Refund Policy

1. General Policy Scope

This policy applies to all clients, projects, retainers, and milestone contracts. It defines the limits and terms under which refunds may be requested or processed for our agency service offerings.

2. Non-Refundable Deliverables & Services

Due to the highly customized nature of our creative and technical efforts, the following services and items are strictly non-refundable:

• Custom Creative Work: Completed graphic designs, branding guides, social assets, and finalized video edits.
• Launched Code: Custom website builds, custom software modules, databases, and application code deployed to staging or production servers.
• Platform Ad Spend: Any money spent directly on advertising networks (Meta Ads, Google Ads, TikTok Ads). We do not control and cannot refund ad network billing.
• Consulting & Strategy: Time spent conducting research, marketing audits, writing ad scripts, and compiling campaign strategies.

3. Refund Eligibility & Deposits

Refund eligibility depends on the stage of the project:

• Prior to Project Kickoff: If a client pays a project deposit but requests cancellation in writing before Zenovate Solutions begins discovery meetings, research, or asset design, they are eligible for a refund of the deposit, minus a 10% administrative and processing fee.
• During Active Project Phases: If a client requests cancellation mid-project, work completed up to that point will be calculated on an hourly basis (or milestone percent). The remaining unearned portion of any advance payment will be refunded. If completed milestones exceed the deposit, the client is responsible for paying the outstanding balance.
• Monthly Retainers: Monthly retainer packages (e.g. ongoing social management, monthly ad optimization) require 14 days written notice before the next billing cycle for cancellation. Retainer fees for the current month are non-refundable.

4. How to Request a Refund

To submit a formal request for service cancellation and refund evaluation, please perform the following:

• Send an email to our billing team with the subject line "Refund Request - [Your Company Name]".
• Detail the project name, the invoice number, the reasons for requesting cancellation, and specific issues or dissatisfactions, if any.
• Attach copies of relevant project milestones, communication transcripts, or billing logs.

5. Processing Timeline

Once a refund request is received, our management and billing teams will audit project files, work logs, and deliverables within 5 to 7 business days. We will notify you of the final outcome and approved refund amount. Approved refunds are processed via the original payment method (bank transfer, card payment, or Stripe transaction) and may take 5 to 10 additional business days to clear, depending on banking institutions.