XYTRIXS

Refund Policy

1. Overview

Xytrixs delivers professional services including technology consulting, software development, digital marketing, cloud infrastructure, and related disciplines. Because our services involve skilled professional time, planning, and resource allocation, refund eligibility is assessed on a case-by-case basis in accordance with the terms set out in this policy.

This Refund Policy applies to all direct service engagements with Xytrixs. It does not apply to third-party products, platforms, or subscriptions procured on your behalf, which are subject to the refund terms of those third-party providers.

By engaging our services or making payment, you acknowledge and agree to the terms of this Refund Policy, subject to applicable law.

2. Retainers & Deposits

Project initiation deposits and onboarding retainers are generally non-refundable once project scoping, planning, or discovery work has commenced, to the extent permitted by applicable law. These fees compensate for the strategic and preparatory work invested before delivery begins.

Where a project has not commenced and no discovery or scoping work has been undertaken, a deposit refund request submitted within 5 business days of payment may be considered at our discretion, subject to any applicable and disclosed administrative handling fee.

Ongoing retainer arrangements may be cancelled with 30 days' written notice, unless otherwise specified in the applicable service agreement. Fees already paid for a retainer period in which work has commenced are generally not refundable, subject to applicable law and the terms of the agreement.

3. Project Cancellation

If a client chooses to cancel an engagement after project work has commenced, fees for completed milestones and documented work-in-progress may be payable in accordance with the applicable agreement and applicable law. You may be invoiced for work completed up to and including the effective cancellation date.

Cancellations must be submitted in writing via email to contact@xytrixs.com. The effective date of cancellation is the date on which written notice is received, subject to any acknowledgment requirements specified in the applicable agreement.

Where a project agreement specifies milestone-based billing, completed milestones will be billed in accordance with the agreement. Partially completed milestones may be billed on a pro-rata basis based on documented work completed, where permitted by the agreement and applicable law.

4. Service Failures & Remediation

If a deliverable materially fails to meet the agreed-upon specifications set out in a written project brief or statement of work, you should notify us in writing within 14 days of delivery, where reasonably practicable. We will investigate and, where the failure is confirmed, offer remediation at no additional cost as the primary remedy, subject to the applicable agreement and law.

If remediation is not feasible or is not completed within a reasonable timeframe agreed in writing, a partial or full credit or refund for the affected deliverable may be offered, as appropriate under the agreement and applicable law.

General dissatisfaction with deliverables that meet the agreed specifications, changes in your business direction, or requests for features not included in the original scope do not, by themselves, qualify as service failures for refund purposes. Nothing in this section limits any rights or remedies that cannot legally be excluded.

5. Real-Time Services — One Time Setup

Certain services provided by Xytrixs are delivered in real time and involve immediate technical execution. These include, but are not limited to, live software upgrades and deployments, real-time system configurations, on-demand patch installations, live data migrations, and other services performed directly on client infrastructure or systems.

Once a real-time - One Time Setup service has commenced, fees for work already performed may be non-refundable to the extent permitted by applicable law and the applicable service agreement. Refund eligibility will depend on the service delivered, the work performed, the circumstances of the request, and any applicable consumer protection requirements.

Examples of real-time services include:

  • Live software version upgrades performed by our team on your systems.

  • Real-time server or cloud environment configuration.

  • Live API integrations or data synchronization operations executed on production systems.

  • Emergency patch deployments.

  • Scheduled or ad-hoc technical work carried out directly on a client's live or staging environment.

Before any real-time service is performed, our team will confirm the scope and obtain your written or verbal approval, as appropriate. By authorizing commencement of a real-time service, you acknowledge the nature and scope of the work and the applicable payment and cancellation terms.

If a real-time service causes unintended disruption due to a confirmed error on our part, we will work to provide remediation at no additional cost within a reasonable timeframe. Any limitation on additional remedies is subject to applicable law.

6. Third-Party Costs & Disbursements

Third-party costs incurred on your behalf, including domain registration, cloud hosting fees, software licences, advertising expenditure, and third-party API subscriptions, may be non-refundable once committed to the relevant provider, depending on that provider's terms.

We will seek your approval before committing to significant third-party expenditure on your behalf. Pre-approved disbursements will be itemized and billed in accordance with the applicable agreement. Refunds of third-party charges are subject to the relevant provider's policies and any rights available under applicable law.

7. Refund Process

Refund requests should be submitted in writing to contact@xytrixs.com with a clear description of the reason for the request and any supporting documentation.

Refund requests will be reviewed and a response provided within 10 business days of receipt, where reasonably practicable. Where a refund is approved, payment will generally be processed within 15 business days via the original payment method where possible, subject to payment processor requirements.

Where legally permitted, we may offset an approved refund against outstanding invoices or amounts owed by you, provided the applicable amounts are properly documented and accounted for.

Nothing in this policy excludes or restricts any refund, cancellation, or other right that cannot legally be excluded or restricted.

8. Disputes

In the event of a billing dispute, please notify us in writing as soon as possible, preferably within 30 days of the invoice date, with details of the disputed charge and any supporting documentation. Failure to notify us within this period will not automatically remove any rights you may have under applicable law.

We are committed to resolving disputes fairly and transparently. Both parties are encouraged to engage in good-faith discussions before escalating a dispute to formal resolution.

Where legally valid and applicable, disputes may be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996, with proceedings conducted in Bengaluru, India, subject to any mandatory legal requirements and the terms of the applicable agreement.

Nothing in this policy prevents either party from exercising any rights or remedies that cannot lawfully be waived or restricted.