v1.0.0 · 2026-09-08
Refund Policy
Effective date: 8 September 2026 Last updated: 8 September 2026
1. Scope
1.1 This Refund Policy applies to every purchase made through Xivena: a Premium or Celestial subscription, an Expert session, or a written report.
1.2 Xivena is operated by Babakulov Shakhzodbek, an individual sole trader established in England and Wales ("we", "us", "our").
1.3 This Policy forms part of our Terms of Use and should be read together with them.
1.4 Where you bought decides who refunds you. Xivena sells through three stores, and in each of them the store, not Xivena, is the Merchant of Record: Paddle on our website, Apple in our iPhone app, Google Play in our Android app. Section 4 sets out what that means for each.
2. Definitions
2.1 "Purchase" means a single order: one subscription period, one Expert session, or one written report.
2.2 "Output" means any result the Service produces for you using a Purchase. This includes a reflection, a reading, a report, a companion conversation, a voice or video session, and any tokens consumed from a subscription's allowance.
2.3 "Tokens" and "allowance" have the meaning given in our Terms of Use.
3. Your right to a refund
3.1 One-off purchases. Where a Purchase has produced no Output for you, we will support a full refund of that Purchase if you request it within 14 days of the date of the Purchase. You are not required to give a reason. Where a Purchase has produced one or more Outputs, that Purchase is not refundable, including any part of it that remains unused.
3.2 Subscriptions. You may cancel a subscription at any time; it then runs to the end of the period already paid for and does not renew. We do not refund the current period, or part of it, by reference to the days or tokens remaining. A subscription period in which no Output was produced may be refunded under 3.1 if requested within 14 days of its start.
3.3 We do not refund part of a Purchase by reference to the tokens remaining on it.
3.4 Clauses 3.1 to 3.3 do not apply where the Service has failed to perform as described. Clause 6 governs that situation.
3.5 The free allowance is not a Purchase. It has no price and cannot be refunded, transferred, or restored once used.
4. Who processes your refund
4.1 Purchases made on our website. Paddle.com is the Merchant of Record. Paddle handles customer service and refunds for those Purchases. Request a refund through the support link on your Paddle receipt or at Paddle Buyer Support. You may also write to us, and we will raise the request with Paddle on your behalf.
4.2 Purchases made in our iPhone app. Apple is the Merchant of Record. Apple decides and processes refunds for those Purchases, and we are not able to issue such a refund ourselves. Requests are made at reportaproblem.apple.com. Subscriptions are managed and cancelled in your Apple account settings; the app's Settings screen opens that page for you.
4.3 Purchases made in our Android app. Google Play is the Merchant of Record. Google decides requests made within 48 hours of the Purchase, at Request a refund on Google Play. Where more than 48 hours have passed, Google directs you to us, and we will decide the request under this Policy.
5. Effect of a refund
5.1 Where a Purchase is refunded, whichever store processed it, the plan or Expert session it added to your account is removed. Tokens already used from that Purchase are not restored.
5.2 The time taken for refunded funds to reach you is determined by the store and your payment provider.
6. Where the Service has failed
6.1 If you have paid for something and it has not performed as described — an Output failed to be produced, came back empty, or a session ended before it began through no fault of yours — write to babakulov@xivena.com and tell us what happened. We will investigate and put the matter right, by restoring what the Purchase should have given you or by supporting a refund through the relevant store.
6.2 Clause 6.1 is not subject to the 14-day period in clause 3.1.
7. Making a request
7.1 Requests and questions should be sent to babakulov@xivena.com from the email address registered to your Xivena account.
7.2 Please state where the Purchase was made — our website, our iPhone app, or our Android app — and the approximate date of the Purchase.
7.3 We respond to refund requests and complaints within 5 working days.
8. Complaints
8.1 If you are not satisfied with our decision, reply to us and we will reconsider it.
8.2 For website Purchases, Paddle Buyer Support operates independently of us. Paddle is the seller of record for those Purchases and may decide a refund irrespective of our decision. The same is true of Apple and Google for Purchases made in their stores.
8.3 We do not subscribe to an alternative dispute resolution scheme and are not required to do so.
9. Your statutory rights
9.1 Nothing in this Policy excludes or limits any right of refund, cancellation, or withdrawal that cannot lawfully be excluded under the law applicable to you.
9.2 Consumers in the European Union and the United Kingdom have a 14-day right to withdraw from a distance contract. That right may be lost once you begin using digital content with your express consent; the first Output produced from a Purchase is that use.
9.3 Where the law applicable to you provides a remedy more favourable than this Policy, that law prevails.
10. Changes to this Policy
Each version of this Policy carries a version number and an effective date at the top of this page. When we make a material change, we will email the address on your account before the change takes effect.
11. Contact
Babakulov Shakhzodbek, individual sole trader, England and Wales.