Refund Policy 

This Refund Policy is part of and governed by our Terms & Conditions and Privacy Policy. By placing an order with us, you agree to the terms below. 

1. Overview & Purpose 

We aim for customer satisfaction. However, due to the custom and creative nature of many of our services, refunds are limited. This policy outlines the circumstances under which refunds may be issued, the criteria used to evaluate refund requests, and your responsibilities throughout the process. 

2. Eligibility for Refunds 

2.1 Cancellation before Delivery 

• You may request a full refund (minus a processing fee of 10%) if you cancel within 24 hours of placing your order, provided that no initial deliverable/content has yet been delivered or revisions requested.
• If you cancel after 24 hours but before any content is delivered, a full refund (minus the 10% processing fee) may still be granted at our discretion.

2.2 Refunds After Delivery 

Once we issue initial deliverables (drafts, mockups, samples, etc.), refund eligibility is tiered based on how soon you request the refund: 

• All refunds are subject to subtracting a 10% processing fee.
• After final files or final deliverables have been delivered (approved or in usable form), no refunds will be issued.

2.3 Inactivity / Abandoned Projects 

• If a project has no activity or communication for 30 days post-order, no refund will be issued.
• If you wish to revive such a project, additional fees may be applied.

2.4 Custom & Combined Packages 

• Refunds for bundled or custom packages will follow the same refund tiers, but only for the portion of the service not yet delivered or finalized.
• If you have already approved one component of a package (e.g. logo design), you may still request a refund for the other component (e.g. website) under the schedule above.

2.5 Service-Specific Rules 

Some services may have stricter refund rules: 

• Logo Design: No refunds after the final version is approved.
• Website / Development / Launch: No refunds after the site is launched or the development is completed.
• Mobile App Development: No refunds after storyboard or mockups are approved.
• Branding, Digital Marketing, Consulting, etc.: Refunds evaluated on a case-by-case basis depending on scope, deliverables, and work already done.

3. How to Request a Refund 

To request a refund: 

1. Contact us within the eligible time frame via live chat or email at info@xetrocube.co.uk, explaining the reason for your request.
2. You must supply supporting details, including:
   • Order number / invoice
   • Description of concern (why you request refund)

• Evidence of brief and revision history
• Deliverables received so far

3. We will review your request and respond, typically within 20 Business Days.
4. If approved, we will initiate the refund (less processing fee) to your original payment method.
5. Upon refund, all rights to the content delivered thus far revert to us. You will no longer have rights to use or reproduce that content.

4. Conditions & Restrictions 

• Refunds will not be granted for dissatisfaction that goes outside the agreed project brief or scope.
• Refunds may be declined if we determine that:
  • You placed duplicate orders with multiple agencies to exploit refund terms;
  • You failed to give feedback or participate in revisions during the process;
  • The request is made after the allowable time period.

5. Rights & Ownership After Refund 

• Once a refund is issued, all content rights revert to us.
• You must cease usage of any version of the content delivered.
• We may collaborate with copyright agencies to prevent future reuse or distribution of refunded content.

6. Amendments to Refund Policy 

We may update this Refund Policy periodically. All changes will be communicated in advance, and the version posted on our website is the authoritative version.