Digital projects involve reserved time and work delivered in stages. This policy explains how refund requests are considered unless your written project agreement provides different terms.
1. Cancellation before work begins
If you cancel before work has begun and before project resources have been committed, you may request a refund of amounts paid, less any non-refundable transaction fees or third-party costs already incurred.
2. Work already in progress
If work has started, we may deduct the value of discovery, planning, design, development, meetings or other work already completed, together with committed costs. Any remaining eligible balance will be explained as part of the cancellation review.
3. Approved milestones and completed work
Payments for completed, delivered or approved milestones are generally not refundable. We will first use the agreed review and correction process to address a confirmed issue within the approved scope.
4. Third-party charges
Domain registrations, hosting, licences, subscriptions, transaction charges and other external provider costs are subject to the provider’s rules and are not refundable by Zentix Digital Services once purchased or committed.
5. Duplicate or incorrect payments
If you believe you made a duplicate payment or paid an incorrect amount, contact us promptly with the payment date, amount and reference. We will review the transaction and explain the available resolution.
6. How to request a review
Email zentixdigitalhub@gmail.com or message us on WhatsApp at 020 498 8333. Include your name, project or service, payment date, amount and reason for the request. Do not send card PINs, passwords or one-time codes.
7. Processing
Approved refunds are returned through an available appropriate method. Bank or payment-provider processing times may apply after a refund is issued.