Refund Policy

1. One-Time Projects

1.1 Before work starts. If you cancel a one-time project before any work has begun, you receive a full refund of payments made, less a 10% administrative fee covering scoping, contracting, and onboarding effort.

1.2 Work in progress. Once work has begun, payment is due for all completed milestones and accepted deliverables. There is no refund for work already delivered. Where a project is cancelled mid-engagement, the next-step deliverable in progress is invoiced based on the proportion of work completed.

1.3 Cancellation by Zasenami. Where Zasenami terminates an engagement for reasons unrelated to your conduct (see §4 below), payment is due for completed work and any pre-paid unearned fees are refunded on a pro-rata basis.

2. Monthly / Recurring Services

For monthly services (hosting + maintenance, Search Visibility, AEO, Local SEO, AI Chatbot, Reviews on Autopilot, Missed-Call Text-Back, No-Show Prevention, and similar retainers):

• Cancellation effective at the end of the current billing cycle. Cancel at any time with 30 days' written notice. Service continues — and is billable — through the end of the current paid period.
• No refund for the current billing period. The current month's fee covers work already in progress and is non-refundable.
• Annual prepay. Where you have prepaid annually (10% discount applied), the unused portion is refunded pro-rata only if Zasenami terminates the engagement for non-conduct reasons. Client-initiated cancellation of an annual prepay does not trigger a pro-rata refund of the prepayment.

3. Setup Fees

Setup fees on services that include both setup and recurring components (AI Chatbot, Missed-Call Text-Back, No-Show Prevention, Reviews on Autopilot) are non-refundable once setup work has begun. Setup work is considered begun when we have started any of the following: discovery call, configuration scaffolding, integration credentials issued, or message templates customized.

4. When This Policy Does Not Apply

The above refund terms do not apply where any of the following has occurred:

• Material breach by the Client — non-payment, sustained failure to provide content or feedback, or other conduct described in the immediate-termination provisions of our Terms of Service §9.
• Bad-faith chargeback or payment reversal — initiating a chargeback, e-transfer recall, or wire reversal in lieu of the dispute-resolution process in our Terms of Service §10. See Terms §3.1.
• Misrepresentation — material misrepresentation of identity, authority to contract, or the nature of the engagement.

In any of the above scenarios, pre-paid unearned fees are not refunded and Zasenami reserves all other rights and remedies.

5. How to Request a Refund or Cancel

Reach us first by email at hello@zasenami.com with your project name, engagement date, and the reason for the request. We respond within two business days. We always prefer to resolve the underlying issue before processing a refund — most concerns can be addressed through a conversation, a revised deliverable, or a credit on a future invoice.

Please do not initiate a credit-card chargeback before contacting us. Per our Terms of Service §3.1, chargebacks initiated in lieu of the dispute process are treated as material breach and may forfeit warranty and remedy rights with respect to the underlying service.

6. Processing Time and Method

Approved refunds are processed within 5–10 business days to the original payment method. Refunds on credit-card payments may take an additional 1–2 billing cycles to appear on your statement, depending on your card issuer. Refunds on e-transfer payments are returned by e-transfer to the address that sent the original payment.

7. Quebec Consumer Protection

Where you are engaging Zasenami for personal (non-commercial) purposes, the Loi sur la protection du consommateur (LPC) may grant additional rights — including specific cancellation periods for certain contracts. The terms above describe the standard B2B refund framework. If LPC applies to your engagement, we apply the more favorable of the two.

8. Disputes

If we cannot reach agreement on a refund, the dispute-resolution process in our Terms of Service §10 applies — written notice, 30-day good-faith negotiation, then mediation through the Institut de médiation et d'arbitrage du Québec (IMAQ) before any litigation.