Cancellations and refunds
Updated 29 September 2026
How to request a billing change or raise a payment problem.
Recurring form subscriptions
Open Manage billing in the portal where available, or contact support@excelin.xyz to request a subscription change or cancellation. Review the effective date and any charges in the billing confirmation. Do not assume that removing a form, signing out, or stopping use cancels a paid subscription. Keep a copy of the cancellation confirmation.
Setup and add-on purchases
Setup services, RSVP purchases, event registration purchases, capacity top-ups, and Catalog & Orders access are separate from your form subscription. Cancelling the subscription does not automatically refund these purchases. Catalog access runs for the purchased 30-day period; RSVP and event top-ups add capacity to the selected event. Check the selected item and quantity before payment.
Requesting a refund
Email support@excelin.xyz with your account email, receipt or transaction reference, the affected purchase, and the reason for the request. Do not send card numbers or passwords. Billing errors, duplicate charges, and service problems are assessed against the purchase details and applicable law. This page does not promise an automatic change-of-mind refund or a fixed processing time. Approved payment refunds are processed through Stripe; bank processing times can vary.
Payments to GazeForm customers
For a product order or paid event organised by a GazeForm customer, contact that business about its payment, cancellation, delivery, or refund terms. Purchasing a GazeForm add-on pays for the software feature; it does not pay a guest’s event fee or a buyer’s product order.
Your statutory rights
Nothing here limits remedies that cannot lawfully be excluded. Where the Consumer Guarantees Act applies, a service problem may entitle you to a remedy depending on the circumstances. See Consumer Protection guidance on faulty services.