Refund Policy

The free trial begins when you create your account and lasts for 14 consecutive days. No payment information is required to start your trial.

At the end of your 14-day trial, your account will automatically convert to a paid subscription if you have entered payment information. You may cancel anytime before the trial ends to avoid being charged.

You can cancel your subscription during the trial period with no charges. Simply go to Account Settings > Billing > Cancel Subscription. No further action is required.

The money-back guarantee applies to your first payment on any paid plan (Monthly or Annual). This includes: • Starter to Pro plan upgrades • Annual subscription payments • Add-on purchases made within 30 days

The following are not eligible for the money-back guarantee: • Subsequent renewal payments (after the first 30 days) • Enterprise custom contracts (subject to separate agreement) • Add-ons purchased more than 30 days ago

For monthly subscriptions, refunds are only available within the first 30 days of your initial payment. After this period, monthly subscriptions are non-refundable. However, you can cancel at any time to stop future charges.

For annual subscriptions, you may request a prorated refund within the first 90 days of your subscription. The refund amount will be calculated based on the unused portion of your annual term, minus a 10% processing fee. Example: If you cancel after 60 days of a 365-day annual plan, you would receive approximately 83% of your payment (305 unused days / 365 days), minus 10% processing fee.

• Upgrades: When you upgrade your plan, you are charged the prorated difference immediately. These upgrade charges are eligible for the 30-day money-back guarantee. • Downgrades: When you downgrade your plan, the new rate applies at your next billing cycle. No refund is issued for the current period, but you receive a credit toward future bills.

• Visitor tracking add-ons: Refundable within 14 days of purchase if unused • Chatbot add-ons: Refundable within 7 days of purchase if usage is below 100 conversations • Additional team members: Prorated refund available within 30 days

The following add-ons are non-refundable once activated: • Custom integration development • Professional services (consulting, setup assistance) • Data export and migration services • Enterprise onboarding fees

1. Log in to your Zipy account 2. Navigate to Settings > Billing > Payment History 3. Find the charge you want refunded 4. Click "Request Refund" 5. Select a reason for the refund 6. Submit your request Alternatively, you can email billing@xolox.io with your account email and invoice number.

When requesting a refund, please provide: • Account email address • Invoice number (found in Billing History) • Date of charge • Reason for refund request • Any relevant context (optional)

Refund requests are processed within 5-7 business days. Once approved, refunds typically appear on your statement within: • Credit cards: 5-10 business days • PayPal: 2-3 business days • Bank transfers: 7-14 business days

Refunds to credit cards are processed immediately and typically appear within 5-10 business days, depending on your bank's processing time.

PayPal refunds are processed within 24-48 hours and appear in your PayPal account immediately. Funds are then transferred to your linked bank account based on PayPal's schedule.

For payments made via bank transfer or wire, refunds are issued via the same method and may take 7-14 business days to process. Please provide your bank account details securely via our support portal.

To cancel your subscription: 1. Log in to your account 2. Go to Settings > Billing 3. Click "Cancel Subscription" 4. Confirm cancellation You will receive an email confirmation immediately.

• Your service continues until the end of your current billing period • No further charges will be made • Your data will be accessible in read-only mode for 30 days • After 30 days, your data may be permanently deleted • You can reactivate your account within 30 days with all data restored

If you cancel after the 30-day money-back period, you will not receive a refund for the current billing period. You will continue to have access until the end of your paid term.

Accounts terminated due to violations of our Terms of Service are not eligible for refunds. This includes, but is not limited to: • Using the service for illegal purposes • Abusing the chat system • Attempting to circumvent our systems • Harassing other users

We reserve the right to deny refunds to users who have a history of excessive refund requests across multiple accounts or payment methods.

Users who file fraudulent chargebacks may have their accounts permanently suspended and may be reported to relevant authorities.

If you have an Enterprise agreement, please refer to your contract for specific refund terms. Generally, Enterprise contracts are: • Annual commitments with no mid-term refunds • Subject to negotiation during contract renewal • May include service credits instead of refunds for downtime

Enterprise customers should contact their dedicated account manager for any refund or billing inquiries at enterprise@xolox.io.

When a refund is issued, applicable taxes (VAT, GST, Sales Tax) are also refunded. However, Zipy cannot recover taxes already remitted to tax authorities. In some jurisdictions, the refunded amount may be reduced by the tax amount.

Payment processing fees (typically 2.9% + $0.30) are non-refundable. If a full refund is issued, these fees may be deducted from the refund amount or absorbed by Zipy at our discretion.

Refunds are issued in the original currency of payment. Any currency conversion fees charged by your bank or payment provider are non-refundable.