Refund & Cancellation Policy

How our engagements are billed

We work in scoped milestones. Each statement of work sets out the milestones, what is delivered at each, and the fee attached to it. We invoice as milestones complete, or monthly in arrears for ongoing pods and managed operations.

Because fees are earned against work already performed and accepted, completed milestones are not refundable. This is the standard basis for professional services engagements and is reflected in our Master Services Agreement.

Cancelling an engagement

You may cancel an engagement at any time on 30 days' written notice, unless your statement of work provides otherwise. On cancellation you pay for:

• All milestones completed before the termination date.
• Work in progress on the current milestone, charged on a pro-rata basis for time properly incurred.
• Any third-party commitments we have entered into on your behalf that cannot be cancelled, such as cloud reservations or licences.

Deposits and prepaid amounts

Where an engagement begins with a deposit, that deposit secures team allocation and is non-refundable once the team is assigned and the engagement has begun.

Where you have prepaid for work not yet performed and the engagement is cancelled, we refund the unearned balance within 30 days of the final reconciliation, after deducting work in progress and irrecoverable third-party costs.

Discovery and assessment engagements

Fixed-fee discovery and assessment engagements are billed in full on delivery of the written output — the architecture, roadmap, or build plan. Once that output has been delivered, the fee is not refundable, because the deliverable is the value.

Meridian platform subscriptions

Meridian subscriptions are billed in advance for the agreed term. You may choose not to renew by giving notice before the end of the current term, as set out in your order form. Fees for a term already begun are not refunded on early cancellation, and access continues to the end of the paid term.

If the work is not right

If a deliverable does not meet the agreed acceptance criteria, tell us in writing within the acceptance period stated in your statement of work. We will correct it at our own cost — that is our first and preferred remedy, and it is how these situations are almost always resolved.

If we cannot bring a deliverable to the agreed standard within a reasonable time, we will agree an appropriate reduction in fees or a refund for that milestone with you. Nothing in this policy limits the remedies available to you under our Master Services Agreement or under law.

How to request a refund or raise a concern

Write to contact@zantise.com with your company name, the engagement or invoice reference, and what you would like us to put right. A director will respond within five business days.

We would rather hear about a problem early and fix it than have you live with work you are not satisfied with.

Your statutory rights

We contract with businesses, and this policy is written on that basis. If you engage us as a consumer rather than for business purposes, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 apply in addition to this policy and are not affected by it.