Refund and Cancellation Policy
Effective September 29, 2026 · Version 1.1
Contents
1. Overview
Musika licenses are paid for manually by EcoCash. You choose a plan in the app, send the exact amount to the EcoCash number shown, keep your transaction reference, and tap I have paid. Xalo Software checks that the payment arrived and confirms it, and your license is then activated online through the Sekiwa licensing service. Renewals work the same way. This policy sets out the refund and cancellation terms for all license purchases.
2. No Refunds on Activated Licenses
License activation is irreversible. Once your license has been activated on a device, it is considered fully delivered and no refund will be issued.
This policy exists because:
- The license is bound to your device or devices when it is activated
- The value of the license (time-limited access) is delivered as soon as it is activated
- You can review the plan and its features before you activate
3. Purchases That Have Not Been Activated
If you have paid for a plan that has not yet been confirmed and activated, you may request a refund within 7 days of payment. Requests are evaluated case by case.
To request a refund, contact xalosoftware@gmail.com with:
- Your full name and business name
- Date of payment and your EcoCash transaction reference
- Plan you paid for
- Reason for the refund request
Approved refunds will be processed within 14 business days and returned by the same method you paid with.
4. Cancellation
4.1 Monthly Plans (Starter, Standard, Pro)
Monthly plans run for 30 days. To cancel, simply do not renew when your license expires. No notice is required.
4.2 Yearly and Enterprise Plans
Yearly Starter, Standard, and Pro plans are prepaid for their full duration. Enterprise plans follow their custom agreement. These plans cannot be cancelled mid-term for a partial refund. The license remains valid until its expiry date.
5. Expiry and Grace Period
When your license expires, the app may allow a grace period. Any grace period, and the days remaining, is shown inside the app. After it ends, licensed features are restricted until you renew.
To renew, contact Xalo Software.
6. Tampering and Revocation
No refund will be issued if your license is restricted or revoked due to tampering or violation of the Terms of Service or EULA. This includes any other violation of the prohibited conduct set out in the Terms of Service.
For complete details, see the Anti-Tampering and Enforcement Policy.
7. Device Loss or Change
Xalo Software is not responsible for:
- Device loss, theft, or damage
- Data loss due to device malfunction that is not backed up
- Inability to use the Software due to device issues
To move your license to a new device, use the in-app options: Add this device, Replace a device, or Device unavailable if you no longer have the old device. Some requests are approved by your business owners and some by Xalo Software. Approval is not guaranteed.
8. Dissatisfaction
If you are dissatisfied with Musika, we encourage you to:
- Contact support at xalosoftware@gmail.com or +263785629957
- Request a demonstration of features you may not be using
- Review the documentation and support materials on our website
No refunds will be issued solely due to dissatisfaction if the Software functions as described.
9. Chargebacks
If you initiate a chargeback with your bank or payment provider:
- Your license will be suspended
- Xalo Software reserves the right to pursue recovery of the disputed amount plus any associated fees
10. Contact
| Channel | Details |
|---|---|
| xalosoftware@gmail.com | |
| Phone | +263785629957 |
| Web | https://xalosoftware.com |
| https://wa.me/263785629957 |
This document was last updated on September 29, 2026.
Questions? Contact us.
