Refund Policy

1. Introduction

This Refund Policy governs refunds for services provided by Zafrax Limited ("Company", "we", "our", "us"), a company registered in England and Wales with company number 08742591.

We are committed to delivering high-quality IT services and ensuring client satisfaction. This policy outlines the circumstances under which refunds may be provided.

2. Service Satisfaction

We stand behind the quality of our work. If you are not satisfied with any service we provide, please contact us within 14 days of service delivery to discuss your concerns. We will work with you to resolve any issues promptly.

3. Refund Eligibility

3.1 IT Support Services

For our IT support contracts:

• First month: Full refund available within 30 days if not satisfied with service quality
• Ongoing contracts: Pro-rata refund for unused portion upon termination
• Unused hours: May be carried forward or refunded depending on contract terms

3.2 Project-Based Work

For software development, consultancy, and project work:

• Before project starts: Full refund of any deposits paid
• Work in progress: Payment for work completed to date; refund of remaining balance
• Completed projects: Refunds considered on a case-by-case basis

3.3 Training & Consultancy

For training sessions and consultancy:

• More than 7 days before: Full refund
• 3-7 days before: 50% refund
• Less than 3 days: No refund (rescheduling may be available)

4. Non-Refundable Items

The following are generally non-refundable:

• Third-party software licences once purchased or activated
• Hardware ordered specifically for your project
• Emergency or out-of-hours call-out fees once attended
• Domain name registrations
• SSL certificates once issued
• Administrative fees

5. Cancellation Rights

5.1 Consumer Contracts

For services provided to consumers (non-business customers), you have the right to cancel within 14 days of entering into a contract (the "cooling-off period"). If services have commenced at your request during this period, you may be charged for services provided up to the point of cancellation.

5.2 Business Contracts

For business-to-business contracts, cancellation terms are as specified in your service agreement. Standard notice periods apply as outlined in our Terms of Service.

6. How to Request a Refund

To request a refund:

1. Email us at accounts@zafrax.co.uk with your account or invoice number
2. Describe the reason for your refund request
3. Include any relevant documentation or evidence
4. We will acknowledge your request within 2 business days
5. A decision will be communicated within 5 business days

7. Refund Processing

Approved refunds are processed as follows:

• Processing time: Within 14 days of approval
• Payment method: Refunded to the original payment method where possible
• Bank transfers: 3-5 business days for funds to appear
• Credit/debit cards: 5-10 business days depending on your card provider

8. Disputes

If you disagree with a refund decision:

• Contact us in writing to request a review
• Provide any additional information that supports your case
• A senior manager will review the decision within 10 business days

For unresolved disputes, you may have recourse to alternative dispute resolution services or the courts.

9. Service Level Agreements

Certain service level agreements (SLAs) may include service credits rather than refunds. These are detailed in your specific contract and typically apply when agreed performance targets are not met.

10. Force Majeure

We are not liable for service interruptions or failures caused by circumstances beyond our reasonable control. Refunds are not provided in such circumstances, though we will work to restore services as quickly as possible.

11. Statutory Rights

This refund policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.

12. Contact Information