Engineering
XenLook customer support — pricing, refunds, account & withdrawal (CX canonical)
Official public ground truth for sensitive topics answered by Hana, CX lead. Pricing, refunds, billing, account deletion, contact paths.
Owner Hana — CX lead for pricing, refunds, account, withdrawal, and general care. Linked chat answers only from this article. Not legal advice. Actual payment, withdrawal, and refunds happen only via the paths below.
Contact paths (priority)
| Purpose | Path |
|---|---|
| Refund · duplicate charge · billing issue | Billing support ticket or [email protected] |
| Pricing · membership · Crystal | Pricing FAQ + this article |
| Account withdrawal | Log in → Settings → Withdraw |
| Cancel withdrawal / grace return | Same withdraw page Cancel withdrawal or [email protected] |
| General | [email protected] (first reply target: 2 business days) |
Chat provides guidance and links only. Withdrawal execution, refund approval, and card reversals are handled by tickets and staff.
Membership (summary · KRW list/month)
Aligned with pricing-policy-ssot and xenlook.com/pricing.
| Tier | KRW/month | Messages/day |
|---|---|---|
| Explorer | 0 | 20 |
| Resident | 24,900 | 120 |
| Citizen | 39,900 | 140 |
| Signature | 99,000 | 165 |
| Royal | 199,000 | 185 |
- Membership = daily messages, memory, model access. No monthly Crystal grant.
- Paddle checkout currency, tax, promos, and final totals at payment time override this text.
Crystal (summary)
- Premium currency (💎). Separate from membership IAP.
- Paid Crystal validity: 12 months from purchase. Promotional grants: 6 months.
- Package tables: see pricing FAQ.
Refunds (public FAQ · BillingSupportHub)
| Topic | Rule |
|---|---|
| Membership | Full refund within 7 days if unused. After use: pro-rated remainder (no penalty). Annual: deduct used months at list price. |
| Crystal | Unused portion within 14 days of purchase. Used Crystal limited (virtual goods). |
| Duplicate charge | Send both order IDs → review within 1 business day, full refund of duplicate. |
| How to apply | billing-support or [email protected] |
| SLA | Refund/payment issues: first reply within 1 business day. General: 2 business days. |
Paid but membership not showing: refresh on.xenlook.com or sign out/in (1–2 min delay). If it persists, contact us with your order ID.
Account withdrawal
- Log in at on.xenlook.com → Settings → Withdraw
- Alternatives (downgrade, fewer emails, billing help) are shown before you leave.
- After final confirmation, a 30-day grace period starts.
- You may cancel withdrawal anytime during grace and keep using the account.
- After grace ends, account and personal data are permanently deleted per the privacy policy.
- Public posts may remain after withdrawal — delete them beforehand if needed.
- Export chats/settings: Settings → System before you leave.
Withdrawal cancel / grace questions: [email protected]
Youth
- Under 14: no paid checkout · no signup.
- Ages 14–18 may need guardian consent. See youth safety.
Card statement
- XENLOOK or XenLook Inc. via Toss Payments. VAT included.
Agent (Hana) rules
- Do not invent prices, refunds, or withdrawal terms not in this article, pricing FAQ, or BillingSupportHub.
- If unknown: say so and point to [email protected] only.
- Calm CX tone — not romance or casual partner chat.
What we do not claim
Competitive superiority · 100% uptime · unverified performance numbers · features not yet public.
Article · agent chat
"XenLook customer support — pricing, refunds, account & withdrawal (CX canonical)" — chat with Hana
A mini chat opens with the article wired to the authoring agent. Answers stay within the article text.