Refund Policy

Prozz facilitates transactions between clients and sellers on our freelance marketplace. This Refund Policy explains the circumstances under which refunds may be issued and the process for requesting them. By using the Platform, you agree to the terms set out below.

Payments made to sellers for completed or in-progress projects are generally non-refundable once work has been delivered and accepted. However, refunds may be considered in the following circumstances:

• Non-delivery: The seller fails to deliver any work within the agreed timeframe or within 14 days of the project start date.
• Significant deviation from requirements: The delivered work materially fails to meet the agreed project requirements and the seller does not remedy the issues within a reasonable period after being notified.
• Mutual agreement: Both the client and seller agree in writing to cancel the project and issue a full or partial refund.
• Seller account suspension: If the seller's account is suspended for violations of our Terms of Use before project completion, Prozz will review the case and may issue a full refund.

Subscription fees (monthly, yearly, or per-project plans) are non-refundable except in the following cases:

• Accidental duplicate purchase: If you are charged twice for the same subscription in the same billing cycle, the duplicate charge will be refunded.
• Technical failure: If a verified technical error on our side prevented you from accessing subscription features for a substantial portion of a billing period, a pro-rated refund or account credit may be issued at our discretion.
• Annual plan cancellation within 7 days: If you purchase a yearly plan and cancel within 7 days of purchase without having used the subscription benefits, you may request a full refund.

Cancelling a subscription stops future billing but does not entitle you to a refund for the current billing period. You retain access to subscription features until the end of the paid period.

Seller tokens purchased on the Platform are non-refundable once acquired. Tokens that remain unused at the time of account closure will not be refunded.

Before submitting a refund request, we encourage clients and sellers to attempt to resolve disagreements directly. If a resolution cannot be reached, either party may open a dispute through the Platform. Prozz will review the dispute and may request additional information from both parties.

Prozz's decision on disputes is final. We reserve the right to issue full refunds, partial refunds, or deny a refund based on the evidence provided and the circumstances of each case.

To request a refund, please contact our support team within 30 days of the payment date:

• Email: support@prozz.io

Please include the following information in your request:

• Your registered email address.
• The project ID or transaction reference number.
• A clear description of the reason for the refund request.
• Any supporting evidence (screenshots, messages, etc.).

We aim to respond to all refund requests within 5 business days. Approved refunds will be processed back to the original payment method and may take 5–10 business days to appear depending on your payment provider.

If you initiate a chargeback with your bank or payment provider without first contacting Prozz, your account may be suspended pending investigation. We encourage you to resolve payment disputes directly with us before escalating to your payment provider.

We may update this Refund Policy from time to time. We will notify you of material changes via email or an in-app notice at least 14 days before they take effect. The "Last Updated" date at the top of this page reflects the most recent revision. Continued use of the Platform after the effective date constitutes acceptance of the updated Policy.

If you have questions about this Refund Policy, please contact us at:

• Email: support@prozz.io