Refund Policy

01Overview

At Agency Gen-Z, every project starts with real planning and real work from our team, so our refund policy is built around fairness for both sides. In short: if you cancel, you pay for the work already done, and any remaining paid amount is kept as credit that you can use for another project with us. This policy applies together with our Terms & Conditions.

02Advance Payment

• A 40% advance is required for every project before work starts.
• The advance reserves our team's time and starts the project. It is applied to the work completed, not refunded as cash.

03Cancellation of a Project or Order

If the Client cancels a confirmed project, service or order after work has started:

• The Client pays for the percentage of the work completed up to the date of cancellation. For example, if 30% of the project is complete, 30% of the total project value is charged.
• The amount already paid is first applied to the work completed.
• If the amount paid is more than the value of the completed work, the remaining balance is not refunded in cash. It is kept as project credit, and the Client can use it to get another project or service done with Agency Gen-Z.
• If the work completed is more than the amount paid, the Client must pay the difference before any files or work are handed over.

Cancellation requests must be sent in writing by email or WhatsApp. The cancellation date is the date we receive the request.

04How Work Completed Is Calculated

• Agency Gen-Z calculates the completion percentage based on the project plan, milestones and the work actually done up to the cancellation date (design, development, content, setup, revisions and so on).
• We will share a clear summary of the progress and calculation on request.
• Work that has been delivered, approved or put to use counts as completed.

05Examples

Example calculations (illustrative amounts):

06Project Credit

• Project credit can be used only for another project or service from Agency Gen-Z, such as a website, design, marketing or software work.
• Credit is valid for 6 months from the cancellation date. After that, it expires.
• Credit is non-transferable and has no cash value.
• The new project is still subject to our Terms, including the 40% advance on its total value (credit can be counted toward this advance).

07Delivered Work & Handover

If a project is cancelled, the Client may receive only the work that has been fully paid for. Unpaid or unfinished work, source files and licences stay with Agency Gen-Z until all dues are cleared.

08Non-Refundable Items

The following are non-refundable, even if a project is cancelled:

• Domain names, SSL certificates, premium themes, plugins, licences, stock assets, fonts and any other third-party purchases made for the project
• Ad budgets spent on advertising platforms, and marketing campaigns already started or delivered
• Social media services and SMM panel orders that have been started or processed
• Digital products, templates and tools from our shop once delivered or downloaded
• Hosting renewals, and hosting accounts that were used or activated beyond the 7-day window below
• Payment gateway or mobile banking charges, where applicable

09Web Hosting Refunds

For web hosting plans, a refund is available within 7 days of purchase only if the hosting account has not been used. After 7 days, or once the account is active or in use, refunds are not applicable. Domain fees are non-refundable.

10When We Cancel or Cannot Deliver

If Agency Gen-Z is unable to deliver a service for reasons on our side, we will either complete it at a later agreed date, offer an equivalent alternative, or refund the amount paid for the undelivered part of the work.

11Client Inactivity

If the Client does not respond, provide content or approve work for 30 days or more, the project may be treated as cancelled by the Client and this policy will apply from that date.

12Disputes & Chargebacks

If you are not satisfied with a service, please contact us first so we can fix the issue through revisions or discussion. We ask clients not to start a chargeback or payment dispute before giving us a chance to resolve it. Work delivered as agreed in the quotation is not grounds for a refund.

13How to Request Cancellation

Email info@agencygenz.com or message us on WhatsApp (+880 1995175495) with your name, order or project details and the reason. We will reply within 2–3 working days with the progress calculation and the amount due or the credit available.

14Changes to This Policy

We may update this Refund Policy from time to time. Orders confirmed earlier continue under the policy that applied when the order was placed.