Refund policy

Last updated 29 September 2026.

We want Xenly to earn its place in your family’s week. If it does not, you can have your money back.

14 days, no questions asked

If you are a family, you can have a full refund of your first payment within 14 days of making it. This covers a Monthly plan, the School-year pass and the Launch offer. You do not need to give a reason.

How to ask

• In the app: open Settings, then Billing, and choose Request a refund. The button is there for 14 days after your first payment.
• By email: write to support@xenly.co.uk from the email address on your account.

What happens next

• We refund the full amount to the card you paid with.
• Your plan ends straight away and your account goes back to the free plan.
• Your children keep every creature they have grown. They can still visit their planet and wake their creatures.
• We send you an email to confirm the refund.
• The money usually reaches your card within 5 to 10 working days. The exact time depends on your bank.

This refund is available once for each account.

After 14 days

After 14 days, you can cancel at any time in Settings, under Billing. Cancelling stops future payments. Your plan stays open until the end of the time you have already paid for.

Your statutory rights

This policy sits alongside your rights under UK consumer law, including the Consumer Rights Act 2015. It does not reduce them. If something is wrong with Xenly, please tell us at support@xenly.co.uk and we will put it right.

Schools and tuition centres

Organisation accounts are covered by the agreement we make with each school or tuition centre.