Refund & Cancellation Policy
This policy describes how cancellations and refunds are handled for scope-based services. It is designed to be clear and practical.
1. Definitions
- Scope: the agreed set of deliverables and revision rounds.
- Work started: we have begun preparing deliverables after confirming required details.
- Deliverables: materials such as shortlists, checklists, summaries, and structured notes.
2. Cancellation before work starts
If you cancel before we start work on the agreed scope, we may issue a refund depending on payment method and any non-recoverable processing fees. If a refund is available, we will process it within a reasonable period.
3. Cancellation after work starts
If work has started, refunds may be partial or not available, depending on the portion of deliverables completed and time already spent. We aim to be transparent about what has been completed and what remains.
- Early-stage cancellation: may allow a partial refund after deducting work already performed.
- Mid-stage cancellation: may result in reduced or no refund depending on progress.
- After delivery: generally no refund, since the service output has been provided.
4. Revisions and change requests
If the scope includes revisions, we will apply revisions according to the agreed revision rounds. If your requirements change significantly, we may propose a scope update. A scope update may change timelines and charges.
5. Exclusions
Refunds are generally not available for:
- Completed deliverables already provided to you.
- Requests where required information was not provided after reasonable follow-up attempts.
- Non-recoverable processing costs charged by payment providers.
6. Digital services note
Our services involve preparing digital deliverables (documents, tables, checklists). Once delivered, the service may be considered performed. This can affect refund eligibility depending on applicable rules.
7. How to request a cancellation or refund review
Send an email to [email protected] with:
- Your name and contact email
- Reference to the scope (if available)
- The reason for the request
8. Disputes
If there is a dispute, we encourage contacting us first. We will review the request and share a written response. This policy does not limit any rights you may have under applicable consumer rules.
9. Contact
ZyraNow Residence Concierge GK
〒107-0062 Tokyo-to, Minato-ku, Minami-Aoyama 3-8-40, Japan
Phone: +81 3-6822-5174
Email: [email protected]