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Refund Policy

Last updated: December 26, 2024

At Zentryx Studio, we are committed to delivering exceptional design work that exceeds your expectations. We understand that sometimes things don't work out as planned, which is why we have a fair and transparent refund policy.

Our Satisfaction Guarantee: We work with you until you're 100% satisfied with the design. If we can't meet your vision after our revision process, we offer refunds based on the stage of project completion.

1. Refund Eligibility

Refunds are available under the following circumstances:

  • Project Not Started: Full refund if requested before work begins
  • Discovery Phase: 75% refund if cancelled during initial discovery
  • Design Phase: Partial refund based on work completed
  • Development Phase: Limited refund availability
  • Project Completed: No refund after final delivery and approval

2. Refund Schedule

Project Stage Refund Amount Timeframe
Before kickoff call 100% of deposit 5-7 business days
During discovery/research 75% of deposit 7-10 business days
Initial concepts delivered 50% of deposit 10-14 business days
Design revisions in progress 25% of deposit 10-14 business days
Development started Case-by-case basis Upon review
Project completed No refund N/A

3. Non-Refundable Items

The following are not eligible for refunds:

  • Third-party costs (stock images, fonts, hosting, domains)
  • Rush fees for expedited delivery
  • Custom development work after approval
  • Consulting and strategy sessions
  • Projects cancelled due to client-side delays exceeding 60 days

4. How to Request a Refund

To request a refund, please follow these steps:

  • Step 1: Email us at refunds@zentryx.studio with your project details
  • Step 2: Include your reason for requesting a refund
  • Step 3: Our team will review your request within 48 hours
  • Step 4: If approved, we will process your refund via the original payment method

5. Dispute Resolution

We believe in open communication and fair resolution. If you're unsatisfied with our work:

  • First, let us try additional revisions to address your concerns
  • We may offer design alternatives or direction changes at no extra cost
  • If we cannot reach a satisfactory outcome, we will discuss refund options
  • For disputes, we offer mediation through a neutral third party

6. Chargebacks

Before initiating a chargeback with your bank or payment provider, please contact us directly. Chargebacks incur significant fees and may result in:

  • Suspension of current project work
  • Withholding of deliverables until resolution
  • Additional administrative fees

We're confident we can resolve any issues through direct communication.

7. Project Pausing

If you need to pause your project temporarily:

  • Projects can be paused for up to 30 days without penalty
  • Extended pauses (30-60 days) may require a reactivation fee
  • Projects paused over 60 days are considered cancelled
  • Contact us immediately if circumstances change

8. Exceptional Circumstances

We understand life happens. In cases of:

  • Medical emergencies
  • Natural disasters
  • Significant business changes
  • Other force majeure events

We will work with you to find a fair solution, including extended holds or modified refund terms.

9. Quality Guarantee

All our work comes with a 14-day post-launch guarantee:

  • Bug fixes and minor adjustments at no extra cost
  • Browser compatibility issues resolved promptly
  • Performance optimization as needed
  • Documentation and handoff support

10. Contact Us

For refund requests or questions about this policy:

Zentryx FZCO
Dubai Silicon Oasis Free Zone
United Arab Emirates
Email: refunds@zentryx.studio
Response time: Within 48 business hours