Refund and Cancellation Policy

1. Purpose and Scope

This policy explains how cancellations and refund requests are handled for Zuko subscriptions. The process depends on whether the subscription was purchased directly from Zuko on the web, through Apple's App Store, or through Google Play. Nothing in this policy limits rights or remedies that cannot lawfully be excluded under the laws of Trinidad and Tobago or any other law that applies to you.

2. Cancellation Is Different From a Refund

Cancelling a subscription stops future renewals. Unless a refund, immediate cancellation, or different outcome is required by law or confirmed by the payment provider, you will generally retain access to paid features until the end of the current billing period. Cancelling does not automatically refund a charge already made.

3. Direct Web Purchases

For a subscription purchased directly from Zuko on the web, you may request cancellation or a refund by emailing [email protected] from the verified email address on your Zuko account. Include the transaction or invoice reference, charge date, plan name, and a short explanation of the issue. Do not send your password, full payment-card number, security code, or other payment credentials.

4. When to Contact Us

Please contact us within 14 calendar days after the charge so we can investigate promptly. A request made after 14 days will be considered only where one of the grounds in section 5 applies and the transaction can still be reasonably verified, or where applicable law requires a remedy. This request period does not waive or shorten any non-excludable statutory right.

5. When a Refund May Be Available

For a direct web purchase, a refund is available under this policy only where at least one of the following applies:

• The same subscription period was charged more than once.
• The charge is verified as unauthorized.
• Zuko charged an amount, currency, billing interval, or plan different from the purchase you confirmed.
• Zuko charged you after a timely cancellation had taken effect.
• Payment was completed but a Zuko billing or activation error prevented the purchased subscription from being applied to the correct account.
• The paid Zuko service was materially unavailable because of a failure within Zuko's control and was not restored within a reasonable time after notice.
• A paid feature was materially different from Zuko's description at the time of purchase and the problem was not corrected within a reasonable time.
• A refund or other monetary remedy is required by applicable law.

Where the law permits, Zuko may provide an appropriate correction before issuing a refund when correction reasonably resolves the issue.

6. Excluded Reasons

Except where applicable law or the responsible app store or payment provider requires otherwise, all reasons not listed in section 5 are excluded from Zuko's direct-purchase refund policy. Excluded reasons include:

• Changing your mind or an accidental purchase made by an authorized account holder.
• Forgetting to cancel before renewal, failing to use the service, or requesting a refund for unused days or a prorated period after access was provided.
• No longer needing Zuko, finding a different service or price elsewhere, or changes in personal, family, financial, legal, or co-parenting circumstances.
• Purchasing the wrong plan where Zuko supplied the plan you confirmed at checkout.
• Dissatisfaction that does not arise from a material difference from Zuko's description.
• Device incompatibility that was disclosed or was not caused by Zuko.
• Internet, mobile-network, app-store, bank, card, or device problems outside Zuko's control.
• Loss of access caused by inaccurate account information, lost credentials, or failure to maintain a supported device.
• Suspension or termination resulting from a material breach of Zuko's Terms of Use.

These exclusions do not remove any non-excludable statutory right or remedy.

7. How We Review Direct-Purchase Requests

We aim to acknowledge a complete request within three business days and provide a decision within ten business days where reasonably possible. We may ask for information needed to verify the account, transaction, and circumstances. Depending on the facts and applicable law, the outcome may be correction of the service, a full refund, a partial refund, or another appropriate remedy.

8. Approved Refunds

An approved direct-purchase refund will ordinarily be returned to the original payment method. Processing and posting times are controlled by the payment processor, card network, and financial institution and may vary. Zuko cannot guarantee the date on which funds will appear after a refund has been issued.

9. Apple App Store Purchases

Apple processes and decides refund requests for subscriptions purchased through the App Store. Submit the request through Apple's official purchase and refund support process. Zuko may help explain account activity or a technical issue, but Zuko cannot issue an App Store refund directly, override Apple's decision, or guarantee approval. Apple's terms and refund procedures apply in addition to any rights you have under applicable law.

10. Google Play Purchases

Google may process refund requests for subscriptions purchased through Google Play, including requests made through Google's official refund process. In circumstances where Google directs you to the developer, contact [email protected] from your verified Zuko account email and include the Google Play order reference. Any developer-issued refund must be processed through the tools and permissions made available by Google. Google's terms and refund procedures apply in addition to any rights you have under applicable law.

11. Access After a Refund

When a full refund is confirmed, access to the refunded subscription benefits may end immediately or at the time determined by Apple, Google, or the payment provider. Zuko may update the account's subscription entitlements after receiving reliable confirmation of the refund. A partial refund may result in a corresponding adjustment where supported.

12. Unauthorized Charges and Payment Disputes

If you believe a charge was unauthorized, contact the relevant app store, payment provider, or [email protected] promptly. We may ask for information needed to investigate without requesting sensitive payment credentials. A bank or card dispute is handled under the financial institution's procedures and may take place separately from Zuko's review.

13. Consumer Rights and Redress

Zuko does not use a blanket no-refund rule. Depending on the circumstances and applicable law, consumers may be entitled to redress where a service is defective, cannot reasonably serve its intended purpose, or is materially different from what was represented. Available redress may include correction of the service, a refund, or another appropriate remedy.

14. Changes to This Policy

Zuko may update this policy to reflect changes in the service, payment providers, store requirements, or applicable law. The version and effective date will be updated when a revised policy is published. Changes will apply prospectively unless applicable law requires otherwise.

15. Contact

For direct-purchase cancellations, billing questions, or refund requests, email [email protected]. For an Apple App Store or Google Play purchase, begin with the store's official subscription-management or refund process because the store controls the transaction.