Refund Policy

This policy covers everything you can pay for on lawzana.com. The seller is Lawzana Limited, a company registered in Hong Kong (N. registrazione impresa 72690196), with its registered office at Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Kowloon City, Hong Kong S.A.R.

Everything we sell is a digital service — a directory listing and the leads it produces, or an order placed with a law firm through our marketplace. Nothing is shipped: there are no physical goods, so there is no delivery, return or restocking step in any of what follows.

Where this policy and our Terms of Service describe the same thing, the Terms govern. This page is the plain-language version.

Directory plans (Starter, Pro and Elite, billed monthly or yearly) renew automatically until you cancel.

Cancelling. You can cancel at any time from your dashboard — no email, no notice period. Your listing keeps every paid feature until the end of the period you have already paid for, and then drops to the free plan. Cancelling stops the next charge; it does not refund the period you are in.

No pro-rata refunds. We do not refund part of a month or part of a year because you stopped using the listing early. You keep the access you bought until it runs out.

First-year promotional prices. A discounted first year is sold as a year. It is refundable within 14 days of the charge; after that it is non-refundable, except where the law of your country says otherwise — if it does, that law wins over this paragraph.

Duplicate or mistaken charges. If you were charged twice, charged after cancelling, or charged on an account that is not yours, we refund it in full. Write to [email protected] within 30 days of the charge and we will not argue about it.

When you buy a fixed-price service from a law firm through our marketplace, we hold your payment. The firm is not paid when you check out; it is paid after it has accepted the order and delivered the work. Lawzana is the facilitator, not your lawyer — the engagement is between you and the firm.

Before the firm accepts — full refund. The firm has 48 business hours (weekends excluded, in the firm's timezone) to accept or decline. If it declines, withdraws, or lets the window pass, you are offered the choice to keep waiting or to cancel for a full refund, and the order is cancelled and refunded in full if you do not answer within a further 48 hours. A refund at this stage includes the service fee. You can also cancel yourself within 30 minutes of ordering, as long as the firm has not opened the order yet.

After the firm accepts — the service fee is earned. Once a firm accepts, the service fee is non-refundable, because the work of matching and holding the order is done. The one exception is fault on the firm's side or ours: a firm that withdraws after accepting, a dispute resolved in your favour, or a platform failure means the whole amount comes back, service fee included.

After delivery — your window to dispute. You have seven days from delivery to confirm the work or open a dispute. If you say nothing, the order is confirmed automatically and we still hold the firm's payout for a further 3 business days, so a late problem is not a lost one. Confirming the order yourself releases the payout immediately.

Partial refunds. Most disputes end somewhere in the middle: part of the work was delivered, part was not. Where you and the firm agree on a partial refund — or where our review concludes on one — we refund that amount and release the rest.

How the money comes back. Every refund goes to the original payment method. Card refunds usually appear within 5–10 business days once we issue them; the exact timing is your bank's, not ours.

Disputes about the platform — payments, refunds, releases — are decided by us and that decision is final. Disputes about the legal work itself stay between you and the firm, and may be a matter for the bar or regulator where the firm practises. Full terms: Terms of Service §22.

Email [email protected] from the address on the account. Tell us the order number or the firm name, the date of the charge, and what went wrong. That is the whole process — there is no form.

We answer within one business day, Monday to Friday, Hong Kong time, and decide within five business days of having what we need. Marketplace disputes can also be opened from the order page in your dashboard, which is faster because the order history is already attached.

If we say no, we tell you why, in writing. Contact details are here.

This policy is governed by the laws of Hong Kong, consistent with our Terms of Service, and nothing here removes a right you have under the consumer law of your own country.