LEGAL

Cancellation & Refund Policy

Last updated: September 7, 2026

XISTREE SCIENCE AND TECHNOLOGY provides custom professional services rather than off-the-shelf goods. We want payment, delivery and cancellation expectations to be clear before work begins.

1. Before work begins

A client may cancel before the agreed start date. Any amount paid for work not yet begun will be refunded, less non-refundable third-party costs that the client approved in writing and any payment-processing fees that cannot be recovered where permitted by law.

2. After work begins

If a client cancels after work begins, we will stop work promptly and provide completed work for which payment has been made. We will refund prepaid fees for unperformed work, calculated against completed milestones, time incurred or another method stated in the signed SOW. Fees for completed and accepted work are not refundable.

3. Milestones and defects

Clients should report a deliverable that materially fails the written acceptance criteria during the review period stated in the SOW. We will first make reasonable efforts to correct the issue. If we cannot deliver the affected milestone as agreed, the client may be eligible for a refund of fees paid for that undelivered milestone.

4. Timing

Approved refunds are sent to the original payment method within 10 business days. A bank or payment provider may take additional time to post the credit.

5. How to request a cancellation or refund

Email contact@xistree.hk with your company name, invoice number, reason for the request and the affected milestone. We normally acknowledge requests within two business days.

6. Project agreement controls

A signed SOW may contain project-specific cancellation or refund terms. If those terms differ from this general policy, the signed SOW controls, subject to applicable law.