment time, and ideally a screenshot or payment confirmation. We review these requests individually.
8. Important note
This policy describes EXO's operational approach for a digital self-reflection service. It does not limit any mandatory consumer rights that may apply under applicable law.