Cancellation & Refund Policy

1. General

This Cancellation & Refund Policy applies to services provided by XPRO Connect ("XPRO", "we", "us" or "our"), unless different cancellation or refund terms are set out in a written proposal, order form, service agreement or other agreement with the customer.

Where separate written terms apply, those terms will take priority to the extent of any inconsistency with this general policy.

2. Subscription Services

Some XPRO services are provided on a recurring subscription basis.

Customers may request cancellation of a subscription by contacting XPRO through the contact details provided on our website or through another agreed communication method.

The effective cancellation date may depend on the billing cycle, notice requirements and any terms agreed when the service was purchased.

Unless otherwise agreed, access to subscription services may continue until the end of the current paid billing period.

3. Setup and Implementation Fees

Setup, implementation, configuration and onboarding fees may cover work performed before or shortly after a service begins.

Where setup or implementation work has already commenced, completed work may not be refundable.

If a customer requests cancellation before work has commenced, XPRO will review any refund request based on the circumstances and any applicable written agreement.

4. Project-Based Services

Website development, funnel development, marketing setup, custom automation, consulting and other project-based services may be subject to separate project terms.

If a project is cancelled after work has commenced, the customer may remain responsible for work completed, costs incurred and third-party commitments made up to the cancellation date.

Any refund or remaining balance will be assessed against the agreed project scope and work completed.

5. Usage-Based and Third-Party Charges

Certain services may involve usage-based charges or third-party costs, including SMS, telephone services, email delivery, advertising spend, domains, software services or other external providers.

Charges already incurred through third-party providers are generally non-refundable unless the relevant provider issues a refund or the charge was made in error.

6. Advertising and Marketing Services

Advertising spend paid to third-party platforms is generally not refundable once it has been spent or committed.

Management, setup, creative, campaign and strategy fees may also be non-refundable to the extent that the relevant work has already been completed.

Marketing outcomes, lead volumes, search rankings, sales and revenue are not guaranteed and do not by themselves create an entitlement to a refund.

7. Refund Requests

If you believe a charge was made incorrectly or you have another valid reason to request a refund, please contact XPRO and provide:

• Your name and business name.
• The service concerned.
• The relevant invoice or payment information.
• The reason for the refund request.
• Any supporting information that may help us review the request.

Refund requests will be assessed based on the service provided, work completed, costs incurred, applicable agreements and relevant legal requirements.

8. Service Issues

If you experience an issue with an XPRO service, please contact us as soon as reasonably possible so we have an opportunity to investigate and, where appropriate, resolve the issue.

Depending on the circumstances, a suitable resolution may include correction, re-performance, account credit, service adjustment or another remedy.

9. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.

Where a customer is entitled to a remedy under applicable law, this policy does not limit that entitlement.

10. Changes to This Policy

XPRO may update this Cancellation & Refund Policy from time to time to reflect changes to our services, billing practices or legal obligations.

The current version will be published on this page with the date of the latest update.

11. Contact Us

If you wish to cancel a service, request a refund or ask a question about this policy, please contact XPRO.