Refund and Cancellation Policy

1. Overview

Musika operates on an in-person license activation model. Licenses are generated by Xalo Software using the Sekiwa system and activated by scanning a QR code on the customer's device. This policy outlines the refund and cancellation terms for all license purchases.

2. No Refunds on Activated Licenses

License activation is an irreversible process. Once a license key has been:

• Scanned by the Musika app's QR scanner
• Cryptographically verified by the Sekiwa system (AES-256-GCM decryption + Ed25519 signature verification)
• Successfully activated and bound to a device

...the license is considered fully delivered and no refund will be issued.

This policy exists because:

• The license key is consumed and bound to a specific device at activation
• The in-person activation model allows the customer to inspect and confirm the purchase before scanning
• The value of the license (time-limited access) is immediately delivered upon activation

3. Unactivated License Keys

If you have purchased a license key that has not been scanned or activated, you may request a refund within 7 days of purchase. Refund requests for unactivated keys are evaluated on a case-by-case basis.

To request a refund for an unactivated key, contact xalosoftware@gmail.com with:

• Your full name and business name
• Date of purchase
• License plan purchased
• Reason for the refund request

Approved refunds will be processed within 14 business days and returned via the original payment method.

4. Cancellation

4.1 Monthly Plans (Starter, Standard)

Starter and paid Standard plans auto-expire after 30 days. To cancel, simply do not renew when your license expires. No notice is required.

Starter and paid Standard include a 7-day grace period after expiry.

The Standard 7-day free trial is different: it ends exactly 7 days after activation and has no grace period.

4.2 Premium and Pro Plans

Premium and Pro plans are prepaid for their full duration. These plans cannot be cancelled mid-term for a partial refund. The license remains valid until its encoded expiry date.

5. Grace Period

Starter, paid Standard, Premium, and Pro include a 7-day grace period after the license expiry date. During this period:

• The app continues to function with full access
• A visible warning banner displays the remaining grace period days
• You should contact Xalo Software to renew or purchase a new license

The Standard free trial does not include a grace period. After the 7-day trial expires, the app goes straight to the paywall and requires a paid license to continue.

After any applicable grace period expires, the app locks and requires a new license to continue.

6. Tampering and Revocation

No refund will be issued if your license is revoked due to tampering or violation of the Terms of Service or EULA. This includes:

• License restricted due to first tamper offense
• License permanently revoked due to repeat tampering
• Any other violation of the prohibited conduct outlined in the Terms of Service

For complete details, see the Anti-Tampering and Enforcement Policy.

7. Device Malfunction or Loss

Xalo Software is not responsible for:

• Device loss, theft, or damage
• Data loss due to device malfunction
• Inability to use the Software due to device issues

If you change devices, you may need to purchase a new license. Contact support to discuss device change options — authorizations may be granted on a case-by-case basis but are not guaranteed.

8. Dissatisfaction

If you are dissatisfied with Musika, we encourage you to:

1. Contact support at xalosoftware@gmail.com or +263785629957
2. Request a demonstration of features you may not be using
3. 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 immediately suspended
• Your device may be blacklisted
• Xalo Software reserves the right to pursue recovery of the disputed amount plus any associated fees
• You may be reported to relevant credit reference agencies

10. Contact