Refund & Cancellation Policy

1. Overview

Cross X Agency LLC ("we," "us") is committed to delivering high-quality work. This policy outlines refund and cancellation terms for all services. By engaging our services, you acknowledge and agree to this policy.

2. Deposits

All deposits are non-refundable. Deposits secure your project slot, initiate discovery and strategy work, and compensate for opportunity cost. Work begins immediately upon deposit receipt. This applies to all service types including website builds, marketing retainers, and one-time projects.

3. Website & Design Projects

Before Design Delivery: If you cancel before any design mockups or previews have been delivered, you forfeit the deposit but owe no additional fees.

After Design Delivery: Once design mockups, wireframes, or site previews have been presented, the full project fee is earned and non-refundable. This reflects the substantial creative and technical work invested.

Revisions: The scope of included revisions is defined in your proposal or SOW. Additional revision rounds beyond the included scope will be billed at our standard hourly rate.

4. Content Drop Video Production

Deposits and scheduling: Production days are reserved with a non-refundable deposit. Rescheduling a confirmed production day requires at least 5 business days' notice. Cancellations inside that window forfeit the deposit because crew, equipment, and post-production capacity are already booked.

Delivery credit: The full first cut is delivered within 15 business days of the final production day. If Cross X Agency misses that window, the client receives $500 back and the content is still completed. This credit assumes client materials, approvals, Style Check feedback, and revision notes are returned on time, and does not apply to delays caused by the client, weather, venue access, or other events outside our control.

Production day hours: A production day is up to 8 scheduled hours on site. Scheduled hours include setup, scene changes, breaks, and any waiting caused by client readiness, location access, or participant availability. Filming beyond the scheduled hours, or an additional filming day required because the client was not ready, is billed as a paid add-on at the rate quoted in the proposal.

Revisions and re-filming: Each package includes three Style Check videos plus one organized revision round across the delivered library. Re-filming at no charge is provided only when Cross X Agency did not follow the approved content plan or approved creative direction. New topics, changed direction after approval, added people, added locations, extra revision rounds, and re-shoots requested for other reasons are quoted separately.

Ownership: Finished videos are owned by the client after payment in full. Raw footage is released after final approval and payment in full.

Scheduler access: Scheduler access is provided for the period stated in the proposal and is subject to the third-party platform's own terms and availability. No lifetime or perpetual access is promised.

5. Monthly Marketing Retainers

Cancellation: Monthly retainers may be cancelled with 30 days' written notice. The current month's fee is non-refundable. No partial-month refunds will be issued.

Ad Spend: Third-party advertising spend (Google Ads, Meta Ads, etc.) is managed through the client's own ad accounts and is not refundable by Cross X Agency. Refunds for ad spend must be pursued directly with the advertising platform.

Setup Fees: One-time setup or onboarding fees are non-refundable as they cover research, account configuration, and strategy development.

6. Performance & Results

As stated in our Terms of Service, we do not guarantee specific marketing results. Dissatisfaction with results does not constitute grounds for a refund provided the agreed-upon scope of work has been performed. We encourage open communication. If you are unhappy with progress, contact us so we can adjust strategy before considering cancellation.

7. Exceptions

We may, at our sole discretion, issue partial credits or refunds in the following circumstances: (a) we fail to deliver agreed-upon deliverables within a reasonable timeframe without prior communication; (b) a material error on our part causes demonstrable harm; (c) duplicate or erroneous charges. Any exceptions are evaluated on a case-by-case basis and do not set precedent.

8. Chargebacks & Disputes

If you initiate a chargeback or payment dispute without first attempting to resolve the issue with us directly, we reserve the right to: (a) immediately suspend all services and revoke access to deliverables; (b) pursue the outstanding balance through collections; (c) recover reasonable costs associated with the dispute including chargeback fees. Please contact us at info@crossxagency.com before disputing any charge.

9. How to Request a Cancellation

To cancel services or request a refund review, email us at info@crossxagency.com with: (a) your name and business name; (b) the service(s) you wish to cancel; (c) the reason for cancellation. We will acknowledge your request within 2 business days and process it according to this policy.

10. Contact

For billing or refund inquiries:
Cross X Agency LLC
Email: info@crossxagency.com
Phone: +1 725-267-1101