Refund and Cancellation Policy

1. Scope

This policy applies to ZonOne subscriptions, plan changes, and add-ons purchased through Paddle Checkout. It supplements our Terms of Service. Paddle's Refund Policy and Buyer Terms govern the payment transaction; our Terms govern access to and use of ZonOne.

2. Merchant of record

Purchases completed through Paddle Checkout are sold by our authorised reseller and merchant of record, Paddle.com. Paddle handles payment collection, applicable transaction taxes, invoices, subscription billing, and refunds. HELODA PTE. LTD. provides and licenses the ZonOne service.

The payment transaction is governed by the Paddle Buyer Terms and Paddle Refund Policy.

3. Cancellation and renewal

You may cancel a subscription at any time. Cancellation takes effect at the end of the billing period you have already paid for. You keep the paid plan and its entitlements until that period ends, and the subscription is not charged for another renewal after the cancellation takes effect.

For a purchase completed through Paddle Checkout, use the Manage subscription link in your transaction confirmation email or visit Paddle Buyer Support.

4. Refunds and account credits

Unless required by applicable law, all transactions are non-refundable and non-exchangeable. Paddle accepts discretionary refund requests submitted within 14 calendar days of the transaction date. A request submitted within the 14-day window does not guarantee a refund. Paddle reviews requests case by case and may approve a full refund, approve a partial refund, or decline the request.

Paddle's Refund Policy describes statutory withdrawal and refund deadlines by country: 14 calendar days in the EU/EEA, Switzerland, the UK, Turkey, and Israel; 7 days in South Korea, Brazil, China, and Canada; and 5 days in Singapore. It also describes refunds for technical or product defects. If Paddle approves a refund, access to the relevant ZonOne service ends.

5. Plan changes

Upgrades

An upgrade takes effect once payment is confirmed. Your billing interval stays the same, and you pay the prorated difference between the plans for the time remaining in the current paid period.

Downgrades and billing interval changes

A downgrade or a change between Monthly, Quarterly, and Yearly billing begins at the next renewal. It does not alter the current paid period or create a refund or account credit for time remaining.

Add-ons

An Analysis History add-on is included in the next renewal only where the renewed plan still needs it. If that plan already includes the same Analysis History or longer, the add-on is not charged as a separate item.

6. Trials

The activation or checkout flow states the length and limits of a trial, whether payment details are required, and whether the trial converts to a paid subscription. If a trial converts, cancel before it ends to avoid the first subscription charge. A charge made after a trial follows the refund rules in this policy.

7. Refund requests and billing issues

Submit a refund request through the support link in your receipt, your account's billing page, or Paddle Buyer Support. Include the account email, transaction or invoice reference, transaction date, and a short explanation. Discretionary refund requests must be submitted within the 14-calendar-day window described above. Statutory withdrawal or refund requests follow the country-specific deadlines in Paddle's Refund Policy.

For a persistent technical issue or material product defect, contact ZonOne through the legal contact form first. If the issue cannot be resolved, contact Paddle Buyer Support and include the issue details and any response from ZonOne. Do not send a full payment card number, password, access token, or other credential.

Paddle uses its transaction records to verify the request and processes an eligible refund to the original payment method where possible. Discretionary refunds are processed within 14 days of approval. Statutory EU withdrawal refunds are processed within 14 days of receiving the request. The time for funds to appear depends on the payment method and financial institution.

8. Account access and data

Cancelling a paid subscription stops renewal; it is not the same action as disconnecting an Amazon connection or requesting account deletion. Amazon-derived data is permanently deleted within 25 days after the Amazon connection is disconnected or authorization is revoked. Our Privacy Policy explains the full retention terms.

9. Changes and contact

We may update this policy when our plans, order process, provider arrangements, or legal obligations change. We will publish the updated policy here and revise the effective date. Additional notice will be provided where required.

For a question about this policy or a ZonOne product issue, use the contact form and select “Billing, refunds, privacy, data, or terms”. Payment, refund, and cancellation requests for Paddle transactions should be sent through Paddle Buyer Support.