Refund & Cancellation Policy.Fair & transparent.

1. Scope and purchase channel

This policy applies to purchases made directly from Hozina through an official Hozina checkout, invoice or accepted proposal. If you purchase a Hozina product through Microsoft Store or another marketplace, that platform's purchase, cancellation and refund process may apply. Submit the request through the platform used for the purchase and follow its current terms. Contact Hozina if the platform asks us to verify the product or order.

The purchase confirmation, invoice, checkout page, EULA and accepted SOW may contain additional product- or project-specific terms. Mandatory consumer rights and applicable law prevail if a term conflicts.

2. Before placing an order

Before purchasing, review the product description, supported Windows versions, system requirements, licence type, included features, price, taxes, payment method and any trial or subscription terms shown at checkout. For services, review the accepted proposal or SOW, including deliverables, exclusions, milestones, revision limits, customer responsibilities, third-party charges, support and payment schedule.

If information is unclear, contact us before paying. A calculator, demo or informal estimate is not a binding quotation unless confirmed in an accepted proposal or order.

3. Windows software and digital products purchased directly from Hozina

Software is a digital product. Once a download, licence or activation has been supplied, a change-of-mind refund may not always be available. However, this does not exclude a refund or other remedy where the product is defective, materially different from its description, inaccessible, not supplied as agreed, or where applicable law requires a remedy.

You may request a refund or other appropriate resolution where, for example:

• you were charged more than once for the same order;
• payment was captured but the order or licence was not successfully supplied;
• a licence cannot be activated because of an issue attributable to Hozina and we cannot resolve it within a reasonable time;
• the product has a reproducible defect that materially prevents the principal advertised functionality and we cannot provide a reasonable fix or workaround within a reasonable time;
• the product materially differs from the features or access expressly agreed at purchase; or
• another circumstance gives you a refund or other remedy under applicable law or the purchase platform's rules.

Where appropriate, we may first offer troubleshooting, a corrected download, licence reissue, update, workaround or repair. This does not remove a refund right where a refund is required by law or is the appropriate remedy for the circumstances.

If you simply change your mind after a correctly supplied digital product has been downloaded, activated or used, a discretionary refund is not guaranteed unless the checkout, EULA, marketplace policy or applicable law provides one. This provision does not override mandatory consumer rights.

Please report a technical or delivery issue as soon as reasonably possible and, where practicable, within 7 calendar days of purchase so that we can investigate promptly. This is a requested reporting period for efficient support; it does not shorten any mandatory statutory right or platform refund period.

4. Professional services, projects and deposits

Professional services are governed by the accepted proposal, SOW or service agreement. The refund or cancellation amount depends on the work already completed, project milestones, approved third-party costs and the applicable agreement.

4.1 Cancellation before work begins

If you cancel before Hozina has started work, we will review the amount paid and refund the unearned portion. Any deduction for an actual, unavoidable third-party cost or other agreed cost must have been disclosed and approved in the accepted proposal or SOW and must be lawful and reasonable. We will not impose an undisclosed or punitive cancellation charge.

4.2 Cancellation after work has started

If work has started, the amount due may include the reasonable value of work completed up to the cancellation date, milestones already delivered, and third-party costs that you approved and that cannot reasonably be cancelled. Any remaining prepaid amount for work not performed will be assessed for refund under the SOW and applicable law.

A milestone fee for work already completed and delivered may not be refundable where the deliverable conforms to the agreed scope and applicable law permits that outcome. Future milestones that have not started are not automatically forfeited. The parties should document the work completed, outstanding items and any handover arrangements.

4.3 Cancellation by Hozina

If Hozina cancels a project without a customer breach or another contractual basis that permits retention of the amount, we will refund the unearned portion of prepaid fees for work not performed, subject to the accepted agreement and applicable law. We will also discuss delivery or handover of paid work in progress where appropriate.

4.4 Customer delays or scope changes

If progress is blocked by missing information, access, approvals or customer decisions, the delivery schedule may be revised as permitted by the SOW. Additional work or changes outside the agreed scope require written approval and may incur additional charges. A delay or change does not automatically create a refund right, but it also does not remove rights available under the agreement or law.

4.5 Cancellation symmetry and fair charges

In accordance with Rule 4(8) of the Consumer Protection (E-Commerce) Rules, 2020, Hozina Technologies does not impose arbitrary or unilateral cancellation charges on consumers. Any cancellation charges applied by Hozina upon a customer cancellation will be reasonable, proportionate, and reflective of actual, documented work performed or unavoidable third-party commitments incurred prior to cancellation. Furthermore, Hozina shall bear similar mutual obligations or liabilities should Hozina unilaterally cancel an accepted engagement without cause.

5. Duplicate, failed and unauthorised payments

If you believe you were charged twice, paid but did not receive the order, or see a transaction you do not recognise, contact us promptly with the order reference and transaction date. Do not send your full card number, banking password, OTP, PIN or payment login credentials. We will check the transaction with the payment provider and take the appropriate corrective action, including a refund where a duplicate or failed transaction is confirmed and a refund is due.

If you believe a payment was unauthorised, contact your bank or payment provider promptly as well as notifying us.

6. Subscriptions and recurring payments

A recurring subscription or auto-renewing plan will be offered only if expressly shown at checkout. Before you confirm, the checkout must disclose the price, billing interval, renewal terms, cancellation method and applicable taxes. A recurring payment must not be activated through a pre-selected or ambiguous choice.

If a subscription is offered, you may cancel future renewals using the cancellation method shown in the account or checkout, or by contacting us. Cancellation stops future renewals; it does not automatically refund a billing period already started or services already supplied, except where the checkout terms or applicable law provide otherwise. If no subscription is offered, this section does not create one.

7. Purchases through Microsoft Store or another marketplace

For a purchase made through Microsoft Store or another third-party marketplace, submit the refund or cancellation request through that marketplace's current order history and support process. The marketplace may control payment processing, order records, cancellation windows and refund decisions. Hozina cannot promise to override the marketplace's decision or timeline, but may provide reasonable product or transaction information when requested by the platform.

8. Items and costs that may not be refundable

Subject to applicable law and the specific order, the following may not qualify for a discretionary refund:

• a correctly supplied digital product where the customer changes their mind after download, activation or use and no mandatory or platform refund right applies;
• work already completed and delivered in accordance with an accepted SOW;
• a third-party product, subscription, domain, hosting plan or service purchased directly from another provider, which is governed by that provider's policy; or
• a cost or expense that was clearly disclosed, specifically approved by the customer, actually incurred and lawfully non-refundable.

This section does not exclude remedies for defective, deficient, materially misdescribed or undelivered products or services, nor any other non-excludable statutory right.

9. How to request a refund or cancellation

Submit the request through https://hozina.com/contact and select or write “Billing / Refund / Cancellation Request”. Include:

• your name and the email address used for the order;
• order number, invoice number or project reference;
• product name and version, or the relevant service/SOW;
• purchase date and payment transaction reference (a partial reference is sufficient where possible);
• a clear description of the issue and the resolution you are requesting; and
• relevant screenshots or error details, after removing passwords, private keys, full payment details and other secrets.

For a software issue, include the Windows version and product version where possible. Do not send a full licence secret, password, OTP, payment card number or bank credential through the contact form.

We may ask for reasonable information to verify the order and assess the request. We will not ask for your banking password, OTP or full card security code.

10. Review, acknowledgement and refund processing

We will review the request, may ask for additional information, and will explain the decision or next step. We aim to acknowledge a consumer grievance within 48 hours and resolve it within one month, or sooner where applicable law requires. The grievance process will be operated in accordance with the Consumer Protection (E-Commerce) Rules and other applicable requirements to the extent they apply to the transaction.

For an approved refund, Hozina will initiate the refund to the original payment method promptly (standard target: within 7 business days following formal approval). The payment provider, card issuer, or bank may require additional time to process and post the credit to your account. The actual posting timeline depends on the payment method and banking provider. If applicable law or the payment provider requires a different or shorter timeline, that requirement prevails.

Refunds are normally made to the original payment method. If that method is closed or cannot accept a refund, we may ask for reasonable verification and agree a lawful alternative. We will not ask you to disclose banking passwords, OTPs or card PINs.

11. Chargebacks and disputes

If you have a concern, contact us so we can investigate and try to resolve it. You may also use any dispute or chargeback process available through your bank, card issuer, payment provider or marketplace. Nothing in this policy prevents you from using a statutory consumer remedy or other right available under law.

12. Consumer rights and applicable law

This policy is intended to explain Hozina's process, not to remove rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 as amended, or any other applicable law. If a product or service is defective, deficient, materially misdescribed, not supplied as agreed or otherwise subject to a mandatory remedy, this policy will be applied consistently with that law.

The Consumer Protection (E-Commerce) (Amendment) Rules, 2026 have a stated commencement date of 1 January 2027. Hozina must review the applicability of those amendments and update checkout disclosures, grievance processes, price presentation, consent controls and any required compliance procedures before operating a relevant online sales flow after that date.

13. Grievance officer and contact

For billing, refund, cancellation requests, or consumer grievances, use https://hozina.com/contact (select “Billing / Refund / Cancellation Request”) or contact our designated Grievance Officer directly:

Grievance Redressal Procedure & Timelines

In accordance with the Consumer Protection (E-Commerce) Rules, 2020:

• Acknowledgement: The Grievance Officer will acknowledge any consumer complaint or billing dispute within 48 hours of receipt with an assigned reference number.
• Redressal: The complaint will be investigated and addressed within one month of receipt, subject to applicable law and third-party banking investigation requirements.
• Regulatory Transition (January 1, 2027): Pursuant to the Consumer Protection (E-Commerce) (Amendment) Rules, 2026, commencing 1 January 2027, the grievance redressal mechanism will also provide complainants with an official copy of the grievance as recorded by the Grievance Officer.

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