Terms of service

Terms of Service

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 If your account cannot be connected or access is not granted, the content will not be published at the scheduled times, and you will be responsible for manually posting it.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 After that period, the content will not be published by our team, but you are free to post it manually on your own.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

We provide support via email and our Client Portal during standard business hours (Monday–Friday, 9 AM–5 PM EST). Phone calls and live meetings are available for scheduled consultations only. Respectful, professional communication is expected at all times. Aggressive, threatening, or unprofessional behavior may result in immediate account termination without refund.

1.5 Delayed Onboarding

Service production begins upon receipt of your onboarding form, assets, or brief. If you delay submission of onboarding materials, your billing cycle will not pause. We will either reserve your deliverables as future credit or proceed using your available website, branding, and public-facing materials.

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, we will mark those deliverables as approved and begin preparing your next cycle. We do not remake content due to delays in your internal process or 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.

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 scope of your plan, but do not operate on a “pay only if you love it” model.

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. 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.

7. Client Responsibilities

You agree to provide accurate and timely information required to complete your project. This includes but is not limited to: your brand assets, login credentials, content preferences, and business goals. You are responsible for reviewing your content and requesting revisions within 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.

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