Refund & Cancellation Policy

This policy explains how to cancel, and when money is returned. It forms part of our Terms of Service. It is written to be short and specific, because a refund policy that needs interpreting is not a refund policy.

The trial is free, and nothing is charged during it

New organisations get 30 days at no cost, with no payment method required. If you never choose a paid plan, you are never billed and there is nothing to refund or cancel. We will not turn a trial into a paid subscription without you asking us to.

Cancelling a paid subscription

You can cancel at any time, and you do not have to give a reason. Cancellation takes effect at the end of the period you have already paid for. You keep full access until that date — we do not cut service off on the day you cancel.

To cancel, email support@zyboom.com from an administrator address on the account, or use the billing screen in the application where that is available to you. We will confirm in writing. If you do not get a confirmation, assume it did not reach us and tell us again.

What we do not refund

Subscriptions are billed in advance for a period. We do not refund the unused part of a period you have already paid for, and we do not refund part-months. If you cancel a month in, the subscription runs to the end of that month and is not renewed.

We do not refund a period because it went unused. A subscription nobody logged into is still a subscription, and we cannot tell the difference between that and one that was simply quiet.

What we do refund, without argument

A billing error on our side. If we charged the wrong amount, charged twice, charged after you cancelled, or charged an account that should never have been billed, we refund the difference in full. Tell us and we will fix it — we would rather find these than have you find them.

A change that reduces what you paid for. If we materially reduce a feature you are paying for during a period you have already paid for, you may cancel and we will refund the unused part of that period pro rata.

A failed launch. If you buy a paid plan and the service does not work for your organisation for reasons on our side, and we cannot fix it within a reasonable time, tell us within 30 days of the first charge and we will refund it in full.

Failed payments are not an immediate cut-off

If a renewal payment fails, we keep trying and we tell you. Nothing about your service changes for 30 days from the end of the period you last paid for — same features, same access, same seats — because a card usually expires rather than a customer usually leaving. If payment has still not succeeded after that, the account moves to our basic feature set.

Your data is kept either way. We do not delete an organisation's records because a payment failed, and we do not disable anyone's login for it.

Annual plans and negotiated agreements

Where you pay annually, the same rule applies to the year: cancellation takes effect at the end of the year you have paid for, and the unused part is not refunded unless one of the situations above applies. Where you have a signed order or agreement with terms that differ from this page, that document governs.

Refunds are made to the original payment method, in USD, normally within 10 business days of us agreeing to one.

Before you raise a chargeback

Please email us first at support@zyboom.com. If we got a charge wrong we will refund it, and we can usually do that faster than a bank dispute. A chargeback also suspends the account automatically while it is open, which is rarely what a customer actually wants.

ZYBUCK, INC, trading as Zyboom. Postal address: 3711 Long Beach Blvd, Long Beach, CA 90807, USA.