Refund & Cancellation

Effective date: April 17, 2026 · Last updated: April 17, 2026 · Version 1.0

This Refund & Cancellation Policy supplements the Terms of Service. Capitalised terms not defined here have the meanings given in the Terms of Service.

#1. Minimum term commitments

Each Plan has a minimum term that runs from the effective date of the Order Form:

Fees for the minimum term are owed in full even if Customer stops using the Services during that term, except where HAWZ has materially breached the Agreement and failed to cure within 30 days after written notice.

#2. Onboarding fees

One-time onboarding fees cover the workflow audit, initial interviews, and initial Application build. Onboarding fees are:

• Due in full on signing the Order Form.

• Fully refundable within seven (7) days of the Order Form effective date if HAWZ has not yet started the workflow audit.

• Non-refundable once the workflow audit begins, except as set out in Section 5 (HAWZ breach).

#3. Auto-renewal and cancellation

After the minimum term, the Order Form renews for successive one-month terms unless either party gives at least thirty (30) days' written notice of non-renewal before the end of the then-current term. Cancellation requests must be sent to billing@hawz.net from an authorised Customer contact. HAWZ will confirm receipt within five (5) business days.

#4. Early cancellation

Customer may cancel before the end of the minimum term for convenience by paying the remaining fees for the minimum term as a lump sum (or on the regular billing schedule) and giving thirty (30) days' notice. Early cancellation does not entitle Customer to a refund of fees already paid.

#5. Cancellation or refund for HAWZ breach

If HAWZ materially breaches the Agreement and fails to cure within thirty (30) days after Customer's written notice describing the breach, Customer may terminate the affected Order Form and receive a pro-rata refund of prepaid, unused fees for the period after termination. Onboarding fees are refundable in this case only to the extent they cover work not yet performed.

#6. End-of-term data handling

• Data export window (14 days). From the termination or expiry date, Customer may request a full export of Customer Content in a standard machine-readable format. HAWZ will provide the export within fourteen (14) business days after the request.

• Hosting grace (30 days). HAWZ will keep the Application available on a read-only basis for thirty (30) days after termination or expiry, to allow Customer to transition, at no additional cost. During this period, the Application is not covered by the SLA and is provided “as is.”

• Source code repository. HAWZ will provide Customer with read-only access to the source code repository for at least sixty (60) days after termination or expiry. Customer is responsible for taking a copy within that period.

• Deletion timeline. HAWZ deletes Customer Content from production systems within sixty (60) days after termination or expiry. Backups cycle out within the normal backup retention period (up to 30 days).

#7. Suspension during the grace period

HAWZ may suspend the grace period if Customer has outstanding unpaid fees, or if HAWZ is required by law to stop processing Customer Content.

#8. Chargebacks

Customer agrees to contact HAWZ before initiating a chargeback on a payment. An unjustified chargeback is a material breach of the Agreement and may result in immediate suspension of the Services and referral to collections for the amount of the chargeback plus reasonable fees.

#9. Changes

HAWZ may update this policy from time to time. Material changes are communicated at least thirty (30) days before they take effect and do not change the terms of an Order Form currently in its minimum term.