Refund and cancellation policy

Effective date: 22 July 2026

Last updated: 22 July 2026

Company: XAPNER LTD · Company number: 16227291 · Registered office: Unit 9105, 141 Access House, Morden Road, Mitcham, Surrey, CR4 4DG, United Kingdom · Public service area: London, UK · Website: https://xapner.com · Email: hey@xapner.com · Telephone and WhatsApp: +44 7345 963949

1. ABOUT THIS POLICY

This Refund and Cancellation Policy applies to Services supplied by XAPNER LTD.

It must be read with:

• The applicable quotation or proposal.
• The applicable Order Document.
• Our Terms and Conditions.
• Any signed statement of work.
• Mandatory consumer rights.

Where a specific Order Document contains different refund or cancellation terms, those specific terms apply to the extent permitted by law.

2. GENERAL PRINCIPLE

Our Services often involve:

• Custom work.
• Reserved production capacity.
• Immediate planning.
• Research.
• Design.
• Development.
• Account setup.
• Third-party purchases.
• Digital delivery.
• Ongoing access.
• Time that cannot be resold after it has been used.

Refund decisions will therefore consider:

• Work completed.
• Time spent.
• Capacity reserved.
• Deliverables supplied.
• Approved milestones.
• Third-party costs.
• Non-recoverable commitments.
• The reason for cancellation.
• Any breach by either party.
• Applicable consumer law.

Nothing in this Policy removes rights that cannot legally be excluded.

3. DEPOSITS

A deposit may be required to:

• Confirm an order.
• Reserve capacity.
• Begin discovery.
• Begin research.
• Create concepts.
• Set up systems.
• Purchase required resources.

Where a Client cancels after work has begun or capacity has been reserved, we may retain an amount reasonably reflecting:

• Work completed.
• Time spent.
• Administrative preparation.
• Reserved capacity.
• Lost booking opportunity.
• Non-refundable third-party costs.
• Other losses directly caused by cancellation.

A deposit is not automatically forfeited in circumstances where retaining the whole amount would be unlawful or clearly disproportionate.

4. CUSTOM PROJECTS

Custom projects may include:

• Websites.
• Ecommerce stores.
• Software.
• Applications.
• Customer relationship management systems.
• Integrations.
• Automations.
• Branding.
• Graphic design.
• Marketing campaigns.
• Strategy.
• Consulting.

If a custom project is cancelled:

• Before work starts, we will deduct any payment-provider charges, committed third-party costs, and reasonable preparation costs.
• After work starts, the Client must pay for work completed up to cancellation.
• After a milestone is approved, the related milestone payment is not normally refundable.
• After final approval, deployment, publication, transfer, download, or commercial use, a refund is not normally available for the completed work.
• Any unused balance will be assessed based on the remaining undelivered scope.

5. FIXED-PRICE PACKAGES

For fixed-price packages:

• The package covers only the advertised or agreed scope.
• Work outside the package is charged separately.
• A refund is not normally available after the package has been completed and delivered.
• If part of the package cannot be supplied, we may offer correction, substitution, account credit, or a proportionate refund.
• Client delay does not automatically create a refund right.

6. EXPRESS AND 24-HOUR SERVICES

Express Fees pay for priority scheduling and accelerated work.

Where priority capacity has already been reserved or work has begun:

• The express Fee may not be refundable.
• Client delay pauses the express delivery period.
• Missing content, access, instructions, or approvals may move delivery to the next available production slot.
• Delivery may refer to the initial draft where revisions are included.

Where we fail to supply the paid priority service for reasons within our reasonable control, we may refund the express-price difference or provide another appropriate remedy.

7. DESIGN SERVICES

Design concepts, drafts, and revisions involve custom professional time.

A refund is not normally available merely because:

• A Client changes their preference.
• A Client changes their business name.
• A Client changes direction.
• Different stakeholders disagree.
• A Client later prefers a style that was not included in the original brief.

Where a design materially fails to match the agreed brief, we must be given a reasonable opportunity to revise it.

“Unlimited revisions” remains limited to reasonable revisions within the original brief and active revision period.

8. WEBSITE AND SOFTWARE SERVICES

A refund is not normally available for:

• Completed development.
• Approved functionality.
• Deployed work.
• Transferred code.
• Migrated data.
• Installed software.
• Configuration already performed.
• Work rendered unusable by later Client or third-party changes.

Where a valid defect exists within the agreed scope, the normal first remedy is investigation and correction.

9. DIGITAL MARKETING

Marketing management Fees pay for professional time, planning, configuration, monitoring, content, reporting, and optimisation.

Advertising performance is not guaranteed.

A refund is not available solely because:

• A campaign does not produce a desired number of leads.
• Sales targets are not reached.
• A platform rejects or suspends an advertisement or account.
• Market conditions change.
• Tracking is restricted.
• Search rankings change.
• A Client’s website, pricing, sales process, or response time reduces performance.

Unused advertising spend held directly by an advertising platform is subject to that platform’s rules.

10. SUBSCRIPTIONS

Unless otherwise stated:

• Subscription Fees are billed in advance.
• Cancellation stops future renewal.
• Access normally continues until the end of the current paid billing period.
• Partial-month refunds are not normally provided.
• Unused features, credits, storage, messages, or access do not have cash value.
• Charges incurred before cancellation remain payable.

Where applicable law provides a cooling-off or other refund right, that right will apply.

Where a paid service is materially unavailable for a prolonged period due to a failure within our control, we may provide:

• Extended access.
• Service credit.
• A proportionate refund.
• Another reasonable remedy.

11. RETAINERS

Retainers reserve availability and resources.

Unless otherwise agreed:

• Retainer Fees are paid in advance.
• Unused time does not roll over.
• Unused capacity is not refundable.
• Cancellation applies after the agreed notice period.
• Work exceeding the allowance is invoiced separately.

Where Xapner terminates a retainer without cause before the end of a prepaid period, we will refund the unused proportion, excluding completed work and committed costs.

12. HOSTING, DOMAINS, LICENCES, AND THIRD-PARTY SERVICES

The following are normally non-refundable after purchase or activation:

• Domain registration and renewal.
• Hosting activation.
• Email services.
• Software licences.
• Premium plugins.
• Themes.
• Fonts.
• Stock assets.
• Application-store fees.
• Messaging credits.
• Application programming interface usage.
• Cloud usage.
• Advertising spend.
• Payment-provider charges.
• Other third-party Fees.

This is because those payments may be immediately committed to another provider.

Any refund remains subject to the relevant provider’s terms.

13. DIGITAL DOWNLOADS AND IMMEDIATE DIGITAL CONTENT

For downloadable or immediately supplied digital content, applicable Consumer cancellation rights may end after:

• The Consumer expressly requests immediate supply.
• The Consumer acknowledges that cancellation rights may be lost.
• Supply begins in accordance with applicable law.

This may apply to:

• Templates.
• Digital files.
• Source files.
• Downloadable assets.
• Licence keys.
• Reports.
• Digital products.
• Immediately accessible account content.

14. UK AND EUROPEAN CONSUMER CANCELLATION RIGHTS

A Consumer purchasing online, by telephone, or through another distance method may have a 14-day cancellation period.

For services:

• The cancellation period normally begins when the contract is entered into.
• A Consumer may request that work begins during the cancellation period.
• If the Consumer cancels after requesting an early start, the Consumer may have to pay a proportionate amount for Services supplied before cancellation.
• The cancellation right may end after the service is fully performed where the legally required consent and acknowledgment were obtained.

For digital content:

• The cancellation right may end when supply begins if the Consumer expressly requested immediate supply and acknowledged the loss of the right.

These rights are subject to applicable exceptions and national implementation.

15. CANCELLATION BY A BUSINESS CLIENT

A Business Client may cancel only as permitted by the Order Document or with our written agreement.

Following cancellation, the Business Client must pay:

• Fees already due.
• Work completed.
• Work in progress.
• Approved milestones.
• Committed third-party costs.
• Reasonable cancellation or demobilisation costs.
• Other amounts properly payable under the Agreement.

16. CLIENT DELAY OR ABANDONMENT

A project may be treated as inactive where the Client fails to provide required information, content, access, feedback, or approval.

After reasonable reminders, we may:

• Pause the project.
• Reallocate capacity.
• Invoice work completed.
• Charge a reasonable restart Fee.
• Close the project.
• Treat prolonged inactivity as cancellation by the Client.

Payments for completed work and reserved capacity are not automatically refundable.

17. CANCELLATION BY XAPNER

We may cancel or terminate a service where:

• We cannot lawfully provide it.
• The Client does not pay.
• The Client does not cooperate.
• The Client provides unlawful material.
• The Client requests unlawful or harmful work.
• The Client abuses staff or contractors.
• Delivery becomes impossible.
• Continued work creates unreasonable security, legal, or reputational risk.

Where we cancel without Client breach:

• The Client will not be charged for undelivered work.
• We will refund any appropriate unused prepaid balance.
• Completed work and committed costs may still be deducted.

18. DEFECTIVE OR NON-CONFORMING SERVICES

A Client should report an alleged defect promptly and provide:

• A clear description.
• Screenshots or recordings where relevant.
• Steps to reproduce the problem.
• Device and browser information where relevant.
• Access reasonably required for investigation.

Where a valid defect exists, we will normally first attempt:

• Correction.
• Repair.
• Repeat performance.
• Replacement.
• Another reasonable remedy.

A refund or price reduction may be offered where:

• Correction is impossible.
• Correction is not completed within a reasonable period.
• The law requires it.
• Another remedy would be disproportionate.

19. WHAT IS NOT NORMALLY REFUNDABLE

Subject to mandatory law, refunds are not normally available for:

• Approved work.
• Completed work.
• Published or deployed work.
• Downloaded files.
• Transferred source files.
• Transferred source code.
• Used subscriptions.
• Completed consultations.
• Completed strategy or research.
• Advertising spend.
• Domain Fees.
• Hosting activation.
• Third-party licences.
• Rush capacity already used.
• Work made unusable by Client changes.
• Work outside the reported original issue.
• A change of preference after delivery.
• Business performance that was never guaranteed.

20. REFUND REQUEST PROCESS

A refund request must be sent to:

Email: hey@xapner.com Subject: Refund Request

The request should include:

• Client name.
• Order or invoice reference.
• Service purchased.
• Payment date.
• Reason for the request.
• Supporting evidence.
• Requested resolution.

We may request additional information.

21. REFUND METHOD AND TIMING

Approved refunds will normally be:

• Returned to the original payment method.
• Processed after required calculations and approvals.
• Reduced by amounts lawfully payable for completed work and committed costs.
• Subject to payment-provider processing times.

We are not responsible for delays caused by a bank, card provider, payment processor, or currency-conversion provider.

22. CURRENCY CONVERSION

Where payment involves currency conversion:

• A refund may be processed in the original transaction currency.
• Exchange-rate differences may occur.
• Bank and processor charges may apply.
• We do not guarantee that the converted refund will equal the converted amount originally received by the Client.

23. CHARGEBACKS

Clients should use the refund and complaint process before initiating a chargeback.

This does not remove any lawful right to dispute a transaction.

A chargeback does not automatically remove the obligation to pay for validly delivered Services.

24. CONTACT

XAPNER LTD Email: hey@xapner.com Telephone and WhatsApp: +44 7345 963949