Refund Policy

This Refund Policy explains how ZShip handles subscription cancellations, one-time purchases, credit adjustments, duplicate charges, and eligible refund requests. It applies to purchases made directly through us unless a separate order form or reseller agreement states otherwise.

1. Subscription cancellations and plan changes

You may cancel a subscription at any time. Unless otherwise stated in your plan, cancellation stops future renewals and your current subscription remains active until the end of the paid billing period.

• Downgrades generally take effect at the next renewal date.
• Upgrades may take effect immediately and may create prorated charges or credits depending on the billing flow.
• Deleting an account does not automatically reverse charges that were validly incurred before deletion.

2. Refund eligibility

Refunds are considered in good faith, but not every payment is refundable. Unless local law requires otherwise, the following are the main cases where a refund may be approved:

2.1 Initial subscription purchase

A first-time subscription purchase may qualify for a refund if requested within 7 calendar days of the initial charge and if less than 20% of the included credits or service allowance has been consumed.

2.2 Duplicate or clearly erroneous billing

If you were charged more than once for the same order or billed in error because of a payment system fault, we will investigate and, if confirmed, refund the incorrect charge or issue an equivalent correction.

2.3 Verified technical failure

If a material platform defect prevented you from using the paid feature as described, and we cannot resolve it within a reasonable time, we may offer a refund, service credit, or account adjustment depending on the circumstances.

3. Credit adjustments instead of cash refunds

Where appropriate, we may resolve an issue through credit restoration, replacement credits, subscription extension, or another commercially reasonable adjustment instead of a cash refund. This is especially common where the issue relates to failed jobs, transient provider errors, or incomplete service delivery rather than a billing defect.

4. Non-refundable items

Unless required by law, the following are generally non-refundable:

• credits already consumed, used, transferred, expired, or converted into completed service actions;
• free, bonus, promotional, or goodwill credits;
• one-time credit packs after they have been materially used;
• custom implementation, consulting, onboarding, or other non-standard service work;
• accounts suspended or terminated for fraud, abuse, chargeback misuse, or policy violations.

5. Credit expiration and billing period treatment

Subscription credits may expire at the end of the relevant billing period unless your plan or order states otherwise. One-time purchased credits may follow different expiration rules, and promotional credits may expire sooner. The pricing page, order flow, or dashboard disclosure in effect at the time of purchase governs that credit treatment.

6. How to request a refund

To request a refund or billing review, contact [email protected] and include, where possible:

• the account email address;
• the order ID, invoice ID, or subscription reference;
• a short explanation of the issue;
• screenshots, timestamps, or error details if the request involves a technical problem.

7. Review timing and refund method

We aim to review refund requests within 5 to 7 business days, although complex cases can take longer. Approved refunds are generally returned to the original payment method. The timing of funds appearing on your statement depends on your payment processor and financial institution.

8. Chargebacks

Please contact us before initiating a chargeback so we have an opportunity to investigate and resolve the issue. Filing an abusive or fraudulent chargeback may lead to account restrictions, termination, or permanent loss of future purchasing privileges.

9. Changes to this Policy

We may update this Refund Policy from time to time. The version in effect at the time of the relevant purchase or renewal will generally govern that transaction unless law requires a different result.

10. Contact

For billing support, cancellations, or refund questions, contact [email protected].