Refund Policy

At xniux, we stand behind the quality of our digital services. This Refund Policy outlines the conditions under which refunds may be requested for our Website Design, Lightning Hosting, Smart SEO Boost, Content Writing, Social Media Pulse, and Email Design Power.

We encourage clients to communicate any concerns early so we can address issues and ensure satisfaction with our services.

Refunds may be considered under the following circumstances:

• Service Non-Delivery: If we fail to deliver agreed-upon services within the specified timeframe without valid reason
• Material Breach: If we materially breach our service agreement and fail to remedy within 30 days of written notice
• Technical Failures: If hosting services experience downtime exceeding 99.5% uptime for more than 30 consecutive days
• Cancellation Within Grace Period: Requests made within 24 hours of initial payment for services not yet commenced

The following services and circumstances are not eligible for refunds:

• Completed Work: Any deliverables that have been completed and delivered according to specifications
• Third-Party Costs: Domain registrations, third-party software licenses, advertising spend, and external service fees
• Change of Mind: Refunds due to change in business direction, budget constraints, or personal preferences
• Performance Results: SEO rankings, conversion, leads, social media engagement, or marketing campaign performance outcomes
• Partial Service Use: Services that have been partially delivered or utilized
• Custom Development: Bespoke development work that has been specifically created for your requirements

To request a refund, please follow these steps:

1. Contact Us: Email refunds@xniux.com with your refund request and detailed explanation
2. Provide Documentation: Include relevant project details, communications, and supporting evidence
3. Review Period: We will review your request within 5-7 business days
4. Resolution Discussion: We may propose alternative solutions before processing a refund
5. Decision Notification: You will receive written notification of our decision
6. Processing Time: Approved refunds will be processed within 10-15 business days
7. Dispute Limitation: Refunds are not eligible if the client initiates a dispute or chargeback directly with the payment processor without first engaging in good-faith discussions with us to resolve the issue.

• Refunds will be processed using the same payment method used for the original transaction
• Bank transfer refunds may take 5-10 business days to appear in your account
• Credit card refunds typically appear within 3-5 business days
• PayPal refunds are usually immediate but may take up to 24 hours
• Processing fees and transaction costs are non-refundable

If you disagree with our refund decision:

• You may request a review by our senior management team
• Provide additional documentation or clarification as requested
• We will conduct a final review within 10 business days
• Our final decision will be communicated in writing
• Unresolved disputes may be subject to arbitration as outlined in our Terms of Service

While we cannot guarantee specific results, we are committed to:

• Delivering services according to agreed specifications and timelines
• Providing revisions within scope for design projects
• Offering alternative solutions when initial approaches don't meet expectations
• Maintaining open communication throughout all projects
• Standing behind our work with ongoing support and maintenance

This Refund Policy may be updated periodically to reflect changes in our services or legal requirements. Updates will be posted on our website with the revised date. Continued use of our services after policy changes constitutes acceptance of the updated terms.

For refund requests or questions about this policy, please contact us:

• Email: refunds@xniux.com
• Phone: +6282228503355
• Address: BizWork @Ciputra International
• Business Hours: Monday - Friday, 9:00 AM - 5:00 PM (GMT +7)