Refunds and cancellation
Plain language, no fine print. How to cancel, what happens to your money, and how to reach a person if something has gone wrong.
Cancelling your plan
You can cancel at any time. There is no contract, no minimum term and no cancellation fee. Cancel it yourself in your billing settings, in a couple of clicks, without asking anyone. If you would rather a person did it, email hello@zaaistudio.com and we will cancel it for you.
When you cancel, your plan stays active until the end of the month you have already paid for. Your website stays live and your orders keep working for the rest of that time. We do not switch you off the moment you ask. After that we stop charging you.
If you change your mind early
If you tell us within 7 days of your first payment that Zaai Studio is not for you, we will refund that payment in full. Just email us and say so. You do not need to give a reason.
Credits
Credits you have not used yet can be refunded. Email us and we will pay back the unused part and take those credits back off your balance.
Credits you have already spent cannot be refunded, because the AI work they paid for has already been done. Your credits never expire, so there is no rush to use them and nothing is lost by waiting.
Money your own customers pay you
This part matters, so it is worth being clear. When somebody buys from your website, that money goes straight to you through your own payment provider. Zaai never holds it, never routes it and never takes a cut.
So if one of your customers wants to cancel an order or asks you for a refund, you refund them from your own payment provider, the same way any shop would. We will gladly show you how. The money and the decision are yours, because it is your business and your customer.
How long a refund takes
Once we approve a refund it goes back to the card you paid with. Your bank can take up to 10 business days to show it. That wait is on the banking side and is not something we can speed up.
If something has gone wrong
Email hello@zaaistudio.com and tell us what happened. A person reads it, not a robot. We would much rather fix the problem or refund you than have you stuck with something that is not working.
If we cannot sort it out between us, you can take the matter to the National Consumer Commission.
Last reviewed: pending legal sign-off. This policy is written to match exactly what happens today. The final legal wording is being checked by our lawyers.
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