Refund & Cancellation Policy

This policy explains how payments, cancellations and refunds work for ZaxSocial AI plans and the ZaxSocial wallet. It is part of our Terms of Service.

AI plans are prepaid periods

AI plans are bought for a fixed period, such as 1 week, 1 month, 6 months or 1 year. Your plan starts as soon as the payment is confirmed and ends at the end of that period.

No automatic card renewals

We never charge your card automatically. When a plan ends, AI replies stop until you buy or renew a plan. If you turn on Auto-renew from wallet, we renew your plan from your wallet balance only, and you can turn it off at any time in the app.

Cancellation

Because plans do not renew by card, you do not need to cancel: simply don't renew. Your plan stays active until its end date.

Refund eligibility

You can request a refund within 7 days of the payment when:

• you were charged twice for the same plan or top-up;
• your payment succeeded but the plan was not activated and we could not activate it after you contacted us;
• ZaxSocial was unavailable for more than 72 hours in a row during your plan.

We do not refund plans you simply did not use, or downtime caused by Meta, Telegram or your own channel configuration (for example a removed webhook or an expired access token).

Refunds to your wallet

Approved refunds for the unused part of a plan are normally credited to your ZaxSocial wallet right away. We calculate the unused part from the days left on the plan (prorated), or refund the full amount for duplicate charges and failed activations. When a plan is refunded, it ends or is shortened accordingly.

Card refunds

Where you ask for a refund to your card, or where the law requires it, we process it manually through Flutterwave. Card refunds usually take 5–10 business days to appear on your statement, depending on your bank. We mark these payments as "refunded externally" in your history.

Wallet balances

• Wallet balances can be spent only inside ZaxSocial. They cannot be withdrawn or transferred to another user.
• Refunds of wallet top-ups are credited back to the wallet only, except where the law requires a refund to the original payment method.
• If you delete your account, any remaining balance is forfeited unless you asked for a refund first.

Promotional and bonus credit

Credit from promo codes, top-up bonuses or goodwill gestures is not refundable and has no cash value.

How to request a refund

Open the Support Center, start a ticket with the category Billing and choose the payment from the list, or write to support@zaxsocial.cloud from your account email with the transaction reference (for example ZXS-PLAN-…). We reply within 2 business days.