Refund & Cancellation Policy

This Refund and Cancellation Policy applies to all service engagements with Zinez LLC. By signing a service agreement with Zinez, you agree to the terms set out in this Policy. All refund and cancellation matters are also governed by the specific terms of your signed service agreement, which takes precedence in the event of any conflict.

1. Deposits

All deposits paid to Zinez are non-refundable under all circumstances. Deposits represent Zinez's commitment to schedule and resource your project, and compensate for the preparation time invested prior to project commencement. This applies to:

• Project deposits on Fixed-Price agreements
• Discovery phase fees on Custom Development and ERP agreements
• First month's payment on Retainer agreements

Deposits are non-refundable regardless of the reason for cancellation, including if the client chooses not to proceed after discovery, if the project is cancelled before work begins, or if the client's business circumstances change.

2. Project Cancellation by Client

If a client cancels a project after work has commenced:

• The client is liable for payment of all work completed through the cancellation date, calculated at the agreed hourly rate or pro-rated milestone value
• Any amount owed in excess of the deposit is immediately due upon cancellation
• Incomplete work product remains the property of Zinez LLC until all outstanding amounts are paid in full
• Zinez will provide all completed work product upon receipt of full payment for work performed

3. Project Cancellation by Zinez

If Zinez cancels a project without cause:

• Zinez will refund the pro-rated unused portion of any prepaid milestone fees
• Compensation will be deducted for all work completed to the cancellation date
• All completed work product will be delivered to the client

4. Retainer Cancellation

• Either party may cancel a retainer after the minimum term with thirty (30) days written notice
• Prepaid retainer fees for the current month are non-refundable upon cancellation
• Unused retainer hours in any month do not carry over and have no cash value

5. Discovery Phase - Custom Development

• Discovery phase fees are non-refundable in all circumstances
• If the client chooses not to proceed to Phase 2 after receiving the Requirements Document, the discovery fee is retained by Zinez in full
• This compensates Zinez for the time, expertise, and resources invested in the discovery and requirements process

6. Refund Eligibility

7. Dispute Resolution

If you believe a refund is warranted in circumstances not covered above, please contact us in writing at legal@zinezhq.com. We will review your request within five (5) business days. If we are unable to reach resolution, the dispute is subject to the dispute resolution process in your service agreement.

8. Contact

For questions about this Policy:
Zinez LLC
Email: legal@zinezhq.com
Website: zinezhq.com/contact