Refund Policy

Effective date: 2 January 2026

This Refund Policy explains how refunds work for X3WEB services and products. By paying an invoice, subscribing to a plan, or using our services, you agree to this policy.

Important: Except where a refund is required by non-waivable consumer law in your country/state, X3WEB does not offer refunds as a standard practice. Any refund (full or partial) is entirely at X3WEB’s sole discretion.

1. Scope
This policy applies to all X3WEB offerings, including (but not limited to):
Website design and development
Website maintenance and support
Hosting, email hosting, server services, and domain-related services
E-commerce, booking, and membership website builds
Content creation (copywriting, graphics, video, product uploads)
Social media management
Google Ads management
Meta Ads (Facebook/Instagram) management
SEO services
Digital products (ebooks, templates, downloads, bundles)
Any once-off or recurring service plans

2. General Rule: No Refunds (Discretionary Only)
All payments to X3WEB are non-refundable by default.
X3WEB may choose to issue a refund in rare cases, but:
A refund is not guaranteed
A refund is not a right (unless required by applicable law)
Refund decisions are made case-by-case and are final

3. What Is Never Refundable
Unless required by applicable law, no refunds will be issued for:

A. Completed work and delivered services
Any work already completed, partially completed, delivered, or implemented is not refundable, including:
Website builds (full or partial)
Design, development, coding, bug fixes, optimizations
Content creation (graphics, video, copy, product uploads)
Website edits, maintenance work, troubleshooting, consulting, training

B. Hosting, servers, email hosting, and domains
All hosting/server/email services are non-refundable once activated or renewed.
Domain registrations, renewals, transfers, and domain-related work are non-refundable.

C. Digital products
All digital goods are non-refundable once purchased or delivered (including any downloadable content, courses, bundles, templates, or licenses).

D. Third-party costs and pass-through charges
X3WEB cannot refund third-party charges, including but not limited to:
Ad spend paid to Google or Meta
Transaction fees charged by payment processors
Plugin/theme licenses, SaaS tools, stock assets, or third-party subscriptions
Domain registry fees and hosting upstream costs

4. Website Development Refund Position (Detailed)
A. Work starts immediately
In most cases, work begins as soon as payment is received and/or resources are allocated. This includes project setup, scheduling, planning, communication, and internal production time.

B. Questionnaire-based builds
Websites are built strictly according to the information provided by the client (questionnaire, spreadsheets, messages, and files).
X3WEB is not responsible for missing, unclear, incomplete, or inaccurate information supplied by the client.

C. No refunds once work is underway or a build is delivered
Once any development/design work has started, and especially once a website is delivered (staging or live), no refunds will be issued unless X3WEB chooses otherwise at its sole discretion or where required by law.

D. Review cycles
Where a package includes a review/revision, it does not create any entitlement to a refund. Additional changes outside scope are billed separately.

5. Social Media Management (No Refund Policy)
Social media management includes planning, content creation, scheduling, posting, community management, reporting, and strategy (depending on the plan).

A. No refunds for social media management fees
All social media management fees are non-refundable once the service period begins.

B. No refunds for content already produced or scheduled
Any content created, edited, scheduled, posted, or prepared for posting is non-refundable.

C. No performance-based refunds
Results vary due to factors outside X3WEB’s control (market conditions, platform algorithms, account history, audience quality, client responsiveness). Therefore, refunds are not provided due to performance outcomes such as reach, engagement, follower growth, or leads.

6. Google Ads and Meta Ads Management (No Refund Policy)
Ads management typically includes strategy, setup, tracking recommendations, campaign builds, monitoring, optimizations, reporting, and account support (based on the package).

A. Management fees are non-refundable
All Google Ads and Meta Ads management fees are non-refundable once work begins or the billing period starts.

B. Ad spend is never refundable by X3WEB
Ad spend is paid to Google/Meta and is governed by their policies. X3WEB does not control, hold, or refund ad spend.

C. No refunds due to platform decisions
No refunds will be issued for issues caused by Google/Meta or third parties, including but not limited to:
Account suspensions, ad disapprovals, policy restrictions
Learning phase results, auction volatility, CPM/CPC changes
Tracking limitations, iOS restrictions, attribution differences
Website issues affecting conversion rates (unless explicitly contracted and paid for as a separate fix)

D. No guaranteed results
X3WEB does not guarantee sales, leads, ROAS, cost per lead, ranking, traffic, or any specific outcome. Refunds are not provided based on performance expectations.

7. Chargebacks and Payment Disputes
If a client initiates a chargeback or payment reversal:
X3WEB may immediately suspend services and access (website, hosting, email, ads management, or deliverables) until the dispute is resolved.
All time spent handling disputes may be billed or deducted from any discretionary refund (if ever offered).
Chargebacks do not create any entitlement to a refund.

8. Discretionary Refunds (If X3WEB Chooses to Offer One)
If X3WEB chooses to issue a discretionary refund, it may be:
A partial refund only
Converted into an account credit instead of cash
Less any third-party costs, fees, taxes, or completed work value
Processed only after internal review and management approval

Refund timing depends on the payment method and banking timelines.

9. Taxes and VAT
Where VAT or other taxes apply:
Refunds (if approved) will be handled in accordance with tax requirements and may exclude non-recoverable fees and taxes where permitted.
X3WEB prices are typically quoted excluding VAT unless stated otherwise on the invoice.

10. How to Request a Refund Review
To request a discretionary refund review (not a guarantee), you must email: support@x3web.co.za
Include:
Invoice number(s)
Service(s) purchased
Reason for the request
Any supporting information (screenshots, timelines, communication)

X3WEB may request identity verification and additional details before responding.

11. Contact Details
WhatsApp: 068 906 3369
Client Support (WhatsApp): 068 366 2616
Client Support (Phone): 087 814 1898
Email: support@x3web.co.za

12. Legal Rights Note (Global)
Nothing in this policy removes rights you may have under applicable consumer protection laws that cannot be waived. Where such laws require a refund, X3WEB will comply with the law.