Refund policy

Refund Policy – Xpublish

Our company is committed to providing graphic design services and consultancy for self-publishers with utmost transparency and professionalism. To ensure a clear understanding of our terms, we have formulated the following refund policy, designed to protect both our customers and the work done by our team of graphic designers and professionals. In line with current regulations, including the GDPR, and best industry practices, we offer a clear and comprehensive policy for each service we provide.

General Principles Refunds are granted according to specific criteria related to the progress of the work and the revisions already made. For each service, Xpublish adheres to a transparent process for handling refund requests. It is important to note that graphic design services, particularly those requiring tailor-made customization, involve a high level of creative and technical commitment from our team.

Customers have the right to request a refund under the terms indicated; however, it is essential to understand that once a project has been started or delivered, it becomes increasingly complex to issue a full refund, given the nature of the work performed. For this reason, we have established specific guidelines for each type of service offered.

  1. Cover Services Custom covers require a detailed design process and direct involvement of our graphic team, from initial conception to final review. Given the nature of this service, refunds for covers are handled carefully, considering each phase of the process:

    • Approval Phase: If the customer approves the final version of the Kindle cover and/or the paperback file via email, the order is considered closed. At this stage, it is no longer possible to request a refund, as the project will have been concluded and delivered according to the agreed terms.

    • Cover Review: Once at least one review of the cover has been completed, it will not be possible to obtain a refund. Our team of graphic designers invests time and resources in each project phase, and a review involves additional effort to perfect the work tailored for the client. Consequently, after a review, we consider a significant part of the work to have been done, and the project cannot be refunded.

    • Refund Request before Delivery: If the client decides to request a refund before the work is delivered and no review has been performed, a partial refund will be possible, reflecting the time already spent in the preliminary phase of the project.

  2. A+ Modules for Amazon A+ modules are designed to optimize product presentations on the Amazon platform and require significant technical and creative work. Again, our refund policy is based on the progress of the project:

    • Review of A+ Modules: Once at least one review of the A+ module has been performed, it will not be possible to proceed with a refund. As with covers, each review represents an additional commitment from our team to refine the final product.

    • Delivery and Publication on Amazon: If the A+ module has already been published on Amazon, the order will be considered closed, and it will not be possible to obtain a refund. Once the work has been uploaded to the client's platform, we consider the service to have been completed in accordance with the requests.

    • Refund Request before Delivery: If the refund request is made before the A+ module is completed and published, and no review has been performed, a partial refund will be possible, depending on the progress of the work.

  3. Formatting Services Book formatting is a complex process that requires precision and attention to detail to ensure that each page is optimized for publication on digital and print platforms. Here too, the refund process varies depending on the progress of the project:

    • Delivery of Formatted File: Once the formatted file is delivered, the order will be considered completed, and it will not be possible to request a refund. Formatting is a process that requires a high degree of customization, and it is therefore excluded from the possibility of a refund once the final product has been provided.

    • Refund Request before Delivery: If the client requests a refund before the work is completed, a partial refund will be possible, depending on the amount of work already done. If the project has not yet started, a full refund will be possible.

  4. Timing for Refund Requests The client may request a refund within 14 days of the initial purchase, provided that the project has not been delivered or that no revisions have been made. This period reflects the right of withdrawal, but is limited by the start of practical work on the project. Once our team has begun the process of design, formatting, or module implementation, the possibility of obtaining a refund decreases in proportion to the work already done.

  5. Refund Request Procedure To request a refund, the client will need to send a formal request via email to our customer service, including the order number and a detailed explanation of the reasons for the request. Our team will evaluate each request and provide a response within 7 business days. If the refund is approved, the client will receive an official communication and the refund will be processed within 14 days of the approval of the request.

  6. Exceptions and Special Cases In exceptional cases, such as technical problems or errors on our part, we will evaluate the possibility of offering a full or partial refund, even after the delivery of the work. However, such cases are rare and will be examined on an individual basis. Our goal is always to ensure client satisfaction while respecting the work and effort invested by our team.

  7. Changes to the Refund Policy Xpublish reserves the right to modify this refund policy at any time, in accordance with current regulations and business practices. Any changes will be communicated to clients and published on our website. We invite you to regularly consult this page to stay updated on our policies.

Contact Us For any questions or clarifications about our refund policy, we invite you to contact our support team through the contact form available on the site or via email at services@xpublish.io. We are always available to provide you with assistance and ensure that you are satisfied with our services.