Terms of Service

Last updated: July 26, 2026

These Terms of Service govern your use of XO PIXEL Creative’s services. By signing up, submitting a project form, or making payment, you agree that you have read, understood, and accepted these terms in full. Our services are outlined in detail on our website (www.xopixelcreative.com), and these terms apply to all ongoing service relationships.

1. Collaboration & Communication

1.1 Service Delivery

XO PIXEL Creative is committed to providing high-quality creative services with a focus on collaboration, strategy, and execution. Each client is assigned an account manager who will act as your main point of contact. Timely feedback, approvals, and open communication are essential for successful project outcomes. Once deliverables are approved, they are considered final and no further revisions will be made.

1.2 Platform Access & Technical Issues

We rely on third-party platforms (e.g., Instagram, Facebook, TikTok, Webflow) to implement and schedule content. We are not responsible for login issues, platform suspensions, API errors, or disconnections caused by platform updates. While we will support you in troubleshooting, we are not liable for technical issues beyond our control.

1.3 Posting & Scheduling

Scheduling content is included as part of specific services such as blog posts, social media management, and email newsletter management. We require access to the necessary platforms in order to schedule and publish your content on time. If your account cannot be connected or access is not granted, the content will not be published at the scheduled times, and you will be responsible for manually posting it.

At our discretion, we may still publish your content up to 14 days past the original scheduled date. After that period, the content will not be published by our team, but you are free to post it manually on your own. This does not entitle you to a refund, as the creative deliverables and scheduling have still been fulfilled.

1.4 Communication Guidelines

The primary form of communication is messaging via the Client Portal. We also provide support via email during standard business hours (Monday–Friday, 9 AM–5 PM EST). Virtual meetings are available for technical support and onboarding calls. We do not offer phone calls or in-person meetings. Respectful, professional communication is expected at all times. Aggressive, threatening, or unprofessional behavior may result in immediate account termination without refund.

1.5 Onboarding & first delivery

Your first content delivery is due ten (10) days after onboarding is complete, as follows: if you book an onboarding call with us, the ten-day period begins on the date of that call; if you do not book an onboarding call, the ten-day period begins on the date your onboarding questionnaire has been submitted.

You must complete the onboarding questionnaire as fully and accurately as you can. We treat your submitted onboarding questionnaire (also referred to as the brand questionnaire) as our source of truth about your business, and we use it to create your posts and plan your content. Information you leave out is at your own discretion; we are not responsible for gaps, omissions, or inaccuracies in what you provide. What you share when you submit the questionnaire informs your subsequent content calendar deliveries. Updates to brand details, offers, or preferences should be communicated to us in writing so we can adjust future cycles.

Service production depends on receipt of your onboarding questionnaire. If you delay submission of onboarding materials, your billing cycle will not pause. We will not reserve your deliverables as future credit; we will proceed using your available website, branding, and public-facing materials at our own discretion.

1.6 Lack of Feedback or Inactivity

You are responsible for providing feedback and approvals in a timely manner. If we do not hear back from you within 30 days of sending your content calendar, we will proceed with preparing your next month’s posts. We do not resend the content calendar for client approval once 30 days have passed due to delays in your communication with your account manager or our team. We do not remake content due to changes in your business direction that were not communicated in advance.

1.7 Storage of Deliverables

We store deliverables for up to three (3) months after delivery. It is your responsibility to download and archive any assets you wish to keep beyond this period. After 90 days, we reserve the right to remove files from our storage systems.

1.8 Plan breakdown and inclusions

XO PIXEL Creative offers tiered monthly digital marketing plans in two categories: Social-Only and Full-Service. Each plan includes a defined scope of services and monthly deliverables, as shown on our website pricing and comparison tables. Quantities listed for social content (for example, image posts per month) use the deliverable definitions in section 1.9. Unused deliverables do not roll over unless explicitly stated in writing. Your checkout, invoice, or Client Portal enrollment states which category and tier you are on. Features listed for the other category are not included unless you upgrade or purchase them as add-ons.

Each plan covers one (1) legally registered business only. If you operate more than one legally registered business, each business must have its own separate plan. A single plan may not be used to serve multiple businesses, brands under separate legal entities, or unrelated companies.

Social-Only plans cover social media management only: creative direction, captions and hashtags, scheduling and publishing, the platforms included in your tier, and monthly reporting as shown for your plan. Website maintenance, blog posts, and other Full-Service deliverables are not included.

Full-Service plans include the social media deliverables for your tier, plus website maintenance (such as CMS updates, image swaps, and text edits) and blog posts, in the quantities shown on our Full-Service pricing comparison. Exact inclusions and limits follow the comparison tables and any written agreement for your account.

The number of posts included in your plan is the number of unique posts we create. We cross-post those same posts to every platform included in your plan. For example, ten (10) image posts per month means the same ten posts are published on each included platform—not ten posts split across platforms, and not a separate set of ten unique posts per platform. We may make small caption edits to fit character limits or other platform-specific requirements. We do not make major changes to the post or caption that would turn it into an entirely new post.

1.9 Social content deliverables

When your plan or add-ons reference image posts, carousel posts, short-form video, Stories, or LinkedIn authority posts, the terms below apply. Each item counts as one deliverable toward your monthly allocation unless your plan or a written agreement states otherwise. These types are separate: a carousel post is not an image post; short-form video, Stories, and LinkedIn authority posts are not counted as image posts or as each other.

Image post

A single published social post made up of one static image or graphic (such as a photo, illustration, or designed still creative), plus caption and hashtags when those are included in your plan. One image post equals one deliverable. Carousel posts, Stories-only placements, LinkedIn authority posts, and video posts are not image posts.

Carousel post

A single published social post with multiple swipeable slides in one placement. A carousel post includes up to ten (10) images or static graphics per post. All slides are created and delivered as one unit; one carousel post equals one deliverable, not one deliverable per slide.

Short-form video

A single published video intended for short-form feeds (such as Instagram Reels, TikTok, or YouTube Shorts), including editing and on-screen or in-app captions when included in your plan. Short-form videos are up to sixty (60) seconds long. One short-form video equals one deliverable.

Story

A single Stories-format placement (such as Instagram Stories or Facebook Stories), designed for ephemeral, full-screen viewing rather than the main feed. A Story may be a static image/graphic or a short video clip within platform Story limits, plus stickers, text overlays, or links when those are included in your plan. One Story equals one deliverable. Feed image posts, carousel posts, short-form videos, and LinkedIn authority posts are not Stories.

LinkedIn authority post

A single published LinkedIn post created for professional thought leadership and brand authority (such as insight-led commentary, expertise positioning, or industry education), including copy and any accompanying static creative when those are included in your plan. One LinkedIn authority post equals one deliverable. LinkedIn authority posts are published to a personal LinkedIn profile (not a company page), unless communicated otherwise in writing. It is not interchangeable with a standard image post, carousel post, Story, or short-form video on other platforms.

1.10 Revisions

Each social content deliverable (for example, an image post, carousel post, short-form video, Story, or LinkedIn authority post) includes a limited number of revision rounds before approval. For your first content delivery under a plan, each post includes up to three (3) revision rounds. In subsequent billing months, each post includes up to one (1) revision round. After the first month, we have learned your brand voice and expectations, and the monthly nature of the plan requires keeping revisions to a minimum so delivery stays on schedule.

A revision round means one consolidated set of feedback applied to that deliverable. Feedback outside the agreed brief, new creative direction, or additional concepts may be treated as new work and quoted separately. Once a deliverable is approved (or deemed approved under section 1.6), it is final and no further revisions will be made.

1.11 Monthly reporting

While your plan is active and in good standing, you will have access to your monthly dashboard reports for services included in your plan. Monthly dashboard reports are provided as a web-based report (accessible through the Client Portal or a report link we provide), and may also be delivered by email as described in our reporting process.

Access to monthly dashboard reports is included with an active subscription. If your plan is paused, canceled, unpaid, or otherwise ended, portal access to those reports—including past reports—may end. We recommend saving or downloading any reports you want to keep while your plan is still active. After your plan ends, we are not required to keep report access available or to provide exports or restoration of historical reports.

Monthly dashboard reports summarize performance data for your account. You may use the reports we provide for your internal business purposes only. XO PIXEL Creative owns the reporting software, dashboards, templates, workflows, databases, methodologies, and related technology. Access to reports does not grant you any rights to those materials. You may not copy, reverse engineer, recreate, or share them with third parties.

You grant XO PIXEL Creative a non-exclusive, worldwide, royalty-free license to collect, store, process, and use report data and related performance metrics in our systems to deliver your services, operate and improve our software and processes, and track service performance. We may also use report data and related performance metrics for internal analytics, benchmarking, and product improvement. This license continues after your plan is paused or canceled.

2. Refund Policy

All payments made to XO PIXEL Creative are non-refundable. Our services involve creative strategy, digital labor, and personalized work which cannot be returned or reversed. Your payment covers the time and expertise of our team and not guaranteed outcomes or satisfaction.

Our refund policy extends to social media management, website design, consulting, and all digital services. We do not offer refunds for unused services, connectivity issues, dissatisfaction with subjective elements, or delays caused by the client. We are happy to implement revisions within the limits in section 1.10, but do not operate on a “pay only if you love it” model. The full policy is also published at xopixelcreative.com/refund-policy/.

3. Payment & Billing

Service fees are due in full, in advance of service delivery. For recurring plans, you authorize us to charge your saved payment method monthly until canceled. Late payments will result in paused service and delivery delays.

Cancellation may be made via the Client Portal. No prorated refunds are provided for early cancellation. Work continues each billing cycle unless otherwise agreed.

If a payment fails or is disputed, we will halt all work, disable client access, and reserve the right to pursue the outstanding balance through collections or legal means. Any credit card disputes that go against these terms will result in an invoice being issued to cover the full disputed amount, including associated processing fees.

4. Confidentiality

We respect the confidentiality of your business. Any materials, strategy documents, or assets you provide will only be shared with internal team members or verified contractors who are directly involved in your project. We will never share or disclose your business information for marketing purposes without written permission.

This confidentiality obligation lasts throughout our working relationship and for two years after its conclusion.

5. Liability & Performance Expectations

XO PIXEL Creative does not guarantee specific business outcomes, revenue, or engagement metrics. You are responsible for approving all creative work before it is published or implemented. We are not liable for consequences related to third-party platform issues, performance analytics, algorithm changes, or audience reception.

Our liability for any claim related to your service is limited to the amount paid to XO PIXEL Creative in the previous 30 days.

6. Intellectual Property

Once your invoice is paid in full, you own the rights to all final approved creative deliverables (such as posts, designs, and related creative assets). XO PIXEL Creative retains the right to showcase any work we create (unless otherwise agreed in writing) in our portfolio, on our website, or on our social media platforms.

This section applies to final approved creative deliverables. It does not transfer ownership of our software, portals, reporting tools, templates, databases, methodologies, or processes. Ownership and permitted use of monthly reports are governed by section 1.11.

7. Client Responsibilities

You agree to provide accurate and timely information required to complete your project. This includes but is not limited to: your onboarding / brand questionnaire (completed as fully as possible), brand assets, login credentials, content preferences, and business goals. You are responsible for reviewing your content and requesting revisions within the revision limits in section 1.10 and the time limits provided in your plan.

8. Public Conduct & Reputation

We reserve the right to end our working relationship immediately if a client attempts to manipulate our refund policy, publicly defames our brand, or acts in bad faith. Negative reviews based on a violation of these terms may result in legal follow-up.

9. Agreement Scope

These Terms of Service represent the entire agreement between you and XO PIXEL Creative. We may update these terms at any time. Continued use of our services constitutes acceptance of any revised terms.

Contact

Active clients should connect with their account manager or primary contact through the Client Portal. Questions about these terms from prospective clients, or anyone without portal access, can be sent by booking a demo.