This policy explains refunds, withdrawals, and cancellations for a paid Zustri subscription. It applies when you buy Zustri software through checkout.
Zustri ("we," "us," or "our") supplies the software.
Paid checkouts for Zustri Pro and extra Seats are sold by Paddle.com Market Ltd ("Paddle") as merchant of record and authorised reseller. The contract of sale for that charge is with Paddle, not with us. We do not process the card payment, take the funds, or act as the seller of the charge. Tax, refunds, withdrawals, and cancellation of the charge are governed by the Paddle Buyer Terms and Paddle's Refund Policy. This page summarises those rules for Zustri buyers. If this page and Paddle's Refund Policy differ, Paddle's Refund Policy applies. If a local consumer-protection law gives you a higher or non-waivable right, that right applies. Nothing here limits a mandatory consumer right.
Use of the software remains subject to our Terms of Use. A dispute about the charge is subject to the governing law and dispute provisions in the Paddle Buyer Terms.
For a refund, a withdrawal, or a billing question, use Paddle's buyer support at https://paddle.net.
Table of contents
- 1. What this covers
- 2. No physical return
- 3. When a refund is available
- 4. How to request a refund, withdrawal, or cancellation
- 5. Trials and extra seats
- 6. Chargebacks
- 7. Changes
- 8. Contact
1. What this covers
This policy covers a purchase of a Zustri subscription completed through Paddle checkout, including Zustri Pro and an extra Seat bought on that subscription.
It does not cover deposits, prepayments, cash, or any other payment between you and your client. Those payments happen outside the Services, on terms you set with the client. Zustri does not process those payments, take or hold those funds, or refund them. See Payment tracking in our Terms of Use.
2. No physical return
Zustri is software. There is nothing to ship back. A return under this policy means a refund of the Paddle charge and an end of access to the paid subscription. If a refund is issued, access to the paid subscription ends.
3. When a refund is available
Unless applicable law or Paddle's Refund Policy requires a refund, a transaction is not refundable and cannot be exchanged.
Paddle may refund a charge at its discretion, or because you use a statutory withdrawal or cancellation right that its Refund Policy recognises. The windows below are the ones Paddle publishes. They are Paddle's statement of the rights it applies, not a separate promise by us. Ask within the window, counted from the transaction date, unless Paddle's Refund Policy states a different start.
- European Union, EEA, Switzerland, and the United Kingdom: 14 days. For consumers, this withdrawal right applies to a one-off purchase and to the first payment under a subscription. It does not apply to a later subscription payment, except that a United Kingdom annual subscription gets a new 14-day withdrawal period starting the day it auto-renews for another year. If the subscription includes a free trial, Paddle's Refund Policy starts a new 14-day withdrawal period when that trial ends. The right does not apply to digital content that you have already started to download, stream, or otherwise use, where you expressly agreed to waive withdrawal.
- Turkey and Israel: 14 days.
- South Korea, Brazil, China, and Canada: 7 days. Canadian consumers can read Paddle's French refund policy. We do not publish a French version of this page.
- Singapore: 5 days.
Paddle may, at its sole discretion, refund a charge if you submit a request within 14 days of the transaction date. Sending a request in that period does not guarantee a refund. Paddle reviews each request on its own and may approve a full refund, approve a partial refund, or decline it. A discretionary refund does not oblige Paddle, or us, to refund a later request.
Paddle does not refund a transaction where there is evidence of fraud, abuse of the refund process, or similar manipulation.
This policy does not affect your rights if the product is not as described, faulty, or not fit for purpose. If a technical problem persists, or a material defect stops you using the features as described, email us first at ddetkovs@gmail.com and give us a chance to fix it. If we cannot resolve it, contact Paddle as described in section 4, and include what you told us and any reply. Where there is evidence of a material technical or product defect, Paddle refunds in line with applicable consumer-protection law.
4. How to request a refund, withdrawal, or cancellation
To request a refund, use either of these:
- the support link in your receipt or on your account billing page; or
- https://paddle.net, then Request refund.
A consumer in the European Union can withdraw during the 14-day withdrawal period with the withdrawal button in the Paddle customer portal. Open the portal from the "Manage subscription" or "Manage transaction" link in your confirmation email, or from https://paddle.net, and follow the on-screen withdrawal option. The button is shown in the language of your checkout. If you withdraw within the period, Paddle refunds you within 14 days of receiving the request. You may also withdraw by the refund methods above. A consumer in the United Kingdom withdraws by contacting Paddle using those refund methods.
To cancel a subscription, use "Manage subscription" in your confirmation email and select cancel, or ask Paddle to cancel at https://paddle.net. Cancellation takes effect at the end of the current billing period and stops further charges. Cancelling is not a refund of the period you are in. If a transaction is not eligible for a refund, you can still cancel so that you are not billed again.
If a refund is approved, Paddle sends it back to the same payment method where it can, within 14 days of approval. That timing does not apply to a withdrawal made with the portal button, which is refunded as described above. Paddle uses its transaction records to check eligibility and timing. Those records do not override a statutory right.
If you are not sure you qualify, contact Paddle at https://paddle.net.
5. Trials and extra seats
Prices offered at checkout include a 14-day card-required trial, unless the checkout you complete says otherwise. You are charged only if you complete checkout. If the subscription includes a free trial, Paddle's Refund Policy starts a new statutory withdrawal period when that trial ends, as described in section 3.
An extra Seat is an add-on on the same subscription. It ends when that subscription ends, unless the checkout says otherwise. Whether an extra Seat can be refunded follows the same rules as the subscription charge it was bought with, unless local law says otherwise. An item that is delivered and fully available immediately may be non-refundable once delivered, except where the law requires a refund.
6. Chargebacks
Contact Paddle before you raise a chargeback, or a dispute with your bank, card issuer, or other payment provider. If you start a chargeback or a payment reversal, access to the paid subscription may be suspended while it is reviewed. Paddle may give the payment provider the payment details and, where relevant, any consent you gave to waive a statutory right. This does not affect a lawful right to dispute a charge under card-scheme or consumer-protection rules.
7. Changes
We may update this policy. The version of this page at the time of your transaction, together with the Paddle Refund Policy in effect at that time, governs that transaction. Save or print a copy for your records.
8. Contact
Product questions:
Deniss Detkovs
Calle Foguerer 11
Atico A
Alicante, Alicante 03012
Spain
ddetkovs@gmail.com
Billing, refunds, withdrawals, and cancellation: https://paddle.net.