Refund Policy

1. What Can Be Refunded

Only the first month management fee for Google Ads and/or Meta Ads (Facebook/Instagram) may be refunded, and only if all qualifying conditions in section 2 are met.

No other refunds are offered unless required by non-waivable consumer law.

2. First Month Ads Management Fee Refund (Qualifying Conditions)

To qualify for a full refund of the first month management fee, all of the following must be met:

A. 14 consecutive days minimum runtime

Your ads must run for at least 14 consecutive days.

B. No interruptions

During the 14-day period:

• No requests to pause/stop campaigns (including asking us to put ads off)
• No missed or failed ad spend payments
• No billing failures, account holds, verification delays, or other interruptions that stop delivery

C. Minimum required ad spend

You must spend no less than R1,000 per day on ads for a minimum of 14 consecutive days (minimum total spend: R14,000). This allows the platforms to complete the learning phase and generate enough data for optimisation.

D. Access and approvals

You must provide and maintain all access, permissions, and approvals required to run and measure campaigns (Meta/Google access, assets, verification steps, tracking confirmations). If access or approvals are delayed or removed, the 14-day period does not count until restored.

E. Lead quality standard

The refund applies only if X3WEB does not generate the promised quality of leads after meeting all conditions above. Lead quality depends on the platform and the industry, and results are not guaranteed.

3. What Is Not Refundable

Unless required by non-waivable law, the following are never refundable:

A. Website creation / website design / website development

All website work is paid upfront. No refunds for website creation/design/development fees once paid.

B. Deposits

No deposits paid to X3WEB are refundable.

C. Ad spend

Ad spend paid to Meta or Google is never refundable by X3WEB. Ad spend is paid to the platforms and governed by their policies.

D. Setup fees and once-off fees

Any setup fees, onboarding fees, audits, strategy fees, build fees, or once-off project fees are not refundable.

E. Creative and content production

No refunds for any content creation or production work, including (but not limited to) video, photo, graphics, copywriting, editing, product uploads, content days, or related costs.

F. Third-party costs and pass-through charges

No refunds for any third-party charges, including (but not limited to) payment processor fees, plugin/theme licenses, SaaS tools, stock assets, subscriptions, domain registry fees, or upstream hosting costs.

G. Domain registrations

Domain registrations, renewals, transfers, and domain-related work are non-refundable.

H. Digital products

All digital goods are non-refundable once purchased or delivered, including downloads, templates, bundles, and licenses.

I. Completed or in-progress work

Any work already completed, partially completed, delivered, implemented, or performed is not refundable, including support, troubleshooting, maintenance, consulting, training, bug fixes, and optimisation work.

4. Chargebacks and Payment Disputes

If a client initiates a chargeback or payment reversal:

• X3WEB may suspend services and access until the dispute is resolved
• Time spent handling disputes may be billed or deducted from any refund (if applicable)
• Chargebacks do not create any entitlement to a refund

5. How to Request the Ads Management Fee Refund Review

Email: support@x3web.co.za

Include:

• Invoice number(s)
• Platform(s) (Meta and/or Google)
• The 14-day date range the campaigns ran
• Proof of ad spend meeting the minimum requirement
• Reason you believe the promised lead quality was not met

6. 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.