Payment policy
Refunds, cancellations and payment records
A practical policy for the money flows Xtiitch actually supports: Paystack checkout, business-owned fulfilment, bespoke deposits, package subscriptions and dispute records.
For customers
Order refunds and cancellations
Customers see the same basic rule everywhere: the business owns the order, Xtiitch records the workflow, and provider-confirmed reversals are reflected in the platform.
Where payments go
Customer payments are processed by Paystack and settle to the fashion business that accepted the order. Xtiitch does not hold customer money, run escrow, keep wallet balances or store raw card details.
Refund requests
A customer starts a refund request with the business that owns the order. The business reviews the order state, work already completed, delivery status and customer communication, then confirms whether a provider refund or direct resolution is appropriate.
When a refund is expected
A refund or reversal is expected when a duplicate or incorrect charge is confirmed, a business cancels before work begins, an unavailable item was paid for, or the business confirms it cannot fulfil the paid order.
Bespoke deposits
Custom-order and home-visit deposits reserve work, materials, time or a measuring slot. Once measurement work, cutting, sourcing or visit preparation has started, the deposit is not automatically refundable unless the business approves an exception or caused the cancellation.
Ready-made cancellations
A ready-made order can be cancelled before the business starts fulfilment or dispatch. Once the item is prepared, dispatched or collected, the customer must resolve changes with the business under the business's own garment policy.
Visit changes
Home-visit bookings are moved or cancelled by contacting the business. If a paid visit is cancelled by the business, the customer should receive a new slot or an approved refund path. If the customer misses the slot, the business may keep the deposit.
For businesses and operators
Subscriptions, disputes and audit trail
Business package changes, failed renewal handling, disputes and reward reversals stay visible to admins without turning Xtiitch into an escrow or wallet.
Subscription renewal
Paid business packages renew on their billing cycle until cancelled or downgraded. Failed renewal attempts can put a subscription into grace or past-due status, and expired grace periods move the business back to the Free package.
Business cancellation
When a paid package is cancelled by an owner, an operator or an expired grace sweep, the business returns to the Free package. Paid package limits and fee settings no longer apply as current entitlement after cancellation.
Chargebacks and disputes
If Paystack or a card network opens a dispute, Xtiitch can review the payment record, order trail, customer communication, promotions, referrals and affiliate attribution. Reversed payments can void related rewards and commissions.
Operator audit trail
Admin reversals, dispute decisions, reward voiding and subscription changes are recorded with operator identity and reason. The record exists so support, finance and business owners can inspect what changed.
No funds held by Xtiitch
Xtiitch records the workflow, but the refund movement itself happens through the payment provider or the business's agreed direct channel. The platform does not pay customers from an escrow balance.
Legal approval gate
This launch policy must still receive final legal and owner approval before live public payments. Product readiness can show that the policy exists, but legal sign-off remains a separate launch gate.