Refund &

PZ Nexa provides professional consulting and advisory services that are knowledge- and time-intensive. When an engagement commences, the Company allocates significant human, intellectual, and operational resources to the Client.

As such, our refund policy is structured to fairly reflect work completed at the point of any cancellation request, rather than operating as a blanket no-refund or full-refund policy.

This Policy applies to all service categories offered by PZ Nexa, including: Startup Strategy, Growth Advisory, Capital Readiness, AI Consulting, Expansion Playbooks, and Retainer Engagements.

Payment terms are set out in the applicable Service Agreement. Standard payment structures include:

• (a)Project-Based Engagements: 50% deposit required before commencement; balance due upon delivery of final Deliverable or as milestoned in the SOW;
• (b)Monthly Retainers: payable in advance at the start of each calendar month;
• (c)AI Consulting Packages: full package fee due before the first session or project kickoff;
• (d)Hourly Advisory: invoiced at completion of each session, payable within 7 days.

All payments are non-negotiable once the agreed payment milestone is triggered and work has commenced, subject to the exceptions set out below.

Pre-Commencement Cancellation (before any work begins): If the Client cancels an engagement before the Company has commenced any work, the Client is entitled to a full refund of any deposit or advance payment made, less an administrative processing fee of 10% of the deposit, whichever is higher. Refund requests must be submitted within 48 hours of payment.

Early Cancellation (within the first 30% of the engagement): If the Client cancels after work has commenced but before 30% of the agreed scope is complete, the Client is entitled to a refund of 40% of the deposit paid, provided:

• (a)the cancellation notice is submitted in writing via email to hello@pznexa.com; and
• (b)no final Deliverable has been issued.

Mid-Engagement Cancellation (30% – 70% completion): If the Client cancels after 30% but before 70% of the agreed scope is complete, no refund is available on amounts already paid. The Company will issue a summary of work completed to date and close out the engagement in an orderly manner.

Late Cancellation (beyond 70% completion): If the Client cancels after 70% of the engagement is complete, the Client remains liable for 100% of the agreed contract value, including any outstanding balance. The Company will deliver all completed work product to the Client.

Retainer Cancellations: Monthly retainer agreements may be cancelled by providing 30 (thirty) days' written notice. No refund is available for the current month's retainer fee once the month has commenced. The retainer terminates at the end of the notice period.

The Company reserves the right to cancel or discontinue an engagement in the following circumstances:

• (a)the Client has failed to pay an outstanding invoice after 14 days' written notice;
• (b)the Client has failed to provide necessary information or cooperation, making it impossible to deliver the Services;
• (c)continued performance would require the Company to act in breach of applicable law or professional ethics.

In the event of Company-initiated cancellation under 4.1(b) or 4.1(c), the Client shall receive a pro-rated refund for any work not yet commenced, calculated by the Company in good faith based on actual work completed.

Where the Company cancels due to Client non-payment under 4.1(a), no refund shall be due on amounts already paid.

How to Request a Refund. All refund requests must be submitted in writing to hello@pznexa.com with the subject line "Refund Request – [Your Company Name]" and must include:

• (a)the Client's full name and company;
• (b)the date and amount of the original payment;
• (c)the reason for cancellation; and
• (d)bank account details for the refund.

Review Period. The Company will acknowledge receipt of a refund request within 3 (three) business days and will issue a final determination within 10 (ten) business days of receiving the request.

Refund Timeline. Approved refunds will be processed within 14 (fourteen) business days of the determination date, via the same payment method used for the original payment or bank transfer to the account provided.

Disputes. If the Client disputes the Company's refund determination, the matter shall be escalated in accordance with the dispute resolution provisions of the Terms and Conditions of Service.

If the Client is dissatisfied with the quality of a Deliverable or Service, the Client must raise a formal concern in writing to hello@pznexa.com within 7 (seven) calendar days of receiving the relevant Deliverable.

The Company will review the concern in good faith and may, at its discretion, offer one of the following remedies:

• (a)a revision of the relevant Deliverable at no additional cost;
• (b)a partial credit toward future services; or
• (c)a partial refund where the concern is upheld and the above remedies are not practical.

Quality concerns raised after 7 days of delivery will not be eligible for a refund but may still be addressed through revision at the Company's discretion.