Refund Policy

Identity and scope

Muhammad Hafaz Assufy is an individual service provider trading as Fazen and publicly known as Hafaz Sofyan, operating from Lalang, Medan Sunggal, Medan, North Sumatra 20127, Indonesia.

This policy applies to payments for Brand Launch System, Website Design, Social Media Design, and Presentation Design projects. It does not apply to future digital products, a future store, or a payment made outside an accepted Fazen service agreement.

Refund principle and formula

An eligible refund equals the total paid minus the greater of the 50% booking payment or the value of completed work, then minus approved nonrecoverable third-party costs. The booking payment and completed-work value are alternatives inside the first deduction, not two separate deductions.

The result cannot be less than zero or more than the total paid. Fazen will never retain more than the total paid. A completed-work valuation will use the accepted scope, project records, completed checkpoints, delivered material, and any agreed itemized rate or reasonable proportional value.

Cancellation by Fazen

If Fazen cancels without client breach or a force majeure reason, Fazen will return the portion paid for work not delivered. The standard booking-payment floor will not be used to reduce that return where Fazen is solely responsible for ending the project. Approved nonrecoverable third-party costs remain deductible only when the client approved them and received or can lawfully receive their benefit.

Fazen will also provide usable completed work where lawful, licensed, and practical. Rights in that work follow the accepted scope, payment position, and third-party licenses.

Material nonconformity

If delivered work materially fails to match the accepted scope, the client should identify the affected requirement and provide enough detail to reproduce or assess the issue. Fazen has the first reasonable opportunity to correct, replace, or complete the affected work within an agreed action plan.

A refund review becomes available if a material nonconformity cannot be corrected within a reasonable period, Fazen declines a correction that is within scope, or correction would not provide the contracted value. A creative preference, changed direction, or new requirement is not a material nonconformity by itself.

Usually ineligible situations

• The client changes their mind, business direction, launch plan, preferred style, team, budget, or need after contract formation.
• The client rejects work that follows the approved direction, brief, scope, or checkpoint for subjective reasons alone.
• A delay or failure results from missing content, late feedback, unavailable access, inaccurate claims, client edits, or another client responsibility.
• The request concerns included revisions already used, new deliverables, a new direction, or work outside the accepted scope.
• The client has used, published, transferred, distributed, or commercially benefited from the affected final work, except to the extent mandatory law provides otherwise.
• A third-party platform changes, rejects, suspends, or fails after Fazen completed the agreed setup with reasonable professional care.
• The client cannot obtain a desired business outcome that Fazen did not guarantee.
• The request is made to avoid an amount properly due for completed work or approved third-party costs.

Rescheduling and inactivity

One reschedule is free with at least 5 working days' notice. Less notice, a second reschedule, or a client pause longer than 5 working days removes the active slot. Restart within 30 calendar days follows current availability. After 30 calendar days, a new quotation is required.

If Fazen sends a written reminder for missing feedback, materials, access, or payment and the client remains inactive for 30 calendar days, Fazen may close and archive the project. Closure does not create an automatic refund. Any requested return is assessed under the formula in section 02 using completed work and approved nonrecoverable costs at closure.

How to request a review

Send the request to hello@fazen.co with FZ-LEG-03 and the project reference in the subject. WhatsApp may be used for secondary support, but the formal request and confidential attachments should be sent by email.

• The client's legal or business name and the authorized contact making the request.
• The quotation, invoice, PayPal transaction, and project references.
• The amount paid and the amount requested.
• The cancellation date or the accepted-scope requirement said to be materially unmet.
• Relevant messages, approvals, files, screenshots supplied by the client, or other evidence needed to assess the request.
• The preferred resolution, including correction where the request concerns material nonconformity.

Review and payment periods

1. 08.1Fazen will acknowledge a complete request within 2 working days.
2. 08.2Fazen will provide a decision or a written action plan within 10 working days after receiving the information reasonably needed for review.
3. 08.3An approved refund will be initiated to the original payment method within 5 working days after the decision and receipt of any information PayPal reasonably requires.
4. 08.4PayPal, a bank, or a card issuer may take additional time to display the returned funds. That external processing period is outside Fazen's control.

The decision will state the total paid, booking-payment floor, completed-work value, approved nonrecoverable third-party costs, eligible amount, and reasons. Those figures will be applied without double counting.

Disputes and mandatory rights

If the client disputes the decision, the client should identify the challenged calculation or finding by email. The parties will attempt good-faith written negotiation for 30 calendar days before court proceedings, unless urgent relief or a mandatory deadline requires earlier action.

This policy is governed by Indonesian law and disputes may be brought in the courts in Medan, Indonesia, while any mandatory consumer right, statutory remedy, chargeback right, or forum that applicable law does not allow the parties to exclude remains preserved. A client should not pursue duplicate recovery through both Fazen and a payment provider.

Changes and contact

This policy may change when Fazen's services, payment process, applicable law, or dispute procedure changes. The document control panel records the current version, status, effective value, and update date.

Questions and formal refund requests should be emailed to hello@fazen.co with FZ-LEG-03 in the subject. WhatsApp remains a secondary support channel only.