Scope of this policy
The Xgency provides custom professional services rather than standardized consumer products. The signed proposal, statement of work, contract, and invoice terms for a specific engagement take priority over this general policy.
Deposits and scheduled capacity
Deposits reserve delivery capacity and allow discovery, planning, and setup to begin. Unless a signed agreement states otherwise, deposits become non-refundable once work starts or delivery capacity has been reserved.
Work completed
Fees for work already performed, approved milestones, delivered assets, consultation time, and committed resources are not refundable. If a project ends early, we will provide an account of completed work and any undisputed deliverables covered by payments received.
Cancellation before work begins
If you cancel before work begins and before capacity or third-party costs are committed, we will review the request in good faith. Any approved refund may exclude payment processing charges, administrative costs, and non-recoverable commitments.
Third-party costs
Domains, hosting, advertising spend, software subscriptions, licenses, production costs, contractors, and other third-party purchases are non-refundable once ordered or committed, unless the third-party provider issues a refund.
Dissatisfaction or defects
If delivered work does not match the approved scope, notify us promptly with specific details. We will first use the revision, correction, warranty, or dispute process defined in the engagement agreement. A refund is not automatically created by a change in preference, strategy, internal approval, or project direction.
Requesting a review
Send a written request with the project name, invoice, reason, and relevant evidence. We will acknowledge the request and assess it against the signed scope and work history.
Contact
Questions about this policy can be sent to hello@thexgency.com.