Zenbichat Refund Policy

This Refund Policy explains how subscription cancellations, refunds, credits, AI credits, conversation credits, add-ons, setup fees, and merchant-customer refunds are handled for Zenbichat, operated by ZenbitX LLC. This policy applies to payments made to Zenbichat for the Zenbichat platform (unified inbox, AI Agent, CRM, orders, automations, campaigns). It does NOT apply to products sold by independent merchants using Zenbichat to communicate with their customers.

You may cancel subscription through dashboard Billing > Subscription or by contacting support@zenbichat.com. Cancellation stops future renewal charges but does not automatically refund charges already paid unless this policy or a written offer says otherwise. After cancellation:

• Access to paid features (AI Agent, unlimited inbox, advanced automations, campaigns, API) may be limited or disabled at end of billing period or immediately depending on plan
• Your conversation history, contacts, orders, products will be retained for 30 days for export, then may be deleted per Privacy Policy
• Connected channels (Facebook, Instagram, WhatsApp) will be disconnected after 7 days if not reconnected

Unless required by law or specifically stated in a written money-back offer, paid subscriptions, used services, conversation credits, AI credits, setup fees, custom onboarding, add-ons, and one-time service charges are generally non-refundable after activation or usage. Refunds may be reviewed case by case and Zenbichat may offer refund, platform credit, subscription extension, service correction, or alternative solution at its discretion.

• Duplicate payment caused by billing or gateway error (same account, same billing period, within 7 days)
• Accidental double charge for same account and same billing period
• A paid service that Zenbichat failed to activate due to Zenbichat-side technical issue (e.g., payment succeeded but plan not upgraded within 24h)
• A written money-back guarantee offer where all stated conditions are met (e.g., 7-day money-back, usage <100 AI credits, <50 conversations)
• A legal requirement that requires refund handling in specific way

To request refund, you must contact billing@zenbichat.com within 7 days of payment date unless written offer or applicable law provides different timeline. Include account email, workspace name, transaction ID, payment date, amount, reason.

Generally non-refundable once activated, delivered, consumed, used, or started:

• Used conversation credits or AI credits or partially used credit packs (AI credits consumed when AI replies, Copilot suggestion generated, lead scoring executed, image/voice understood)
• Used campaign credits (WhatsApp template messages sent, Messenger broadcasts sent)
• Custom setup, onboarding, migration, configuration, training, or consulting work
• Premium onboarding, dedicated support, or custom integration work after delivery
• Domain, third-party integration, payment gateway, courier, SMS, email, calling, or external provider fees passed through
• Storage, bandwidth, API usage, automation executions, or metered usage already consumed
• Accounts suspended or terminated for abuse, spam (violating WhatsApp Business Policy, Meta Platform Policy), prohibited products, policy violation, or unlawful activity
• Plans where you have exceeded 20% of included monthly conversations or AI credits

Zenbichat uses credit-based system:

• AI Credits: Consumed when AI Agent replies, AI Copilot generates suggestion, conversation summary, intent detection, image recognition, voice transcription occurs. Even if output requires editing.
• Conversation Credits: Consumed when new conversation enters inbox (unique customer per 24h window) or agent/AI replies.
• Campaign Credits: Consumed when WhatsApp template or Messenger broadcast sent, even if not delivered due to invalid number.

Consumed credits are generally non-refundable. AI output quality may vary. Zenbichat may provide limited re-generation, support, credit adjustment at discretion when system issue confirmed (e.g., AI outage).

Trial accounts, discounted plans, promotional offers, early access, lifetime-style offers, coupon-based plans may have special terms. If special terms conflict with this policy, written offer terms will apply. Abuse of trials, coupons, repeated signups, payment disputes, fake accounts, or promotional misuse may result in workspace restriction, cancellation, or refund denial. Free trial: No charge, no refund needed. If you upgrade from trial, new paid period starts immediately.

If you upgrade, downgrade, or change plans:

• Upgrade: Prorated charge immediately, new limits apply immediately
• Downgrade: Takes effect next billing cycle; immediate downgrade may reduce limits instantly and cause overage. No refund for remaining time in current cycle.
• Downgrading may reduce access to: AI Agent, unlimited channels, sales pipeline, order management, courier booking, automations, campaigns, team seats, analytics, API, custom integrations, storage.

Products sold through your store (ecommerce brand) are sold by you, not by Zenbichat. You as merchant are responsible for your customer refunds, cancellations, returns, replacements, warranties, delivery issues, and customer disputes. Zenbichat provides software: inbox, AI, CRM, order and courier tools only. Zenbichat does not guarantee your product quality or manage your customer refund obligations unless separately agreed in writing.

If you initiate chargeback or payment dispute without first contacting Zenbichat, your account may be restricted while dispute reviewed. False, abusive, or repeated disputes may lead to workspace suspension, termination, or recovery of fees where permitted. Zenbichat may provide transaction records, usage logs (AI credits used, conversations handled, campaigns sent), invoices, account history, IP/device logs, and service activation records to payment providers when responding to disputes. Chargeback fee of $15-25 may apply per dispute.

1. Contact support at billing@zenbichat.com or support@zenbichat.com
2. Include: account email, workspace name, transaction ID, payment date, amount, reason, screenshot if billing error
3. Zenbichat may request additional info to verify payment or usage (e.g., last 4 digits)
4. Approved refunds are returned to the original payment method (5-10 business days) or issued as platform credit, depending on provider capability
5. Gateway, bank, currency conversion, third-party fees may not be refundable

Refund processing time varies per payment provider, bank, method, country (typically 5-10 business days).

Zenbichat may update this Refund Policy. Updated versions posted on website/dashboard with new Last Updated date. Continued use after changes means you accept updated policy.