Package deposits secure a fixed production slot for standardised deliverables priced directly on the packages page. Commission deposits activate bespoke resource allocation across our Creative or Technology departments based on a tailored quote.
Both deposit types confirm your commitment and reserve studio capacity, but they govern distinct production workflows, scheduling frameworks, and onboarding requirements.
Scope and pricing structures
The fundamental difference between the two deposits lies in how the work is scoped and priced before invoicing begins.
Package work covers set deliverables with an established execution path. The pricing is published on the packages page, meaning no custom scoping phase is necessary. The package deposit immediately locks in an established production sprint.
Commission work involves custom production. Because requirements vary, our Operations & Client Services department coordinates with Technology or Creative specialists to evaluate your initial submission. Bespoke quotes are issued within 48 hours of receiving a complete brief. If you were introduced via our ambassador programme, your confirmed 10–30% referral discount is applied in writing directly to this quote before the commission deposit invoice is generated.
The package deposit workflow
Package engagements follow an accelerated setup because the deliverables and milestones are pre-determined:
1. Selection: You select the required tier on the packages page and submit your baseline project details. 2. Invoice generation: Operations & Client Services issues the deposit invoice along with an onboarding asset checklist. 3. Settlement: You pay the deposit to lock in the agreed production intake date. 4. Asset delivery: You supply all prerequisite copy, brand assets, and credentials before the scheduled start date. 5. Commencement: Production starts strictly on the reserved date during studio working hours (Monday to Thursday, 09:00–17:00 GMT).
Because packages rely on a strict delivery cadence, any delay in supplying your onboarding assets compresses or reschedules the production window.
The commission deposit workflow
Bespoke commissions entail dynamic studio resource allocation. The deposit secures specific team members rather than an off-the-shelf production line:
1. Brief submission: You submit your technical or creative specification through the client portal. 2. Scoping: The studio evaluates your brief. Our first reply target for operational queries is within 24 hours, and bespoke quotes follow within 48 hours of receiving full project specifications. 3. Agreement and deposit: Once the quote and scope of work are approved, the deposit invoice is issued. Payment formalises the project plan and reserves specialists across Technology or Creative. 4. Discovery and alignment: Detailed technical discovery, wireframing, or creative direction begins according to the unique project phases established in your quote.
Studio policy and non-refundability
Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site.
This rule applies equally to package deposits and commission deposits. When you pay a deposit, our studio blocks out calendar time and declines other incoming work for those dates. If you cancel a project, fail to provide required materials, or abandon a brief, the deposit is retained to compensate for reserved capacity and operational overheads.
Operational timings and failure cases
Understanding how work progresses prevents operational friction:
- Incomplete onboarding: For packages, if you pay the deposit but fail to supply the required content, the studio cannot start. Your slot may be reassigned, and a rescheduling fee may apply to reinstate your sprint.
- Scope creep: If a package project requires work beyond what is detailed on the packages page, the additional work cannot be absorbed into the package deposit. It must be quoted separately as an ad hoc commission.
- Deposit processing times: Payments submitted outside our operational hours (Monday to Thursday, 09:00–17:00 GMT) are logged at the start of the next working day. First response times run from the moment the payment clears.
For any questions regarding billing status, active invoices, or milestone schedules, open a ticket via the Ask Xylo chat on this portal.
Pre-deposit checklist
Before paying either deposit type, ensure you have addressed the following items:
- Identified whether your deliverables fit a standardised tier on the packages page or require a bespoke commission quote.
- Verified that any ambassador referral discount (10–30%) is documented in writing on your quote.
- Collated all prerequisite files, assets, access credentials, and briefs ready for submission.
- Confirmed your availability for reviews during studio operating hours (Monday to Thursday, 09:00–17:00 GMT).