1. Subscription plans
You may request a refund for a subscription charge within 30 days of the charge. We may reduce or deny a refund where the account has used a substantial portion of the included service, violated our Terms of Service, or shows evidence of fraud or abuse. This policy does not limit rights that cannot be waived under applicable law.
2. Usage credits and one-time digital purchases
Unused usage credits may be refunded if you contact us within 14 days of purchase. Used credits are not refundable because the associated computing, model, data, and infrastructure services are delivered when used. If a credit package has been partially used, any refund for the unused portion is at our reasonable discretion.
3. Custom services and order forms
Custom agent development, onboarding, implementation, data work, and enterprise services are governed by the signed order form or statement of work. Deposits and completed milestones are non-refundable unless that agreement says otherwise. If a written agreement includes different refund terms, those terms control.
4. Cancellation
Cancelling a subscription prevents the next renewal. Unless a refund is approved under this policy, cancellation does not create a refund for the current billing period. You can continue using paid access until the end of that period, subject to the Terms of Service.
5. Service failures and duplicate charges
Contact us if you were charged more than once, charged the wrong amount, or could not receive a purchased service because of a verified failure on our side. We will investigate and correct confirmed billing errors. Service credits may be offered where they provide a faster or more useful resolution, but you may decline them where a refund is otherwise due.
6. How to request a refund
- Email support@zencoder.dev from the address associated with your account.
- Include your account email, transaction or invoice number, purchase date, and a short explanation of the issue.
- We aim to review complete requests within two business days and may ask for information needed to verify the transaction.
7. Approved refunds
Approved refunds are returned to the original payment method and in the original transaction currency where possible. We submit approved refunds promptly; your bank or payment provider may take an additional 5–10 business days to display the funds. Processing times outside our systems are not under our control.
8. Chargebacks
Please contact support before filing a payment dispute so we can review and resolve the issue. We may suspend access associated with an open chargeback while the payment provider investigates it.
9. Contact
For billing or refund help, visit Support or email support@zencoder.dev.