1. Overview
This Refund Policy outlines GrowZen's policy regarding refunds for our digital services. Please read this policy carefully before engaging our services. By using our services, you agree to this refund policy.
2. Nature of Digital Services
GrowZen provides digital services including but not limited to:
- E-commerce website development and design
- Custom coding and programming
- Digital marketing services
- SEO and optimization services
- Consultation and strategy services
- Support and maintenance services
These are custom, bespoke services tailored to each client's specific needs. Once work has commenced, significant resources, time, and expertise have been invested in your project.
3. General Refund Policy
For digital services, refunds are generally not applicable once work has started or a milestone has been reached. This policy is in place because:
- Digital services are custom work that cannot be "returned"
- Work begins immediately upon project commencement
- Resources and time are allocated specifically to your project
- The work product is unique to your requirements
4. Refund Eligibility
4.1 Before Work Commences
If you cancel your project before any work has commenced and within 48 hours of signing the Service Agreement, you may be eligible for a full refund of any deposit paid, minus any administrative fees (if applicable).
4.2 After Work Commences
Once work has started or a milestone has been reached, refunds are not available. This includes:
- After the initial deposit has been used to begin work
- After any project milestone has been completed
- After deliverables have been provided, even if not yet approved
- After consultation sessions have been conducted
4.3 Service Agreement Terms
Specific refund terms may be outlined in your individual Service Agreement. The terms in that agreement take precedence over this general policy.
5. Payment Milestones and Refunds
Our projects are typically structured with payment milestones:
- Initial Deposit: Required to commence work. Non-refundable once work begins.
- Milestone Payments: Due upon completion of specific project phases. Non-refundable once the milestone is completed.
- Final Payment: Due upon project completion. Non-refundable once deliverables are provided.
Payments made for completed milestones or completed work are not eligible for refunds.
6. Exceptional Circumstances
In exceptional circumstances, we may consider refund requests on a case-by-case basis, such as:
- If we are unable to deliver the agreed services due to circumstances beyond our control
- If we materially breach the Service Agreement and are unable to remedy the breach
- If there is a fundamental error in the service description that was not apparent at the time of agreement
Any such refunds will be calculated based on the work completed and will be at our sole discretion. We reserve the right to deduct costs for work already performed.
7. Revisions and Corrections
If you are not satisfied with the work delivered:
- We will work with you to make revisions within the scope of the original agreement
- Revisions are included as specified in your Service Agreement
- Additional revisions beyond the agreed scope may incur additional fees
- We are committed to ensuring your satisfaction within the project scope
Revisions and corrections are not grounds for refunds. We will work diligently to address any concerns and deliver work that meets the agreed specifications.
8. Subscription and Recurring Services
For ongoing subscription or recurring services (e.g., monthly support, maintenance, or marketing services):
- You may cancel your subscription at any time with appropriate notice (typically 30 days)
- No refunds are provided for services already rendered during the current billing period
- Future billing periods will be cancelled upon receipt of cancellation notice
- Any prepaid amounts for future periods may be refunded at our discretion
9. Chargebacks and Disputes
If you initiate a chargeback or payment dispute:
- We will provide evidence of work completed and services rendered
- This policy will be provided as evidence of our refund terms
- We reserve the right to pursue all available legal remedies
- Future services may be suspended until the dispute is resolved
10. Right to Withdraw (UK Consumer Rights)
Under UK Consumer Contracts Regulations, you have the right to cancel within 14 days of entering into a contract. However, this right is lost if:
- You have expressly requested that we begin providing services before the 14-day period ends
- The service has been fully performed
If you request that we begin work immediately, you acknowledge that you will lose your right to cancel once the service has been fully performed.
11. Process for Refund Requests
If you believe you are eligible for a refund:
- Contact us in writing at refunds@growzen.co.uk
- Provide your project reference number and Service Agreement details
- Explain the circumstances and reason for your refund request
- We will review your request within 14 business days
- We will respond with our decision and explanation
Approved refunds will be processed within 14 business days of approval, using the same payment method used for the original transaction.
12. No Guarantee of Results
We do not guarantee specific business results, revenue increases, or performance metrics. Refunds will not be provided based on:
- Not achieving expected business results or revenue goals
- Changes in market conditions or industry trends
- Third-party platform changes or limitations
- Factors beyond our control
13. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. The policy in effect at the time of your service agreement will apply to your project.
14. Contact Us
If you have questions about this Refund Policy, please contact us: