Refund Policy
Last updated: May 4, 2026
1. Scope and B2B Nature
The service provided by XNET CORE SL is exclusively directed at business customers (B2B) within the meaning of Article 2 of Royal Legislative Decree 1/2007. Consequently, the right of withdrawal recognised for consumers in Articles 102 et seq. of said text does not apply. This policy governs the circumstances in which XNET CORE makes refunds, pro-rata adjustments or credits in favour of the Customer.
2. Service Cancellation
The Customer may cancel the subscription to any Subnet at any time from the panel. Cancellation takes effect at the end of the current Billing Period. Fees corresponding to periods already commenced are not refundable, except in the cases provided for in the following clauses.
3. Refunds and Pro-Rata Adjustments
A full refund or pro-rata adjustment of the amount paid shall be made in the following cases:
- Supervening impossibility of provision: if XNET CORE is unable to deliver the LOA or configure the ROA within 72 business hours from effective payment and KYC verification, the Customer may request a full refund of the first Billing Period.
- KYC rejection after payment: if KYC verification is unsatisfactory and XNET CORE rejects the subscription, a full refund of the amount paid shall be made, deducting only non-refundable fees applied by the payment gateway.
- Subnet not suitable for delivery: if at the time of delivery the Subnet appears on relevant blocklists that XNET CORE cannot remedy within 7 calendar days, the Customer may choose between a replacement with an equivalent Subnet or a full refund of the first Period.
4. Billing Errors
The Customer has a period of thirty (30) calendar days from the invoice date to notify errors. XNET CORE shall issue a corrective invoice within a maximum period of fifteen (15) days from confirmation of the error. Amounts incorrectly charged shall be refunded using the same payment method used in the original transaction.
5. SLA Credits
Credits arising from SLA breaches described in the Terms of Service shall be applied to the next invoice issued after the incident. No cash transfers shall be made except upon complete closure of the service.
6. Disputes and Claims
The Customer may submit claims in writing to info@ip4.market. XNET CORE shall acknowledge receipt within 48 business hours and issue a reasoned response within a maximum of fifteen (15) calendar days. Unresolved disputes shall be submitted to the courts and tribunals of Ourense in accordance with the Terms of Service.
If the Customer pays by card and opens a dispute or chargeback without having first exhausted the internal claims procedure, XNET CORE shall be entitled to immediately suspend the service and to claim the resulting costs and fees.
7. Procedure
To initiate a refund request, the Customer shall send an email from the email address registered in the panel to info@ip4.market stating: invoice number, amount, reason, and bank or card details for the refund (without sharing the full PAN). XNET CORE shall confirm the opening of the file and the expected payment date within a maximum of five (5) business days.