Refund Policy
This Refund Policy applies to purchases from Xenovia, a trading name of CLOUDMEL LLC. Because our packages are fixed-scope services delivered to a schedule, refunds depend on how far the work has progressed. We aim to be fair and transparent.
Eligibility
| Stage | Refund |
|---|---|
| Before we begin work (brief not yet started) | Full refund |
| Within 24 hours of work starting, before the first preview | 50% refund |
| After the first preview / draft is delivered | Resolved via the included revision rounds, not a refund |
Non-Refundable Items
- The Expedited Turnaround add-on once work has begun (refundable only if we cannot accommodate the expedited window).
- Policy Packs and other template/document products once delivered.
- Custom projects once work has started against an accepted quote, except as stated in that quote.
- Completed live workshops that have already taken place.
How to Request a Refund
Email hello@xenovias.com from the address used to place the order, with your order number and the reason. We respond within a few business days.
Processing
Approved refunds are issued to your original payment method through our payment provider. The time to appear on your statement depends on the provider and your bank.
Chargebacks
If you have an issue with an order, please contact us first — we would much rather resolve it directly. Filing a chargeback without contacting us may delay resolution.
Contact
Questions about refunds: hello@xenovias.com.