Return and Cancellation Policy

1. Returns and Refunds for Products:

1.1 Returns:

• You may return the item(s) within 30 days from the date of purchase.
• The item must be unused, in the same condition as received, and in the original packaging.
• Return shipping costs are covered by the Customer for non defectice products/ covered by our Company for all defective and proven products.
• To initiate a return, contact our customer support at accounts@ixtol.com / +264 81 786 5962

1.2 Refunds:

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within 30 days. Please note that an administration fee of 20% will be applied.

2. Cancellations and Refunds for Services:

2.1 Cancellations within 4 Hours of Purchase:

• You may cancel a service within 4 hours of purchase for a full refund.
• To cancel, send us an email at accounts@ixtol.com with a copy to info@ixtol.com within 4 hours after making the payment and state the reasons for the cancellation.

2.2 Cancellations after Commencement of Services:

• Cancellations after 4 hours may be subject to fees based on services rendered or in progress, plus a 20% administration fee.
• If you are making room reservations, additional or different refunds and cancellation policies may apply based on the Reservation Management Platform. Please familiarize yourself with the policies of the relevant platform.

2.3 Refunds on Subscriptions:

• Refunds will only be considered within the first 30 days of subscription and will be subject to a 20% processing fee.
• No refunds will be issued after the initial 30-day period.

2.4 Delayed Information Submission:

• Clients are responsible for providing all necessary information promptly, preferably along with the proof of payment or within 24 hours after doing so, to enable the ordered works to start and reach completion.
• In cases where required information is not submitted within one month of payment, and persistent requests, reminders, and follow-ups have been made without resolution, no refunds will be issued.
• It is the client's responsibility to ensure timely cooperation to avoid unnecessary delays and additional costs.

2.5 Communication of Delays:

• Clients are encouraged to promptly communicate any potential delays in providing required information and meet the new deadlines they set for themselves without failing.
• Failure to communicate delays or meet the new set deadlines on three occasions may result in an automatic cancellation of services without a refund or explanation.

3. Exchanges for Defective or Damaged Products:

• If you receive a defective or damaged product, please contact us immediately at accounts@ixtol.com 
• We will gladly exchange it for the same item within 60 days.

4. Shipping Costs for Products:

• Shipping costs are non-refundable. If you receive a refund for a returned product, the cost of return shipping will be deducted from your refund.

5. Contact Us:

• If you have any questions about our Return and Cancellation Policy, please contact us at info@ixtol.com.