A correction resolves an objective error, discrepancy, or necessary adjustment within the agreed project scope to bring deliverables into alignment. 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.
Core definitions
At Xylora Studios, operational issues and deliverable adjustments are treated through production remediation rather than commercial dissolution. Corrections and refunds serve fundamentally different functions within our studio framework.
A correction is an active production process. When work delivered by the Creative or Technology departments deviates from the agreed brief, technical specifications, or documented package deliverables, our team remedies the work. Corrections ensure that contracted work meets the agreed requirements without terminating the engagement or requiring additional project fees, provided the adjustments sit strictly within original project bounds.
A refund is a financial clawback. Exceptions are considered exclusively at the studio's sole discretion under formal review by Operations & Client Services. Dissatisfaction rooted in subjective artistic preference, internal client pivots, or project abandonment does not qualify for financial reimbursement; these situations must be resolved via standard production feedback and scope adjustments.
The correction procedure
When an issue is identified in a deliverable, the studio follows an established remediation path:
1. Submission: The client raises an issue via the Ask Xylo chat on this portal. The submission must detail the specific asset, page, or technical build component requiring amendment. 2. Triage: Operations & Client Services reviews the request against the original project brief, statement of work, or packages page specifications within our standard 24-hour first reply target (operating Monday to Thursday, 09:00-17:00 GMT). 3. Routing: If the issue represents a defect, broken build, typographic error, or omission of an agreed feature, Operations assigns the task directly to either Technology (for code, hosting, or functional bugs) or Creative (for layout, typography, visual assets, or branding alignment). 4. Remediation: The production team amends the deliverable and presents the revised iteration through the portal for final sign-off.
The refund review process
The client must supply:
- The original project quote or package reference.
- An itemised log of the deliverables claimed to be absent or functionally non-compliant.
- All previous revision threads demonstrating that standard corrections were attempted and exhausted.
Operations & Client Services conducts an internal audit reviewing the brief, the logged work records, and production communications. Any exception granted remains at the studio's sole discretion. Where an exception is denied, production remains open to address the underlying deliverables through targeted corrections.
Failure cases and boundary limits
Certain scenarios cannot be treated as corrections and will not warrant commercial refunds:
- Scope creep: Requesting additions, new features, or structural design overhauls that were not specified in the original brief. These require a supplemental bespoke quote (issued within 48 hours of a complete brief) or package add-on.
- Subjective changes post-sign-off: Requesting design direction changes after previous milestone approval has already been granted in writing.
- Client-side delays: Project stalls caused by missing copy, absent credentials, or delayed feedback do not invalidate payment obligations or grant refund eligibility.
- Third-party platform changes: External API deprecations, browser updates, or third-party engine updates occurring after project deployment are addressed as separate technical maintenance, not corrections of original studio work.
Client remediation checklist
Before submitting an issue through the portal, verify the following details:
- [ ] Locate the agreed brief or package scope to confirm the item was explicitly scheduled for delivery.
- [ ] Prepare objective evidence: screenshots, console error logs, precise timestamps, or annotated visual markups.
- [ ] Confirm the issue is an error or scope omission rather than an aesthetic change of mind or functional expansion.
- [ ] Submit the request through the Ask Xylo chat during standard operating hours (Monday to Thursday, 09:00-17:00 GMT) for review within 24 hours.