Refund Policy

We want you to be satisfied with your experience on ZShip. This Refund Policy outlines the conditions under which refunds, cancellations, and credit adjustments are handled. Please read this policy carefully before making a purchase.

1. Subscription Management

1.1 Cancellation

You may cancel your subscription at any time from your account dashboard. Upon cancellation:

• Your subscription will remain active until the end of the current billing period.
• You will not be charged for the next billing cycle.
• Unused credits from your subscription allowance will remain available until the billing period ends, after which they expire.
• Access to premium features will continue until the subscription period concludes.

1.2 Subscription Changes

If you downgrade your subscription plan:

• The change takes effect at the start of the next billing cycle.
• No partial refund is issued for the difference between plan tiers during the current period.
• Your credit balance will be adjusted to reflect the new plan's allocation at the next billing cycle.

If you upgrade your subscription plan:

• The upgrade takes effect immediately.
• You will be charged a prorated amount for the remainder of the current billing period.
• Additional credits are made available immediately upon upgrade.

2. Refund Eligibility

We evaluate refund requests on a case-by-case basis. The following guidelines apply:

2.1 Subscription Refunds (Within 7 Days)

If you are unsatisfied with your subscription, you may request a full refund within 7 days of your initial subscription payment, provided:

• You have not consumed more than 20% of your allocated credits for that billing period.
• This is your first refund request. Repeat refund requests for new subscriptions may be declined.

2.2 Technical Issue Refunds

If you experience persistent technical issues that significantly prevent you from using the Service, you may be eligible for a full or partial refund. When submitting a request:

• Describe the technical issue in detail, including steps to reproduce.
• Provide screenshots, error messages, or other supporting evidence.
• Allow our support team reasonable time to attempt to resolve the issue before requesting a refund.

2.3 Duplicate Charges

If you were charged multiple times for the same purchase due to a system or payment processing error, we will promptly refund the duplicate charge(s). Contact us with your order details for immediate resolution.

2.4 Service Discontinuation

If we permanently discontinue a service or feature that you have paid for and no reasonable alternative is provided, you will be eligible for a prorated refund for the unused portion of your subscription.

3. Non-Refundable Items

The following are generally not eligible for refunds:

• Used Credits: One-time credit purchases (pay-as-you-go) are non-refundable once credits have been consumed.
• Free and Promotional Credits: Free credits, welcome bonuses, and promotional credits have no monetary value and cannot be converted to cash or refunded.
• Expired Subscriptions: Refunds are not available for subscription periods that have already concluded.
• Policy Violations: Accounts terminated due to violations of our Terms of Service or Content Policy are not eligible for refunds.
• Chargebacks for Valid Charges: If you initiate a chargeback for a valid charge, your account may be suspended pending investigation.

4. Credit Expiration

• Subscription Credits: Credits included in your subscription plan expire at the end of each billing period and do not roll over unless explicitly stated in your plan terms.
• Purchased Credits (One-Time): One-time purchased credits do not expire as long as your account remains active and in good standing.
• Promotional Credits: Promotional and bonus credits have an expiration date specified at the time of issuance (typically 30–90 days).

5. How to Request a Refund

To request a refund, please contact us at [email protected] with the following information:

• Your registered account email address.
• Order ID or transaction reference number.
• Date of purchase.
• Reason for the refund request.
• Any supporting documentation (screenshots, error messages, etc.).

We aim to acknowledge all refund requests within 2 business days and process approved refunds within 5–7 business days.

6. Refund Method

Approved refunds will be issued to the original payment method used at the time of purchase. Please note:

• Credit card refunds typically appear within 5–10 business days, depending on your card issuer.
• Bank transfer refunds may take up to 14 business days.
• In some cases, we may issue a refund in the form of platform credits at your request.

7. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your payment provider. Chargebacks for valid charges may result in:

• Immediate account suspension pending investigation.
• Revocation of all credits associated with the disputed transaction.
• Permanent account termination for fraudulent chargeback claims.

We are committed to resolving billing disputes fairly and promptly when contacted directly.

8. Free Trials

If ZShip offers a free trial period:

• You will not be charged during the trial period.
• You may cancel at any time before the trial expires to avoid being charged.
• If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan, and you will be charged at the standard rate.
• Free trial refunds may be issued within 48 hours of the first charge if no credits from the paid plan have been used.

9. Force Majeure

We are not responsible for delays or failures in providing the Service due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, internet outages, or failures of third-party service providers. In such cases, refunds may be issued at our discretion on a case-by-case basis.

10. Regional Considerations

If you reside in a jurisdiction that grants additional consumer protection rights (such as the EU's 14-day withdrawal right for digital goods), those statutory rights apply in addition to this policy. Nothing in this policy is intended to limit your statutory rights under applicable law.

11. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be communicated via email or through a prominent notice on the Service. The policy in effect at the time of your purchase will govern that specific transaction.

12. Contact

For refund-related inquiries or billing disputes, contact us at [email protected]. We are here to help resolve any issues promptly and fairly.