Last Updated: 06 June, 2025
1. Overview
At itZ, customer satisfaction is our top priority. We are committed to delivering high-quality digital solutions and services. However, we recognize that situations may arise where a refund, return, or service cancellation is necessary. This policy outlines our approach to refunds, returns, and service-related issues.
2. Services Covered by This Policy
This policy applies to all services provided by itZ, including but not limited to:
- Web Development
- Digital Marketing
- Business Automation
- Mobile & Web App Development
- E-Commerce Solutions
- Digital Marketing & SEO
3. Refund Policy
3.1 Web Development, Mobile & Web App Development, E-Commerce Solutions
- Initial Deposit & Milestone Payments:
All projects require an upfront deposit. Deposits and milestone payments are non-refundable once work has commenced, as they cover project planning, resource allocation, and initial work. - Project Cancellation by Client:
- If canceled before any work begins, a full refund may be issued, minus any administrative fees.
- If canceled after work has started, only the portion of the payment not yet earned (for incomplete milestones) may be refunded.
- Project Cancellation by itZ:
- If we are unable to deliver the agreed-upon services for any reason, a full or pro-rated refund will be provided for any work not completed.
- Dissatisfaction with Final Deliverable:
- We offer revision rounds as specified in the project agreement. If, after all revisions, you are still unsatisfied, partial refunds may be considered at our discretion, based on the percentage of work completed and delivered.
3.2 Digital Marketing, Business Automation, Digital Marketing & SEO
- Monthly/Retainer-Based Services:
- Payments for ongoing services are billed in advance. Refunds are not provided for work already performed in the current billing cycle.
- Service cancellation requests must be submitted at least [15] days before the next billing date to avoid further charges.
- Early Termination:
- If you wish to terminate services before the end of a contracted period, only the unused portion of pre-paid fees (beyond the current month) may be refunded, unless otherwise specified in your contract.
- Performance-Based Refunds:
- We do not guarantee specific results (such as search rankings or ROI), and refunds are not granted based on dissatisfaction with marketing outcomes unless otherwise agreed in writing.
3.3 Digital Products & Deliverables
- Non-Tangible Goods:
- Due to the nature of digital products, delivered items (e.g., design files, code, reports) are non-returnable and non-refundable once delivered and accepted.
- If the delivered product is defective or not as described, contact us within [3] days of delivery for review. We may offer revisions or, in rare cases, a partial or full refund at our discretion.
5. Process for Refund Requests
- Submit a Request:
Email [[email protected]] with your order/project details, reason for the refund or return, and any relevant documentation. - Review:
Our support team will review your request within [5] business days and may request further information or clarification. - Resolution:
You will be notified of the outcome and, if approved, your refund will be processed to the original payment method within [7-10] business days.
6. Exceptions & Disputes
- Fraud or Abuse:
itZ reserves the right to refuse refunds or returns in cases of suspected fraud, abuse, or violation of our terms of service. - Force Majeure:
Refunds may not be issued for delays or failures caused by circumstances beyond our control (e.g., natural disasters, third-party outages).
7. Contact Us
For any questions regarding this policy, please contact:
itZ Customer Support
Email: [[email protected]]
Phone: [+8801601118020]
Address: [Singa Bazar, Kashiani, Gopalganj, Dhaka, Bangladesh]