Return & Refund Policy

Last updated: October 24, 2026

This policy explains returns and refunds for payments made through Xenpen, operated by Geerho Tech LLC (“Xenpen,” “we”). It summarises the rules in our Terms of Service (sections 7, 7A, 12 and 13); if the two ever differ, the Terms apply. Nothing here limits the rights you have under the law where you live.

1. Xenpen is a marketplace

Items, tool rentals and services on Xenpen are offered by members, not by Xenpen. Geerho Tech LLC doesn’t sell on Xenpen. Returns of an item are between the buyer and the seller: ask the seller in Messages, and check the listing for its return terms. Where you paid through Xenpen, Xenpen holds your payment until the deal is done, so problems can be fixed before the seller is paid (below).

2. Items bought through Xenpen

• Before the seller accepts: you can cancel a Buy Now request. In the Philippines, where you pay at checkout, Xenpen refunds you in full if the seller declines, cancels or doesn’t answer in time.
• After you pay: Xenpen holds the payment until you confirm you received the item, or until three (3) days after a pickup sale or seven (7) days after tracking is added if you report no problem.
• If something is wrong (not received, not as described): report a problem on the purchase before the payment is released. The payment stays held while Xenpen reviews it, and is then refunded to you or paid to the seller.

3. Tool and equipment rentals

• You’re charged only if the owner accepts your request.
• If a rental is cancelled after it’s accepted and before pickup, you’re refunded in full.
• Your security deposit comes back when the return is confirmed, less any late fees under the rental terms (Terms section 7.13).

4. Services and jobs

When you pay a freelancer through Xenpen, we hold the payment until you confirm the work is done, or three (3) days after the freelancer marks the job done if you report no problem. A reported problem holds the payment while Xenpen reviews it, and the freelancer may refund you at any time before payout.

5. Payments made outside Xenpen

If you paid the other member directly (cash, bank transfer or another app), Xenpen never held the money and can’t refund it. Settle it with the other member, and report any member who breaks the rules.

Big payments. Sales, rentals and jobs over $2,500 (₱150,000) aren’t paid in the app: the buyer pays the seller directly once the seller accepts. Xenpen doesn’t hold those payments, so it can’t refund them, and the protection above doesn’t cover them. Meet in person, check the item and its papers, and use a bank transfer or escrow you trust.

6. Plans and featured listings

• Plans (Basic, Pro, Business, Elite) renew monthly until you cancel: on xenpen.com for plans bought there, or in your Apple account settings for plans bought in the iPhone app. Cancelling takes effect at the end of the period you paid for; fees already paid aren’t refunded, except where the law requires.
• Featured listings are a one-time payment. Fees already paid aren’t refunded, except where the law requires or where Xenpen removed the listing by mistake.
• Plans and featuring are sold on xenpen.com and (coming soon) in the iPhone app through the App Store (in-app purchase). Apple handles refunds for App Store purchases: request one at reportaproblem.apple.com. If Apple refunds a plan, it ends; if Apple refunds a featured listing, it leaves the Featured row. Plans and featuring aren’t sold as Google Play purchases.

7. How refunds are paid

Refunds go back to the payment method you used, through our payment processors (Stripe in the United States, PayMongo in the Philippines). How long it takes to show depends on your bank, card or e-wallet. If a payment that used an Invite Friends commission-free credit is refunded, the credit is restored.

8. Contact

Include the transaction ID (for example “S-7K3P-9QXM”) when you contact us about a payment.