Refund & Cancellation Policy

30-day satisfaction guarantee

New clients may request cancellation within 30 days of the service start date if the engagement is not meeting the written scope. Hanyuze will review completed work and eligible unused service time, then confirm the appropriate refund or service adjustment.

Eligibility requirements

• The request is submitted within 30 days of the new service's documented start date.
• The concern relates to deliverables or service levels defined in the signed proposal or statement of work.
• The client has provided the access, approvals, content, and feedback reasonably required for delivery.
• Refunds apply only to eligible unused prepaid service time; completed and accepted work remains payable.

How to request a refund or cancellation

1. Contact us. Email help@hanyuzes.com with your account, service, and reason for the request.
2. Review the engagement. We compare delivery to the agreed scope, milestones, approvals, and service records.
3. Confirm the resolution. We provide a written summary of any final deliverables, service end date, and eligible credit.
4. Process the refund. Approved refunds are returned through the original payment method or agreed payment arrangement.

Monthly service cancellation

Monthly managed services may be cancelled with 30 days' written notice, unless a signed agreement specifies a different minimum term. Service continues through the notice period so we can complete an orderly handoff of access, documentation, and active work.

Non-refundable fees & exceptions

• Setup, onboarding, audit, and discovery fees are non-refundable once the associated work has begun.
• Third-party charges, advertising spend, licenses, domains, cloud usage, and vendor commitments paid on the client's behalf are non-refundable.
• Service availability issues are handled under our Service Level Agreement, including any eligible monthly service credits.

Prepaid services & refund timing

Eligible prepaid service fees are refunded on a pro-rated basis for the unused portion after the effective cancellation date. We process approved refunds within 5 business days; financial institutions may require additional time before funds appear in your account.

Need to discuss a service cancellation? Contact us with your account details.