Smaller package checkouts are upfront, fixed-scope transactions processed directly through the packages page on this portal. Payment confirms your order immediately, after which Operations & Client Services verifies your brief and schedules production.
The checkout sequence
Purchasing a package follows a standardised operational sequence designed to move work into production without administrative delay:
1. Package selection: You select the required package on the packages page. Each package carries a defined scope, clear deliverables, and a fixed cost. 2. Referral verification: If an existing client or partner introduced you through our ambassador programme, you enter their referral code at checkout. Eligible referred clients typically receive 10–30% off, which is calculated and reflected before final processing. The referring party earns their commission automatically upon completion. 3. Payment submission: You submit payment via our secure portal processor. Because packages are standardised rather than bespoke, full payment is required at checkout to secure studio resources. 4. Automated intake initiation: Upon successful payment, the portal issues an itemised receipt, registers your project record, and directs you to submit your brief and assets.
Post-checkout workflow
Once payment clears, responsibility transitions to Operations & Client Services:
* Acknowledgement: Our team acknowledges receipt of your order within our standard first reply target of 24 hours, operating Monday to Thursday, 09:00–17:00 GMT. * Asset and brief validation: An operator cross-references your submitted materials against the package specifications. If files are missing, low-resolution, or out of scope, we will flag this via the Ask Xylo chat on this portal. * Department allocation: Confirmed briefs are routed immediately to either the Creative department or the Technology department, depending on the deliverable. * Queue placement: Production commences in the next allocated studio sprint once all prerequisite materials are confirmed complete.
What you must supply
To avoid administrative holds on your order, prepare and supply the following items immediately after checkout:
* Final copy and text: All written copy must be supplied in an editable format and clearly proofread. Copywriting is not included unless specified in the package description. * Brand assets: High-resolution vector logos (SVG, EPS, or AI), brand guidelines, typography files, and colour codes (HEX, RGB, CMYK). * Access credentials: If the package entails direct work within your platforms (such as content management systems, code repositories, or hosting providers), secure access must be provisioned for our Technology team. * Specific constraints: Any hard technical requirements, formatting instructions, or platform constraints must be stated upfront.
Production timings
Package work is executed exclusively during official studio hours: Monday to Thursday, between 09:00 and 17:00 GMT. We do not operate on Fridays or weekends.
The delivery timeline specified in the package description begins only when all required assets and technical details have been validated by Operations & Client Services, not at the physical moment of checkout. If your brief requires custom scoping beyond standard deliverables, our team will pause the package and prepare a bespoke quote within 48 hours of receiving your expanded requirements.
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.
Exceptions are considered exclusively at the studio's sole discretion under exceptional operational circumstances. By completing a package checkout, you commit your resources and secure studio production capacity that cannot be reassigned to other client work.
Failure cases and resolution
* Card authentication failure: If your payment fails at checkout, check your banking provider for 3D Secure or international transaction restrictions. Orders are not created in our system until payment clears completely. * Missing prerequisites: If you purchase a package but fail to provide assets, your project is placed on administrative hold. We do not cancel orders for non-supply; the order remains open until you supply the necessary files. * Scope mismatch: If your brief contains requirements outside the package specifications, Operations & Client Services will notify you via Ask Xylo chat. You will be offered the option to adapt the brief to fit the purchased package or apply the checkout value toward a bespoke quote.
Pre-checkout checklist
Before completing your package order, ensure you have:
* Confirmed that your requirements match the exact deliverables listed on the packages page. * Prepared all vector assets, approved text, and technical logins. * Validated any ambassador referral code for the 10–30% discount. * Reviewed the Monday to Thursday operating schedule against your deadline. * Opened the Ask Xylo chat on this portal if you require clarification on any item.