Refund & Cancellation Policy

Zuqeva does not offer a blanket money-back guarantee. Refund requests are reviewed individually, taking into account usage, credit consumption, and applicable law. We aim to review and respond to refund requests within 5–10 business days; this is a target, not a guaranteed service level. Approved refunds are issued to the original payment method via Stripe.

Nothing in this policy limits any non-waivable consumer rights you may have under the laws of your jurisdiction.

• Cancellation. You can cancel your subscription at any time from the Credits page or the Stripe billing portal. Unless a scheduled cancellation is shown in the app, cancellation takes effect immediately and paid-plan access ends at once.
• No prorated refunds. We do not promise prorated refunds for unused time after cancellation. Exceptions may be made where required by law or at our discretion after individual review.
• Upgrades take effect immediately and may include a prorated Stripe charge. Downgrades take effect at the end of the current billing period; you keep your current plan until then.
• If a subscription payment fails and cannot be collected, paid-plan access may be suspended or ended.

Credit packs are one-time purchases. Because credits are delivered to your account immediately and can be spent right away, credit-pack purchases are generally non-refundable once any of the purchased credits have been used, except where required by applicable law. Unused credit packs may be eligible for a refund after individual review — contact support@zuqeva.com within a reasonable time of purchase.

Credits themselves have no cash value and cannot be exchanged for money.

When a qualifying payment is refunded or reversed (for example, a refunded subscription invoice or credit pack), the credits associated with that payment may be reversed from your balance, proportionally where applicable.

• If those credits have already been spent, your account may carry a credit shortfall. Future paid credit grants (such as new credit-pack purchases or subscription grants) are first applied to repay the outstanding shortfall before increasing your usable balance.
• Signup and free promotional credits are exempt from refund-related reversals and shortfall debt.
• Reversals and shortfalls are tracked per payment environment (test vs. live) and are applied atomically — partial reversals and repayments are recorded accurately in your credit ledger.

If you dispute a charge with your bank or card issuer, please contact us first at support@zuqeva.com so we can try to resolve the issue. Unresolved chargebacks may result in credit reversal and suspension or termination of your account while the dispute is investigated.

Email support@zuqeva.com with the subject "Refund request" and include the email address on your account, the purchase date, and the reason for your request. We review every request individually and aim to respond within 5–10 business days (target, not a guaranteed SLA).