Cancellation & refunds.

How to request cancellation

Send a written request to leads@thezavino.com with your name, company, project or invoice reference, and the work you wish to cancel. A WhatsApp request is also accepted if we can identify and confirm the engagement. We will confirm receipt and discuss the work completed, any commitments, and the next steps.

Before work starts

If you cancel before work begins and before we have incurred approved, non-recoverable third-party costs, your advance is refundable in full. Where such costs have already been committed with your approval, we deduct only those documented costs and refund the remaining unused amount. An advance is not automatically forfeited simply because you cancel.

After work has started

We will reconcile your payments against work actually completed and approved, non-recoverable commitments made for your project. Completed work is valued using the accepted proposal’s milestones or agreed rates. We will provide a breakdown rather than apply an arbitrary cancellation charge.

If your payments exceed that amount, the unused balance is refundable. If completed work and approved commitments exceed the amount paid, the outstanding balance remains due under your agreement. We stop avoidable further work and spending after cancellation is confirmed.

Production and third-party costs

Examples of committed costs include approved studio or venue bookings, talent, travel, printing, media placements, and third-party licenses. Refunds of these costs depend on the supplier’s terms and what can be recovered. We will identify the commitments and pass on recovered amounts attributable to your project. Advertising spend already used by a platform cannot be refunded by Zavino.

Monthly partnerships

Unless an accepted proposal provides otherwise, recurring retainers require 30 days’ written notice. Services continue during the notice period unless we agree another arrangement. Fees for work delivered and approved commitments remain payable. Any prepaid amount for services after the effective cancellation date is reconciled and the unused balance refunded. A proposal may define a minimum term or reserved capacity; these must be disclosed and agreed before the engagement begins.

If there is a problem with the work

If a deliverable does not meet the agreed scope, contact us with the specific issue. We will review it and discuss correction, re-performance, or an appropriate refund for any undelivered portion. Approval of a creative direction does not remove rights relating to a failure to supply agreed services. A change in preference after approved work is completed is handled through revisions or a new scope.

If Zavino cancels

If we cannot continue an engagement, we will notify you, account for any usable work delivered, and refund the unused prepaid amount for services we will not provide. We will discuss an orderly handover and any outstanding third-party commitments. Your applicable statutory rights continue to apply.

Refund method and timeline

Once a refund is approved in writing and the necessary transaction details are confirmed, we process the approved refund within 7 to 10 working days. We will send confirmation when it has been submitted.

Refunds are returned through the original payment method, including SSLCommerz where it processed the payment, unless another lawful method is agreed. The payment provider or bank controls when the credit appears in your account, and additional settlement time may apply. We cannot guarantee a bank’s posting date.

We do not ask you to disclose a card PIN, full card security details, or an OTP to receive a refund. If your refund has not arrived after the expected settlement period, contact us with the original transaction reference so we can follow up.

Your agreement and rights

This policy works alongside your accepted proposal and our Terms & Conditions. Any specific cancellation arrangement must be made clear in that proposal. Nothing in this policy excludes a refund, remedy, or other right required by applicable law.