At Xelvo LTD, trading as Exozi (“Xelvo”, “Exozi”, “we”, “us”, “our”), we are committed to delivering exceptional digital services. We stand behind the quality of our work and offer this Refund Policy to provide clarity and confidence when purchasing our services.

This policy applies to all services purchased through our website (www.exozi.com) and outlines the circumstances under which refunds may be issued, the process for requesting a refund, and your statutory rights under applicable consumer protection laws.

Important: This policy is designed to be fair, transparent, and compliant with UK, EU, and international consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. General Refund Policy

2.1 Our Commitment

We guarantee to deliver the services as described. If we fail to deliver, you are entitled to a refund.

2.2 Refund Eligibility

Refunds are available only under the following circumstances:

✓ Non-Delivery: We fail to deliver the agreed service within the specified timeframe ✓ Defective Service: The service delivered is materially different from what was described or is fundamentally defective ✓ Technical Failure: A technical issue on our end prevents successful delivery ✓ Account Compromised Before Delivery: For pre-monetised accounts, if the account is compromised before transfer to you

2.3 Refunds Are NOT Available For (Except Where Required by Law):

✗ Change of mind after service delivery ✗ Partial satisfaction with delivered services ✗ Circumstances outside our control (platform policy changes, algorithm updates, third-party actions) ✗ Services already delivered and accessed ✗ Digital files already downloaded ✗ Failure to provide required information or credentials on time ✗ Violation of platform Terms of Service by the customer

Note: These exclusions do not affect your statutory rights under applicable consumer protection laws.

2.4 Replacement First Policy

We believe in making things right. Replacement or correction is our preferred remedy. If there is an issue with your service, we will first offer to:

• Correct the problem at no additional cost
• Provide a replacement service of equal or greater value
• Offer service credit for future use

Replacement will not be unreasonably delayed. We aim to provide replacement services within the same timeframe as the original delivery.

Refunds will only be processed if replacement or correction is not feasible, not suitable, or is explicitly refused by the customer.

3. Service-Specific Refund Terms

3.1 TikTok & YouTube Pre-Monetised Accounts

Important Note: We deliver content assets and accounts built by our team and transferred legally in accordance with platform terms where permitted. We do not control platform actions after delivery; account restrictions or bans may occur for reasons outside our control, including platform policy changes or algorithm updates.

Condition	Refund Eligibility
Account not delivered within agreed timeframe	✓ Full refund
Account compromised before delivery	✓ Full refund or replacement account
Account does not meet stated specifications before delivery	✓ Full refund or replacement
Account delivered successfully and credentials provided	✗ No refund (except where required by law)
Account accessed/logged into by customer	✗ No refund (except where required by law)
Platform suspension/ban after delivery (not our fault)	✗ No refund (except where required by law)
Customer changes mind after delivery	✗ No refund (except where required by law)

Delivery Completion: Delivery is considered complete when credentials, login access, or account details have been successfully provided to you and you have confirmed receipt or accessed the account.

Post-Delivery Claim Window: If you experience issues with the account after delivery, you must report them within 48 hours of receiving credentials to be eligible for consideration under this policy. This 48-hour window does not affect your statutory rights under UK consumer law (see Section 8).

3.2 Monthly Services (Thumbnail Design / Video Editing / Account Growth)

Condition	Refund Eligibility
Full month not delivered	✓ Full refund or service credit
Partial month delivered	Pro-rata credit or replacement for undelivered portion
Services delivered but customer unsatisfied	✗ No refund (revisions offered instead)
Customer cancels mid-month	Pro-rata credit for unused portion

Cancellation of Monthly Services:

• Provide 7 days written notice before your next billing cycle
• No refunds for the current billing period after services have begun (except where required by law)
• Unused credits may be applied to future services within 12 months

3.3 Pre-Made Templates, Digital Files & Downloadable Products

Condition	Refund Eligibility
Technical delivery failure (file not received)	✓ Re-delivery or full refund
File delivered but corrupted/unusable	✓ Replacement or full refund within 48 hours of discovery
File delivered and downloaded successfully	✗ No refund (except where required by law)
Customer changes mind after download	✗ No refund (except where required by law)

Delivery Completion: Delivery is considered complete when digital files have been successfully downloaded or access has been granted to downloadable content.

Note: Due to the nature of digital products, once downloaded, refunds cannot be provided as we cannot verify deletion of the files, except where required by law.

3.4 Full-Service Social Media Management (High-Ticket Monthly Packages)

Condition	Refund Eligibility
Services not commenced within agreed timeframe	✓ Full refund
Material breach of service agreement by Xelvo	✓ Pro-rata refund for undelivered services
Customer cancels within first 30 days	Pro-rata refund minus work completed
Customer cancels after 30 days	30-day notice required; no refund for notice period
Dissatisfaction with delivered work	✗ No refund (revisions process applies)

4. Claim Time Windows

4.1 48-Hour Post-Delivery Claim Window

This does not affect your statutory rights under UK consumer law.

For issues discovered after service delivery (excluding total non-delivery), claims must be submitted within 48 hours from:

• The date you received credentials, access, or digital content; OR
• The date you first accessed the service or account; OR
• The date you discovered the issue

Why 48 Hours? This allows us to investigate issues promptly while evidence is fresh and resolve problems quickly. This contractual window applies to our discretionary money-back guarantee and does not limit your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

4.2 72-Hour Non-Delivery Claim Window

For complete non-delivery cases, claims must be submitted within 72 hours (3 days) from the agreed delivery date or attempted delivery date.

4.3 Your Statutory Rights Are Protected

Important: These claim windows are contractual time limits for our money-back guarantee. They do not limit or affect your statutory rights under UK consumer law, which may provide longer time periods. As a UK consumer, you retain all statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 regardless of these time windows (see Section 8 for full details).

5. Refund Request Process

Step 1: Contact Us

Submit your refund request via email to: support@exozi.com

Subject Line: “Refund Request – [Order Reference Number]”

Step 2: Provide Required Information

Your request must include:

• Full name and email address used for purchase
• Order reference number
• Date of purchase and service purchased
• Detailed explanation of the issue
• Evidence supporting your claim (screenshots, error messages, timestamps, communication records)
• Proof of delivery or non-delivery
• Your preferred resolution (replacement, credit, or refund)

Customer Cooperation: You must cooperate with our investigation and provide correct credentials, access information, and any requested documentation promptly.

Step 3: Review Process

• We will acknowledge your request within 24 hours
• Our team will review your claim within 3 working days
• We may request additional information if needed
• You will receive a decision via email

Step 4: Resolution

If your refund is approved:

• Replacement/Correction: Offered first if feasible and will not be unreasonably delayed
• Service Credit: May be offered as an alternative (valid 12 months)
• Refund: Processed if replacement is not feasible, not suitable, or refused

Step 5: Refund Processing

• Approved refunds will be processed within 14 days of approval
• Refunds will be issued to the original payment method
• Bank processing times may vary (typically 3-10 additional working days)

6. Fees and Deductions

6.1 Transaction Fee Deductions (Discretionary Refunds Only)

Where a discretionary refund is approved (not a statutory refund), the following fees may be deducted:

Fee Type	Maximum Deduction	When Applied
Payment processing fees	Up to 5%	Partial delivery or discretionary refunds
Administrative fees	Up to £25	Complex investigations (discretionary refunds only)
Pro-rata deduction	Proportional to work completed	Partial service delivery

6.2 Zero Deductions Apply When:

• We fail to deliver any service as promised
• The service is fundamentally defective or not as described
• You are exercising statutory cancellation rights (14-day cooling-off period)
• You are entitled to a statutory refund under the Consumer Rights Act 2015

6.3 Administrative Fees Do Not Apply to Statutory Refunds

Important: Administrative fees and processing fees do not apply to refunds required by law (statutory refunds). These fees only apply to discretionary refunds processed under our money-back guarantee where we have performed some work.

6.4 UK Consumer Rights Compliance

Under the Consumer Rights Act 2015, where you are entitled to a refund for faulty digital content or services not provided with reasonable care and skill:

• The refund must be processed within 14 days of us agreeing you are entitled to it
• The refund must be via the same payment method you used
• No fees may be charged for processing the refund
• Full refund amount must be provided without deductions

7. Your Choices

When you raise a valid concern, you may choose:

Option A: Replacement Service We provide a replacement service or correct the issue at no additional cost. This is our preferred resolution and typically the fastest way to resolve issues. Replacement will not be unreasonably delayed.

Option B: Service Credit Receive credit equal to the refund amount, valid for 12 months, usable on any Xelvo/Exozi service.

Option C: Full Refund If replacement is not feasible, not suitable, or you prefer a refund, we will process it according to the terms in this policy.

We will always offer replacement first. Refunds are processed only when replacement is not possible, not suitable, or is explicitly refused by the customer.

8. Your Statutory Rights (UK Consumers)

This section takes priority over all other terms in this policy.

8.1 Consumer Rights Act 2015

This policy does not affect your statutory rights under the Consumer Rights Act 2015. As a UK consumer, you have the following rights regardless of the time windows stated above:

For Digital Content:

• Digital content must be of satisfactory quality, fit for purpose, and as described
• If digital content is faulty, you are entitled to a repair or replacement
• If repair/replacement is not possible or takes too long, you are entitled to a price reduction (up to 100%)
• You have up to 6 years (5 years in Scotland) to bring a claim for faulty digital content

For Services:

• Services must be performed with reasonable care and skill
• Services must match any information provided about them
• Services must be completed within a reasonable time (or agreed timeframe)
• If services are substandard, you can request repeat performance or a price reduction
• You have up to 6 years (5 years in Scotland) to bring a claim for faulty services

8.2 14-Day Cancellation Right (Distance Selling)

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 days of contract formation without giving any reason.

However, this right is lost if:

• Digital content delivery has begun with your express consent and acknowledgement that you lose your cancellation right
• Services have been fully completed with your express consent

When you purchase from Xelvo/Exozi, you will be asked to provide express consent if you wish services or digital content delivery to begin immediately.

8.3 EU/EEA Consumers

If you are based in the EU/EEA, you have equivalent rights under the EU Consumer Rights Directive. The 14-day cooling-off period applies unless you have consented to immediate delivery and acknowledged loss of withdrawal rights.

9. International Customers

9.1 USA Customers

For customers in the United States:

• Refunds are governed by this policy and applicable US law
• “No refund after delivery” applies where digital services have been delivered as described
• Conditional refunds available as outlined in this policy
• 48-hour post-delivery and 72-hour non-delivery claim windows apply
• Proof of Delivery: Delivery is considered complete when credentials, login access, files, or digital services have been provided and you have confirmed receipt or accessed the service
• Dispute Resolution: By purchasing, you agree to resolve disputes under UK law and jurisdiction as stated in our Terms & Conditions

9.2 Other Jurisdictions

For customers outside the UK/EU/USA:

• Refunds are governed by this policy
• No refund after delivery of services or digital products, except where required by local consumer protection laws
• Conditional refunds available as outlined in this policy
• Claim windows apply as stated

9.3 Governing Law

This Refund Policy is governed by the laws of England and Wales. For UK and EU consumers, this does not affect your mandatory statutory rights under local consumer protection laws. US buyers and international customers agree to resolve disputes under UK law as specified in our Terms & Conditions.

10. Disputes and Complaints

10.1 Internal Complaints Process

If you are dissatisfied with our refund decision:

1. Request a review by emailing support@exozi.com with “Complaint Review” in the subject line
2. A senior team member will review your case within 5 working days
3. You will receive a final decision in writing

10.2 Alternative Dispute Resolution (ADR)

If we cannot resolve your complaint internally, you may use a certified Alternative Dispute Resolution (ADR) provider. We will provide details of relevant ADR providers upon request.

10.3 UK Regulatory Contact

Citizens Advice Consumer Service Website: www.citizensadvice.org.uk Phone: 0808 223 1133

For payment disputes via Stripe: Please note that Stripe payment disputes are subject to their terms and evidence requirements. We maintain detailed service logs, delivery confirmation records, and communication histories to support all legitimate transactions.