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Refund Policy

Refund Policy – InfraZen Ltd
Effective date: 06/11/2025
Last updated: 21/11/2025

1. Scope

This Refund Policy applies to the following services provided by InfraZen Ltd (based at The Collingwood Buildings, 38 Collingwood Street, Newcastle Upon Tyne NE1 1JF, United Kingdom) when contracted by other businesses (i.e., business-to-business):

  • Free Discovery Call (no fee charged)

  • Penetration Testing Discovery Call

  • Technology Alignment Workshop

  • IT Audit

  • Data Security Audit
    These services may be booked via our website or by other arrangement.
    This policy does not apply to our managed services offerings (ZenCore Fusion and ZenCore Prime), which are governed by separate contracts and the Managed Services Agreement.

2. Payment

The full fee for the applicable service (explained above) is payable upfront, unless otherwise agreed in writing. The Discovery Call is free of charge.

3. Cancellation by you (the client)

  • If you cancel the booked service at least 48 hours before the scheduled time, you are eligible for a full refund.

  • If you cancel after the 48-hour period, or fail to attend, the fee remains payable and no refund will typically be issued.

  • If you cancel part-way through the delivery of a service (for example the service has commenced but not fully completed), we will consider a pro-rata refund for the remainder of the service which has not yet been delivered.

4. Cancellation or failure to deliver by InfraZen

  • We may cancel or postpone a service due to unforeseen circumstances or inability to deliver. In such cases:

  • We will offer you the option of rescheduling the service at no additional cost.

  • If rescheduling is not acceptable to you, you are entitled to a full refund of the fee paid.

5. Timeframe for refunds

  • If a refund is due under the terms of this policy, we will process the refund to you within 28 days of agreement to refund.

6. No other automatic refund rights

  • Because this is a B2B arrangement:

  • There is no automatic “cooling-off period” as you might find in consumer transactions.

  • We reserve the right to refuse a refund where the service has been completed as agreed, and you have not cancelled or requested termination in accordance with these terms.

7. Reschedule / Credit alternative

  • Instead of a refund, we may, at our discretion, offer you a credit note or an alternative date for the booked service if you prefer.

8. How to request a refund

  • To request a refund:

  • Email us at [insert contact email] with your request and details of the booking (service type, date, fee paid, reason for refund request)

  • Provide any relevant supporting information (for example, if you cancelled within the required timeframe).
    Once we receive your request and it is approved, we will process the refund or alternative as per above.

9. Amendment of this policy

  • We may amend or update this Refund Policy from time to time (for example, if our service range changes). The “Last updated” date will reflect the latest version. The applicable version will be the one published on our website at the time you book the service.

10. Governing law

  • These refund terms are governed by the laws of England & Wales.

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