The short version
| Situation | What happens |
|---|---|
| Deposit | Non-refundable once the production slot is held |
| Cancelled before work begins | Pro-rata refund of sums not yet earned |
| Cancelled after work begins | You are charged for completed work and booked time |
| Defects in delivered work | Fixed at no charge within the acceptance window |
| Refund timeframe | 5–10 working days, back to the original payment method |
| Chargebacks | Please contact the studio before raising one |
Why the deposit is kept
A deposit reserves a production slot on the studio calendar. It pays for scoping, scheduling, admin and supplier planning, and for the other work the studio turns down to hold your dates. The deposit percentage is shown on the package page or your quote before you pay.
Defects versus refunds
If something delivered does not match what was agreed, raise it within the acceptance window — 10 business days from notice of delivery. The studio fixes defects free of charge. That is the remedy for faulty work, rather than a refund.
How to ask for a refund
Ask Xylo to pass it to the team, with your project name and what you are asking for. A person reviews every request; Xylo cannot approve or refuse one.
If anything here differs
The Refund Policy on the main site is the binding document, and a written quote or statement of work for your project takes priority over it where they differ.