Refunds & Cancellation

Two different kinds of payment

Money moves through Xoudo in two directions, and only one of them is ours.

• A school pays Xoudo a subscription fee to use the software. This policy governs that payment.
• A parent pays a school — school fees, collected online through Xoudo. That money settles into the school’s own bank account and never passes through ours. We cannot refund it. See the last section.

Cancelling a subscription

You can cancel at any time from Billing inside the app, or by emailing support@xoudo.com from the account owner’s address. There is no cancellation fee and no notice period.

Cancelling stops the next renewal. Your school keeps full access until the end of the period you have already paid for — we do not cut a term short because you cancelled in the middle of it.

After that period ends, staff access stops and your data is kept for 60 days so you can export it. Parents and students are not locked out for non-payment at any point.

When we refund

We will refund a subscription payment in these cases.

• Within 14 days of your first paid payment. If you subscribe, decide Xoudo is not right for your school, and tell us within 14 days, we refund that payment in full. You had a free trial first, so this is a second chance rather than the only one — but a school that has genuinely tried it and wants out should not be held to a term’s fee.
• A duplicate or mistaken charge. Refunded in full, as soon as we can confirm it.
• Charged after you cancelled. Refunded in full.
• A prolonged outage that was our fault. If the service is unavailable for an extended period because of something we did, we will refund the affected part of your fee. Talk to us.
• We end your agreement without cause. We refund the unused part of the period.

When we do not

• Part-used periods after the first 14 days. If you cancel four months into a year, we do not refund the remaining eight — you keep access for them instead.
• Because the school did not use it. A term nobody logged into is still a term we provided.
• Where an account was suspended for a serious breach of the Terms of Service.
• Bank or card charges applied by your own bank, and payment-provider fees on a refunded transaction. Those are not ours to return.
• The platform fee on school fees already collected and settled to the school.

How to ask, and how long it takes

Email support@xoudo.com from the account owner’s address with your school name and roughly when the payment was made. We aim to answer within 2 business days and to approve or explain within 5.

An approved refund is sent back to the account it came from, through our payment provider. The provider and your bank decide how long it then takes to appear — usually 5 to 10 business days, and we cannot speed that part up.

If you are a parent

If you paid school fees through Xoudo and want a refund, a correction, or a receipt, ask the school, not us. The money went to the school’s own bank account, the school decides what a student owes, and only the school can agree to return it.

If you have tried the school and cannot get an answer, you can still write to support@xoudo.com. We can confirm whether a payment reached the school and help you reach the right person there — but the decision remains the school’s.

If you believe a payment was taken fraudulently, contact your bank and tell us at the same address.