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.
All commercial commitments are managed through Operations & Client Services, and project resources are only formally scheduled once required funds have cleared into our accounts.
Commercial terms and refund policy
Any financial exception or credit note remains at the studio's sole discretion and will not be granted for standard client-side project cancellations, internal strategy shifts, or scheduling delays.
Finance teams must review scope documentation thoroughly prior to signing or issuing purchase orders. If your internal governance mandates payment upon completion or thirty-day trailing payment terms without an initial deposit, our team must review this during the quotation stage. Standard contracts will not commence without the agreed initial settlement.
Quotations, packages, and referral discounts
How your pricing is generated depends entirely on the nature of the engagement:
- Package work: Standardised deliverables are priced directly on the packages page on this portal. These figures are fixed and clearly itemise the scope provided.
- Bespoke work: Custom requirements require a complete project brief. Once Operations & Client Services receives this brief, a formal bespoke quote is issued within 48 hours.
- Referral discounts: Clients entering our studio via an active referral typically receive between 10% and 30% off standard pricing. This figure must be confirmed in writing directly on your official quote before countersigning. The originating referrer earns commission via our ambassador programme; our finance team manages those ledger credits internally without altering your net payable invoice.
Do not issue a purchase order against estimated or conversational figures. Only an itemised studio quotation or verified package selection constitutes an acceptable basis for invoicing.
Departmental structure and administrative routing
Xylora Studios operates across three distinct departments:
1. Operations & Client Services: Manages contract issuance, invoices, vendor setup forms, receipts, and schedule milestones. 2. Creative: Executes visual identity, art direction, asset production, and creative deliverables. 3. Technology: Delivers web development, system architecture, engineering, and digital infrastructure.
Inquiries regarding remittance, tax certificates, bank details, or accounting documentation must be routed to Operations & Client Services. Support runs through the Ask Xylo chat on this portal rather than general external mailboxes. The studio operates Monday to Thursday, 09:00 to 17:00 GMT, with a standard first reply target of 24 hours. The studio is closed on Fridays, weekends, and UK public holidays; finance teams planning weekly payment runs should adjust their schedules accordingly.
Billing sequence and booking confirmation
Booking a slot in the studio calendar follows a rigid operational progression:
1. Brief and quotation: The project scope is finalized, and a quote is generated within 48 hours (or selected via the packages page). 2. Vendor onboarding: If your procurement process requires supplier forms, non-disclosure agreements, or specific billing portals, these must be supplied to Operations & Client Services before invoicing. 3. Invoice issuance: An invoice is generated with clear due dates, matching the approved quotation and any applied referral discount. 4. Settlement verification: The client pays the required balance or milestone deposit via bank transfer. 5. Departmental scheduling: Upon cleared funds, Operations & Client Services formally assigns tasks to the Creative or Technology departments and locks in delivery dates.
Failure cases and payment delays
Projects encounter immediate scheduling holds if finance communications fail to align with studio rules:
- Unconfirmed purchase orders: Commencing work on an internal purchase order number without cleared payment is not permitted under standard contracts.
- Friday payment processing: Because the studio is closed on Fridays, bank transfers initiated late on Thursday will not be reconciled until the following Monday morning. Project start dates will reflect this reconciliation.
- Mid-project scope adjustments: Any requirement that exceeds the contracted specification requires an addendum and supplementary invoice. Work on new components will pause until the addendum invoice is paid.
Pre-booking finance checklist
Before submitting documentation or approving studio engagements, ensure your team has completed the following:
- [ ] Verified the correct package on the packages page or obtained a bespoke quote within the 48-hour window.
- [ ] Confirmed that any eligible 10–30% referral discount is explicitly stated on the formal quote.
- [ ] Prepared to settle deposits via bank transfer within our Monday-to-Thursday operating days.
- [ ] Routed all vendor onboarding documentation through the Ask Xylo chat on this portal.