Our commitment: We stand behind our work. If something goes wrong on our end, we make it right. This policy sets clear expectations for both sides — no surprises.
Overview
Digital services are fundamentally different from physical products — time, creativity, and expertise cannot be "returned" once applied. Our refund policy reflects this reality while ensuring clients are protected from genuine service failures.
Before any project begins, both parties agree to a detailed proposal covering scope, timeline, deliverables, and payment terms. This shared understanding forms the foundation of our refund policy.
Deposit
50% upfront — non-refundable once work starts
Final Payment
Due before final delivery — generally non-refundable
Eligible Cases
Our failure to deliver agreed scope
Processing Time
Within 14 business days of approval
Non-Refundable Situations
The following situations do not qualify for a refund:
- Change of mind after project work has commenced
- Business decisions — closing a business, pivoting direction, or no longer needing the service
- Delays caused by the client — late content delivery, slow feedback, or withheld approvals
- Preference changes not reflected in the original brief after work is approved
- Scope additions requested after project completion
- Third-party issues outside our control — domain registrar problems, hosting outages, app store rejections due to client content
- Completed milestones that were approved and signed off by the client
- Rush project fees paid for expedited delivery
Eligible Refund Situations
You may be eligible for a full or partial refund if:
- We fail to start the project within 14 days of the agreed kickoff date without a valid reason communicated in advance
- Deliverables materially differ from the agreed specifications in the signed proposal, and we are unable to correct this within a reasonable revision period
- Project is abandoned by Make Zone Digital without cause or communication
- Duplicate payment — in the event of accidental double-billing, the duplicate amount is refunded immediately
Important: Refund eligibility requires the client to first raise the concern formally in writing and allow Make Zone Digital 14 days to address and correct the issue before a refund is considered.
Partial Refunds
Where a full refund is not warranted but a partial refund is fair, we calculate it proportionally:
- Work completed and approved by the client is valued at the proportional cost from the total project fee
- The refundable amount is the total payment received minus the fair value of work delivered
- Third-party costs incurred on your behalf (domain registration, stock assets, plugin licences) are always deducted from any refund amount
Partial refund amounts are calculated transparently and shared with the client in writing before processing.
Cancellations
Either party may cancel a project with 14 days written notice. Cancellation terms by project stage:
- Before kickoff / Before work starts: Full deposit refund minus any direct costs already incurred (purchased assets, domain names)
- After kickoff, before 25% completion: Up to 50% of the deposit may be refunded at our discretion
- After 25% project completion: No refund on the deposit. Client is invoiced for work completed beyond deposit value
- After 75% completion: Full final balance due for completed work. No refund applicable
Completion percentage is assessed based on deliverables completed — not time elapsed — and documented in writing upon cancellation request.
Seeking Revisions vs a Refund
In most cases, a revision is the appropriate resolution rather than a refund. We strongly encourage clients to:
- First utilise the included revision rounds specified in the project proposal
- Provide clear, specific written feedback describing what needs to change and why
- Allow us to correct any issues within the agreed revision scope
Refund requests submitted before revision rounds have been fully utilised will generally be declined in favour of completing the revision process. We are committed to delivering work you're proud of.
Our track record: The vast majority of client concerns are resolved successfully through our revision process. Open communication throughout every project is our standard.
Dispute Resolution Process
If you have a concern about a refund, please follow these steps in order:
- Raise the issue in writing — email info@makezonedigital.com with a clear description of your concern
- Allow 7 business days for our team to review, investigate, and respond with a proposed resolution
- Escalation call — if the written response doesn't resolve the issue, request a video call with our senior team within 14 days of the original complaint
- Formal mediation — if still unresolved after 30 days, both parties may agree to independent mediation before any legal action
We aim to resolve all disputes fairly and amicably. Legal action is always the absolute last resort.
Request a Refund or Ask a Question
For any refund requests, billing enquiries, or questions about this policy — reach us directly:
Make Zone Digital
📍 DHA Phase 5, Lahore, Punjab, Pakistan
All refund requests are reviewed and responded to within 7 business days.