This policy applies to services purchased directly from ZIVOX. It does not override the specific terms in a signed proposal or agreement, which always take precedence.
Scope
This policy applies to design, development, marketing, automation, software and related service engagements. It does not apply to third-party costs paid directly by you to a provider (for example domain registration or hosting purchased in your own name).
Cancellation by the client
You may cancel an engagement in writing at any time. On cancellation:
- Work completed and approved up to the cancellation date remains payable.
- Any non-recoverable third-party costs already incurred remain payable.
- Any amount paid for work not yet performed may be refunded, less completed milestones.
Cancellation is effective when we confirm receipt in writing.
Refund eligibility
| Stage | Position |
|---|---|
| Before work begins | Full refund of amounts paid for work not started, less any non-recoverable third-party costs. |
| During a milestone | Pro-rata assessment of completed work; the balance is refundable. |
| After a milestone is approved | Amounts for the approved milestone are not refundable. |
| After final delivery and handover | Not refundable, except where a genuine defect is not remedied as described below. |
| Subscription or retainer services | Refundable for the unused portion of the current period at our discretion, unless stated otherwise in the agreement. |
Defective deliverables
If a deliverable does not materially match the agreed specification, notify us in writing within 14 days of delivery, describing the discrepancy specifically. We will investigate and, where the deliverable does not match the agreed specification, correct it at no additional charge. If we cannot correct it within a reasonable period, a refund of the relevant amount may be issued.
This does not apply to:
- requests to change the scope after approval;
- differences of taste or preference that were not part of the agreed specification;
- issues caused by third-party systems, hosting or services outside our control;
- changes you or a third party made to delivered work.
Non-refundable items
- Third-party costs already incurred (domains, hosting, licences, stock or paid assets).
- Work delivered and approved.
- Rush or priority surcharges where the expedited work was performed.
- Consultation fees where the consultation took place.
How to request a refund
Email info@zivox.co.in with: your name, the project or invoice reference, the amount requested, and the reason. Alternatively use our Report an Issue form and select "Billing".
We acknowledge refund requests within a reasonable period and aim to complete assessment within 14 working days. Approved refunds are returned using the original payment method where possible, within 7–14 working days of approval. Bank processing times may add further delay.
Cancellation by ZIVOX
We may cancel an engagement where: required information or approvals are not provided despite reasonable requests; payment is substantially overdue; the engagement would require us to act unlawfully or unethically; or a conflict of interest arises. In such cases, amounts paid for work not performed are refunded.
Disputes
If you are dissatisfied with the outcome of a refund assessment, you may raise a formal complaint through our Grievance Redressal process.
This document is provided for transparency and general information. It does not constitute legal advice. ZIVOX's approach is designed to support compliance with applicable Indian data-protection requirements and to be improved over time.
Questions about this document? Email info@zivox.co.in or use our Grievance Redressal process.