Return and Cancellation Policy

1. Returns and Refunds for Products:

1.1 Returns:

You may return physical products within 7 days from the date of purchase provided the item is:

• Unused, in the same condition as received, and in the original packaging.
• Customers must provide proof of purchase. The returned item will be inspected, and Refunds or replacements processed within 14 days following receipt of the initial request.
• Return shipping costs are covered by the Customer for non-defective products/ covered by our Company for all defective and proven products.
• To initiate a return, send an email with details to 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 25% 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, provided that no work has started.
• 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:

• Any cancellation made after 4 hours will be subject to: 

1. A non-refundable administrative fee of 25% of the total purchase to cover processing and operational costs.  
2. A pro-rata charge based on the percentage of work already completed at the time of cancellation. 

2.3. Booking and Deposit Policy

• All service bookings require full payment upfront before work commences.
•  When a deposit is agreed upon, it should be 80% of the total invoice value, with the balance settled before the final work is released or the planned check-in for accommodation reservations. During this period, all drafts on professional services requiring approval will be watermarked until full payment is received. 
• Refund Conditions: Deposits are non-refundable except in cases where iExtol Investments CC cancels the booking due to unforeseen circumstances.
• Booking Confirmation: A booking is only confirmed once full payment has been received by the specified due date.
• Failure to Pay the Balance: If the full payment is not received by the due date without any extension requests, and approval, the deposit will be forfeited, and the booking may be canceled without further notice.
• Facility Booking Policy: We reserve the right to book any facilities out to the first client who pays in full by the specified due date if needed.

2.4. Late or Unallocated Payments

• Any payments made without proper referencing or notification will result in processing and service delivery delays.
• Payments received after the voidance of an invoice, no-show or booking cancellation (whether automatically or by the client) will be treated as unallocated funds and will not be eligible for a refund.
• Clients are responsible for ensuring that all payments include the correct invoice reference, and that proof of payment is submitted timely to the email address indicated on the terms and conditions of the invoice.

2.5 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.

2.6 Delayed Information Submission:

• Clients are responsible for providing all necessary information promptly, preferably along with the proof of payment or within 24 hours after making the payment 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, the invoice will be voided, and no refunds will be issued.
• It is the client's responsibility to ensure timely cooperation to avoid unnecessary delays and additional costs.

2.7 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.