Clear and fair refund guidelines for our digital services.
This policy explains our stance on refunds for generative AI credits, recurring subscriptions, and how we handle billing exceptions and technical outages.
Payment Processing
Depending on your location, product, and selected payment method, Zooke payments may be processed or facilitated by Razorpay or Dodo Payments. The applicable provider will be identified during checkout or on your receipt, invoice, or payment statement, and its payment, privacy, and processing terms may also apply.
Zooke reviews refund eligibility under this policy. An approved refund may be executed through the payment provider that processed the original transaction and can be subject to that provider's processing rules, settlement times, and technical limitations.
Digital Credits
Because AI generation requires immediate computing resources and third-party processing costs, purchased credits are not refundable after they have been fully consumed. A generation or processing task is treated as usage when credits are committed to it, unless a verified Zooke platform failure caused the task to fail and the credits were not automatically restored.
A refund request for wholly unused purchased credits may be considered if submitted within 7 calendar days of purchase. If a credit package has been partially used, we may consider a refund only for the eligible unused paid balance; the value of consumed credits will be deducted before any refund is calculated.
- Any approved partial refund is calculated using the effective per-credit price actually paid for the package, after discounts, rather than the standard or current list price.
- Promotional, trial, complimentary, bonus, or restored credits have no cash value and are excluded from the refundable balance.
- Taxes, currency-conversion charges, and payment-processing fees that cannot be recovered may be deducted or excluded where permitted by law.
- We encourage you to use available trial or promotional credits and review package details before making a larger purchase.
Subscriptions and Renewals
Subscriptions are billed in advance and renew automatically until canceled. You may cancel at any time through the available billing controls or by contacting support. Cancellation prevents the next renewal and ordinarily takes effect at the end of the current paid billing period; it does not automatically refund the current period.
If a subscription renewed unintentionally, contact support within 7 calendar days of the renewal. A full renewal refund may be considered only when no included credits, premium features, or other paid benefits were used during the renewed period. If benefits were partially used, any approved refund will be limited to the unused paid portion after deducting the reasonable value of credits, access, or benefits already consumed. No refund is available after the renewed entitlement has been fully used.
Service Availability, Technical Issues, and Exceptions
Zooke may experience generation queues, slower processing, reduced capacity, temporary errors, maintenance, or downtime during periods of high demand or when a third-party model or infrastructure provider is unavailable. Features depend on different providers, so one model or workflow may be interrupted while other parts of the platform continue to operate.
Temporary delay, queueing, reduced performance, or the unavailability of one model or feature does not automatically qualify for a refund. If a verified prolonged failure on the Zooke platform materially prevented access to the paid Service and no reasonable alternative was available, we will review the affected period and may provide restored credits, account credit, a proportional refund of the unused paid amount, or another appropriate remedy.
Duplicate charges, incorrect amounts, or other verified billing errors will be corrected. Refund and credit decisions remain subject to account records, usage logs, the nature and duration of the issue, payment-provider limitations, this policy, and applicable consumer law.
- Dissatisfaction with the style, interpretation, or subjective quality of a successfully generated AI output is not, by itself, grounds for a refund because generative results can be variable or unexpected.
- A change of mind, accidental purchase, failure to use available credits or features, or failure to cancel before renewal does not create an automatic right to a refund. We will still review timely requests involving an eligible unused paid balance under this policy.
- Approved refunds are sent to the original payment method where possible and typically appear within 5-10 business days after processing, although Razorpay, Dodo Payments, your bank, or card network may require additional time.
How to Request a Refund
To request a refund, contact team@zooke.io or submit a billing ticket through our support page. Include the email address associated with your Zooke account, the Razorpay or Dodo Payments transaction or order reference, the purchase date, and a clear explanation of the request. We may ask for additional information needed to verify the payment, credit usage, subscription activity, or technical issue.
Please contact us before initiating a chargeback so we have an opportunity to investigate and resolve the issue. This does not limit any non-waivable right to contact your bank or payment provider. Refund, unauthorized-payment, or chargeback claims that are false, misleading, abusive, or materially inconsistent with verified account and usage records may be denied, and relevant records may be provided to the payment provider as permitted by law.
Nothing in this policy excludes or limits refund, cancellation, or other consumer rights that cannot lawfully be waived in your country or region.
Need to request a refund?
For billing inquiries or refund requests, email team@zooke.io or submit a ticket through our support page.