Policy
Cancellation, Return and Refund Policy
We build custom websites, apps, and automation systems — work that’s tailored the moment it begins. Because of that, this policy reads a little differently than a typical online store’s. Here’s exactly where you stand at each stage of a project.
§ 01Nature of our services
Hyzon Dust delivers custom digital services — web and app development, automation setup, branding, and content — rather than physical or off-the-shelf products. Because each engagement is built specifically for you, standard product “returns” don’t apply. Instead, this policy sets out how cancellations and refunds work at each stage of a project.
§ 02Deposits
Most projects require a deposit to secure your spot on our schedule and begin work. This deposit covers the discovery, planning, and early setup we do before visible deliverables exist, and it is non-refundable once work has started, except where required by law or explicitly agreed in your proposal.
§ 03If you cancel
- Before work begins: if you cancel before we’ve started any work on your project, you may be eligible for a full or partial refund of your deposit, minus any costs we’ve already incurred (e.g., licenses, third-party tools purchased on your behalf).
- After work begins: once work is underway, you’ll be billed for the milestones or hours completed to date. Any remaining, undelivered portion of your payment is refundable; work already delivered is not.
- Mid-project pause: if you need to pause rather than cancel, let us know — we’re generally happy to hold your project and resume later, subject to schedule availability.
§ 04If we cancel
In the rare case that we’re unable to complete a project — due to scope beyond our capability, a breakdown in communication, or another operational reason — we’ll refund any amount you’ve paid for work not yet delivered, and you’ll keep anything already completed up to that point.
§ 05Refund eligibility
Refund requests are evaluated case by case against the terms of your specific proposal or invoice. As a general guide, refunds are more likely the earlier in a project you request them, and less likely once deliverables have been reviewed, approved, or launched.
We consider refunds in situations such as duplicate payments, a service that materially wasn’t delivered as agreed, or cancellation before meaningful work has started.
§ 06Non-refundable items
- Deposits, once work has commenced
- Milestones or deliverables that have been completed, delivered, and approved
- Free resources and downloads, such as our Starter Kit
- Third-party costs already incurred on your behalf (domains, licenses, plugins, hosting, paid app store fees)
- Custom work that has been fully built to your approved specification
§ 07Revisions, not refunds
If a delivered piece of work doesn’t match what was agreed in your proposal, our first step is always to fix it — not to refund it. Most engagements include a set number of revision rounds; let us know what’s off and we’ll make it right within that scope. Refunds are considered only when a genuine fix isn’t possible or isn’t delivered within a reasonable time.
§ 08Retainers and subscriptions
For ongoing retainers or subscription-style services (such as recurring automation support or content engines), you may cancel future billing cycles at any time by notifying us before the next renewal date. Charges for the current billing cycle already in progress are non-refundable, but no further charges will be made after cancellation.
§ 09Requesting a cancellation or refund
Email support@hyzondust.com with your name, project details, and the reason for your request. We’ll confirm receipt and let you know what applies to your specific engagement based on your proposal and how much work has been completed.
§ 10Processing time
Approved refunds are processed within 7 to 14 business days, using the same payment method you originally used where possible. Depending on your bank, card network, or payment provider (PayPal, JazzCash, EasyPaisa, Google Pay), it may take a few additional days for the refund to reflect in your account.
§ 11Chargebacks
We’d always rather resolve a concern directly — please reach out before filing a chargeback with your bank or payment provider. Filing a chargeback for work that has been delivered as agreed may result in the suspension of ongoing services while the matter is reviewed.
§ 12Changes to this policy
We may update this policy from time to time to reflect changes in how we work. Updates appear here with a revised date above, and the terms in effect at the time you engaged us will govern that specific project.
§ 13Contact us
Questions about a cancellation, deposit, or refund are always welcome at support@hyzondust.com.