Cancellation, Return and Refund Policy

1. What this policy covers

A2Z Global Enterprises (Pvt) Ltd, trading as A2Z Global ("we", "us"), provides software development, website development, e-commerce development, mobile app development, design, AI and automation services, and ongoing support and maintenance plans. We do not sell physical goods.

This policy applies to every payment made to us, whether by card or digital wallet through our payment gateway, by bank transfer, or by any other method. Where a signed proposal or service agreement sets different terms for a specific project, the agreement applies to that project; in all other respects this policy applies.

2. How work is delivered

All of our work is delivered digitally. There is no physical shipping, so no shipping charges apply, and the same terms apply to clients in Pakistan and abroad.

• Websites, web applications and software are delivered on a live link for review, then deployed to hosting in your name, with the source code in a repository you can access.
• Mobile apps are delivered as test builds for review, then published to the App Store and Google Play under your own developer accounts.
• Design and branding work is delivered as digital files.
• Support and maintenance plans are delivered as ongoing services for the period paid for.

Delivery dates for each stage are set out in the written proposal you approve before work begins. A standard business website is usually delivered within one to four weeks; larger projects are delivered in stages, typically over six to twelve weeks for a first version. If a delivery date is going to be missed for reasons on our side, we will tell you in writing before it passes, with a revised date.

3. Cancelling before work starts

You may cancel a project at any time before work has started. If you cancel within 7 days of payment and before work has started, you will receive a full refund of the amount paid.

If you cancel more than 7 days after payment but before work has started, you will receive a full refund less any third-party costs we have already paid on your behalf, such as domain registration, hosting, software licences or app store fees.

4. Cancelling after work has started

Projects are divided into stages (milestones) in the written proposal. You may cancel at any point. When you do:

• Stages that are complete and that you have approved are not refundable.
• For the stage in progress, you pay for the work done up to the date of cancellation, and any balance you have paid for that stage is refunded. The work completed for that stage is handed over to you.
• Payments made in advance for stages that have not started are refunded in full.
• Third-party costs already paid on your behalf are not refundable, but the domains, accounts and licences they paid for remain yours.

On cancellation we hand over everything completed and paid for, including source code, design files and account access.

5. If you are not satisfied with the work

Every project is built against a written scope that you approve before work starts. If something we deliver does not match that scope, or does not work as described, tell us in writing. We will correct it at no extra cost.

• We will respond within 1 business day and agree a date for the fix.
• If we cannot deliver what the agreed scope describes within 14 days of your written notice, you may choose either a further correction period or a refund of the amount paid for that stage.
• Requests for work outside the agreed scope, or changes to work you have already approved, are new work. We will quote for them separately and they are not grounds for a refund.

Within 30 days of a stage being delivered, we fix any defect in it, meaning something that does not work as the agreed scope describes, free of charge.

6. Support, maintenance and hosting plans

Monthly plans can be cancelled at any time and stop at the end of the month already paid for. Payments for the current month are not refunded.

Plans paid annually in advance can be cancelled at any time. The unused whole months are refunded, less 50% of one month's fee to cover setup.

Hosting, domain and licence fees paid to third parties on your behalf follow the refund rules of those providers. We will pass on any refund we receive from them.

7. Returns and exchanges

Because our work is digital and made to order, it cannot be returned in the way physical goods can. In place of a return, section 5 gives you the right to have work corrected, or refunded where it cannot be made to match the agreed scope. Where it helps you, we can also exchange the remaining value of a cancelled project for other services of equal value, if you ask for this in writing.

8. How refunds are paid, and how long they take

• We confirm whether a refund is approved within 3 business days of receiving your request.
• Approved refunds are issued within 7 business days of approval.
• Refunds go back to the original payment method. Card and wallet refunds are processed through our payment gateway; depending on your bank or card issuer, the money may take a further 7 to 14 business days to appear in your account.
• Bank transfer refunds are made to the account the payment came from.
• Refunds are made in the currency of the original payment. We do not refund any bank or currency-conversion charges applied by your own bank.

9. Complaints

If you are unhappy with our work, our service or a decision under this policy, contact us by any of these routes:

• Email: info@a2zglobal.co
• Phone or WhatsApp: +92 328 1241526
• Post or by appointment: Office 103, Bahria Complex 1, MT Khan Road, Karachi, Pakistan

Please include your name, your project or invoice reference, and what you would like us to do. We acknowledge every complaint within 1 business day, and aim to resolve it within 14 business days. If it will take longer, we will tell you why and when to expect an answer.

If a complaint cannot be resolved between us, the dispute resolution terms in our Terms and Conditions apply.

10. How to request a cancellation or refund

Email info@a2zglobal.co or message us on WhatsApp at +92 328 1241526, with your name, project or invoice reference, the date of payment and the reason for your request. A written request is required so that the date of cancellation is clear.