Refund Policy

This Refund Policy is part of and governed by our Terms & Conditions and Privacy Policy. By purchasing or subscribing to any service provided by Xetrocube, you agree to the terms outlined below.

By using our Services, you agree to be bound by these Terms, along with our Privacy Policy and Refund Policy. If you do not agree with any part of these terms, you must discontinue use of our website and services immediately.

1. Overview & Purpose

At Xetrocube, client satisfaction is our top priority. However, due to the highly technical, customized, and service-oriented nature of our Cyber Security and IT Infrastructure solutions, refunds are limited. This policy explains when refunds may be issued, how they are evaluated, and what responsibilities clients have during the process.

3. Client Responsibilities

2.1 Cancellation Before Service Initiation

• You may request a full refund (minus a 10% processing fee) if you cancel within 24 hours of placing your order, provided that no initial configuration, setup, or analysis has been started.
• If cancellation occurs after 24 hours but before work initiation (e.g., before network setup or project kickoff), a refund may still be approved at our discretion, subject to the same 10% deduction.

2.2 Refunds After Service Commencement

Once project work begins — such as system assessments, server provisioning, SIEM setup, or firewall deployment — refund eligibility depends on progress:

Stage of Work	Refund Amount (Before 10% Fee)
Within 48 hours of initial deliverable	66% refund
Between 48 and 120 hours	33% refund
After 120 hours or partial deployment	No refund available

• After final system configurations, reports, or live implementations are delivered, no refunds will be issued.

2.3 Inactivity or Abandoned Projects

• If a project remains inactive for 30 consecutive days due to lack of client communication or feedback, it will be marked as abandoned, and no refund will be issued.
• Reactivation of such projects may incur additional costs depending on the scope and duration of inactivity.

2.4 Service-Specific Rules

Each technical service has its own refund boundary due to setup and infrastructure costs:

• Firewall Deployment & Configuration: No refund once installation or remote configuration has been initiated.
• Advanced SIEM Implementation: No refund after system integration or event log monitoring begins.
• Cisco Telephony Installation & Support: Refunds not available after hardware integration or system testing.
• Cloud Server Setup & Migration (VMware/Azure): No refund after virtual server provisioning, migration, or deployment begins.
• Monthly Network & Systems Maintenance: Refunds may be issued only for unused months of prepaid maintenance services, minus a 10% administrative fee.

2.5 Combined / Custom Service Packages

Refunds for bundled or customized service packages will apply only to portions of the service not yet delivered or configured. For example, if network configuration is completed but cloud migration has not started, a partial refund may apply only to the latter.

3. How to Request a Refund

To request a refund, please follow these steps:

• Email info@xetrocube.co.uk within the eligible refund period.
• Your order number or invoice ID
• A detailed explanation of your concern
• Evidence of deliverables received or pending
• Any communication or revision history

Our review team will respond within 20 business days. If approved, we’ll issue a refund (minus processing fee) to your original payment method. Upon refund, all rights to any configuration, documentation, or work delivered revert to Xetrocube, and you must discontinue its use immediately.

4. Conditions & Restrictions

Refunds will not be approved if:

• Dissatisfaction arises from changes in project scope after initiation.
• The client fails to provide timely communication or technical information required for service delivery.
• Duplicate orders were placed with multiple vendors to exploit refund terms.
• The request is made outside the allowed timeframe or after system go-live.

5. Rights & Ownership After Refund

Once a refund is processed:

• All files, configurations, and deliverables revert to Xetrocube.
• You lose the right to use, copy, or implement any of the provided technical work.
• Any continued usage may result in copyright or license enforcement actions.

6. Amendments to Refund Policy

Xetrocube reserves the right to amend this Refund Policy as needed to reflect evolving technologies, service structures, and legal obligations.

All updates will be announced in advance, and the version published on our website will serve as the governing document.