Refund
Policy

1. Policy Overview and Scope

This Refund and Cancellation Policy governs the terms under which XM Services LLC ("Agency") will consider, process, and issue refunds or credits for services rendered. This Policy forms part of the Agency's Terms and Conditions and applies to all clients unless expressly superseded by a written agreement signed by an authorized officer of the Agency.

2. Thirty-Day Satisfaction Guarantee

Subject to the exclusions stated herein, the Agency offers a thirty (30) day satisfaction guarantee on qualifying services. To invoke this guarantee, the Client must: (a) submit a written refund request to billing@xmservices.online within thirty (30) calendar days of project delivery; (b) provide specific, detailed written explanation of how deliverables failed to meet agreed specifications; (c) demonstrate that Client fulfilled all obligations; and (d) allow the Agency ten (10) business days to cure any deficiencies prior to refund issuance.

3. Non-Refundable Items

The following are expressly non-refundable under any circumstances:

• Initial Deposits — The fifty percent (50%) project initiation deposit is non-refundable upon commencement of work
• Consultation Fees — Fees for completed consultation sessions are non-refundable upon session completion
• Third-Party Costs — Domain registration, hosting, advertising spend, stock photography, and licensed software are non-refundable
• Completed Monthly Retainers — Monthly retainer fees are non-refundable after the service month has commenced
• Work Completed to Specification — Services delivered per agreed specifications, where Client requests scope changes after delivery
• Change of Mind — Refunds will not be issued because Client changes strategic direction or decides not to proceed

4. Partial Refund Calculation

Where a partial refund is determined appropriate, the amount shall be: total fees paid, less the non-refundable deposit (50%), less value of work completed at time of termination (calculated at $175/hour for all hours invested), less any third-party costs incurred. In no event shall a partial refund exceed fifty percent (50%) of total project fees paid.

5. Cancellation Terms

5.1 Project-Based Services

Client may cancel with thirty (30) days' written notice. Upon cancellation, Client shall pay: (a) all fees for work completed through the cancellation date; (b) a cancellation fee equal to twenty-five percent (25%) of remaining unearned project fees; and (c) all third-party costs committed prior to receipt of notice.

5.2 Monthly Retainer Services

Monthly retainer agreements may be cancelled with thirty (30) days' written notice. No refund shall be issued for the current billing month if services have commenced.

6. Refund Process and Timeline

Submit requests to billing@xmservices.online with subject "Refund Request – [Project Name/Invoice Number]." The Agency acknowledges receipt within two (2) business days and completes review within ten (10) business days. Approved refunds are issued within seven (7) to fourteen (14) business days via the original payment method.

7. Dispute Resolution

Disputes regarding refund eligibility shall first be resolved through good-faith negotiation within fifteen (15) days. Unresolved disputes are subject to arbitration per the Agency's Terms and Conditions. Initiating a credit card chargeback without completing the dispute resolution process constitutes a material breach of this Policy.

8. Governing Law

This Policy is governed by the laws of the State of New York. Legal proceedings shall be conducted in New York County courts, subject to the arbitration clause in the Agency's Terms and Conditions.