REFUND & CANCELLATION.

1. Quick summary

2. Our services are digital

XALAYA Edit Store sells digital editing services and digital files. Nothing is physically shipped, so there are no physical “returns”. Instead, this policy explains when you can cancel an order, ask for a fix, or get a refund. It applies alongside our Terms & Conditions.

3. Cancelling an order

• Before payment is verified: you can cancel at any time free of charge. The order is not yet confirmed.
• After payment, before work starts: you can cancel and get a full refund.
• After work has started, before final delivery: you can cancel and get a partial refund. We deduct a fair amount for the work already completed, and we tell you that amount and how we worked it out before the refund is made. If you dispute it, see section 11.
• After final delivery: the service has been completed, so the order cannot be cancelled. If there is a problem with the delivered work, see section 5.

We may cancel an order ourselves, for example if we cannot complete it, if the materials you sent are unusable and you cannot provide new ones, or if the request breaks our acceptable-use rules. If we cancel for a reason that is not your fault, you get a full refund. If we cancel because the request breaks our acceptable-use rules, we refund the amount for any work not yet done.

4. Late, incomplete or undelivered orders

• If we do not deliver by the agreed deadline and you no longer want the order, you can cancel and get a full refund, unless the delay was caused by missing materials or replies from you.
• If we can only complete part of an order (for example one of two agreed edits), we refund the part we did not deliver.
• If you believe a file was never received, tell us. We will resend it first. If we cannot deliver it, you get a refund for the undelivered part.

5. Problems with delivered work

• If the delivered edit has errors or does not follow the brief we agreed, tell us within 7 days of delivery. We will fix it using the free revision rounds described in our Terms & Conditions.
• If we still cannot deliver work that reasonably matches the agreed brief after the revisions, you can ask for a partial or full refund. We review each case fairly, based on what was agreed and what was delivered.
• Editing styles are a matter of taste. A request based only on taste, after the work matched the agreed brief and you used or approved it, is normally handled through revisions rather than a refund.

6. Colour packs (digital downloads)

• Once a colour pack has been sent and you can access it, it cannot be “returned”. For this reason, refunds are not normally given only because you changed your mind.
• You can get a refund or replacement if the pack file is faulty or missing, if it is materially different from its description, or if it does not work on the platform (Android or iOS) it was sold for and we cannot fix it with installation support.
• If you bought the wrong platform version by mistake and tell us before using it, we will try to swap it for the correct version. You pay any price difference, or we refund it.

7. When refunds apply

You can get a refund (full or partial, as described above) when:

• you cancel before work starts, or before delivery for the work not yet done;
• we cannot or do not deliver the order;
• the delivered work or file is faulty or materially different from what was agreed, and we cannot fix it;
• you were charged twice, or charged the wrong amount;
• we cancel the order.

8. When refunds may not apply

A refund may be refused or reduced when:

• the work was delivered as agreed and the request is only a change of mind;
• the problem is caused by the quality of the materials you sent, or by information you did not give us;
• the request is made long after delivery (more than 14 days), unless the law gives you a longer period;
• the order broke our acceptable-use rules;
• a refund would break the rules of the payment provider or applicable law. For example, refunds can only go back to the original payment method, not to a different card, account or as cash.

This section never removes rights you have under Sri Lankan law. See section 12.

9. How to request a cancellation or refund

1. Message us on WhatsApp at +94 71 755 6749.
2. Include your name, the service or pack you ordered, the date you paid, the amount, and the reason for your request. Screenshots help.
3. We aim to reply within 3 business days and tell you whether the request is approved, approved in part, or declined, with our reasons.

10. How refunds are paid

• Approved refunds are paid back to the original payment method.
• If you paid by card through an online payment provider (such as PayHere), the refund is processed through that provider back to the same card. We cannot refund to a different card or account.
• If you paid by bank transfer, we refund to the account the payment came from, after confirming the details with you.
• We start approved refunds within 7 business days. The time it takes the money to reach you depends on your bank or card issuer and can take up to several weeks for card refunds.
• We do not charge a fee to process a refund. Where a payment provider does not return its processing fees, we cover them. You will not be charged extra.

11. Disputes & chargebacks

• If you disagree with our decision, reply on WhatsApp and explain why. We will review the order again, including the agreed brief, the messages, the files delivered and any revisions. Then we give you a final answer.
• We encourage you to contact us before opening a chargeback with your bank. Most issues can be resolved faster directly.
• If you paid through a payment provider, you can also use its dispute process, or raise a dispute with your card-issuing bank. When a dispute is opened, we provide the order records needed to review it, and we follow the outcome.

12. Your legal rights

This policy is in addition to your rights under the laws of Sri Lanka, including the Consumer Affairs Authority Act No. 9 of 2003. It does not limit them. If you are not satisfied with how we handled a complaint, you can contact the Consumer Affairs Authority of Sri Lanka.