Zootric provides fully managed, custom project services. Because work is tailored to your requirements, “returns” don’t apply like physical products. This policy explains how cancellations, refunds, and timelines work.

1) Cancellations

• Before Project Kickoff (no work started): Full refund minus any transaction/administrative fees.
• After Kickoff / In Progress: Cancellable with written notice. We’ll bill for work completed to date (including allocated resources and non-recoverable costs); the remainder is refundable.

2) Advance Payments (Non-Refundable)

• Zootric requires an advance payment of 50% of the total project budget before starting any work.
• This advance secures resources, planning, and initial allocation of freelance professionals.
• Advance payments are strictly non-refundable, regardless of project stage, since they cover time, scheduling, and operational costs.
• The remaining 50% will be collected as per the agreed payment schedule (e.g., upon milestone completion or project delivery).

3) Refund Eligibility

Refunds may be issued if (excluding the non-refundable advance):

• The project is cancelled before substantive work begins (balance amount only).
• Zootric cannot deliver the agreed scope due to internal reasons.
• Both parties mutually agree to terminate early (refund prorated to work completed, excluding advance).

Refunds are not issued for: change of mind after work begins; delays caused by the Client (e.g., missing inputs/approvals); or work already delivered to the agreed scope.

4) How to Request a Refund

• Email [email protected] within 7 calendar days of the issue, include your company name, project ID, and reason.
• We’ll review each case and respond within 10 business days.

5) Resolution Path (Adjustments First)

We may propose fixes/revisions before issuing a refund, where appropriate.