Refund and Cancellation Policy

This policy explains cancellation, refund and project-scope principles. A signed proposal or order may contain more specific terms.

How cancellation is assessed

This policy applies to services supplied by XAPNER LTD and should be read with the relevant proposal, order document, statement of work and terms. A cancellation request is considered against the agreed scope, work already completed, capacity reserved, deliverables supplied and any non-recoverable third-party cost.

Custom and fixed-scope work

Websites, software, design, marketing and similar work can involve planning, research, production and digital delivery that cannot always be returned or reused. A completed or approved milestone, used production time or an external purchase may affect the amount available for a refund, while mandatory consumer rights are not excluded.

Raising a concern

A customer should contact Xapner promptly if a project needs to stop or if there is a concern about the agreed work. The complete policy explains deposits, express work, revisions, subscriptions, third-party services, cancellation timing and the remedies considered in different situations.

Scope-specific terms

A refund decision cannot be determined from a package title alone because the relevant work, approvals, delivery status and third-party commitments can differ between projects. The written proposal and the complete policy provide the information needed to assess an individual cancellation request fairly.