Refunds & cancellation
The one guarantee we publish, and exactly what it does and does not cover.
The diagnostic guarantee
If the Bottleneck Diagnostic does not identify at least one opportunity worth three times the cost of the report, we refund it in full.
We can offer that because we qualify before we sell it: if we do not believe there is something worth finding, we say so on the call instead of taking the fee. Ask for the refund within 14 days of the readout, by email to hello@xtma.in.
The diagnostic credit
The diagnostic fee is credited in full against any engagement signed within 90 days of the readout. The Friction Report fee is credited against the diagnostic in the same way.
A credit reduces a future invoice. It is not paid out in cash.
Build and setup fees
- Cancel before work starts: the deposit is refunded in full, less any third-party costs already committed on your instruction.
- Cancel after work starts: we invoice for work completed to that point and refund the balance. We will show you what was completed.
- We do not refund a completed build that met its agreed acceptance criteria. Where it did not meet them, the remedy is that we keep working at no extra cost until it does.
Monthly programmes
- Minimum terms are published on the pricing page: three months on the AI Ops Desk, six on Signal care, Reach, Operations and Watchtower, twelve on care plans and annual agreements.
- After the minimum term, either side may end the programme on 30 days’ written notice. The final month is served and invoiced.
- Fees for months already served are not refundable. Annual prepay is refundable pro rata for whole unserved months, less the discount already taken.
Pass-through costs
Media spend, third-party licences, subscriptions, model usage and hardware are billed at cost and are not refundable once committed or consumed. Hardware follows the manufacturer’s own return policy, which we will tell you before ordering.
How to ask
Email hello@xtma.in with your company name and what you want cancelled or refunded. We acknowledge within one working day and resolve within seven. Approved refunds are returned by the original payment route within 10 working days.
Contact
Write to hello@xtma.in, WhatsApp or call +91 74269 41235.
The next step
Bring us the messy bit.
- What happens today?
- Where does it slow down?
- What is it costing you?
In twenty minutes we will tell you whether there is something worth fixing — and if there isn’t, we will say so. We reply within four working hours.