REFUND
POLICY.
Learn about our policies for project cancellations and sprint refunds. Last Updated: April 6, 2026.
At Xlance Agency, we are committed to delivering high-quality outcomes through our sprint-based service model. Each sprint represents a dedicated phase of work planned, executed, and delivered with client approval. Due to the nature of our services, our refund and cancellation policy is outlined below.
01 How to Initiate a Refund or Cancellation
Refund or cancellation requests must be submitted in writing via:
- Email: xlance.works@gmail.com
- Subject Line: Refund Request – [Client Name] – [Sprint Number]
- Details Required: Project name, sprint number, date of payment, reason for the request, and any supporting documentation.
We aim to acknowledge all refund requests within 2 business days of receipt.
02 Refund & Cancellation Eligibility
Due to the time-bound and resource-intensive nature of sprint execution, refunds are generally not provided once a sprint has started. Exceptions may be made under the following strict and limited circumstances:
A. Pre-Sprint Refunds:
- If a sprint has been paid for but has not yet started, a 100% refund may be issued upon request.
- The sprint is considered “started” once any preparatory work (research, planning, or task assignment) begins, even if deliverables have not yet been shared.
B. Mid-Sprint Refunds:
Refunds will not be issued if the sprint is in progress or completed, except in cases of:
- Non-delivery of services due to internal operational failure at Xlance Agency.
- Material breach of service scope or timeline not caused by client-side delays or changes.
Partial refunds may be considered only if:
- No more than 25% of the committed sprint work has been completed.
- A formal service review indicates significant deviation from the agreed scope.
C. Post-Sprint Disputes:
- Once a sprint is marked completed and deliverables are shared and/or approved, no refunds will be issued.
- Clients are encouraged to provide structured feedback during and immediately after delivery for any adjustments required under our revision policy.
03 Refund Processing Timeline
If a refund is approved:
- Processing time: 5–7 business days
- Refunds will be credited back to the original payment method only.
- A confirmation email with a refund reference number will be issued once processed.
04 Important Notes
- Xlance Agency reserves the right to deny any refund request that does not meet the above criteria.
- Sprint timelines and approvals are tracked via our internal project management tools and client communication records.
- Cancellation of upcoming sprints must be communicated at least 48 hours prior to the planned start date.
For any questions regarding this refund policy, please contact us at xlance.works@gmail.com. We are committed to resolving all concerns fairly and transparently.