1. Milestone-Protected Engagements
Unlike traditional agencies that demand 100% upfront payment, ZENSTRO breaks client engagements into structured milestones tied directly to verifiable deliverables:
- Stage 1 (30% Commencement): Project setup, technical architecture, schema modeling, and discovery.
- Stage 2 (30% Development): Interactive staging environment, backend APIs, and core features.
- Stage 3 (40% Completion): Final QA, performance optimization, security checks, code handover, and production launch.
Core Principle: You only pay for progress that has been delivered, reviewed, and approved according to the signed MVP Scope Document.
2. Cancellation by Project Stage
If you choose to cancel a project before completion, refunds are calculated objectively based on active milestone status:
| Timing of Cancellation |
Refund Eligibility |
Deliverables Provided |
| Before work commences (Within 48h of deposit, zero engineering started) |
100% Refund of the commencement deposit (minus third-party payment processing fees). |
None. |
| During Stage 1 (Commencement / Architecture) |
Commencement deposit is earned to cover allocated engineering and architecture hours. Stages 2 & 3 are cancelled with zero further liability. |
All architecture notes, UI wireframes, and database diagrams created to date. |
| During Stage 2 (Active Development) |
Stage 1 deposit is non-refundable. Stage 2 deposit is pro-rated based on verified completed components. Stage 3 remains unbilled. |
Current Git repository commit history and staging build assets. |
| Upon Stage 3 Final Approval |
Non-refundable once final code is accepted and delivered to production. Covered by our 30-Day Bug-Fix Warranty. |
Full source code, production deployment, and asset ownership. |
3. Milestone Acceptance & Review Period
To ensure fair evaluation, every deliverable is subject to a formal review process:
- Review Window: You have 5 business days from delivery of a milestone staging build to test functionality against the signed MVP Scope Document.
- Revision Requests: If any deliverable deviates from agreed specifications, we will revise and rectify it within the milestone scope at no additional charge.
- Formal Sign-Off: Approval of a milestone (or commencement of the subsequent development stage) constitutes formal acceptance of that milestone's deliverables.
4. Rapid 7-Day Sprint Guarantee Conditions
For qualifying standard projects designated under our Rapid 7-Day MVP Delivery Sprint:
- If ZENSTRO fails to deliver the agreed MVP scope on staging within 7 business days solely due to internal engineering delay (excluding client response delays, delayed asset provision, or mid-sprint scope modifications), the sprint fee will be waived or refunded in accordance with the specific sprint agreement.
- Client-side delays (such as taking longer than 24 hours to supply required credentials or approve design checkpoints) pause the 7-day guarantee clock accordingly.
5. How to Request a Cancellation or Refund
To submit a cancellation or refund request, follow this simple procedure:
- Send a formal written notice from the email address listed in your MVP Scope Document via our Contact Page or direct project thread.
- Include your project name, date of engagement, and detailed reason for the request.
- Our team will acknowledge receipt within 24 business hours and review the project repository status.
6. Refund Processing Timelines
Approved refunds are processed promptly:
- Refund decisions are communicated in writing within 3 business days of receipt.
- Approved funds are issued within 5 to 10 business days directly back to the original method of payment (bank transfer, Stripe, or payment gateway).
- A formal invoice credit note is generated for your company's accounting records.
7. Amicable Dispute Redressal
If you have any questions or feel a milestone evaluation was not handled fairly, please reach out directly to our Founder via the Contact Form marked "Client Redressal". We are committed to prompt, reasonable, and amicable resolution.
