Refund Policy

This Refund Policy explains how Fazen Design & Creative reviews refund requests for creative services, digital products, templates, brand resources, project workspaces, and On-Demand Creative Plans.

Because Fazen provides custom creative work and immediately accessible digital products, refund eligibility depends on the type of purchase, project status, delivery status, access history, and any mandatory consumer rights that apply in your location.

To request a refund, email Fazen at fazensocial@gmail.com. Please include enough information for us to identify the transaction and review the request properly.

• Your name and the email address used for the order or project.
• The order ID, invoice number, Paddle transaction reference, or payment receipt if available.
• The service, project, plan, template, or digital product purchased.
• The reason for the refund request and any relevant screenshots, files, or supporting details.

Fazen aims to review refund requests within 5 business days after receiving the required information. More complex cases may take longer if we need to verify project status, file delivery, dashboard activity, payment records, or payment provider requirements.

If a refund is approved, it will normally be processed through the original payment method or the relevant payment provider where possible. Actual bank, card, wallet, or payment provider processing time may vary and is outside Fazen's direct control.

Creative services involve strategy, planning, reserved production time, project setup, design work, communication, and custom execution. For that reason, refunds are reviewed based on how far the project has progressed.

• If work has not started, a refund may be available, minus any non-refundable payment provider fees or administrative costs where applicable.
• If work has started but no final deliverable has been approved or delivered, Fazen may consider a partial refund based on unused project value, completed work, planning time, production time, consultation, and resources already committed.
• If final deliverables have been approved, delivered, published, downloaded, or the project has substantially progressed, the payment is generally non-refundable unless required by applicable law.
• Normal revision needs are handled through the agreed revision process and do not automatically qualify for a refund.

If a project uses a deposit, booking fee, or upfront payment, that amount may become non-refundable once scheduling, planning, onboarding, research, project setup, or production begins.

Any remaining balance or partial refund eligibility will be reviewed based on the project stage, delivered work, committed resources, and any written terms agreed for that project.

Digital products, templates, downloadable files, and brand resources are generally non-refundable once they have been accessed, downloaded, delivered, or made available to you, because digital files can be copied or used immediately after access.

You may request a digital product refund within 7 days of purchase. Fazen may consider a refund if there is a duplicate purchase, technical delivery failure, wrong file delivery, corrupted file that cannot be resolved, or a material difference between the product description and the delivered file.

If you believe there has been a billing error, duplicate charge, incorrect amount, or payment processing issue, contact us at fazensocial@gmail.com within 14 days of the transaction date.

Where payments are processed through Paddle or another payment provider, Fazen may need to coordinate with that provider to verify the transaction and process any approved correction or refund.

Unless required by applicable law, refunds are generally not available in the following situations:

• You changed your mind after work started, project time was reserved, or a digital product was accessed.
• You no longer need the service, design, plan, template, or resource after purchase.
• You delayed or failed to provide required materials, feedback, approvals, access, or project information.
• The project changed because of a new direction, changed brief, new stakeholder request, or additional scope after production began.
• The final work was approved, delivered, downloaded, published, printed, handed off, or substantially completed.
• A digital product was downloaded, accessed, delivered, or made available to you.
• The issue is caused by unsupported software, user environment, third-party platform changes, or failure to review stated product requirements.
• You violated Fazen's Terms of Service, misused the dashboard, submitted fraudulent information, or engaged in refund or chargeback abuse.

For creative services, Fazen will usually try to resolve reasonable issues through revisions, corrections, file replacement, or support within the agreed scope before considering a refund.

For digital products, Fazen may provide replacement files, access support, download assistance, or corrected files where the issue can be reasonably fixed.

You may request cancellation of a project, service, or plan by emailing fazensocial@gmail.com. The financial effect of cancellation depends on the project status, work completed, deliverables provided, reserved production time, and any written terms for that purchase.

Fazen may cancel or refuse work if there is unpaid billing, unavailable scope, policy violation, abusive behavior, suspected fraud, unlawful content, or a project request that conflicts with our Terms of Service. If Fazen cancels before work starts, we may refund unused paid amounts unless another written agreement or legal requirement says otherwise.

Fazen may offer On-Demand Creative Plans, retainers, subscriptions, or recurring creative arrangements under a separate contract, checkout page, invoice, or written agreement.

Unless stated otherwise in the applicable agreement, cancellation stops future billing or future work but does not automatically refund prior billing periods, completed work, reserved capacity, unused time, or already delivered project value.

If a plan renews automatically through Paddle or another payment provider, cancellation and billing management may also be subject to that provider's checkout, billing, and subscription rules.

Where Paddle is used for checkout, Paddle may act as the payment provider or Merchant of Record and may apply its own refund, withdrawal, tax, chargeback, and buyer support processes.

Fazen's Refund Policy applies to the Fazen service or product relationship, while Paddle or another payment provider may control parts of the payment flow, refund processing method, transaction verification, and payment timing.

Please contact Fazen or the relevant payment provider before opening a chargeback or payment dispute. Most billing or delivery issues can be reviewed faster through support than through a bank dispute process.

If you initiate a chargeback, payment reversal, or dispute, Fazen may suspend access to the relevant project workspace, digital product, file delivery, or service while the matter is reviewed. Fazen may provide project records, delivery evidence, dashboard activity, communication history, and payment details to the payment provider where appropriate.

Fraudulent, abusive, or misleading chargebacks may result in refusal of future service, cancellation of access, or other action permitted by law and payment provider rules.

Nothing in this Refund Policy limits mandatory consumer rights that apply in your location. If applicable law gives you non-waivable refund, withdrawal, cancellation, or product defect rights, those rights will apply even if this policy says otherwise.

For global purchases, refund eligibility may be affected by local consumer protection rules, payment provider requirements, digital content access, service commencement, and whether you purchased as a consumer or business customer.

Fazen may update this Refund Policy from time to time to reflect changes in our services, products, plans, payment setup, legal requirements, or business operations. The effective date at the top of this page shows when this policy was last updated.

For refund questions, cancellation requests, or payment concerns, contact Fazen Design & Creative at fazensocial@gmail.com. Our business address is Jalan Perwira Utama, Komplek Golden Gatsu.