Refund & Cancellation Policy

1. Scope

This policy applies to all software, design, and consulting engagements provided by Zazu (Cairo, Egypt), whether quoted on our website or in a signed proposal. Where a signed proposal or statement of work contains different terms, that document takes precedence.

2. Payment schedule

• Standard projects: 50% deposit to schedule and begin work, 50% on final delivery before go-live.
• Larger projects: may be split into milestone payments (for example 40% / 30% / 30%) as stated in the proposal.
• Consulting & audits: payable in advance per session or per agreed block of hours.
• Retainers: billed monthly in advance.

All amounts are in Egyptian Pounds (EGP) and exclude 14% VAT where applicable.

3. Cancellation by the client

• Before work starts: you may cancel and receive a full refund of the deposit, less any non-recoverable third-party costs already paid on your behalf (for example domain registration, licenses, or paid services).
• After work starts: you may cancel at any time in writing. You will be billed for work completed up to the cancellation date, calculated against the agreed milestones. Any balance of the deposit above completed work is refunded.
• Retainers: cancel with 30 days’ written notice. The current month is not refundable once it has begun.
• Consulting: sessions cancelled at least 24 hours in advance are refunded or rescheduled. Later cancellations and no-shows are non-refundable.

4. Cancellation by Zazu

If we cannot continue an engagement for reasons within our control, we will refund all fees paid for work not yet performed. If we cancel for a reason outside our control (force majeure), we will refund fees for unfinished work and hand over completed deliverables.

5. Non-refundable items

• Third-party costs already purchased: domains, hosting, SSL certificates, software licenses, app store fees, and payment gateway charges.
• Completed and accepted milestones.
• Work delivered but not accepted solely due to a client change of direction.
• Consulting sessions already delivered.

6. Refunds for defects

If a delivered product does not match the agreed scope or has a verifiable defect, we will fix it under the agreed warranty period (usually 30 days after go-live). If we cannot fix it within a reasonable time, you may request a partial refund proportional to the affected, unfinished portion of the work.

7. How to request a refund

Email info@zazu-app.com with your invoice number, project name, and the reason for the request. We will acknowledge within 3 business days and complete eligible refunds within 14 business days using the original payment method where possible. Bank transfer fees are not refundable.

8. Your statutory rights

Nothing in this policy limits rights you may have under applicable Egyptian law, including the Consumer Protection Law No. 181 of 2018 where it applies. Business-to-business engagements may be governed by the terms of the signed contract.

9. Disputes

We ask that you contact us first so we can resolve the issue directly. If we cannot reach a solution, the matter may be referred to the competent Egyptian authorities or the courts of Cairo, as applicable.

10. Contact

Questions about billing or refunds? Email info@zazu-app.com or call +20 122 993 7471. Zazu App, 53 Capital Mall, Second Floor, Office C, behind the Court, Fifth Settlement, New Cairo, Egypt (Commercial Registration No. 295752).