Cancellation & Refund Policy

1. Overview

At Zencia.AI, we strive to provide exceptional AI voice solutions and customer service. This Cancellation & Refund Policy outlines our policies regarding subscription cancellations, refunds, and related procedures.

2. Subscription Plans

Zencia.AI offers several subscription plans to meet different business needs:

• Monthly Plans: Billed monthly with the flexibility to cancel anytime
• Annual Plans: Billed annually with discounted rates
• Enterprise Plans: Custom pricing and terms for large organizations
• Free Trial: Limited-time trial period (if applicable)

Each plan includes different features, usage limits, and pricing. Please refer to our Pricing Page for current plan details.

3. Free Trial Policy

Trial Period

If available, we offer a free trial period to let you experience our services before committing to a paid subscription. During the trial:

• No payment information is required (or card is charged only after trial ends)
• You have full access to trial-tier features
• You can cancel anytime during the trial with no charges
• Trial duration is clearly displayed at signup

Trial Conversion

When your trial ends:

• You'll receive email notifications before trial expiration
• Your account automatically converts to the selected paid plan
• Billing begins immediately after trial expiration
• You can cancel before trial ends to avoid any charges

4. How to Cancel Your Subscription

You can cancel your Zencia.AI subscription at any time through the following methods:

Alternative Cancellation Methods

You can also cancel by:

• Contacting our support team at support@zencia.ai
• Using the live chat feature on our website
• Calling our customer support line

5. Cancellation Terms

Monthly Subscriptions

For monthly subscriptions:

• You can cancel at any time during the billing cycle
• Your subscription remains active until the end of the current billing period
• You will not be charged for subsequent months
• No refunds for partial months used
• Access to services continues until the end of the paid period

Annual Subscriptions

For annual subscriptions:

• You can cancel anytime within the annual term
• Refund eligibility depends on timing (see Refund Policy below)
• Access continues until the end of the annual term
• No automatic renewal after cancellation

Enterprise Subscriptions

Enterprise plans have custom cancellation terms outlined in your service agreement. Please contact your account manager for specific details.

6. Refund Policy

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all new subscriptions (excluding Enterprise plans):

• Applies to first-time subscribers only
• Valid for 30 days from initial purchase date
• Full refund of subscription fee (excluding setup fees, if any)
• No questions asked - we want you to be satisfied

Refunds After 30 Days

After the 30-day guarantee period:

• Monthly Plans: No refunds for monthly subscriptions after 30 days
• Annual Plans: Pro-rated refunds may be considered on a case-by-case basis
• Exceptional Circumstances: We may offer refunds for technical issues, billing errors, or other special situations

Non-Refundable Items

The following are generally non-refundable:

• Setup fees or onboarding charges
• Custom development or integration work
• Third-party services or add-ons
• Usage-based charges (phone calls, SMS, etc.)
• Promotional or discounted subscriptions (unless specified)

7. How to Request a Refund

To request a refund, follow these steps:

8. Billing Disputes

If you notice an unexpected charge or billing error:

• Contact us immediately at billing@zencia.ai
• We'll investigate the issue within 3 business days
• Billing errors will be corrected and refunded promptly
• Keep all receipts and communication for your records

9. Downgrading Your Plan

Instead of canceling, you may downgrade to a lower-tier plan:

• Downgrade takes effect at the end of your current billing cycle
• No refunds for the difference between plans
• Your data and settings are preserved
• Feature access adjusts to the new plan level

To downgrade, go to Settings → Billing & Subscription and select your new plan.

10. Service Termination by Zencia.AI

We reserve the right to suspend or terminate accounts in cases of:

• Violation of our Terms of Service
• Fraudulent activity or payment issues
• Abuse of our services or systems
• Illegal activities or content

Refunds for Service Termination

If we terminate your account:

• For Cause: No refunds if termination is due to violations
• Service Issues: Pro-rated refunds for extended outages or service failures
• Our Decision: Case-by-case consideration for other circumstances

11. Data Retention After Cancellation

When you cancel your subscription:

• Your data is retained for 30 days after cancellation
• You can reactivate your account within this period with all data intact
• After 30 days, data may be permanently deleted
• You can request immediate data deletion upon cancellation
• You can export your data before cancellation through account settings

12. Reactivation

If you canceled and want to return:

• Within 30 days: Reactivate with all data intact
• After 30 days: Sign up as a new customer (data may be lost)
• Previous pricing may not be available (current rates apply)
• No reinstatement fees for standard plans

13. Special Circumstances

We understand that special situations may arise. We may provide exceptions for:

• Extended service outages or technical issues
• Billing errors or unauthorized charges
• Medical emergencies or personal hardships
• Business closures or bankruptcies

Contact our support team to discuss your situation. We'll work with you to find a fair solution.

14. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time. Changes will:

• Be posted on this page with an updated "Last Updated" date
• Be communicated via email for significant changes
• Not affect existing subscriptions unless required by law
• Apply to new subscriptions immediately

15. Contact Us

For questions about cancellations, refunds, or billing:

Our support team is here to help and will respond to all inquiries within 24 hours (typically much faster).