Refund Policy

Markzento's transparent policy on refunds, cancellations, and billing for digital marketing and website development services.

1. Monthly Marketing Plans

Our monthly marketing plans (Starter, Growth Marketing, Premium Marketing) include:

  • First month: The first month's fee is non-refundable as it covers onboarding, strategy development, account setup, and initial campaign build-out.
  • Subsequent months: You can cancel anytime with 30 days written notice. If you cancel mid-cycle after a billing date, services continue until the end of that paid cycle and no refund is issued for the remaining days.
  • Annual prepayments: If you prepay for a year and cancel early, we refund the unused full months on a pro-rata basis, minus a 15% administrative fee.

2. Website Development Projects

Our one-time website development projects (Business Website, E-commerce Website) include:

  • Before work begins: If you cancel before we start any work, the 50% advance is refundable minus a 10% administrative fee to cover planning and discovery time.
  • After work begins: Once design or development work has started, the advance payment becomes non-refundable as it covers the work already completed.
  • Project completion: The final 50% balance is due upon delivery. If you refuse to pay the balance, the project remains our property and will not be handed over.
  • Defects & revisions: If the delivered website has functional defects, we will fix them free of charge within 30 days of delivery. This does not constitute grounds for a refund.

3. Refund Request Process

To request a refund, please follow these steps:

  • Send an email to info@markzento.com with the subject line "Refund Request" and include your name, project or plan details, and the reason for the request.
  • Our team will review your request within 5 business days and respond with a decision.
  • Approved refunds are processed within 10 business days to the original payment method.
  • Refunds are issued in Pakistani Rupees (PKR) or the original transaction currency, at our discretion.

4. Non-Refundable Items

The following are strictly non-refundable:

  • Third-party advertising spend (Google Ads, Meta Ads, TikTok Ads budgets) paid directly to platforms.
  • Domain registration, hosting, SSL, and email services purchased on your behalf from third-party providers.
  • Stock images, fonts, plugins, themes, or software licenses purchased for your project.
  • Services already delivered, including strategy sessions, audits, reports, and published content.
  • Rush delivery or expedited service fees.

5. Cancellation Policy

To cancel any ongoing service, please notify us in writing (email or WhatsApp) at least 30 days before your next billing date. Verbal cancellations or cancellations sent to individual team members are not considered official. Cancellations take effect at the end of the then-current billing cycle.

6. Satisfaction Commitment

We stand behind the quality of our work. If you are ever unhappy with our service, we want to know. Before requesting a refund, we encourage you to raise your concerns directly with your account manager or our leadership team. In many cases, we can resolve issues quickly through additional work, strategy adjustments, or a revised approach. Your success is our success, and we will always make a genuine effort to make things right.

7. Chargebacks & Payment Disputes

If you believe a charge is incorrect, please contact us first before initiating a chargeback with your bank or card provider. We are committed to resolving billing disputes fairly and promptly. Unauthorized chargebacks for services legitimately rendered may result in immediate suspension of services and may be contested with evidence of work completed.

8. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. The updated version will be posted on this page with a revised "Last updated" date. Refund requests are governed by the policy in effect at the time of your purchase.

9. Contact Us

For refund requests or any questions about this policy, please contact us:

  • Email: info@markzento.com
  • Phone / WhatsApp: +92 329 8046640
  • Address: Shoukat Town, Lahore, Punjab, Pakistan
  • Hours: Monday to Saturday, 9:00 AM to 7:00 PM PKT