At Xscade ("we", "us", or "our"), we are committed to delivering high-quality digital marketing, software development, AI, and consulting services. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.
Please read this policy carefully before engaging our services. Specific refund terms may also be outlined in your proposal or service agreement.
1. General Principles
Because our services involve custom work, professional expertise, and dedicated resources, refunds are handled on a case-by-case basis according to the nature of the service, the stage of the project, and the terms agreed upon in your service agreement.
We strive to be fair and transparent in all refund matters and will work with you to resolve any concerns before they escalate.
2. Deposits and Upfront Payments
Many of our engagements require an upfront deposit or initial payment to secure project resources and begin work. Unless otherwise stated in your service agreement:
- Deposits are generally non-refundable once work has commenced, as they cover initial planning, resource allocation, and project setup
- If you cancel a project before any work has begun, you may be eligible for a full or partial refund of your deposit, minus any administrative fees
- Deposits for rush or expedited projects are non-refundable due to immediate resource commitment
3. Software Development Projects
For custom software development engagements:
- Payments for completed milestones are non-refundable, as the work has been delivered and accepted (or deemed accepted after the review period)
- If a project is cancelled by you after work has started, you are responsible for payment of all work completed up to the cancellation date, plus any non-recoverable costs incurred
- Unused prepaid amounts for future milestones may be refunded at our discretion, minus any costs already incurred on your behalf
- Source code, designs, and other deliverables for paid milestones remain our property until full payment is received for that milestone
4. Digital Marketing Services
For digital marketing and advertising services:
- Monthly retainer fees are non-refundable for the current billing period once the month has begun
- Ad spend allocated to third-party platforms (such as Google Ads, Meta Ads, or LinkedIn Ads) is non-refundable once campaigns are live, as these funds are paid directly to the advertising platforms
- You may cancel recurring marketing services with 30 days' written notice. No refund will be issued for the current billing period, but you will not be charged for subsequent periods after the notice period
- Setup fees for marketing campaigns, account configurations, or strategy development are non-refundable once the setup work has been performed
5. Consulting and Advisory Services
For consulting and advisory engagements:
- Hourly consulting fees for sessions already conducted are non-refundable
- Prepaid consulting packages may be refunded on a pro-rata basis for unused hours, provided cancellation is requested before the package expiry date
- Strategy documents, reports, and recommendations delivered as part of a consulting engagement are non-refundable once delivered
6. AI Development Services
For AI development and integration projects:
- Fees for model training, data processing, and API usage costs incurred on your behalf are non-refundable
- Standard milestone-based refund terms apply as outlined in Section 3 for the development portion of the engagement
7. Satisfaction Guarantee
We stand behind the quality of our work. If you are not satisfied with a deliverable, please notify us within 7 business days of delivery. We will:
- Review your feedback and concerns in good faith
- Offer reasonable revisions to address legitimate issues within the agreed scope
- Work with you to find a fair resolution before considering a refund
Refund requests based on dissatisfaction must be submitted in writing with specific details about the issues encountered. We do not issue refunds for subjective preferences or changes in business direction.
8. Cancellation by Xscade
In the rare event that we are unable to complete a project due to circumstances on our end, we will:
- Provide reasonable notice to you as soon as possible
- Deliver all completed work up to the cancellation date
- Refund any prepaid amounts for work not yet performed
- Assist with a reasonable transition if another provider is taking over the project
9. Non-Refundable Items
The following are generally non-refundable under all circumstances:
- Third-party license fees, subscriptions, or tool costs purchased on your behalf
- Domain registrations, hosting fees, and SSL certificates
- Advertising spend paid to third-party platforms
- Work that has been delivered and accepted by you
- Rush or expedited service surcharges
- Bank transfer fees, currency conversion costs, and payment processing fees
10. How to Request a Refund
To request a refund, please contact us with the following information:
- Your full name and company name
- Invoice or payment reference number
- Service or project name
- Detailed reason for the refund request
- Any supporting documentation
Send your request to ravi@xscade.comwith the subject line "Refund Request." We will acknowledge your request within 2 business days and provide a decision within 10 business days.
11. Refund Processing
If your refund is approved:
- Refunds will be issued to the original payment method used
- Processing typically takes 7–14 business days, depending on your bank or payment provider
- Refunds are issued in the same currency as the original payment
- Any non-refundable costs deducted from the refund amount will be clearly itemized
12. Disputes
If you disagree with our refund decision, we encourage you to contact us to discuss the matter further. We are committed to finding fair resolutions. If we cannot reach a mutually agreeable solution, disputes will be handled in accordance with our Terms of Service.
13. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your payment will apply to that transaction.
14. Contact Us
If you have any questions about this Refund Policy, please contact us:
You can also reach us through our contact page.