Terms of Service

Xelpay is a strictly technological infrastructure providing payment verification software, API bridging, and automation tools for Mobile Financial Services (MFS), Bank Transfers, and International Payment Gateways. Xelpay operates as a software middleware layer.

• Age Restriction: You must be at least 18 years of age — or the legal age of majority in your jurisdiction — to create an account and operate a business using Xelpay. By registering, you confirm you meet this requirement.
• Business Eligibility: Xelpay is intended for legitimate business use only. You must be a lawfully registered business owner or sole proprietor operating within the bounds of applicable law.
• Accuracy of Information: You must provide truthful, current, and complete business information during registration. Providing false, misleading, or fraudulent information is strictly prohibited and will result in immediate account termination and potential legal referral.
• Account Security: You are solely responsible for maintaining the absolute confidentiality of your login credentials, API keys, Webhook secrets, and assigned team member roles. Xelpay cannot be held liable for unauthorized access resulting from your negligence, credential sharing, or compromise.
• One Account Per Merchant: Creating multiple accounts to circumvent usage limits, bans, or fees is strictly prohibited and may result in permanent ban of all associated accounts.
• Demo Mode Constraints: Xelpay provides a "Demo Mode" exclusively for UI/UX evaluation and API integration testing. You must NEVER process real customer data, real phone numbers, or execute genuine financial transactions using Demo Mode credentials. Misuse of Demo Mode for real transactions may constitute fraud.

All source code, UI/UX designs, API architectures, algorithms, logos, trademarks, trade names, and proprietary methodologies associated with Xelpay are the exclusive intellectual property of Xenverse IT, protected under the Copyright Act, 2000 (Bangladesh) and international IP treaties including the Berne Convention and TRIPS Agreement.

• You are granted a limited, non-exclusive, non-transferable, revocable license to use our APIs solely for your own legitimate business operations.
• You strictly agree NOT to copy, clone, scrape, reverse-engineer, decompile, disassemble, resell, sublicense, or create derivative works from any part of our platform.
• Any unauthorized use of Xelpay's IP constitutes infringement and will be pursued through appropriate legal channels, including civil and criminal remedies.
• Feedback, suggestions, or ideas submitted to Xelpay become our property and may be used without compensation or attribution.

• Free/Starter Tier: Xelpay may offer a free tier equipped with a strict monthly transaction quota. Upon exhaustion of this quota, automation services will instantly halt until the next billing cycle or an upgrade is initiated. Xelpay reserves the right to modify, restrict, or discontinue the free tier at any time without prior notice.
• Paid Subscriptions: Premium capabilities — including Team Members, Custom Telegram Bots, International Gateways, and higher transaction limits — require an active, recurring paid subscription. Subscription fees are charged in advance and automatically renew.
• Pricing Changes: Xelpay reserves the right to change subscription pricing at any time. Active subscribers will be notified at least 7 days before a price change takes effect on their account.
• Add-On Services & Usage-Based Billing: In addition to the base subscription plan, Xelpay reserves the right to charge separate, additional usage-based fees for specific "Add-On" services consumed beyond the base plan's included allowances. Such Add-On services may include, but are not limited to: outbound notification emails dispatched via Xelpay's own email infrastructure, premium SMS alerts delivered through Xelpay's third-party SMS gateway integrations, or any other resource-intensive features explicitly designated as usage-billed at the time of activation. Usage-based fees will be calculated based on actual consumption during the applicable billing period and will be clearly itemized on your invoice. By enabling and utilizing any Add-On service, you explicitly authorize Xelpay to charge the applicable usage-based fees to your registered payment method.
  Important: Enabling an Add-On service constitutes your binding agreement to the associated usage-based pricing. There are no refunds for Add-On charges already incurred and billed, consistent with our strict No-Refund Policy below.
• Strict No-Refund Policy: Due to the digital, API-based, and infrastructural nature of our services, all subscription payments are strictly non-refundable once activated and payment is processed. Refunds are NOT issued for: change of mind, partial usage, unused transaction quotas, feature misunderstandings, or accounts suspended/banned due to policy violations. The sole exception, at Xelpay's exclusive discretion, is a provable, catastrophic, and unresolvable technical failure originating explicitly from Xelpay's own servers, reported within 48 hours of the payment date, where no service was delivered whatsoever.
• Chargebacks & Payment Disputes: Initiating a chargeback or payment dispute for a legitimate subscription charge constitutes a breach of these Terms, will result in immediate permanent account ban, and may be subject to a penalty recovery charge.
• Taxes: You are solely responsible for all applicable taxes, VAT, duties, or levies arising from your use of Xelpay services in your jurisdiction.

Xelpay maintains a zero-tolerance policy for abuse. You explicitly agree NOT to utilize Xelpay for any of the following prohibited activities:

• Processing payments for illegal goods, narcotics, controlled substances, adult/pornographic content, unlicensed pharmaceuticals, unauthorized gambling, or any other activity prohibited under Bangladeshi law or applicable international law.
• Money laundering, terrorist financing, proliferation financing, or any attempt to obscure, disguise, or legitimize the origin of illegal funds — in violation of the Money Laundering Prevention Act, 2012 and Anti-Terrorism Act, 2009 (Bangladesh).
• Executing scams, Ponzi schemes, pyramid schemes, fraudulent investment plans, multi-level marketing fraud, or any deceptive scheme targeting end-consumers.
• Intentionally overwhelming, stress-testing beyond authorized limits, reverse-engineering, or deploying DDoS attacks against Xelpay APIs, servers, or integrated third-party systems.
• Unauthorized access or intrusion attempts against Xelpay's databases, administrative panels, or any connected user's systems — in violation of the Digital Security Act, 2018 (Bangladesh).
• Impersonating Xelpay, Xenverse IT, or any Xelpay employee, partner, or affiliated entity.
• Using Xelpay to facilitate human trafficking, child exploitation, or any crime against persons.
• Operating any sanction-listed entity or individual as defined by OFAC, UN Security Council Sanctions Lists, or Bangladesh Bank directives.
• Using the platform to send unsolicited bulk communications (spam) to customers or any third party.

• Custom Telegram Bots: By supplying a Custom Telegram Bot Token to Xelpay, you grant our system explicit, automated permission to dispatch webhook payloads and operational notifications through your bot. You are responsible for your bot's compliance with Telegram's Terms of Service.
• IMAP Bank Email Synchronization: Utilizing our Bank Transfer verification feature requires IMAP read-only access to your payment notification email inbox. You acknowledge that Xelpay will programmatically and exclusively parse emails from specified banking domains. We hold zero liability for the broader security of your email provider or any other emails in your inbox.
• SMS Relay & Device App — Device & Internet Dependency: Our Android Relay application reads payment SMS messages on your device for automated verification. By installing and using this app, you consent to the collection of device metadata and relevant SMS content as described in our Privacy Policy. The app operates strictly in read-only mode and does not send, delete, or modify SMS messages.
  Critical Device & Connectivity Requirement:The uninterrupted and accurate functioning of the SMS Relay verification system is entirely contingent upon the Merchant maintaining a dedicated Android device with: (a) a continuous, stable, and active mobile data or Wi-Fi internet connection; (b) the Xelpay Relay application running persistently in the foreground or background without interruption; and (c) the device powered on at all times during business operation hours. Xelpay holds absolutely zero liability for any missed, delayed, or failed payment verifications caused by device power loss, mobile network instability, aggressive battery optimization, or any manufacturer-specific background app restrictions.
• MFS SMS Format Changes & Verification Failures: Xelpay's automated payment verification engine parses incoming SMS notifications from MFS operators based on known SMS template formats. MFS operators may, at their own discretion and without prior notice, modify or replace their SMS notification templates, which may render Xelpay's parsing engine temporarily unable to correctly extract transaction data. Xelpay bears absolutely no liability for any unverified or missed payment transactions during the period between an MFS operator's SMS format change and Xelpay's successful deployment of a corresponding system patch.
• SMS Spoofing & False Positive Verifications: Xelpay's verification engine operates entirely upon the basis of SMS notifications received on the Merchant's registered relay device.
  Zero Liability — SMS Spoofing & False PositivesIn the event that any person transmits a spoofed, fabricated, or fraudulent SMS message that mimics a legitimate MFS payment notification and Xelpay's system processes such fraudulent SMS as a valid payment ("False Positive"), Xelpay bears absolutely no legal, financial, or operational liability whatsoever for any goods delivered, services rendered, or financial loss suffered by the Merchant as a result. The Merchant is solely responsible for implementing independent verification procedures for high-value transactions.
• Third-Party Service Availability: Xelpay does not guarantee the continuous availability of integrated third-party services (Telegram, MFS providers, banks, etc.). Downtime of these services is outside our control and does not constitute grounds for a refund or service credit.
• Webhook Delivery & Merchant Server Outages: Xelpay makes best-effort attempts to deliver webhook payloads to your configured endpoints. Xelpay holds absolutely no liability for any business loss, order processing failures, or revenue loss resulting from permanently missed webhook deliveries caused by the Merchant's server downtime, misconfiguration, or network issues on the Merchant's end.

• No Uptime Guarantee: While Xelpay strives for maximum availability, we do not provide a formal Service Level Agreement (SLA) or uptime guarantee. The service is provided on a best-efforts basis.
• Scheduled Maintenance: Xelpay may take the platform offline for scheduled maintenance. Where reasonably possible, maintenance will be scheduled during low-traffic hours, and notice will be given via dashboard alerts or email.
• No Liability for Downtime: Xelpay shall not be liable for any loss of revenue, business opportunity, or damages arising from planned or unplanned service interruptions.

Xelpay reserves the unilateral right to suspend or permanently terminate your account and all associated API access at any time, with or without prior notice, if we:

• Suspect any breach of these Terms of Service or our Acceptable Use Policy.
• Detect unusual, suspicious, or potentially fraudulent activity on your account.
• Are required to do so by applicable law, court order, or regulatory authority.
• Determine your usage poses a severe security, legal, or operational risk to our infrastructure or other users.
• Receive a valid law enforcement request or regulatory directive.
• Determine that the Merchant has failed to comply with a KYC/Business Verification request as outlined in Section 15.

Upon termination, your right to access the platform ceases immediately. You remain liable for all outstanding fees and obligations. No refund will be issued for any remaining subscription period upon ban due to policy violations.

You may terminate your account voluntarily at any time by submitting a formal request through our support channel. Voluntary termination does not entitle you to a refund of any pre-paid subscription amounts.

• Force Majeure: Xelpay shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to: acts of God, natural disasters, internet shutdowns, national telecom outages, third-party server failures, cyberattacks on our infrastructure, power outages, pandemics, strikes, or government-mandated restrictions or actions.
• Limitation of Liability — MFS/Bank Account Actions: Under no legal framework shall Xelpay, its founders, directors, or Xenverse IT be held liable for your personal or business MFS/Bank accounts being flagged, restricted, frozen, or suspended by respective financial institutions or authorities.
• General Liability Cap: In no event shall Xelpay's total aggregate liability for all claims related to the service exceed the total amount paid by you to Xelpay during the ONE (1) month immediately preceding the date on which the claim arose.
• Exclusion of Consequential Damages: Xelpay shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages — including but not limited to loss of profits, loss of data, loss of business opportunity, or business interruption.
• Indemnification: You agree to fully indemnify, defend, and hold Xelpay, Xenverse IT, and their officers, directors, employees, and agents harmless from and against any and all claims, lawsuits, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from: (a) your use or misuse of the platform; (b) your violation of these Terms; (c) your violation of any applicable law or regulation; (d) claims by your end-customers or third parties arising from your business operations.

• Informal Resolution First: Before filing any formal legal claim, you agree to contact Xelpay's support team in good faith and make a genuine attempt to resolve the dispute amicably within thirty (30) days of written notice.
• Class-Action Waiver: You explicitly agree that any disputes or claims against Xelpay must be brought in your individual capacity only, and NOT as a plaintiff or class member in any purported class action, collective action, or representative proceeding.
• Binding Arbitration (where applicable): For international users, where permitted by local law, you agree that disputes not resolved informally will be submitted to binding arbitration rather than resolved in court.

• Governing Law: These Terms shall be exclusively governed by and construed in accordance with the laws of the People's Republic of Bangladesh, including but not limited to the Contract Act, 1872; the Information and Communication Technology Act, 2006; the Digital Security Act, 2018; and all applicable Bangladesh Bank regulations.
• Jurisdiction: Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of competent authority located within Bangladesh.
• Severability: If any provision of these Terms is found to be unenforceable or invalid, that specific provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.
• Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Xelpay regarding your use of the platform and supersede all prior agreements.
• Waiver: Xelpay's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

• Eligibility: Participation in the Xelpay Affiliate Program is open to registered merchants in good standing. Xelpay reserves the right to approve or reject affiliate applications at its sole discretion.
• Commission Structure: Affiliate commissions are calculated based on the program's current rate structure, which may be modified by Xelpay at any time with reasonable notice.
• Prohibited Promotion Methods: Affiliates must NOT engage in misleading advertising, spam, fake reviews, or any fraudulent method to generate referrals. Violations result in immediate disqualification and forfeiture of pending commissions.
• Self-Referrals Prohibited: Using your own referral link to sign up secondary accounts for personal gain is strictly prohibited and constitutes fraud.
• Commission Forfeiture: Commissions earned through fraudulent referrals, chargebacks, or referred accounts that violate our AUP will be forfeited and may be clawed back.
• Payment Threshold: Affiliate commissions are disbursed upon reaching the minimum threshold as stated in the affiliate dashboard and are subject to applicable tax withholding.

• Merchant Responsibility: You are solely responsible for the accuracy, legality, and appropriateness of all products, services, prices, and descriptions listed on payment pages generated via Xelpay. Xelpay is merely the technical infrastructure; we are not a party to the commercial transaction between you and your customers.
• Customer Data on Checkout Pages: Any personal data your customers submit on your Xelpay-powered checkout pages is processed as per this Privacy Policy. You must ensure your own customers are aware of how their data is handled.
• Prohibited Content on Payment Links: Payment links must not be used to collect money for prohibited, illegal, or fraudulent purposes as outlined in Section 6 (AUP).

In strict compliance with the Bangladesh Financial Intelligence Unit (BFIU) directives, Anti-Money Laundering (AML) regulations, the Money Laundering Prevention Act, 2012, and the Anti-Terrorism Act, 2009 (Bangladesh), Xelpay expressly reserves the right to conduct Know Your Customer (KYC) and Business Verification procedures at any point during the lifecycle of a Merchant account.

• Requested Documentation: Xelpay may formally request: valid Trade License or Business Registration Certificate, National Identity Card (NID), TIN Certificate, relevant bank account details, and/or any other supporting documentation deemed reasonably necessary by Xelpay's compliance team.
• Mandatory Compliance Obligation: The Merchant is legally obligated to respond to any KYC verification request within the timeframe specified (no less than 72 hours). Submission of forged or fraudulently obtained documentation constitutes a serious criminal offense under Bangladesh law.
• Consequences of Non-Compliance: Failure or refusal to provide the requested KYC documentation will result in the immediate suspension of the Merchant's account.
  No Refund on KYC-Triggered SuspensionAccount suspension or termination arising from non-compliance with a KYC or Business Verification request does not entitle the Merchant to any refund of pre-paid subscription fees or Add-On charges, consistent with Xelpay's strict No-Refund Policy stated in Section 5.
• Data Handling of KYC Documents: All KYC documents submitted to Xelpay are handled and stored in strict accordance with our Privacy Policy and are accessible only by Xelpay's authorized compliance personnel on a strict need-to-know basis.

Xelpay's role is strictly limited to that of a technological verification intermediary. The platform confirms the receipt of a payment notification and fires the corresponding webhook; it does not guarantee the finality, permanence, or irrevocability of any underlying financial transaction.

• Merchant's Independent Risk Obligation: It is the Merchant's sole and exclusive responsibility to maintain their own robust fraud prevention, order verification, and risk management policies — independent of Xelpay's automated verification — before releasing high-value goods, services, or irreversible digital deliverables.
• Dispute Resolution Between Merchant & Customer: Any payment dispute, refund request, or chargeback initiated by the Merchant's end-customer is a matter strictly and exclusively between the Merchant and their customer. Xelpay is not a party to any such dispute.
• Cooperation in Investigations: Notwithstanding the foregoing liability limitations, Xelpay will, where legally required or operationally feasible, cooperate with authorized regulatory and law enforcement investigations related to disputed transactions.

Xelpay is an exclusively Business-to-Business (B2B) technology platform. The contractual relationship established by these Terms of Service exists solely and exclusively between Xelpay (Xenverse IT) and the registered Merchant entity.

• No Direct Relationship with End-Customers: Xelpay has no direct legal, contractual, commercial, or financial relationship with any end-customer, buyer, or third party who transacts through the Merchant's Xelpay-powered payment interface. End-customers are customers of the Merchant, not of Xelpay.
• No Support Obligation for End-Customers: Xelpay is under absolutely no legal or contractual obligation to respond to, investigate, or resolve any support inquiry, complaint, or claim submitted directly by a Merchant's end-customer.
  Merchant Responsibility: It is the Merchant's sole and exclusive legal responsibility to provide adequate customer support, honor their own refund policies, and resolve all disputes with their end-customers directly. Xelpay's support channels are available exclusively to registered Merchants for platform-related technical issues and account management queries.
• Merchant Indemnification for End-Customer Claims: The Merchant explicitly agrees to fully indemnify, defend, and hold Xelpay harmless from and against any claim, lawsuit, regulatory complaint, or legal proceeding initiated by any of the Merchant's end-customers arising from the Merchant's commercial operations.

Xelpay's webhook delivery system is engineered to dispatch payment confirmation payloads upon verified transaction events. However, in scenarios involving network timeouts or transient connectivity failures, Xelpay's system may automatically re-attempt the delivery of the same webhook payload one or more times.

Xelpay operates in a regulated and rapidly evolving technological and regulatory environment. Several of Xelpay's core verification capabilities — specifically SMS-reading automation, IMAP-based bank email scraping and parsing, and related data extraction functionalities — depend upon regulatory permissions and the absence of governmental restrictions that may be imposed at any future time without prior notice to Xelpay.

By registering a Xelpay merchant account and actively utilizing the Xelpay platform for your business operations, you hereby grant Xelpay (Xenverse IT) a non-exclusive, royalty-free, worldwide, perpetual (until opt-out), sublicensable license to use, display, and reproduce your registered business name, associated business brand name, and official business logo in marketing materials, case studies, promotional blog posts, social media content, press releases, investor materials, and sales collateral.

Xelpay merchant accounts are issued to, and are for the exclusive use of, the specific registered business entity or individual sole proprietor that completed the account registration process. Xelpay accounts are, at all times, strictly and absolutely non-transferable.

• Prohibited Transfer Actions: Merchants are expressly prohibited from selling, transferring, assigning, leasing, renting, sublicensing, gifting, pledging, or in any other manner conveying ownership, access, or control of their Xelpay merchant account, associated API keys, Webhook secrets, or any account credentials to any third party, whether for consideration or otherwise.
• Business Succession: In the event of a legitimate business acquisition, merger, or change of beneficial ownership, the Merchant must notify Xelpay in writing prior to completing any such transaction. Xelpay reserves the right to review the proposed transaction and require updated KYC documentation for the new controlling entity.
• Enforcement — Immediate Lifetime Ban: Any unauthorized transfer of a Xelpay merchant account will be treated as a critical, immediate security and AML compliance breach.
  AML Risk — Zero ToleranceThe strict prohibition on account transfers is a core AML compliance control. Unauthorized account transfers obscure beneficial ownership, enable circumvention of KYC controls, and create unacceptable money laundering and fraud risks — all of which Xelpay is legally obligated to prevent under Bangladeshi law. No refunds will be issued upon account termination due to unauthorized transfer.

Xelpay's subscription fees exclusively cover access to and use of Xelpay's proprietary software infrastructure, payment verification engine, API services, dashboard, and associated technical support. These fees do NOT cover, include, absorb, or offset any third-party fees, charges, or costs associated with the underlying financial transactions conducted by the Merchant or their customers.

• Merchant's Sole Responsibility for Third-Party Fees: The Merchant is solely, exclusively, and entirely responsible for bearing all costs and fees imposed by third-party financial service providers in connection with their business transactions, including but not limited to: MFS cash-out charges; MFS P2P send money fees; bank-to-bank transfer fees and BEFTN/RTGS charges; international payment gateway processing fees; and all applicable taxes, levies, VAT, or duties payable to the Government of Bangladesh or any other tax authority.
• Fee Structure Changes by Third Parties: Xelpay has no control over the fee structures, pricing policies, or terms of service of any MFS operator, bank, or payment gateway provider. Third-party fee changes are outside Xelpay's authority and will not constitute grounds for a reduction in Xelpay's subscription fees or any form of refund.
• Merchant's Obligation to Verify Fees: It is the Merchant's sole responsibility to independently verify and remain current with the fee schedules of all third-party financial service providers they use in conjunction with the Xelpay platform.

To maintain optimal server performance, Xelpay's merchant dashboard displays active transaction logs, order history, webhook delivery logs, and associated operational data on a limited rolling window basis. By default, the dashboard will display transactional and operational logs for the most recent ninety (90) calendar days. Xelpay reserves the right to adjust this rolling display window at its sole discretion, with reasonable notice provided to active Merchants via dashboard notification.

• Merchant's Data Export Responsibility: It is the Merchant's sole and absolute responsibility to regularly and proactively export their transaction data, order logs, and any other operational records they require for their own business accounting, reconciliation, tax compliance, auditing, or dispute resolution purposes.
  Recommendation: Xelpay strongly recommends that Merchants establish a routine data export schedule — at minimum, on a monthly basis — to maintain a complete and up-to-date archive of their transaction history. Failure to export data regularly may result in the permanent loss of dashboard-visible transaction records beyond the rolling retention window.
• Backend AML Retention (Non-Dashboard): Notwithstanding the limited dashboard display window, Xelpay's backend systems separately retain encrypted, immutable transaction logs for a minimum period of Five (5) years following the transaction date, in strict compliance with AML regulatory requirements. These backend-retained records are not directly accessible via the Merchant dashboard but may be made available to competent regulatory or law enforcement authorities upon valid legal request.
• No Liability for Dashboard Data Loss: Xelpay bears absolutely no liability for any business losses, accounting discrepancies, tax compliance issues, or any other consequences arising from the Merchant's failure to export and maintain their own records within the dashboard display window.

Xelpay continuously invests in the improvement, security hardening, and capability expansion of its API infrastructure. Xelpay expressly reserves the right to release new versions of its API, introduce breaking or non-breaking changes to existing API endpoints, modify API request or response schemas, and deprecate or permanently retire older API versions at any time.

• Deprecation Notice: Where operationally feasible and commercially reasonable, Xelpay will endeavor to provide advance notice of planned API version deprecations via dashboard notifications, email alerts, or API changelog updates. However, in cases involving critical security vulnerabilities or mandatory regulatory compliance changes, Xelpay reserves the right to implement changes with immediate effect and without prior notice.
• Merchant's Absolute Maintenance Responsibility: It is the absolute, non-delegable, and sole technical responsibility of the Merchant and their development team to actively monitor Xelpay's API changelog, version release notes, and deprecation announcements; update their integration code in a timely manner to remain compatible with current and supported API versions; and test their integration thoroughly following any API update or version migration.
  Zero Liability — Broken Integrations from Outdated CodeXelpay bears absolutely zero legal, financial, or operational liability for any broken integrations, failed payment verifications, missed webhook deliveries, API authentication failures, data parsing errors, or any other technical malfunction or business disruption experienced by the Merchant as a direct or indirect result of the Merchant's failure to update their integration code to remain compatible with Xelpay's current API version.
• No Refunds for Integration Failures: API version-related integration failures or service disruptions experienced by the Merchant due to outdated integration code do not constitute grounds for a refund of subscription fees or any other form of financial compensation from Xelpay.

Xelpay provides merchant support services through its designated official support channels as communicated within the merchant dashboard. Xelpay is committed to providing responsive and helpful support to all Merchants; however, the following terms govern the nature, scope, and conduct expectations of the support relationship.

• Best-Effort Support — No Guaranteed Response SLA: Unless the Merchant has entered into a separate, formally executed Enterprise Agreement with Xelpay that explicitly specifies binding response time Service Level Agreements (SLAs), all merchant support is provided strictly on a "best-effort" basis. Xelpay makes no binding guarantee regarding specific response times, resolution times, or the order in which support tickets are addressed.
• Scope of Support: Xelpay's support services cover platform-related technical issues, API integration assistance, account configuration guidance, and billing inquiries. Support does not extend to general software development consulting, custom feature development, debugging of the Merchant's own proprietary codebase, or any support for the Merchant's end-customers.
• Zero-Tolerance Policy Against Support Staff Harassment: Xelpay maintains an absolute and non-negotiable zero-tolerance policy against any form of abusive, threatening, harassing, intimidating, defamatory, or discriminatory conduct directed by a Merchant (or any person acting on their behalf) toward any Xelpay support staff member, employee, contractor, or representative, through any communication channel.
  Immediate Permanent Ban — Harassment of Support StaffProhibited conduct includes, without limitation: the use of abusive, vulgar, profane, or threatening language; the issuance of threats of physical harm, legal action used as intimidation, or public defamation; repeated harassment, trolling, or deliberately bad-faith communications designed to obstruct support operations. Any single confirmed instance of harassment of Xelpay support staff will result in the immediate, permanent, and irrevocable termination of the Merchant's account and all associated API access, with no prior warning. No refunds of any pre-paid subscription fees or Add-On charges will be issued upon termination under this policy, consistent with our strict No-Refund Policy.