Refund and Returns Policy

Effective Date: May 26, 2026

Welcome to Xcrow.co. This Refund and Returns Policy explains how refunds, cancellations, disputes, payment reversals and related requests may be handled on the Xcrow.co platform.

Xcrow.co is an AI-powered freelance marketplace connecting freelancers, employers and clients globally. Xcrow.co facilitates digital and freelance service transactions rather than physical product sales. Because services are often customized, refund eligibility depends on the project or purchase terms, project status, work delivered, approval history, cancellation reason, dispute outcome and applicable platform rules.

By using Xcrow.co, you agree to the terms of this policy and the Terms of Service.

1. Nature of Services

Xcrow.co may facilitate digital and freelance services, including project-based work, remote services, consultations, creative work, technical services and other professional engagements. These services may be customized for a particular client. As a result, completed or approved work may not qualify for a refund unless a refund is required by the agreed project terms, an applicable promotional guarantee or applicable law.

2. When a Refund May Be Considered

Subject to review and verification, a refund may be considered when:

• The freelancer fails to deliver the agreed work within the required timeframe and the issue is not resolved under the project terms.
• The delivered work substantially differs from the approved project requirements.
• Included revisions have been requested but the agreed requirements remain materially unmet after a reasonable opportunity to correct the issue.
• A duplicate payment or billing error occurs.
• An unauthorized transaction is reported and verified.
• A project is cancelled before substantial work begins, subject to the agreed cancellation terms.
• A platform processing error affects the transaction.
• A specific refund guarantee or promotional offer expressly applies to the purchase and its stated conditions have been met.

All refund requests are subject to review. A refund is not automatic merely because a client is dissatisfied, changes their preference or no longer wants the service.

3. Trial Periods and Promotional Guarantees

Where a 30-day money-back guarantee or another trial or promotional refund guarantee is expressly shown at the point of purchase, the guarantee applies only to the product, subscription or service identified there and is subject to the conditions, exclusions and request process displayed with that offer.

Users should review the applicable offer before purchasing and submit a request within the stated period. A trial or promotional guarantee does not automatically apply to every freelance project, digital service, subscription, featured listing or platform fee.

4. Non-Refundable or Restricted Situations

A refund may not be granted where:

• The client has approved and accepted the completed work.
• The project requirements changed after work started and the requested outcome is outside the agreed scope.
• Delays or non-delivery were caused by missing information, files, access, approvals or communication from the client.
• The complaint is based on personal preference rather than the agreed deliverables or acceptance criteria.
• The services were fully delivered and used.
• The request relates to a violation of platform policies by the requesting party.
• A subscription, service, transaction, commission, featured-listing or other platform fee has already been consumed or used, unless the applicable purchase terms state otherwise.
• The request is incomplete, fraudulent, abusive or unsupported by the available project or payment records.

5. Cancellations at Different Project Stages

Cancellation and refund eligibility may vary depending on when the cancellation occurs:

• Before work begins: A refund may be considered under the agreed cancellation terms, subject to any applicable fees or processing costs.
• After work has started: The amount of work completed, deliverables submitted, expenses incurred and applicable project terms may affect the refund decision.
• After a milestone is submitted or approved: Approved milestone funds may be treated separately from remaining unfunded or incomplete milestones. Approval may limit refund eligibility for that milestone.
• After final approval: A refund may not be available for work that has been approved, accepted and used, except where required by the project terms, an applicable guarantee or applicable law.

Users should communicate through Xcrow before cancelling and document any agreed change to the scope, deadline, milestones or payment.

6. Escrow and Payment Protection

Xcrow.co may use escrow or another protected payment system to help create a clearer process for freelancers and clients. Where the applicable project uses this process, funds may remain temporarily held until the relevant milestone or project work is submitted, reviewed and approved, a dispute is resolved, or required security and fraud checks are completed.

Escrow does not guarantee project quality, a refund or a particular dispute outcome. It does not replace a clear agreement. Before funding, both parties should confirm the deliverables, price, deadline, milestones, revision expectations and approval conditions. Xcrow.co may delay a release or refund where payment-provider processing, identity verification, fraud prevention, security checks or suspicious activity requires review.

7. Rejected Work, Revisions and Approval

If submitted work does not meet the agreed requirements, the client should explain the specific issue through Xcrow and request any revisions included in the agreement. The freelancer should respond to reasonable feedback that relates to the original scope.

A request for a new deliverable, a substantially different direction or additional work is a scope change and should be agreed separately. If included revisions are completed and the work still materially fails to meet the agreed requirements, the matter may be reviewed under this policy and the applicable project terms.

Approval confirms that the client accepts the relevant work or milestone. Clients should review deliverables carefully before approving them.

8. Dispute Resolution

If a disagreement arises, the freelancer and client should first communicate through Xcrow and try to resolve it using the project description, agreement, deliverables, milestone requirements and message history.

If the dispute cannot be resolved independently, Xcrow.co may review the available evidence, including project descriptions, agreements, submitted work, communications, milestone status and information provided by both parties. Funds may remain held while the matter is reviewed. Xcrow.co may make a reasonable decision under its policies, but does not guarantee a particular outcome, project quality or user conduct.

9. Refund Request Process

To request a refund, use the official Xcrow support process available through the Contact Us page and provide:

• Project, order or transaction details.
• The reason for the request.
• Relevant project requirements and milestone information.
• Supporting evidence or documentation.
• Relevant communication records, where applicable.

Xcrow.co may request additional information or identity verification. Incomplete, fraudulent or abusive claims may be rejected. Submitting a request does not guarantee approval.

10. Refund Processing Time

Approved refunds may take several business days to process. The time may depend on payment-provider processing, bank or card-issuer policies, verification procedures, currency, international transfers and security checks. Xcrow.co is not responsible for delays caused by third-party payment processors or financial institutions.

11. Fees and Payment Reversals

Transaction fees, service fees, subscription charges, commissions, featured-listing fees and other platform fees may be refundable or non-refundable according to the applicable purchase, project or promotional terms. Any exception or refund guarantee will be stated at the point of purchase or in the relevant agreement.

Users are encouraged to contact Xcrow.co through the Contact Us page before initiating a chargeback or payment reversal. Fraudulent or abusive chargebacks may result in account suspension or termination, restricted platform access, recovery of associated fees or losses, and legal action where applicable.

12. Fraud Prevention

Xcrow.co may investigate suspicious transactions, identity inconsistencies, fake projects, payment abuse and other activity that may compromise platform integrity. Refunds or releases may be withheld while an investigation is ongoing.

13. Policy Updates

We may update this Refund and Returns Policy to reflect operational, legal or service-related changes. Updated versions become effective when published on Xcrow.co. Continued use of the platform after an update constitutes acceptance of the revised policy where permitted by law.

14. Contact Information

For refund requests, cancellations, disputes or payment-related concerns, use the Contact Us page and include the relevant project or transaction details.

Thank you for using Xcrow.co.