Refund & Cancellation Policy
Last Updated: 22 August 2025
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 support@zootric.com 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.
6) Refund Timeline
● Acknowledgement: within 2 business days of your email.
● Case Review & Decision: within 10 business days.
● Payout (if approved): initiated within 14 business days of approval, to the original
payment method.
● Note: Payment-processor or FX fees, if any, may be deducted.
7) Disputes
Both parties will attempt good-faith resolution before any legal action. See our Terms &
Conditions for governing law and venue.
Contact: support@zootric.com