Refunds & Cancellations
Last updated: August 16, 2026
The 12-Hour Refund Window
Once a subscription is purchased, your eligibility for a refund is determined within a 12-hour window that begins at the time of purchase:
If you have used the service
If you begin using the service within the 12-hour window — for example, you consume credits by running a generation — and the service does not perform as described or you are not satisfied, you may initiate a refund request for that purchase within those 12 hours.
If you have not used the service
If you have not used the service and no credits have been consumed, the purchase is not separately refunded. Instead, your subscription remains fully active — your credits never expire and stay available on your account for you to use whenever you like.
The 12-hour window is measured from the timestamp on your payment confirmation. Requests made after the window has closed are handled under Section 3 below.
How Refund Amounts Are Calculated
For an eligible request made within the 12-hour window:
- Full refund — if the service was unusable due to a fault on our side (for example, generations consistently failed to complete because of a platform error), the full purchase amount is refunded.
- Pro-rated refund — if the service worked but you are choosing to stop, the refund is the purchase amount less the value of any credits already consumed at the time of your request.
Refunds apply only to the amount actually paid to Zenflow AI. Any payment-gateway or third-party charges that are non-recoverable may be excluded where permitted by law.
When Refunds Do Not Apply
- Requests made more than 12 hours after the time of purchase.
- Credits that have already been fully consumed to generate outputs.
- Dissatisfaction with the creative content of an output where the service functioned correctly (AI outputs are inherently variable).
- Purchases flagged for fraud, chargeback abuse, or violation of our Terms & Conditions.
- Promotional, free, or complimentary credits, which carry no cash value.
Cancellations
Credit packs are one-time purchases and are not billed on a recurring basis, so there is no ongoing subscription to cancel. If we introduce any auto-renewing plan in the future, you will be able to turn off renewal at any time from your account settings, and cancellation will stop all future charges while leaving already-purchased credits active until used.
How to Request a Refund
To request a refund within the 12-hour window, email us with:
- The email address on your Zenflow AI account
- Your order / payment reference number
- The date and time of purchase
- A brief description of the issue you experienced
Send refund requests to team@zenflow.media with the subject line “Refund Request”. We acknowledge every request within 1–2 business days.
Refund Processing & Timeline
- Approved refunds are issued to the original payment method used at checkout, through our payment gateway. We do not issue cash refunds.
- Once approved, refunds are typically processed within 5–7 business days. The time for the amount to reflect in your account depends on your bank or card issuer.
- You will receive an email confirmation when your refund has been initiated.
Failed or Duplicate Payments
If you were charged but your credits were not added, or you were charged more than once for the same order, contact us at team@zenflow.media with your payment reference. Confirmed failed or duplicate charges are refunded in full, and this is not subject to the 12-hour window.
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