Refund Policy
Last updated: 22 September 2026
This Refund Policy forms part of the vaizen.dev Terms of Service and applies to payments made for custom software development, design, consulting, and support and maintenance services provided by VAIZEN, OsOO (a limited liability company organised under the laws of the Kyrgyz Republic, registration number 225289-3301-OOO, TIN 01412202310122), under a proposal or Statement of Work ("SOW"). It applies to all clients worldwide.
Deposits
Where a SOW requires an upfront deposit before work begins, the deposit is non-refundable once we have begun work on the engagement. If we fail to begin work within 10 business days of receiving the deposit and reaching the agreed start date, through no fault of yours, the deposit is refundable in full on request.
Milestone payments
Where fees are structured around milestones, each milestone payment is due on delivery and acceptance of the corresponding milestone (see Section 7 of our Terms of Service). Milestone payments for accepted work are non-refundable, without prejudice to the warranty in Section 11 of our Terms of Service.
Time-and-materials invoices
Where fees are billed on a time-and-materials basis, invoices reflect work actually performed. If you dispute an invoiced amount, notify us in writing at support@vaizen.dev within 7 days of the invoice date, with an explanation of the disputed items. Undisputed amounts remain payable on the original terms.
Cancellation by the client
You may cancel an engagement at any time by written notice. You remain liable to pay for work performed and expenses properly incurred up to the effective date of cancellation. Where a deposit has been paid, it is applied against amounts owed for work performed; any excess is refunded, and any shortfall remains payable.
Cancellation by us
If we cancel an engagement other than for your breach of the Agreement, we will refund any prepaid fees for work not yet performed.
How to request a refund
To request a refund, contact us at support@vaizen.dev with your name or company, the engagement or invoice reference, and the reason for your request.
Processing time
We review refund requests and respond within 5 business days. Approved refunds are processed within 14 days of approval, to the original payment method. Your bank or payment provider may charge fees for the transfer, or take additional time for the funds to appear on your statement, which are outside our control.
Consumer statutory rights
Where you engage us as an individual acting outside a trade, business, craft, or profession, nothing in this Policy limits any statutory right you have under the law applicable to you, including any statutory right of withdrawal. Where this Policy is more favourable to you than your statutory rights, this Policy applies; otherwise, your statutory rights prevail.
Chargebacks and payment disputes
If you are dissatisfied with a charge, please contact us before initiating a chargeback or payment dispute. Most issues can be resolved directly and more quickly. Where a chargeback is initiated, we may suspend work under the affected engagement until the matter is resolved.
Contact
vaizen.dev — Billing Support
📍 VAIZEN, OsOO, registration number 225289-3301-OOO, Tynystanova St., Office 38, Pervomaisky District, Bishkek, Kyrgyz Republic