Refund Policy

Last updated: April 18, 2026 | Effective date: April 18, 2026

This Refund Policy describes the conditions under which Xania Media may issue a refund for purchases made on the website xaniacode.com. It forms an integral part of our Terms of Service and Privacy Policy.

Xania Media (ETS — sole proprietorship)
29 Rue du Général Fleury
7700 Mouscron, Belgium
VAT / Enterprise number: BE0875444103
Email: legal@xaniacode.com
Phone: +32 488 03 76 04

1. General Policy: All Sales Are Final

1.1 All Products sold on xaniacode.com are digital goods (WordPress plugins, themes, PHP scripts, source code, digital templates) delivered electronically and made available for immediate download upon payment confirmation.

1.2 Because of the digital and instantly downloadable nature of our Products, all sales are final and non-refundable, except in the limited circumstances expressly described in Section 3 of this Policy.

1.3 By placing an order, ticking the corresponding consent checkbox at checkout, and/or accessing or downloading any Product file, you expressly:

  • request that the delivery of the Product begin immediately upon payment confirmation, before the expiry of the 14-day withdrawal period;
  • acknowledge and agree that you thereby irrevocably waive your right of withdrawal under Article VI.47 of the Belgian Code of Economic Law and Article 16(m) of EU Directive 2011/83/EU on Consumer Rights;
  • confirm that you have been informed of the nature of digital content and the consequences of this consent.

1.4 This waiver is permitted by:

  • Article 16(m) of EU Directive 2011/83/EU on Consumer Rights;
  • Article VI.53, 13° of the Belgian Code of Economic Law (Code de droit économique, Livre VI).

1.5 Before purchasing, you are strongly encouraged to:

  • Read the Product description, technical requirements, and compatibility notes carefully;
  • Try the free trial where one is offered (most Products include a 14-day free trial);
  • Review the changelog and documentation;
  • Open a pre-purchase question via our contact form if you have any doubt about whether the Product fits your needs.

2. What Is Not Refundable

We do not issue refunds in any of the following situations (this list is illustrative and not exhaustive):

  • You changed your mind after purchase;
  • You did not read the Product description, requirements, or documentation before purchasing;
  • The Product does not meet a need that was not described or promised on the Product page;
  • You purchased the wrong Product, the wrong license type, or the wrong quantity, when the correct option was clearly available;
  • The Product is incompatible with a third-party plugin, theme, hosting environment, server configuration, or PHP / WordPress version that we did NOT explicitly list as a supported requirement;
  • You are unable to install the Product or do not have the technical knowledge to use it (we do not provide installation services unless explicitly stated);
  • You decided to use a different solution after purchase;
  • Your hosting provider, web server, or other third-party service causes the Product to malfunction;
  • You modified the source code of the Product and the modification caused it to stop functioning;
  • You no longer need the Product;
  • The free trial period was sufficient to evaluate the Product but you did not test it and discovered an issue only after the purchase;
  • The Product, after purchase and installation, was downloaded, activated on a domain, or used in any way before the refund request.

3. Exceptions — When a Refund May Be Issued

Notwithstanding Section 1, we may, at our reasonable discretion and subject to the conditions below, issue a refund in the following limited cases:

3.1 Product Does Not Function at All

If the Product, on a clean WordPress installation that meets the technical requirements stated on the Product page, does not function in any way (e.g., it cannot be activated, throws fatal errors at activation, or fails to load core features), AND we are unable to resolve the issue through reasonable support efforts within ten (10) business days of the support ticket being opened, you may request a full refund.

Conditions:

  • You must have opened a support ticket within seven (7) days of purchase, providing full details (server environment, error messages, steps to reproduce, screenshots);
  • You must cooperate in good faith with our diagnostic and troubleshooting efforts;
  • The malfunction must be confirmed to be reproducible on a clean, compliant WordPress installation;
  • The issue must NOT be caused by a third-party plugin, theme, custom code, or non-supported environment.

3.2 Major Undisclosed Bug

If the Product contains a critical bug that: (a) was present in the Product at the time of your purchase; (b) was NOT documented in the Product page, changelog, or known issues list; (c) prevents a core feature described on the Product page from functioning; AND (d) we are unable or unwilling to fix the bug within thirty (30) days of being reported — you may request a full refund.

Conditions:

  • You must report the bug via a support ticket with detailed reproduction steps;
  • The bug must be confirmed by us as a Product defect (not a configuration issue, not an integration issue with a third-party tool, not a feature request, not a usability complaint);
  • "Core feature" means a feature explicitly advertised on the Product page; minor cosmetic issues or edge-case behaviours are excluded.

3.3 Accidental Duplicate Purchase

If you accidentally purchased the same Product twice (same license type, same Customer account) within a short timeframe, we will refund the duplicate purchase upon verification.

Conditions:

  • You must request the refund within fourteen (14) days of the duplicate transaction;
  • We will keep ONE of the two licenses active and refund only the duplicate;
  • You must NOT have used or distributed the duplicate license key.

4. What We Will Try First: A Fix, Not a Refund

For all eligible refund situations described in Sections 3.1 and 3.2, we will first try to resolve the issue through technical support. We are an independent developer that takes the quality of our Products seriously, and our preferred outcome is always a working Product, not a refund.

If we offer a working fix, patch, workaround, or update that resolves the reported issue within the timeframes stated above, you agree that the issue is resolved and the refund request is no longer applicable, even if the fix takes the form of a Product update rather than an immediate hot-fix.

5. How to Request a Refund

5.1 To request a refund, send a written request to legal@xaniacode.com or open a support ticket via your dashboard, including:

  • Your order number;
  • The Product name;
  • The reason for the refund request (which Section 3 case applies);
  • Detailed information demonstrating that the conditions are met (server environment, error messages, screenshots, steps to reproduce, etc.);
  • The email address associated with your account.

5.2 We may request additional information to verify your identity, the purchase, and the nature of the issue. We may also request remote access (e.g., a temporary admin login on a staging environment) to diagnose the issue.

5.3 We reserve the right to refuse any refund request that does not clearly meet the conditions described in Section 3, that is filed in bad faith, or that does not include the information necessary to evaluate it.

6. Processing Time and Method of Refund

6.1 Once a refund is approved by us in writing, it will be processed within ten (10) business days.

6.2 Refunds are issued to the same payment method used for the original purchase, via our payment processor Stripe. We cannot refund to a different card, account, or payment method.

6.3 The time it takes for the refunded amount to appear on your bank or card statement depends on your bank or card issuer and is typically between 5 and 14 business days after we initiate the refund. We have no control over this delay.

6.4 If the refund is for a Product that included a license key:

  • The license key will be immediately revoked upon refund approval;
  • You must uninstall the Product from any domain on which it is installed;
  • Continued use of the refunded Product after the refund is approved constitutes infringement of our intellectual property rights and may result in legal action.

7. Chargebacks

7.1 If you have a problem with an order, please contact us first. We respond to all support inquiries within a reasonable timeframe, and most issues can be resolved amicably.

7.2 Initiating a chargeback or payment dispute with your bank or card issuer WITHOUT first contacting us and giving us a fair opportunity to resolve the issue is considered a breach of these Terms and may result in:

  • Immediate revocation of all licenses associated with your account;
  • Termination of your account;
  • The right for us to recover associated chargeback fees, currency conversion costs, and reasonable legal expenses.

7.3 We will robustly defend any chargeback that is filed without justification or that contradicts the express consent and waiver described in Section 1.3 of this Policy.

8. Support Period and Renewals

8.1 Support periods (typically 6 months from purchase, as stated on each Product page) and support renewals (where offered as a paid extension) are non-refundable once activated, except as required by applicable mandatory law.

9. Free Trials

9.1 Free trials are provided as-is for evaluation purposes. They are free of charge and therefore not subject to refunds.

9.2 If a free trial reveals issues that prevent you from making a purchase, please open a support ticket before purchasing the full license. Once the full license is purchased, this Refund Policy applies.

10. Statutory Rights

10.1 Nothing in this Refund Policy excludes or limits any mandatory statutory rights that you may have as a consumer under Belgian or European Union law that cannot lawfully be excluded or limited by contract.

10.2 In particular, this Policy does NOT affect:

  • Your statutory rights regarding products that do not conform to the contract under Articles 1649bis et seq. of the Belgian Civil Code;
  • Any other consumer protection rights granted by the law of your country of habitual residence within the European Union, where such rights are mandatory.

11. Changes to This Policy

11.1 We may update this Refund Policy from time to time. The version in effect at the time of your purchase is the version that applies to that purchase.

11.2 The updated version will be posted on this page with a revised "Last updated" date.

12. Contact

For all refund requests or questions about this Policy, please contact:

Xania Media (ETS)
29 Rue du Général Fleury
7700 Mouscron, Belgium
VAT / Enterprise number: BE0875444103
Email: legal@xaniacode.com
Phone: +32 488 03 76 04