Refund Policy

1. Our Commitment

We are dedicated to delivering high-quality motion design work that meets your expectations. We collaborate closely with you through the revision process to ensure satisfaction with your deliverables.

2. Refund Eligibility

2.1 Full Refund (100%)

You are eligible for a full refund if:

• You cancel your order BEFORE production work has begun
• We are unable to start your project within 14 days of payment due to our scheduling constraints

2.2 Partial Refund (50%)

You may be eligible for a 50% refund if:

• You cancel within 24 hours after production has started
• We have not yet delivered a first preview/draft

2.3 No Refund

Refunds are NOT available after:

• A first preview or draft has been delivered
• The final deliverables have been sent
• All included revision rounds have been used

3. Satisfaction Guarantee

Instead of refunds after work has begun, we offer a satisfaction guarantee:

• We include 2 rounds of revisions with every package
• We collaborate with you to address any concerns or adjustments
• If the final deliverable does not match the agreed-upon brief, we will make it right

4. How to Request a Refund

To request a refund:

1. Email us at hello@xenovias.com with the subject line "Refund Request"
2. Include your order details (payment date, package purchased)
3. Explain the reason for your refund request
4. We will respond within 48 business hours

You may also call us at +1 (302) 556-2581 for urgent inquiries.

5. Refund Process

5.1 Review

We will review your refund request and assess eligibility based on this policy.

5.2 Approval

If approved, refunds will be processed through your original payment method (PayPal).

5.3 Timeline

Refunds are typically processed within 5-7 business days. Depending on your bank or PayPal, it may take additional time to appear in your account.

6. Non-Refundable Situations

Refunds will NOT be issued for:

• Change of mind after production has started
• Failure to provide necessary files or information within 30 days
• Dissatisfaction due to requirements not specified in the original brief
• Delays caused by late feedback or unresponsive communication
• Third-party issues (e.g., software compatibility, platform limitations)

7. Project Cancellation

7.1 Client-Initiated Cancellation

• Before production: Full refund
• Within 24 hours of production start: 50% refund
• After first preview: No refund (revisions offered instead)

7.2 Xenovias-Initiated Cancellation

If we must cancel your project for any reason:

• You will receive a full refund
• We will notify you as soon as possible with an explanation

8. Disputes

If you have a dispute regarding your order or refund:

1. Contact us first at hello@xenovias.com or +1 (302) 556-2581
2. We will work to resolve the issue within 7 business days
3. If we cannot reach a resolution, PayPal's buyer protection policies may apply

9. Chargebacks

We encourage you to contact us directly before initiating a chargeback with PayPal. Chargebacks without prior communication may result in:

• Loss of access to delivered files
• Inability to use Xenovias services in the future

We are committed to resolving any issues fairly and promptly.

10. Exceptions

In exceptional circumstances, we may offer refunds outside of this policy at our sole discretion. Examples include:

• Significant delays on our part
• Technical issues preventing delivery
• Extraordinary circumstances

11. Policy Updates

We may update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase will apply to that transaction.

12. Contact Us

For refund requests or questions about this policy:

Summary

We want you to be delighted with your animations. If you have any concerns, please reach out—we're here to help!