Refund & Returns Policy.

Zenpixl provides custom software development services, including SaaS product development, AI-driven applications, enterprise systems, and related technical consulting. As a provider of professional digital services, our work involves the allocation of time, expertise, and resources that cannot be "returned" in the traditional sense.

This Refund and Returns Policy outlines our approach to payment, cancellations, and refunds in a transparent and fair manner. We encourage all clients to review this policy before entering into an engagement.

All refund requests are handled on a case-by-case basis in accordance with this policy and the terms outlined in your project agreement or contract.

Software development is a services-based profession. Work performed — including planning, architecture, design, coding, testing, and deployment — represents an irreversible investment of professional time and intellectual effort.

As such, completed work cannot be "returned". Unlike physical goods, delivered code, systems, or documentation cannot be physically handed back or resold. Once a milestone or deliverable has been completed and delivered, the associated fees are non-refundable unless otherwise agreed in writing.

Our projects are typically structured using one of the following billing methods, as agreed in your project contract:

a) Milestone-based billing
The project is divided into clearly defined milestones. Payment is due upon successful delivery and approval of each milestone. Completed milestones are non-refundable.

b) Hourly billing
Work is billed based on hours logged and tracked. Hours already worked are non-refundable. Invoices are issued weekly or bi-weekly depending on the engagement.

c) Retainer agreements
Monthly retainer fees are billed in advance at the start of each billing period. Unused retainer hours in a given month are non-refundable unless explicitly stated in your retainer agreement.

d) Fixed-price projects
An agreed total price is charged for a defined scope of work. Any deposit or upfront payment is non-refundable once work begins. Remaining payments are due at agreed milestones or on project completion.

Most new projects require a deposit (typically 30–50% of the total agreed project cost) before work begins. This deposit:

• Confirms your commitment to the project and reserves our team's time
• Covers initial planning, architecture, and setup work
• Is non-refundable once work has commenced

If a project is cancelled by the client before any work has begun (within 48 hours of payment), we will issue a full refund of the deposit at our discretion. Requests must be submitted in writing to info@zenpixl.com.

Cancellation by the client:
Clients may cancel an ongoing project at any time by providing written notice. Upon cancellation:

• All work completed to the date of cancellation is billable and non-refundable
• Any partially completed milestone will be invoiced based on percentage of completion, assessed at Zenpixl's professional judgment
• All deliverables completed and paid for up to that point will be handed over to the client
• Any pre-paid amounts for future milestones not yet started will be refunded within 14 business days

Cancellation by Zenpixl:
Zenpixl reserves the right to terminate an engagement if a client engages in abusive behaviour, violates the project agreement, or fails to make payment. In such cases, payment for all completed work remains due. If Zenpixl terminates a project for reasons unrelated to client behaviour or breach, we will refund pre-paid amounts for work not yet started.

A refund may be considered in the following limited circumstances:

• Duplicate payment: If you have been charged twice for the same invoice, we will refund the duplicate payment promptly upon verification
• Overpayment: If you have paid more than the agreed amount, the excess will be refunded or credited to future work
• Pre-paid work not started: If work has been paid for in advance but has not yet commenced, and the project is being cancelled, the unused portion will be refunded
• Material non-delivery: If Zenpixl fails to deliver agreed work without reasonable explanation or remedy within a mutually agreed extension period

Refunds are not issued for:

• Work already completed and delivered
• Change of mind after work has begun
• Delays or scope changes caused by the client (late feedback, shifting requirements, lack of access)
• Dissatisfaction with results where the work was delivered as scoped and agreed
• Third-party costs incurred on your behalf (server costs, domain registration, API subscriptions, etc.)

We are committed to delivering work that meets the agreed scope and quality standards. Revision rounds are typically defined in your project agreement. Revisions within the original agreed scope are included at no extra charge.

Requests that extend beyond the original scope — new features, design changes, technical additions not in the original specification — will be assessed as additional work and quoted separately. Scope changes are not grounds for a refund of previously invoiced work.

If you believe delivered work does not meet the agreed specification, please raise it in writing within 7 days of delivery. We will review and, where appropriate, make corrections at no additional charge.

We aim to resolve all disputes fairly and amicably. If you are dissatisfied with any aspect of our work or billing:

1. Contact us at info@zenpixl.com to describe your concern in writing
2. We will acknowledge your message within 2 business days and respond substantively within 7 business days
3. Where possible, we will propose a mutually acceptable resolution — such as additional work, partial credit, or a payment plan
4. If no resolution is reached within 30 days, both parties may pursue resolution through formal legal channels under the governing law

For Upwork-based projects, Zenpixl also operates under Upwork's dispute resolution policies in addition to this policy.

To request a refund, please contact us at info@zenpixl.com with the subject line "Refund Request", including:

• Your full name and company name
• Project name or reference
• Invoice number(s) related to the request
• The reason for your refund request
• The amount you believe should be refunded

We will review your request and respond within 7 business days. Approved refunds will be processed within 14 business days via the original payment method or an agreed alternative.

This Refund and Returns Policy is governed by the laws of Bangladesh. Any disputes not resolved through mutual agreement shall be subject to the jurisdiction of the courts of Dhaka, Bangladesh, unless otherwise agreed in a signed contract.

Zenpixl reserves the right to update this policy at any time. Changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your project agreement governs that engagement.