// LEGAL · DOCUMENT 03
Refund Policy
Clear, honest rules for cancellations, refunds and guarantees. No fine print, no traps — exactly how our business actually works.
Clear, honest rules for cancellations, refunds and guarantees. No fine print, no traps — exactly how our business actually works.
We believe that a fair refund policy attracts the right clients and filters out the wrong ones. That's why we publish this policy before you pay — no fine print, no hidden clauses.
The rules are simple: before the work begins, full refund. After it begins, it depends on progress. And you always have specific guarantees that we honor to the very end.
If at any point we determine that we can't deliver what we promised (through our fault, not changes from the Client), we refund 100% — no argument. We don't want unhappy clients or money we haven't earned.
This table summarizes the policy that applies to direct-purchase products based on when the cancellation happens:
* The Diagnostic carries a specific quality guarantee — see section 03 below.
If the final executive report doesn't identify at least 10 actionable improvements with measurable technical impact on your site, we refund 100% of the cost. You have 7 days after receiving the report to invoke this guarantee.
"Actionable improvements" means: concrete changes you can implement (yourself or with a vendor), with quantifiable impact on performance, SEO, conversion, accessibility or security.
If, after receiving the Diagnostic, you decide to engage any Tier 2 or Tier 3 service with XXDM within the following 90 days, we credit 100% of the Diagnostic cost against your first invoice. That turns the Diagnostic into an investment with no net cost.
This guarantee replaces a traditional post-delivery refund: instead of returning the money, we apply it as credit toward a larger project. If you decide not to engage anything further, the Diagnostic we already delivered is yours and there is no post-delivery refund.
After you pay and before we begin formal work (typically 24–48 business hours), you have the right to cancel and receive 100% of the amount paid back, no questions asked.
We'll notify you by email when formal work begins. Until that moment, you can cancel with an email to hello@xxdisruptiveminds.com.
Once work has started, refunds are partial and proportional to progress. This is fair because XXDM has already invested time and resources in your project.
In every case, we hand over the work we have as of the moment of cancellation. The work is yours in proportion to the payment not refunded.
If the cancellation is due to a cause attributable to XXDM (insufficient quality, missed deadlines without justification, documented poor communication), the refund will be 100% regardless of progress. We won't cling to money we haven't earned.
For custom-quote projects ($24,000 – $150,000+), a different scheme applies because we work in milestones with partial payments:
If you decide to cancel a Tier 2 or Tier 3 project midway:
This means that if you paid the initial 50% and cancel, you keep 50% of the project completed and owe nothing more. It's complete, transparent and clean.
Before processing the refund, we can offer alternatives: a change of scope within the same product, applying the credit to another service, or a timeline extension if your schedule changed. You decide — the refund is always available if you prefer it.
Once a refund is approved, the timing depends on the original payment method. All refunds are issued in US dollars and go back to the original source via Stripe.
Email: hello@xxdisruptiveminds.com
Suggested subject: "Refund request - [Order #]"
Initial response: Within 24 business hours at most