Refund and Cancellation Policy

1. Failed generations

If a generation fails because of a technical problem on our side, the credits are returned to your balance automatically. If you think credits were charged incorrectly, contact us and we will check.

2. One-off credit packs

You can request a full refund of a credit pack within 14 days of purchase, provided that none of the credits from that pack have been used.

Once credits from a pack have been used, the pack is not refundable. Credits used to generate content cannot be refunded, because the service has already been provided.

3. Subscriptions

• You can cancel your subscription at any time. It stays active, with its credits, until the end of the current billing period and will not renew after that.
• Payments for a billing period that has already started are not refunded, except where required by law or under section 4.
• If you were charged for a renewal you did not intend and have not used any credits from that renewal, contact us within 7 days and we will refund it.

4. Consumers in the European Union

If you are a consumer resident in the EU, you normally have a 14-day right of withdrawal for online purchases.

Credits give access to digital content and services delivered immediately. When you buy credits, you will be asked to agree that delivery starts immediately and to acknowledge that you lose your right of withdrawal once you start using them. If you have not used any of the purchased credits, you may still withdraw within 14 days and receive a full refund.

To withdraw, send us a clear statement by email (for example: "I withdraw from my purchase of [pack/plan] made on [date]").

5. Agency services

Refunds and cancellations for agency services (for example social media management or campaigns) are governed by the offer or agreement for those services.

6. How to request a refund

Email zookamarketingfze@gmail.com or message us on WhatsApp at +971562952286 from the email address registered on your account, with the date of purchase and the plan or pack. We reply within 3 business days.

Approved refunds are paid to the original payment method within 10 business days. The time it takes to appear on your statement depends on your bank. The corresponding credits are removed from your account.

7. Your statutory rights

This policy does not affect any rights you have under mandatory consumer protection law.