Terms and Conditions

1. General Terms

• By accessing or using the XMATE Sketch Lab website and services, you agree to be bound by these Terms and Conditions. These terms constitute a legally binding agreement between you and XMATE Sketch Lab.

  XMATE Sketch Lab offers digital sketching services tailored for damage assessment, insurance claims, and related workflows. All sketches are formatted specifically for compatibility with Xactimate software and are intended for professional use in restoration, repair, and insurance-related processes.

• XMATE Sketch Lab provides digital sketches for use in damage assessment, insurance claims, and related professional workflows. Our services include sketches for interiors, roofs, and exteriors, including essential measurements and layout specifications to support documentation and evaluation needs.

• Completed projects are delivered in ESX format by default. Upon request, we may also provide SKX and PDF versions. Other file formats are not supported.

• While we ensure that all deliverables are prepared to standard specifications, XMATE Sketch Lab is not responsible for issues related to software compatibility, user-specific settings, or changes occurring during the file transfer or import process. It is the client’s responsibility to verify compatibility with their version of Xactimate or related software and to check all settings upon receiving and opening the files.

• Our sketches are intended solely for use in support of insurance claims, damage assessment, and related planning activities. They are not architectural, structural, or engineering documents and should not be used for construction or permitting purposes. Clients must ensure appropriate use of the provided materials in accordance with local laws and regulations.

• Customers must provide all necessary project information when placing an order, including but not limited to: resource links, reference plans, scope details, and any specific instructions. Incomplete or vague submissions may result in delays or a request for clarification.

• Our standard turnaround time is 24 to 48 business hours, calculated from the time a complete and properly submitted order is received. Business hours are defined as Monday through Friday, excluding weekends and official holidays. Depending on workload and project scope, some orders may be completed within a few hours or by the end of the same business day, supporting uninterrupted workflow for our clients.

• Please note that order processing may be delayed or temporarily suspended on Saturdays, Sundays, and recognized public holidays. During these periods, project delivery timelines may extend beyond the typical turnaround estimates. Customers are encouraged to consider these non-working days when planning time-sensitive submissions.

• Customers cannot modify submitted orders directly through their account dashboard. Any changes or updates to an existing order must be requested via our contact form or by email. All modifications are subject to review and approval. Please note that significant changes may affect both the turnaround time and the final cost of the project.

• All payments must be completed at checkout or through other officially supported platforms where our store is represented. These may include verified payment services or third-party platforms used by XMATE Sketch Lab. Orders placed outside of our website are accepted only if processed through approved and secure channels directly managed by us.

  We do not accept payments through unofficial, unverified, or user-suggested methods. All payment activity must be trackable and verifiable for the order to proceed.

• Prices for our services are subject to change at any time without prior notice. However, once an order is placed, the price at the time of checkout will remain fixed for that order and will not be affected by future adjustments.

• Discounts and promotional offers may be available from time to time. This information may be published on our website and/or selectively on our official social media pages. Please note that not all discounts are published across all platforms.

  In addition, if our services are offered through other official platforms (such as digital marketplaces or partner websites), promotional pricing or discounts may also be available there. The availability and terms of such promotions are determined on a case-by-case basis and may vary depending on the platform.

  Promotions do not apply to orders that have already been placed or completed, regardless of when the discount was announced.

• Due to the digital nature of our services and the custom work involved in each project, refunds are not automatically granted. Requests for a refund will be considered only under specific circumstances.

  Each case will be reviewed individually by our team to determine the appropriate resolution. You may be asked to provide supporting documentation, such as screenshots, descriptions of the issue, or other relevant information to assist in the evaluation.

  Please note that dissatisfaction based on subjective expectations or a change of mind after project delivery does not constitute valid grounds for a refund. We encourage all customers to review their order carefully and contact us in advance if any clarification is needed before purchase.

  By placing an order, you agree to this refund policy and acknowledge that a refund is not guaranteed and will be issued only at our sole discretion based on the merits of the case.

• Project files will only be delivered after full payment and/or confirmation of full payment has been received.

  Acceptable forms of confirmation may include a payment receipt, a transaction record link (if trackable online), or other verifiable proof showing that the payment was successfully made to us as the intended recipient. If confirmation is requested and not provided, the project will remain on hold until payment is verified.

  By completing your purchase, you acknowledge that project delivery is conditional upon confirmed and/or verified payment. Any delays in payment confirmation may result in corresponding delays in the fulfillment of your order.

• Completed project files will be made available for download through the customer’s account, under the “Attachments” section. Customers will also receive an automated email notification once the files are ready.

• Files will only be delivered after full payment has been received and/or confirmed. If the payment is not verified through our system, customers may be required to provide acceptable proof of payment before the files are released.

• XMATE Sketch Lab is responsible for ensuring that completed project files are made available in the customer’s account and that an email notification is sent upon delivery.

  However, it is the customer’s responsibility to regularly check their account and email for updates, and to download the files once they are available. XMATE Sketch Lab is not liable for delays caused by missed email notifications, failure to check the customer account, or delays in downloading the files after delivery has been completed.

• Completed project files will be stored in your account for up to 90 calendar days from the date of delivery. You will receive a notification email when your project is ready for download. It is your responsibility to download and securely store these files within this period.

  After 90 days, files may be permanently deleted from our system without further notice. XMATE Sketch Lab does not guarantee re-delivery of files once removed. We strongly recommend timely download and backup of all project files to avoid loss of access.

• Minor revisions can be requested within a specified time frame after project delivery. These changes must fall within the original scope of the order and will be made without additional charges, provided they do not significantly alter the initial project.

• Requests for significant changes that alter the scope or details of the original order may require placing a new order. Such revisions may incur additional fees based on the extent of the requested modifications.

• All revision requests must be submitted via email or the designated contact form. Changes cannot be made directly through the customer account interface to ensure proper review and tracking.

• Requests for minor revisions must be submitted within 14 calendar days from the date you receive notification that the project is complete and available for download. After this period, the project is considered accepted as delivered, and further changes will be treated as new orders, subject to additional charges.

  In exceptional cases, an extension of this revision period may be granted upon prior agreement. However, such extensions are offered at our discretion and must be requested before the original deadline expires.

  Please review your project promptly to ensure timely feedback and avoid unnecessary delays.

• XMATE Sketch Lab commits to delivering sketches according to the specifications and information provided by the customer. We strive to ensure high-quality and professional results based on the submitted data.

• XMATE Sketch Lab does not guarantee the accuracy, completeness, or correctness of any information, measurements, or specifications supplied by the customer. The responsibility for providing accurate and complete data lies solely with the customer.

• XMATE Sketch Lab shall not be held liable for any decisions, damages, losses, or outcomes arising from the use, interpretation, or implementation of the sketches in any projects, including any alterations or modifications made by the customer or third parties after delivery.

• To the fullest extent permitted by law, XMATE Sketch Lab’s total liability related to the services or sketches provided is limited to the amount paid by the customer for the specific order in question.

• XMATE Sketch Lab highly values the privacy and trust of our customers. All personal data and information provided during the ordering process are treated as strictly confidential. Such information is used exclusively for order processing, service delivery, and customer support.

• We do not sell, rent, or share customer personal information with third parties without explicit consent. Disclosure of customer information may only occur if required by law, legal process, or government request.

• XMATE Sketch Lab reserves the right to use completed sketches and project visuals — including house plans, roof designs, and exterior plans — in non-identifiable image formats such as screenshots, previews, or low-resolution samples. These materials may be displayed on our website, social media channels, and marketing collateral to showcase our work.

• When using project visuals for promotional purposes, any client-specific identifying details, such as client names, addresses, or other sensitive information, will be removed or anonymized to protect customer privacy.

• XMATE Sketch Lab reserves the right to update, amend, or modify these Terms and Conditions at any time, at our sole discretion, without prior notice to customers.

• All changes become effective immediately upon being posted on this website. The page will display the “Effective Date” to indicate the date when the current Terms and Conditions came into force. Continued use of our services after changes have been posted constitutes acceptance of the updated Terms and Conditions.

• Customers are responsible for regularly reviewing the Terms and Conditions to stay informed of any updates or modifications.

• While we are not obligated to provide direct notifications, XMATE Sketch Lab may notify customers of significant changes via email or website announcements at our discretion.

• The latest version of the Terms and Conditions posted on our website shall govern all orders, transactions, and interactions between XMATE Sketch Lab and its customers.

• Changes to the Terms and Conditions do not apply retroactively to orders or agreements finalized prior to the update unless explicitly stated.