Refund Policy
When a refund applies, how to request one and how long it takes.
Overview
This Refund Policy explains when a refund applies to Sitexzen services, how to request one, and how long it takes. It sits alongside our Terms and Conditions. Where your signed service agreement sets out different refund terms, that agreement takes precedence.
1. Contract-based services
Sitexzen services are contract-based and professional in nature. Refund eligibility is defined in your service agreement or the plan you selected at checkout. Before you pay, your included usage, any extra charges and your cancellation terms are shown to you.
2. Subscriptions
Subscription plans are billed in advance for the period you selected (monthly, quarterly or annually).
You can cancel a subscription at any time. Access remains active until the end of the billing cycle you have already paid for.Cancelling stops future renewals. Fees already paid for the current period are not automatically refunded.Part-used periods are not pro-rated unless your service agreement says otherwise.3. Setup and onboarding fees
One-time setup fees cover configuration work carried out by our team: training the agents on your services, pricing and availability, connecting your number, calendar and inbox, and testing before launch.
Before setup work begins, the setup fee is refundable in full.Once setup work has started, the fee is refundable in proportion to the work not yet carried out.Once your setup is complete and live, the setup fee is not refundable.4. Lead generation and campaign services
Lead generation is a contract-based service. Sitexzen provides access to qualified prospects but does not guarantee specific results, revenue or business outcomes. Outcomes depend on market conditions, your follow-up and other external factors beyond our control.
Campaign performance, conversion rates or revenue outcomes are not grounds for a refund.Where a campaign was not delivered as agreed in the contract, we will correct the work or refund the affected portion of the fee.5. Per lead, per appointment and per service work
Where you are billed per lead, per appointment or per completed service, refunds apply only to items that were invoiced but not delivered, or that fall outside the agreed qualification criteria in your contract. Raise these with us within 14 days of the invoice date so we can review them.
6. Third-party costs
Some services involve third-party tools and usage charges, such as phone numbers, SMS, advertising spend and software subscriptions. These costs are passed through and are not refundable once incurred, and Sitexzen does not control third-party provider terms.
7. How to request a refund
Email hello@sitexzen.com from the address on your account with:
Your business name and the service or plan concernedThe invoice number or payment dateA short description of what you are asking to be refunded and whyWe acknowledge requests within 2 business days and aim to reach a decision within 10 business days. Approved refunds are returned to the original payment method and usually appear within 5 to 10 business days, depending on your bank or card provider.
8. Suspension and termination
Where an account is suspended or terminated for non-payment or for breach of our Terms and Conditions, fees already paid are not refundable.
9. Changes to this policy
Sitexzen may update this Refund Policy at any time. The latest version is always published on this page, and the version in force when you paid is the one that applies to that payment.
10. Contact
For questions about this policy or a specific invoice:
Email: hello@sitexzen.com