Refund & Cancellation Policy

1. Nature of the service

Zahavi Digital Clarity provides website, lead and customer journey diagnostic services.

Depending on the agreed package and scope, deliverables may include:

• written diagnostic analysis;
• website and customer journey review;
• technical and functional observations;
• analytics and measurement review;
• SEO and organic visibility review;
• lead journey and follow-up review;
• a written diagnostic report;
• written findings and priority recommendations;
• an optional short final walkthrough where included or separately agreed;
• a prioritised action list;
• a 90-Day Action Plan where included in the agreed package.

Payment is made for individual professional work, analysis, interpretation, prioritisation and the agreed deliverables.

Payment is not for a guaranteed business result.

2. Business clients and mandatory consumer rights

Zahavi Digital Clarity is intended primarily for:

• businesses;
• companies;
• business owners;
• freelancers;
• self-employed professionals;
• commercial projects.

A transaction made for a business or commercial purpose may not be treated as a consumer transaction.

Whether consumer-protection rules apply depends on the specific circumstances, including:

• the legal status of the purchaser;
• the purpose of the purchase;
• how the transaction was concluded;
• the nature and timing of the service;
• applicable mandatory law.

Where mandatory consumer rights legally apply, those rights take priority over any conflicting part of this policy.

3. Process before payment

The normal process is:

• the client submits an initial written diagnostic request;
• Zahavi Digital Clarity reviews the request for basic suitability;
• the recommended package or scope is discussed;
• the scope, price and required information are confirmed;
• the client accepts the scope;
• payment is made;
• required information or access is provided where applicable;
• diagnostic work begins.

No payment is required merely to submit the initial request.

A basic fit check is not normally treated as paid substantive diagnostic work.

4. When paid diagnostic work starts

Paid diagnostic work normally starts after the agreed starting conditions have been met.

These conditions may include:

• scope confirmation;
• client acceptance;
• payment;
• receipt of required information;
• receipt of working access where required.

Substantive work may include:

• reviewing the website beyond the initial fit check;
• reviewing analytics, traffic or conversion information;
• reviewing SEO, indexing or search visibility;
• testing forms, buttons, enquiry paths or important journeys;
• reviewing lead-handling or follow-up processes;
• reviewing client documents, screenshots or reports;
• performing project-specific tests;
• preparing written findings and priorities;
• preparing the written diagnostic report or action plan.

5. Cancellation before paid work starts

If the client cancels before paid diagnostic work starts, the client will generally be eligible for a refund of the amount paid for the unperformed service.

Any deduction may be made only where:

• it was clearly agreed in advance;
• a real third-party cost has already been incurred;
• the deduction is reasonable in the circumstances;
• the deduction is permitted by applicable law.

Where mandatory law requires a full refund or different treatment, that mandatory requirement applies.

6. Cancellation after paid work starts

If the client cancels after substantive diagnostic work has started, any refund may be reduced to reflect:

• work already performed;
• research and testing already completed;
• professional review and interpretation;
• project-specific preparation;
• deliverables already prepared or delivered;
• reasonable non-refundable third-party costs;
• reserved working time where legally permitted.

Where appropriate, Zahavi Digital Clarity may provide:

• a partial refund for the unperformed portion;
• the work completed up to the cancellation date;
• a summary of the current project status;
• another reasonable resolution agreed with the client.

The calculation will be made in good faith and subject to mandatory applicable law.

7. If Zahavi Digital Clarity cancels the project

Zahavi Digital Clarity may cancel or end a project where:

• the service is no longer a suitable fit;
• the project cannot reasonably be completed;
• required information or access is not provided;
• the client requests illegal, deceptive or unsafe conduct;
• the client behaves abusively or threateningly;
• a material conflict of interest arises;
• continuing would create unreasonable legal, security or professional risk;
• circumstances outside reasonable control prevent completion.

If Zahavi Digital Clarity ends the project before substantive work starts, payment for the unperformed service will generally be refunded.

If work has already started, the client will normally be charged only for work reasonably performed and approved costs already incurred, subject to mandatory law.

Any remaining amount due to the client will be refunded or another resolution will be agreed.

8. Mandatory cancellation rights

Some transactions may be subject to mandatory Israeli consumer-protection rules or other applicable consumer law.

Where such rules apply, matters such as:

• the cancellation period;
• the method of cancellation;
• timing before a service begins;
• permitted cancellation fees;
• refund timing;
• extended rights for certain consumers;
• remedies for breach or non-conformity;

will be determined by the law applicable to the specific transaction.

9. Service not provided or materially outside the agreed scope

Nothing in this policy removes a client's legal rights where:

• the agreed service is not provided;
• a paid deliverable is not delivered;
• the service materially differs from the confirmed scope;
• Zahavi Digital Clarity materially breaches the agreed terms;
• mandatory law provides another remedy.

The client should contact Zahavi Digital Clarity promptly and explain the concern.

Depending on the circumstances, an appropriate resolution may include:

• clarification;
• reasonable correction;
• completion of an omitted agreed item;
• partial refund;
• full refund where legally required or appropriate.

10. Failure to provide required information or access

The client is responsible for providing agreed information, responses and access where reasonably required.

If the client:

• does not provide required information;
• provides materially incomplete information;
• delays necessary responses;
• provides access that does not work;
• removes required access during the project;

Zahavi Digital Clarity may:

• pause the project;
• adjust the timeline;
• limit the analysis;
• complete the diagnostic using available information;
• recommend a revised scope;
• end the project where completion is no longer reasonable.

Failure to provide agreed information after work has started does not automatically create a right to a full refund.

Any refund will depend on work already performed, the remaining unperformed portion, the agreed scope and mandatory law.

11. Changes to the agreed scope

A request for work beyond the agreed scope may require:

• a new quotation;
• a different package;
• additional payment;
• a revised timeline;
• a separate written agreement.

The client is not required to accept an expanded scope.

If the expanded scope is not accepted, Zahavi Digital Clarity may:

• complete the original scope where reasonably possible;
• limit the diagnostic to available evidence;
• deliver the work already completed;
• end the project where the original scope can no longer reasonably be completed.

Work already performed under the original scope remains payable, subject to mandatory law.

12. No refund based only on business results

Zahavi Digital Clarity does not guarantee:

• more leads or customers;
• higher sales, revenue or profit;
• specific SEO rankings or indexing;
• traffic growth;
• improved advertising results;
• lower acquisition costs;
• higher conversion rates;
• increased customer lifetime value;
• return on investment;
• results produced by later implementation.

A refund is not automatically due merely because:

• the client does not achieve a desired commercial result;
• the client disagrees with a finding or recommendation;
• the client chooses not to implement recommendations;
• a third party implements recommendations incorrectly;
• market conditions or third-party platforms change.

This section does not remove any right relating to:

• failure to provide the agreed service;
• material non-conformity with the agreed scope;
• breach of contract;
• mandatory applicable law.

13. Optional short final walkthrough rescheduling and non-attendance

Where a package includes an optional short final walkthrough, the meeting will take place at an agreed time through an agreed communication method.

The optional short final walkthrough is not required before starting the written diagnostic.

The client may request rescheduling with reasonable advance notice.

Where possible, Zahavi Digital Clarity will offer another reasonable available time.

If the client does not attend and does not provide reasonable notice, the session may be treated as used where:

• the time was clearly agreed;
• the meeting time was reserved;
• the diagnostic work and materials were already prepared;
• such treatment is permitted by applicable law.

A missed optional short final walkthrough does not automatically create a right to a full refund for diagnostic work already performed.

14. How to cancel

A cancellation request should be made clearly in writing.

You may send the request by:

• email; or
• WhatsApp where you are already communicating with Zahavi Digital Clarity.

Include enough information to identify the transaction, such as:

• your full name;
• business name where relevant;
• the email address used for the request;
• the payment date where payment was made;
• the selected package or agreed scope;
• a clear statement that you wish to cancel.

A reason is not required where applicable law does not require one.

15. Review of a cancellation or refund request

A request will be reviewed in good faith based on:

• the written scope;
• the date and method of purchase;
• whether paid work has started;
• the work already performed;
• the deliverables already prepared or delivered;
• the unperformed portion of the service;
• the reason the project could not continue;
• mandatory legal rights.

Zahavi Digital Clarity may request reasonable information needed to identify the transaction and assess the request.

An internal review process does not extend a shorter deadline imposed by mandatory law.

16. Refund method and timing

Where a refund is due or approved, it will normally be returned:

• to the original payment method; or
• through another reasonable method agreed by both parties.

Where applicable law requires a particular refund period, that legal period applies.

After a refund has been properly initiated, the time required for the funds to appear may depend on:

• the bank;
• card issuer;
• payment processor;
• payment platform;
• other third-party financial systems.

Confirmation of the initiated refund may be provided where reasonably available.

17. Payment-processing and third-party costs

Payment-processing fees, bank charges, currency-conversion costs or other transaction costs will be handled according to:

• the payment provider's rules;
• the agreed written scope;
• the reason for cancellation;
• applicable law.

A fee will not be deducted where mandatory law:

• requires a full refund;
• prohibits the deduction;
• requires different treatment.

18. Chargebacks and payment disputes

Clients are encouraged to contact Zahavi Digital Clarity directly before beginning a payment dispute, so the concern can be reviewed and an appropriate resolution considered.

Where a chargeback or payment dispute occurs, Zahavi Digital Clarity may provide relevant documentation to the payment provider, including:

• scope confirmations;
• payment records;
• communications;
• work records;
• reports or deliverables;
• cancellation correspondence.

Nothing in this section limits a mandatory right to contact a:

• bank;
• credit-card company;
• payment provider;
• regulator;
• consumer-protection authority;
• court or other competent body.

19. Consumer complaints

If you believe that a mandatory consumer right has not been respected, you are encouraged to contact Zahavi Digital Clarity first so the matter can be reviewed directly.

Where consumer-protection law applies, a consumer may also contact the relevant authority or another competent body.

In Israel, complaints relating to transaction cancellation may be submitted to the Consumer Protection and Fair Trade Authority, subject to its authority and procedures.

Consumer Protection and Fair Trade Authority

The Authority may not have jurisdiction over a commercial dispute between two businesses.

20. Governing law

This Refund & Cancellation Policy is governed by the laws of the State of Israel, unless mandatory applicable law requires otherwise.

The treatment of a specific cancellation request may depend on:

• the purchaser's legal status;
• the purpose of the purchase;
• how the transaction was concluded;
• the confirmed scope;
• when cancellation was requested;
• whether work had started;
• how much work had been performed;
• applicable mandatory law.

21. Language and translations

This policy may be available in English, Russian and Hebrew for convenience and accessibility.

If different language versions conflict, the English version will generally apply, unless:

• a project-specific written agreement states otherwise;
• mandatory applicable law requires another result.

Clients should read the version they understand best before accepting a scope or making payment.

22. Changes to this policy

Zahavi Digital Clarity may update this policy to reflect changes in:

• services;
• business processes;
• payment methods;
• technology;
• legal or regulatory requirements.

The date at the top of the page identifies the current version.

An updated website policy does not automatically change an existing project-specific agreement or remove rights that arose under an earlier agreement.

23. Contact

For cancellation, refund or policy questions, please contact:

This policy describes the general cancellation and refund approach for Zahavi Digital Clarity diagnostic services. It does not replace individual legal advice.