Refund & Cancellation Policy
Learn about our refund and cancellation policies for our sprint-based service model.
Last Updated: May 10, 2025
At Heizen, we are committed to delivering high-quality outcomes through our sprint-based service model. Each sprint represents a dedicated phase of work planned, executed, and delivered with client approval. Due to the nature of our services, our refund and cancellation policy is outlined below:
How to Initiate a Refund or Cancellation
Refund or cancellation requests must be submitted in writing via:
Email:
Subject Line:
Refund Request – [Client Name] – [Sprint Number]
Details Required:
Project name, sprint number, date of payment, reason for the request, and any supporting documentation.
We aim to acknowledge all refund requests within 2 business days of receipt.
Refund & Cancellation Eligibility
Due to the time-bound and resource-intensive nature of sprint execution, refunds are generally not provided once a sprint has started. Exceptions may be made under the following strict and limited circumstances:
A. Pre-Sprint Refunds:
- •If a sprint has been paid for but has not yet started, a 100% refund may be issued upon request.
- •The sprint is considered “started” once any preparatory work (research, planning, or task assignment) begins, even if deliverables have not yet been shared.
B. Mid-Sprint Refunds:
- •
Refunds will not be issued if the sprint is in progress or completed, except in cases of:
- ◦Non-delivery of services due to internal operational failure at Heizen.
- ◦Material breach of service scope or timeline not caused by client-side delays or changes.
- •
Partial refunds may be considered only if:
- ◦No more than 25% of the committed sprint work has been completed.
- ◦A formal service review indicates significant deviation from the agreed scope.
C. Post-Sprint Disputes:
- •Once a sprint is marked completed and deliverables are shared and/or approved, no refunds will be issued.
- •Clients are encouraged to provide structured feedback during and immediately after delivery for any adjustments required under our revision policy.
Refund Processing Timeline
If a refund is approved:
- •Processing time: 5–7 business days
- •Refunds will be credited back to the original payment method only.
- •A confirmation email with a refund reference number will be issued once processed.
Important Notes
- •Heizen reserves the right to deny any refund request that does not meet the above criteria.
- •Sprint timelines and approvals are tracked via our internal project management tools and client communication records.
- •Cancellation of upcoming sprints must be communicated at least 48 hours prior to the planned start date.
For any questions regarding this refund policy, please contact us at admin@heizen.work. We are committed to resolving all concerns fairly and transparently.