Refund & Cancellation

Irozen operates on a milestone-based project delivery model. All software development, SaaS development, and UI/UX design engagements are structured into discrete, clearly defined milestones, each with agreed deliverables and acceptance criteria documented in the project's Statement of Work (SOW).

Our refund policy reflects the nature of professional software services: once skilled engineering and design work has been performed, reviewed, and approved, that effort cannot be reclaimed. This policy is designed to be transparent, fair, and commercially reasonable for both parties.

By engaging Irozen's services and making payment, you confirm that you have read, understood, and accepted this Refund & Cancellation Policy.

Each project milestone has a formal acceptance process. Upon completion of a milestone, Irozen will deliver the milestone output to the client for review.

The client has the number of business days specified in the project agreement (typically 5 business days) to review the deliverables and either: (a) approve the milestone in writing, or (b) submit specific, actionable revision requests within the agreed revision scope.

A milestone is considered formally approved — and the associated milestone payment becomes non-refundable — upon any of the following: (i) written approval from the client (including via email); (ii) the client's continued use or integration of the deliverables; (iii) the client's failure to respond within the specified review window, which constitutes deemed acceptance; or (iv) written approval of revisions following feedback.

Once a milestone is approved and work on the subsequent milestone has commenced, no refund will be issued for the approved milestone under any circumstances.

The project deposit (a minimum of 30% of the total project value, as specified in the project agreement) is non-refundable under all circumstances. The deposit compensates Irozen for: project discovery and scoping work, reservation of dedicated engineering capacity, team onboarding, infrastructure provisioning, and opportunity cost.

If a client cancels prior to project commencement but after the deposit has been paid, the deposit will not be refunded.

A client may cancel a project engagement at any time by providing written notice to hello@irozen.com.

Upon cancellation: (a) all work completed and all approved milestones to date are non-refundable; (b) Irozen will issue a final invoice for any work performed on the current in-progress milestone, calculated on a pro-rata basis relative to the percentage of completion; (c) all completed and approved deliverables will be released to the client upon receipt of the final invoice; and (d) future unstarted milestones will be cancelled with no further obligation on either party.

Cancellation does not entitle the client to a refund of any payments already made for completed or in-progress milestones.

Irozen reserves the right to cancel a project engagement in exceptional circumstances, including: persistent failure by the client to provide required materials or approvals beyond 30 days; non-payment of invoices beyond 14 days; or conduct by the client that is abusive, unethical, or in violation of these Terms.

If Irozen initiates cancellation: (a) all approved milestones remain non-refundable; (b) Irozen will refund a pro-rata portion of any payment made for an in-progress, non-delivered milestone, minus documented costs incurred; and (c) all completed deliverables to date will be transferred to the client.

Payments made via digital assets (cryptocurrency) through Binance Pay or other regulated cryptocurrency payment gateways are subject to the same milestone-based refund policy described in this document.

Where a refund is determined to be eligible under this policy and payment was made via cryptocurrency, refunds will be issued in the equivalent fiat value (USD or BDT) at the exchange rate prevailing on the date the refund is processed — not at the rate on the date of the original payment. Irozen is not liable for any exchange rate differences.

Cryptocurrency transactions are irreversible on the blockchain. Any approved refund will be processed as a new transaction in either cryptocurrency or bank transfer, at Irozen's discretion.

If you believe you are entitled to a refund not covered by the standard policy terms, you must submit a written dispute to hello@irozen.com within 14 calendar days of the event giving rise to the dispute.

Your dispute must include: your full name and business name, the project reference, the milestone(s) in question, the amount disputed, and a clear explanation of why you believe the deliverables did not meet the agreed specifications.

Irozen will acknowledge your dispute within 3 business days and aim to resolve it within 14 business days through good-faith negotiation. If resolution cannot be reached, the dispute will be escalated in accordance with the governing law provisions in our Terms of Service.

The following are non-refundable under all circumstances: the project deposit, any third-party costs incurred on the client's behalf (domain registrations, cloud infrastructure, paid APIs, third-party licences, stock assets), fees for approved milestones, and fees for custom work completed at the client's specific direction.

For refund requests, cancellation notices, or any questions regarding this policy, please contact us:

Email: hello@irozen.com

Address: Irozen Studio, Dhaka, Bangladesh

We are committed to handling all requests professionally, transparently, and in good faith.