Refund Policy

Last updated: [DATE OF PUBLICATION]

Thank you for choosing Mahazen.digital, a trading name of Mahazen Labs (PVT) Ltd ("we", "us", "our"). We build custom software and provide digital services, and we want every engagement to be clear and fair. This Refund Policy explains when refunds are available for payments made to us through our website or against invoices we issue, and how to request one.

1. Scope

This policy applies to all payments for software development, consulting, design, maintenance, hosting, and other digital services provided by Mahazen Labs (PVT) Ltd, trading as Mahazen.digital. Where a signed proposal, statement of work, or contract sets out different payment or refund terms, those written terms take precedence over this policy.

2. Deposits and Payments

Unless stated otherwise in a proposal or invoice, project work begins after we receive an initial deposit of [X]% of the agreed fee. The remaining balance is invoiced in milestones or on completion, as specified in the proposal. Invoices are due within [X] days of issue.

3. Cancellations

You may cancel a project or service by written notice to info@mahazen.digital. The refund you receive depends on how far the work has progressed:

Before work starts: we refund the full amount paid, less any non-refundable third-party costs we have already incurred on your behalf.
After work has started: the deposit is non-refundable. We refund payments for work not yet performed, calculated against the milestones in your proposal. Work completed up to the cancellation date is charged at the agreed rate.
After delivery or final acceptance: no refund is available for delivered work.

4. Non-Refundable Items

The following are non-refundable:

Deposits once work on a project has started.
Work that has been delivered and accepted, or that has been used in production.
Third-party costs already paid on your behalf, such as domain names, hosting, software licenses, and API or subscription fees.
Custom work delivered in line with the approved specification, where the change request is due to a change in your requirements.
Payment processing fees charged by our payment provider, where applicable.

5. Defective Work and Service Failures

If a deliverable does not materially match the agreed written specification, please tell us within [X] days of delivery. We will investigate and, at no additional cost, correct the issue within [X] revision rounds. If we are unable to resolve the issue within a reasonable time, we will offer a partial or full refund proportional to the part of the work that does not meet the specification.

6. How to Request a Refund

Send your request to info@mahazen.digital with the subject line "Refund Request". Please include your name, the invoice or order reference, the amount paid, and the reason for the request, along with any supporting details. We will acknowledge your request within [X] business days and let you know the outcome.

7. Processing Time

Approved refunds are processed within [X] business days to the original payment method. Depending on your bank or card issuer, it may take a further [X] business days for the refund to appear in your account.

8. Chargebacks

If you have a concern about a charge, please contact us first so we can try to resolve it. Initiating a chargeback without contacting us may delay the resolution and may result in suspension of services until the dispute is settled.

9. Changes to This Policy

We may update this Refund Policy from time to time. The updated version will be posted on this page with a revised "last updated" date. Changes do not affect payments already made under a signed agreement.

10. Contact Us

For questions about this Refund Policy, email info@mahazen.digital.