Refunds and
Withdrawal

• Not started yet? Cancel for a full refund at any time, up to 12 months after payment.
• Changed your mind after we started? Within 14 days of payment you can still withdraw. You pay only for the work already done, as set out below. Once the Order has been fully delivered at your request, the right of withdrawal ends.
• Late first draft. If it is more than 5 business days late through no fault of yours, you can cancel for a full refund.
• Work that does not match its description. We fix it at no cost, or refund you if we cannot.
• Bundles. Deliverables that have not started can be cancelled and refunded at their share of the bundle price.
• Refunds are paid within 14 days to the card you paid with. We do not charge any fee.

If you are a consumer, you have the right to withdraw from this contract within 14 days without giving any reason (Decreto-Lei 24/2014). The withdrawal period ends 14 days after the day the contract is concluded, which is the day your payment is confirmed. We extend the same right to business customers.

To exercise it, tell us by a clear statement, for example an email to hello@zavierflow.com, a letter to our postal address, or the model form in section 10. It is enough that you send your message before the period ends.

If we have not started work, we refund everything you paid.

If you asked us at checkout to start during the withdrawal period and we have started, you pay an amount proportionate to the work carried out until you told us you were withdrawing, compared with the full Order. To keep this simple and predictable, we calculate it by stage:

If you believe the work actually done was less than the stage suggests, tell us and we will take it into account. If you did not ask for an early start, we only start work after the withdrawal period, so a withdrawal within it always gives you a full refund.

If you withdraw, no rights in any draft are granted to you and you must not use it.

An Order starts when we receive your complete brief and begin work. Until then, you can cancel at any time up to 12 months after payment and get a full refund. If we have not received your brief after 12 months, we email you before closing the Order and refund you in full if you do not want to continue.

Each deliverable states the time to the first draft, counted in business days from the day we receive your complete brief (or from the end of the withdrawal period if you did not ask for an early start). If we miss that date by more than 5 business days, and the delay is not caused by you (for example by missing answers, files or access we asked for), you can cancel the Order for a full refund at any time before it is complete.

If a deliverable is missing something its page says it includes, or does not follow the brief you gave us, tell us and we will correct it at no cost, in addition to any revision rounds. If we cannot correct it within a reasonable time, we refund you in full or in proportion, as you prefer. This does not affect your statutory rights as a consumer.

A bundle is one Order. Within the withdrawal period, the rules in section 3 apply to each deliverable in it, using its share of the bundle price. Outside that period, you can cancel the deliverables that have not started. Each one is refunded at its share of the bundle price, which is proportional to its price on its own and rounded up in your favour:

Outside the cases above and your statutory rights, a change of mind is not a reason for a refund once the 14-day period has passed and work has started. This includes work already delivered, Orders completed because we did not hear from you as described in our Delivery and Revisions policy, costs you paid directly to third parties such as Webflow, and disappointment with business results that we do not promise.

Email hello@zavierflow.com from the address you used at checkout, or include it in your message, with your order reference if you have it. We confirm receipt within 2 business days. We pay refunds without undue delay and in any case within 14 days of receiving your withdrawal or of agreeing the refund, using the same payment method you used, through Stripe, at no cost to you. Your bank usually takes 5 to 10 business days to show it. We issue a credit note for every refund.

You can withdraw with any clear statement. If you prefer, copy and complete this form and send it to hello@zavierflow.com or to our postal address:

Modelo de formulário de livre resolução, em português:

If something went wrong, please write to us first. Most issues are solved within a day or two, while a bank dispute can take months. You can also use the Livro de Reclamações Eletrónico or the consumer arbitration entities listed in our Legal Notice.