Important: Specific project agreements, proposals, quotations or invoices may contain cancellation, payment or refund terms that apply to that particular project. Where a signed written agreement contains specific terms, those terms may govern the relevant transaction.
01 Policy Overview
XEN10X Media provides digital, AI and business-growth services that can involve planning, strategy, design, development, research, content preparation, technical work and other professional effort.
Because project work may begin after approval and may involve time or third-party resources, refund eligibility can depend on the stage of the project and the specific terms agreed with the client.
02 Services Covered
This policy may apply to services such as:
- Website design and development.
- Website improvement or redesign projects.
- Digital strategy and digital presence services.
- AI and automation-related services.
- Business systems and workflow projects.
- Other custom digital services agreed with a client.
03 Cancellation Before Work Starts
If a client requests cancellation before meaningful project work has started, XEN10X Media may review the request based on the applicable agreement and the work or costs already incurred.
Where no work has started and no non-recoverable third-party costs have been incurred, a refund may be considered according to the agreed project terms.
A refund is not automatically guaranteed simply because a cancellation request is made. The actual circumstances and applicable project agreement will be considered.
04 Project Cancellation After Work Begins
Once project work has started, cancellation may not result in a full refund because XEN10X Media may already have invested time, resources or third-party costs into the project.
Depending on the circumstances, the amount payable may include work completed up to the cancellation date, approved expenses and applicable non-refundable costs.
Any remaining refundable amount, if applicable, will be determined based on the specific project agreement and the work already performed.
05 Work Already Completed
Fees relating to work that has already been completed may generally not be refundable.
This can include time spent on activities such as:
- Discovery and requirement discussions.
- Strategy and planning.
- Research and analysis.
- Design or development work.
- Content preparation.
- Technical configuration.
- AI, automation or workflow setup.
06 Refund Eligibility
Where a refund is applicable, eligibility may depend on factors including:
Project Stage
Whether the project has not started, is in progress, or has substantially progressed.
Work Completed
The amount of professional work already performed before cancellation.
Third-Party Costs
External expenses already purchased or committed for the project.
Project Agreement
The cancellation and payment terms accepted for the specific project.
07 Non-Refundable Work or Costs
Unless a written agreement states otherwise, certain costs may not be refundable after they have been incurred or the related work has been completed.
- Completed professional services.
- Research, planning or strategy work already delivered.
- Custom design or development work already completed.
- Third-party software, subscriptions or licenses purchased specifically for the project.
- Domain, hosting or infrastructure costs already purchased or activated.
- Other approved expenses that cannot reasonably be recovered or cancelled.
08 Third-Party Services and Expenses
Some projects may require external services such as hosting, domains, software, plugins, APIs, automation platforms, paid tools or other third-party resources.
If such costs have already been purchased, activated or committed for a project, they may be non-refundable depending on the third party's own terms.
XEN10X Media is not responsible for refund policies established by independent third-party providers.
09 Refund Processing Timeline
If a refund is approved, XEN10X Media will communicate the applicable refund amount and expected processing method.
Once a refund has been initiated, the time required for the funds to appear may depend on the payment provider, bank or original payment method.
Bank and payment-provider processing times are outside the direct control of XEN10X Media.
10 How to Request a Cancellation or Refund
Cancellation or refund requests should be sent to XEN10X Media as soon as possible.
11 Refund Disputes
If you believe a refund or cancellation request has not been handled correctly, please contact XEN10X Media with the relevant project and payment details so the matter can be reviewed.
We encourage clients to raise concerns promptly and provide relevant information so that the issue can be understood and addressed appropriately.
12 Changes to This Policy
XEN10X Media may update this Refund & Cancellation Policy from time to time to reflect changes in our services, payment processes, business practices or applicable requirements.
Updated versions will be published on this page with a revised "Last Updated" date where appropriate.
For an existing project, the cancellation or refund terms contained in the applicable written agreement may continue to govern that project.
13 Contact XEN10X Media
For cancellation requests, refund questions or clarification about this policy, contact us directly.