Refund and cancellation policy

A clear funding gate and a fair remedy when the confirmed scope cannot be delivered.

Effective October 27, 2026

Before substantive work begins

You may cancel for a full refund before Zinvyl begins substantive work. If complete intake does not fit the purchased offer, Zinvyl will propose a narrower scope or issue a full refund before work begins.

After work begins

If Zinvyl cannot meet the written acceptance criteria after the included scope-conforming revision, the applicable fixed-scope service fee will be refunded. Raise a delivery concern promptly and identify the unmet criterion so it can be tested.

Recurring-service cancellation

A subscription may be canceled for future renewal through the Stripe-hosted billing portal. Cancellation does not retroactively cancel or refund a 30-day cycle whose payment has cleared. A failed, reversed, or action-required renewal does not fund the next cycle. If Zinvyl cannot accept the scoped inputs for a newly funded cycle before substantive work begins, the before-work refund rule applies to that cycle.

What is not refundable

Refunds are not provided for a change of mind after an accepted delivery, objectives outside the confirmed scope, missing or inaccurate customer inputs, access delays, third-party failures Zinvyl was not engaged to correct, or misuse of the deliverable.

Service credits

A published upgrade or implementation credit is not cash, stored value, a refund, or a separate payment entitlement. It expires after 30 calendar days, is limited to the same customer and workflow, cannot be transferred or combined, and applies only to a later scope accepted by Zinvyl. If the original service is refunded, its related credit is void; a customer cannot receive both a refund and credit for the same fee.

Duplicate payment and unauthorized charge claims

Contact Zinvyl promptly about a suspected duplicate or unauthorized charge so the payment record can be investigated. A refund, card dispute, and other recovery cannot be collected more than once for the same amount. Nothing in this policy limits rights that cannot lawfully be waived.

How to request a refund

Reply through the agreed delivery channel or use the Zinvyl contact form with the order reference and the criterion at issue. Approved refunds are returned through the original payment method. They typically appear within 5–10 business days, although the customer's bank and payment method control the final posting time. A refund submitted soon after payment may instead appear as a reversal of the original charge.

Refund fees

Zinvyl does not charge the customer a separate fee to process an approved refund. Payment-processing fees retained by Stripe are a cost to Zinvyl and are not deducted from the approved customer refund amount.

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