1. Introduction
This Return and Refund Policy ("Policy") outlines the terms and conditions for cancellations, refunds, and returns related to services provided by Xivralonklix ("we," "our," or "us"). Please read this policy carefully before booking our services. By using our services, you agree to the terms outlined in this policy.
2. Service Cancellation Policy
2.1 Cancellation by Client
You may cancel or reschedule your scheduled service appointment subject to the following terms:
- More than 48 hours notice: Full refund or free rescheduling available
- 24-48 hours notice: 50% refund or rescheduling subject to availability
- Less than 24 hours notice: No refund, rescheduling subject to availability and may incur additional fees
- No-show: No refund, full service fee applies
To cancel or reschedule, please contact us via email at support@xivralonklix.world or phone at +61 4 1215 9699. Cancellation requests must be confirmed in writing (email) to be valid.
2.2 Cancellation by Xivralonklix
We reserve the right to cancel or reschedule services due to unforeseen circumstances, including but not limited to illness, emergencies, or weather conditions. In such cases, we will provide you with as much notice as possible and offer a full refund or reschedule your appointment at no additional cost.
3. Refund Policy
3.1 Service Refunds
Refunds for services are processed according to the following guidelines:
- Pre-paid Services: Refunds are available according to the cancellation policy outlined above
- Completed Services: Generally, no refunds are provided for services that have been fully completed, except in cases of service failure or breach of contract on our part
- Partially Completed Services: Partial refunds may be available on a pro-rata basis, calculated based on the portion of service not yet delivered
- Service Packages: Refunds for unused portions of service packages may be available, subject to the terms of the specific package
3.2 Refund Processing
Refunds will be processed using the same payment method used for the original transaction:
- Credit/Debit card refunds: 5-10 business days
- Bank transfer refunds: 3-5 business days
- PayPal refunds: 3-5 business days
Processing times may vary depending on your financial institution. We will notify you once the refund has been processed.
3.3 Non-Refundable Items
The following are generally non-refundable: completed consultation sessions, completed shopping sessions, completed wardrobe curation services, digital materials or guides provided, and any third-party fees or charges incurred on your behalf.
4. Product Returns
Xivralonklix acts as a personal shopping consultant and style advisor. We do not directly sell, purchase, or own products. Any products you purchase based on our recommendations are transactions between you and the respective retailers, brands, or vendors.
Product returns, exchanges, and refunds are subject to the policies of the retailer or vendor from whom you made the purchase. We are not responsible for:
- Product defects, damages, or quality issues
- Sizing or fit problems
- Return or exchange policies of third-party retailers
- Shipping or delivery issues
- Refunds from retailers
However, we are happy to assist you with the return process by providing guidance, contacting retailers on your behalf (with your authorization), or helping you navigate return policies. Please contact us if you need assistance with product returns.
5. Satisfaction Guarantee
We are committed to providing high-quality services and ensuring your satisfaction. If you are not satisfied with our services, we offer the following:
5.1 Service Issues
If you experience issues with our services, please contact us within 7 days of service completion. We will:
- Investigate your concerns promptly
- Work with you to address any issues
- Offer appropriate remedies, which may include service adjustments, additional consultation time, or partial refunds
- Strive to find a mutually satisfactory resolution
5.2 Dispute Resolution
If you are not satisfied with our response to your concerns, you may escalate the matter. We are committed to resolving disputes fairly and in good faith. If we cannot reach a resolution, you may seek assistance from relevant consumer protection authorities in Victoria, Australia.
6. Special Circumstances
6.1 Force Majeure
We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, or other force majeure events. In such cases, we will work with you to reschedule services or provide appropriate refunds.
6.2 Medical or Emergency Situations
We understand that medical emergencies or other urgent situations may arise. In such cases, please contact us as soon as possible. We will work with you to find a suitable solution, which may include full refunds or rescheduling without penalty, subject to verification of the circumstances.
7. Gift Cards and Vouchers
If you have purchased or received a gift card or service voucher:
- Gift cards and vouchers are non-refundable unless required by law
- They may be transferable to another person with our prior written consent
- Expiration dates apply as stated on the gift card or voucher
- Cancellation policies apply to services booked using gift cards or vouchers
8. Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). If our services fail to meet consumer guarantees under the ACL, you may be entitled to remedies including repair, replacement, or refund. Our services come with guarantees that cannot be excluded, including that services will be provided with due care and skill and will be fit for their intended purpose.
9. How to Request a Refund or Return
To request a refund, cancellation, or discuss a return:
- Contact us via email at support@xivralonklix.world or phone at +61 4 1215 9699
- Provide your name, contact information, and service details
- Explain the reason for your request
- Include any relevant documentation or evidence
- We will review your request and respond within 5 business days
10. Changes to This Policy
We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.
11. Contact Us
For questions about returns, cancellations, refunds, or this policy, please contact us:
Email: support@xivralonklix.world
Phone: +61 4 1215 9699
Address: 12 Willowbank Crescent, Richmond VIC 2004, Australia
You can also visit our contact page to send us a message. We aim to respond to all inquiries within 2 business days.
For complaints that cannot be resolved directly with us, you may contact the Australian Competition and Consumer Commission (ACCC) or your local consumer protection agency.
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