Refund & Cancellation Policy
Effective date: 2026-10-07 · Last updated: 2026-10-07
This policy explains how refunds and cancellations work for Zyverna subscriptions and credit top-ups. It forms part of our Terms of Service. Nothing in this policy limits rights you have under mandatory consumer protection law.
Summary: Cancel any time — your plan stays active until the end of the paid period. Unused top-up credits bought in the last 14 days are refundable. Consumed credits are not. We respond to refund requests within 5 business days.
1. Subscriptions
1.1 Cancellation
You may cancel a monthly or annual subscription at any time from Account → Billing or by emailing [email protected]. Cancellation takes effect at the end of the current billing period. You keep access to paid features and your included credits until then. We do not charge cancellation fees.
1.2 Monthly plans
Monthly subscription fees are non-refundable once the billing period has started, except as required by law or as described in Sections 3 and 4.
1.3 Annual plans
If you cancel an annual plan within 14 days of the initial purchase or renewal and have consumed fewer than 10% of the included credits for that period, we will refund the full amount. After 14 days, annual plans are non-refundable, but you may continue to use the Service until the end of the term.
1.4 Downgrades
Downgrading to a lower plan takes effect at the next renewal. No pro-rated refunds are issued for downgrades mid-cycle.
1.5 Free trials
If a plan includes a free trial, you will be notified by email before the trial converts to a paid subscription. Cancel before the trial ends to avoid being charged. Charges made after a trial ends follow the rules above.
2. Credit top-ups
2.1 14-day refund window
Credits purchased as a one-time top-up are refundable in full, for the unused portion, if you request a refund within 14 days of purchase. Refunds are issued to the original payment method in the original currency (USD, CAD, EUR or GBP) at the original amount per credit.
2.2 After 14 days
After 14 days, top-up credits are non-refundable. They never expire while your account is active, so you can use them at any time.
2.3 Consumed credits
Credits that have been consumed by model usage, agent runs or API calls are not refundable, because the underlying compute has been purchased from our providers on your behalf.
2.4 Bonus credits
Promotional or bonus credits (for example the +5/10/15% top-up bonus) have no cash value and are excluded from refund calculations. If a top-up with a bonus is refunded, the bonus credits are removed.
2.5 Currency and exchange rates
Refunds are made in the currency you paid in, for the amount you paid. We do not compensate for exchange-rate fluctuations between purchase and refund. Your bank may apply its own conversion rates and fees.
3. Service issues
If the Service is unavailable or materially defective in a way that prevents you from using credits you have paid for, contact [email protected] within 30 days. We will, at our option, re-credit affected usage, extend your subscription, or refund the affected amount. Scale customers with a signed SLA are governed by that SLA.
4. Statutory withdrawal rights (EU, UK and others)
If you are a consumer in the European Economic Area or United Kingdom, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason. By purchasing credits or a subscription and starting to use the Service immediately, you expressly request that we begin providing the digital service during the withdrawal period and acknowledge that you lose your right of withdrawal for the portion of the service already consumed. Unused credits remain refundable as set out above, which meets or exceeds the statutory requirement.
Consumers in Canada, Australia and other jurisdictions retain any non-waivable rights under local law, including rights relating to services that are not provided with due care and skill.
5. How to request a refund
- Email [email protected] from the address on your account, or open Account → Billing → Request refund.
- Include the invoice number or transaction date and the reason (optional).
- We will confirm receipt within 2 business days and resolve the request within 5 business days.
- Approved refunds are issued to the original payment method. Banks typically post refunds within 5–10 business days.
6. Chargebacks
Please contact us before disputing a charge with your bank. We investigate every request fairly. Accounts with chargebacks on legitimate charges may be suspended pending resolution, and we may recover the disputed amount plus processing fees where permitted by law.
7. Account termination by us
If we terminate your account for a material breach of our Terms or Acceptable Use Policy, prepaid fees and credits are non-refundable to the extent permitted by law. If we terminate for convenience or discontinue the Service, we will refund prepaid, unused subscription fees and unused purchased credits on a pro-rated basis.
8. Taxes
Refunds include any taxes originally charged on the refunded amount. Where a refund is partial, taxes are refunded proportionally.
9. Changes
We may update this policy. Changes apply to purchases made after the effective date of the change.
10. Contact
Billing: [email protected] · Support: [email protected] Zyverna, Inc., [Registered Agent Address — provided by Stripe Atlas], Wilmington, DE 19801, United States