Thank you for choosing A to Z Xperts. We provide custom, intangible services (website development, branding, digital marketing, animation, app development, etc.). Because of the nature of our work, refunds must be handled carefully to balance fairness to clients and protection for our business. By engaging our services or entering into a contract, you (“Client”) agree to the terms below.

1. Scope & Applicability

1. This policy applies to services provided by AtozXperts (logo design, website development, digital marketing, video & 3D animation, app development, content writing, social media marketing, etc.).
   
   
2. Unless explicitly stated, this policy does not apply to physical goods.
   
   
3. This policy is supplemental to your Service Agreement / Statement of Work / Contract. If there is any inconsistency, the contract terms take precedence, provided they comply with applicable law.
   
   

2. Cancellation & Termination

1. Client-Initiated Cancellation
    a. If the Client cancels before any meaningful work has begun, we may refund amounts paid (if any), less minimal administrative costs or third-party fees already committed.
    b. If the Client cancels after work has begun, the Client is responsible for payment for work completed, resources used, and reasonable overhead costs. Any remaining balance may, at our discretion, be refunded or credited after deducting incurred costs.
   
   
2. Agency-Initiated Cancellation
    If we cancel (rarely), we will refund payments for undelivered portions of work after deducting reasonable, documented costs incurred up to the cancellation.
   
   
3. Recurring / Subscription / Retainer Services
    a. Client must give 30 days’ written notice to terminate recurring services (e.g. monthly marketing, social media management).
    b. Payments for the current month in which cancellation notice is given are non-refundable.
    c. No refunds for past months once work has been delivered or actions executed.
   
   
4. Acceptance & Use
    Once a deliverable is formally accepted by the Client (explicit acceptance, or using it in production, publishing, deployment, etc.), no refund is allowed for that deliverable.
   
   

3. Refund / Adjustment Conditions & Exceptions

We may consider refunds or partial refunds only if:

• We materially fail to deliver the agreed scope of work under the contract, and after a written notice and a reasonable cure period, we fail to remedy the issue.
  
  
• There is a demonstrable accounting error or duplicate billing on our part.
  
  
• Other exceptional, documented circumstances, subject to mutual agreement.
  
  

We may refuse a refund (or limit it) if:

• The Client delayed or failed to provide required inputs (content, feedback, approvals) that hindered performance.
  
  
• The issues claimed resulted from scope changes or new requirements initiated by the Client.
  
  
• The deliverables have already been used, deployed, published, or accepted by the Client.
  
  
• The claim was not made within a prescribed timeframe (see Section 5).
  
  

4. Calculation & Method of Refund / Credit

1. If a refund is approved, the refundable amount will be calculated by subtracting from payments made:
   
   

• Costs already incurred (staff hours, subcontractors, tools/licenses)
   • Third-party expenses (stock media, server & hosting fees, software licenses)
   • Reasonable overhead and administrative costs

1. The balance (if any) may be refunded or issued as a credit toward future services, at our discretion.
   
   
2. Refunds (where made) will be processed within 14 business days via the original payment method (credit card, bank transfer, digital wallet, etc.).
   
   
3. We reserve the right to deduct processing/transaction fees or handling costs from the refund.
   
   

5. Claim Notification & Deadlines

1. The Client must submit any refund or adjustment request in writing (email or formal notice) within 15 calendar days after receiving a deliverable. After that, the right to claim expires.
   
   
2. Upon receipt, we will evaluate and respond within 7 business days.
   
   
3. We may request additional documentation or discussion to clarify the issue.
   
   
4. If we cannot reach agreement, any dispute will follow the dispute resolution mechanism in your contract (e.g. mediation, arbitration, litigation).
   
   

6. U.S. Legal Requirements & Important Notes

1. FTC Cooling-Off Rule
   The U.S. Federal Trade Commission (FTC) has a “cooling-off rule” that gives certain consumers a 3-day right to cancel certain sales (over $25) made at locations other than the seller’s regular place of business (e.g., sales made at your home, trade shows, etc.).
   
   
   • This rule generally does not apply to sales made entirely online, by mail, or over the phone.
     
     
   • However, to the extent applicable, we must disclose your cancellation rights and allow for refunds under that rule.
     
     
2. State Laws & Variability
   — Refund and consumer protection laws vary by state (each U.S. state may impose additional obligations).
   — Some states require conspicuous posting of refund/return policies and disclaimers.
   — This policy should be supplemented or adapted to comply with the laws of the states where you operate and where your clients reside.
   
   
3. No Overriding of Statutory Rights
   This policy cannot waive or override non-waivable statutory consumer rights under U.S. federal or state law. Where such law grants greater rights than this policy, those rights prevail.
   
   

7. No-Waiver & Severability

• Our failure to enforce any right or term here does not constitute a waiver of that right in the future.
  
  
• If any part of this policy is determined invalid or unenforceable under applicable law, that portion is severed and the remainder stays in effect.
  
  

8. Force Majeure

We are not responsible for delays or failures caused by events beyond our control (natural disasters, internet outages, third-party service failures, etc.). In such cases, refunds may be limited or disallowed, in accordance with the contract.

9. Amendments & Updates

We reserve the right to update or revise this policy. The version with the newest “Last Updated” date applies to new projects or contracts (unless otherwise expressly agreed in writing).