Refund Policy

There is no single worldwide refund rule. Your statutory consumer rights depend on where you live and cannot be excluded by this policy. Where this policy is less generous than your local law, your local law wins. Never promise a global refund right that does not exist, and never disclaim mandatory consumer rights.

Examples (non-exhaustive, LEGAL REVIEW REQUIRED per request): EU/EEA Consumer Rights Directive 2011/83/EU 14-day withdrawal for distance contracts (digital-content exception only with prior express consent + acknowledgement of loss of withdrawal); UK Consumer Rights Act 2015 + Consumer Contracts Regulations + DMCC Act 2024 subscription rules (confirm commencement); Australia ACL consumer guarantees + refund for major failure; Brazil CDC + LGPD; India Consumer Protection Act 2019 + E-Commerce Rules; California auto-renewal + CCPA non-discrimination; Japan Consumer Contract Act; Singapore CPFTA. The handler checks the jurisdiction matrix before declining.

Duplicate charges (same period charged twice). Charges taken after a valid cancellation (effective at end of paid period; any post-cancellation charge refunded in full). Charges for service not delivered as described (plan features materially missing). Failed provisioning after payment. Promotional/free-trial conversions charged without the pre-charge notice in Section 4.

• Method: original payment method; timing: within 10 business days of approval; currency: original charge currency; fees: no deduction except where the payment provider non-refundably retains a fee and the law permits passing it on (disclosed).
• Chargebacks: contact support first so we can refund directly; chargeback abuse (friendly fraud) may lead to suspension per the Terms.

[PLACEHOLDER — OWNER INPUT REQUIRED — decide, e.g. 14 days from the charge where the service has not been materially used (no vault backup, no VPN bulk use, no team seats consumed). The window, usage test and exclusions must be set before paid launch.]

Goodwill does not affect statutory rights; if the statute is more generous, the statute applies.

Trial length, conversion price/interval, and first-charge date are disclosed before the trial starts. A reminder is sent before conversion (where required, e.g. California auto-renewal, EU/UK subscription rules, DMCC). The payment button states the paid obligation. Evidence of subscription consent (terms version + timestamp + source + price/interval accepted) is stored in legal_acceptance_events.

[PLACEHOLDER — define: retry schedule, grace period (e.g. 7 days read-only), downgrade to Free (vault retained encrypted, VPN/firewall paused), upgrade/pause behaviour, termination for non-payment with notice. Must be set before paid launch and disclosed at checkout.]

Enterprise: contractual refund/credit rules in the MSA govern (once offered). Statutory exceptions (digital-content withdrawal waiver with express consent, perishable/sealed-goods analogies, B2B thresholds) are applied case-by-case with counsel sign-off, never by blanket denial. Every denial cites the specific statutory exception relied on.

Use /privacy-center (Refund request) or email support@zdefence.com with charge reference, account email, amount, date and reason. Acknowledge within 2 business days; decide within [PLACEHOLDER — target, e.g. 5] business days; pay within 10 business days of approval. Credit notes/invoices corrected per tax rules (see Billing Terms). Disputes: appeal to legal@zdefence.com, then your consumer authority/court. Records retained per retention-matrix.md (refund records + credit notes).

Version 0.9.0-draft, last updated 2026-10-02, next review 2026-12-01, LEGAL REVIEW REQUIRED. No payment flow exists today; this policy is forward-looking and must be finalised before checkout ships.