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Refund policy

This policy covers purchases from the Xrossly store at shop.xrossly.com. It applies to every product sold there, including products added later. Last updated 21 October 2026.

Your rights under the Australian Consumer Law stay in place. This page does not remove them.

How to ask

Email info@xrossly.com with your order number and what is wrong. You can also reply to the order email from Hostinger. Xrossly replies within 2 business days.

If a refund is agreed, it is the amount you paid, sent to the same card or payment method, within 10 business days.

If something is wrong

A problem means the file never arrives, will not open, is missing a part described at checkout, or custom work does not follow the details you sent. Xrossly will fix it. If the problem is serious, you can choose a refund instead of a fix. A serious problem includes a paid item that was not provided, or a file that cannot be used for the purpose it was sold for.

Digital downloads

You receive the files described on that product. If those files are faulty or not what was described, the section above applies.

Changing your mind after you have a working copy is not a fault. Xrossly does not refund a change of mind on a working download.

Custom products

The product description states the delivery time and how many revisions are included. You can have a full refund if you cancel before work on that order has started.

If the work does not follow the details you sent, is missing a promised part, or is not sent within the stated time, Xrossly corrects it. You can choose a refund instead if the failure is serious.

If the work did follow the details you sent and you want different wording, that is a revision, and only when the product includes one.

A wrong detail that you supplied is corrected from the right information you send. That correction uses an included revision. It is not a refund.

GuestReady

GuestReady Kit includes one revision. The draft is emailed within 3 business days after your property brief is complete. The rules above apply to that kit. The GuestReady DIY template is a digital download, so the download rules above apply to it.

Contact

Xrossly. Email info@xrossly.com. The purchase terms are on the terms page.