1. Custom Work Policy
Due to the custom nature of software engineering, mobile applications, AI visual content, and 3D WebGL assets, all payments, retainers, and milestone deposits made to XILANEO are non-refundable once work on the project has commenced.
2. When Work Has Commenced
“Commenced” includes any of the following after payment or deposit confirmation:
- Discovery, planning, or technical architecture kickoff
- Design, prototyping, or production scheduling
- Development, asset creation, or rendering work started
- Allocation of dedicated engineering or creative resources
Because custom deliverables cannot be resold as standard products, fees for commenced work cover irreversible time and resource commitment.
3. Cancellation Before Kickoff
If a project is canceled prior to development kickoff (before any production or engineering work begins), a partial refund may be issued at XILANEO’s discretion, minus administrative and payment-processing fees.
Refund eligibility and amount depend on payment gateway rules (including PayFast / AsaanPay), bank processing times, and costs already incurred for onboarding or planning.
4. Milestone & Retainer Payments
Milestone invoices cover defined phases. Once a milestone is approved or its work has started, that milestone payment is non-refundable. Unused future milestones that have not started may be canceled subject to written agreement.
5. How to Request Cancellation
Send a written cancellation request to contact@xilaneo.com or WhatsApp +923320329987. Include your project name, payment reference, and reason for cancellation. We will confirm status within a reasonable business timeframe.
6. Chargebacks
Clients agree to contact XILANEO first to resolve billing concerns before initiating a chargeback. Unwarranted chargebacks on completed or commenced custom work may result in suspension of services and recovery of legal or collection costs where permitted by law.