Refund & Cancellation Policy

1. Principle

Xpack Live Placement & Marketing Agency charges for professional time, creative production and media management. This policy sets out plainly when money is returned and when it is not, so there are no surprises on either side.

2. Project work (websites, design, brand)

Cancellation before any work has started: the advance is refunded in full, less payment-gateway charges actually incurred.

Cancellation after work has started but before first delivery: 50% of the advance is refunded; the balance covers discovery, planning and production time already spent.

Cancellation after first delivery or approval of designs: the advance is non-refundable, and you receive all work completed to that date.

3. Monthly retainers (ads, WhatsApp, social)

Retainers are billed in advance for a calendar month and are non-refundable once the month has begun, because campaign setup, creative and management hours are committed from day one.

You may cancel any future month with 30 days' written notice. No further invoices are raised after the notice period ends.

4. Advertising budgets

Media spend is separate from our fees. Any unspent budget held by us at the end of an engagement is refunded in full within 14 working days.

Amounts already spent on Google, Meta or other platforms cannot be refunded by us, as they are paid to the platform on your behalf.

5. Third-party costs

Domains, hosting, plugins, licences, stock assets and similar pass-through purchases are non-refundable once bought in your name or for your project.

6. Performance expectations

Refunds are not issued on the basis of campaign results alone. Marketing outcomes are influenced by pricing, competition, seasonality and your internal sales follow-up. Where we have clearly failed to deliver an agreed deliverable, we will first re-perform the work at no cost.

7. How to request a refund

Email hello@xpacklive.com from your registered contact address with your invoice number and the reason for the request. We acknowledge within two working days and complete approved refunds within 14 working days to the original payment method.

8. Disputes

If you are unhappy with an outcome, contact us before raising a chargeback. Most concerns are resolved with a revision, a re-plan or a partial credit against future work.