Refund Policy

This Refund Policy applies to all purchases and subscriptions in the Zoftly AI application. It forms part of our Terms of Use.

Who processes your payment

This means a refund of money can only be issued by Google. We cannot reverse a charge, issue a card refund or access your payment method. What we can do — and will do — is fix the problem on our side, restore what you paid for, and support your refund request to Google where it is justified. That is set out below.

Requesting a refund from Google

This is the fastest route for most refund requests:

1. Open the Google Play Store app and tap your profile icon.
2. Go to Payments & subscriptions → Budget & order history.
3. Select the Zoftly AI order and tap Request a refund or Report a problem, then follow the prompts.

You can also request a refund at play.google.com/store/account/orderhistory. Google generally offers a self-service refund within a short window after purchase (commonly 48 hours) and reviews later requests case by case. Refund timing, eligibility and the final decision are determined by Google under its own policy, not by us.

When to contact us directly

Separately from Google's process, contact us directly and we will put it right if you paid successfully but did not receive what you paid for. This applies in particular where:

• Your credits were not delivered. Payment succeeded but the credits were not added to your balance, or fewer credits were added than the plan includes.
• You were charged but your subscription is not active. The payment was taken but the app shows no active subscription, or your subscription features remain locked.
• A billing or technical error prevented delivery. For example a duplicate charge, a charge after you had already cancelled, a renewal that was billed but not applied to your account, or a failure in our systems that left your purchase unfulfilled.
• Credits were consumed without producing a result. Credits were deducted but no output was delivered to you because of a failure attributable to us.

In these situations our normal remedy is to deliver what you paid for — by crediting the missing credits to your balance, activating or restoring your subscription, or reversing an incorrect deduction. We can usually do this quickly, and in many cases it resolves the matter without any refund being needed.

If the problem cannot be fixed that way — for example because the service you purchased genuinely cannot be provided to you — we will tell you so in writing and support your refund request to Google, including confirming to Google that the purchase was not fulfilled.

What to include when you contact us

Email support@zoftly.site with the following. Giving us all of it in the first message is the difference between a same-day fix and a week of back-and-forth:

How quickly we respond

• We aim to acknowledge your email within 2 business days.
• We aim to resolve fulfilment problems within 7 business days of receiving the information listed above.
• Where a matter needs Google's involvement, their own timelines apply and are outside our control.

What is not normally refundable

Subject always to your statutory rights below, we do not generally provide refunds or credit restorations where:

• The credits were used and output was delivered. Once a request has been processed and a result produced, the service has been provided and the credits are consumed.
• You are dissatisfied with the creative result. Output is produced automatically by independent third-party AI systems and is inherently variable — it may be inaccurate, unexpected or not to your taste. As explained in our Terms of Use, we give no warranty as to the quality or suitability of output, and this is not treated as a fault.
• You changed your mind after using the Service, or forgot to cancel before a renewal date.
• You want a partial refund for an unused part of a billing period. Cancelling stops future charges; it does not pro-rate the current period.
• Your access was suspended or terminated for breach of our Terms of Use.
• The request relates to a device, network, operating-system or Google Play problem outside our control.

Cancelling a subscription

Cancel at any time in the Google Play Store → Payments & subscriptions → Subscriptions screen. Cancellation stops future renewals and takes effect at the end of the current paid period, and you keep access until then.

Free trials

Where a free trial is offered, it converts into a paid subscription automatically at the end of the trial unless you cancel beforehand, as disclosed to you at the time of purchase. To avoid being charged, cancel before the trial ends. Trial eligibility is determined by Google Play and may be limited to once per user or device.

Your statutory rights

Nothing in this Policy limits rights you have under mandatory consumer law, which override anything above to the extent they conflict.

• European Union and United Kingdom. You generally have a 14-day right of withdrawal for digital content. That right may be lost once supply has begun with your express consent and acknowledgement — which typically occurs when you confirm an in-app purchase. You also have remedies if digital content is faulty or not as described.
• India. Your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 are unaffected.
• Other jurisdictions. Any non-excludable guarantee or remedy available to you under local law continues to apply.

Chargebacks

Please contact us or Google before raising a chargeback with your bank — in almost every case we can resolve a fulfilment problem faster. A chargeback may cause Google to restrict your Play account, and we may suspend access to purchased features pending its outcome.

Changes to this Policy

We may update this Policy. The "Last updated" date above shows the current revision. The version in force at the time of your purchase applies to that purchase.

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