Effective Date: 22 June 2025
1. Purpose and Hierarchy #
This Refund & Cancellation Policy (“Policy”) defines the limited administrative handling of refunds and cancellations.
This Policy operates subject to and in conjunction with the Our Terms of Service ↗, in particular:
In the event of any conflict, inconsistency, or omission, the Terms of Service shall prevail.
2. General Rule – Non-Refundability #
All services provided by Xdemór are strictly non-refundable, except where explicitly required by mandatory law or expressly approved in writing by an authorised representative of Xdemór.
This applies once any of the following occurs: #
-
work is scheduled, commenced, or partially executed;
-
access, credentials, environments, or platforms are provisioned;
-
capacity, resources, or planning are allocated;
-
a service period has begun.
This includes, without limitation: #
-
Hosting & domain services
-
SEO services, audits, and optimisation
-
Paid media management (Google Ads, Meta, TikTok, LinkedIn, etc.)
-
Website, software, and graphic design
-
Subscriptions, platform access, and licenses
-
Consulting, setup, onboarding, and advisory services
-
Software configuration, scripts, templates, and third-party integrations
No refunds are provided for: #
-
partial use or non-use;
-
client-requested discontinuation;
-
dissatisfaction with results, performance, or ROI;
-
outcomes dependent on third-party platforms or algorithms;
-
suspension or termination under Clause 9 of the Terms of Service.
3. Administrative Exceptions (Not Client Rights) #
A refund may be considered solely as an administrative remedy, at Xdemór’s discretion, in the following narrow cases: #
-
verified duplicate payment;
-
demonstrable billing error caused exclusively by Xdemór systems;
-
confirmed non-initiation of a prepaid service solely due to Xdemór, where no capacity, access, or resources were allocated.
These exceptions: #
-
do not create a contractual entitlement;
-
do not apply where delay is caused by the Client, third parties, or compliance checks;
-
are assessed case-by-case.
All requests must be submitted via the official form: https://services.support/request #
4. Review Process #
All refund requests are subject to:
-
legal, accounting, and operational review;
-
verification of payment, scope, and service status;
-
a review period of up to 15 business days.
If approved:
-
refunds are issued only via the original payment method;
-
processing time depends on the payment provider.
Xdemór reserves the right to deny any request that is:
-
outside scope,
-
unsupported by evidence,
-
inconsistent with the Terms of Service,
-
or submitted through unauthorised channels.
5. Cancellation of Future Services #
Clients may request cancellation of future, unstarted service periods by:
-
submitting a request via https://services.support/request;
-
providing the notice required under the applicable agreement or the Terms of Service.
Cancellation does not entitle the Client to a refund of:
-
setup fees;
-
prepaid periods;
-
allocated resources;
-
commenced or scheduled work.
Fixed-scope or one-time services are not cancellable for convenience once execution has begun.
6. Subscriptions & Automated Billing #
Where services are provided on a recurring or subscription basis, billing continuity, cancellation effect, and non-refundability are governed by Clause 8 (Fees, Payments and Licensing) and Clause 9 (Termination and Suspension) of the Our Terms of Service.
Accordingly, failure by the Client to cancel in accordance with the applicable process, or failure to access or manage the service or account, does not give rise to any refund, credit, or billing adjustment.
7. Chargebacks & Payment Disputes #
Initiating a chargeback or payment dispute without prior formal contact constitutes a breach of policy and may result in:
-
immediate service suspension;
-
escalation under Clause 9 of the Terms of Service;
-
recovery of funds, fees, and associated damages.
8. Contact & Official Channels #
All refund, billing, and cancellation matters must be submitted via:
-
Refund Request Form: https://services.support/request
-
Cancellation Request: https://services.support/request
Requests made via social media, verbal communication, or third parties are not recognised.