Refund & Cancellation Policy

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:

1. How to Initiate a Refund or Cancellation

Refund or cancellation requests must be submitted in writing via:

  • Email: admin@heizen.work
  • 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.

2. 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.

3. 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.

4. 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.

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