← Home
Terms and Conditions of ServicePrivacy and Personal Data Protection Policy
Tiếng ViệtEnglish

Refund Policy

ZEVO JOINT STOCK COMPANY

Effective Date: September 9, 2026 · Last Updated: September 9, 2026 · Version 1.0

Published at: https://zevohq.ai/legal/refunds (Vietnamese version: https://zevohq.ai/vi/legal/refunds)

This English version governs for Customers outside Vietnam. For Customers in Vietnam, the Vietnamese version at https://zevohq.ai/vi/legal/refunds prevails in case of any discrepancy. This translation is provided for reference.

This Policy consolidates the refund provisions issued in Section IV of the Pricing Policy, Section 6 of the Payment Policy and Section 3 of the Service Delivery, Termination and Refund Policy. Their substance is preserved. This Policy forms an integral part of the Terms and Conditions of Service at https://zevohq.ai/legal/terms.

1. Scope

1.1. This Refund Policy (the "Policy") sets out the right to request a refund, the conditions, the process, the cases in which no refund is given, and processing times, for fees paid by the Customer for the Zevo AI Service.

1.2. This Policy applies to all Customers on a paid Zevo AI plan. The definitions and general provisions of the Terms and Conditions of Service apply in full to this Policy; in the event of any conflict, the Terms and Conditions of Service prevail.

2. Right to request a refund

The Customer may request a refund within 14 (fourteen) days of the date of successful payment for an initial or renewal paid subscription. Refunds are considered and processed in accordance with this Policy.

3. Refund request process

  • Step 1: send a refund request by email to support@zevohq.ai.
  • Step 2: in the email, please provide:
    • The email address registered to the Zevo AI account;
    • The payment date and transaction amount (see your invoice);
    • The reason for the refund request (to help us improve the Service).
  • Step 3: we will acknowledge receipt within 02 (two) business days and review the request.
  • Step 4: once approved, the refund is processed by Polar and returned to the original payment method.

4. Refund conditions

A refund request will be accepted if all of the following conditions are met:

  • The request is made within 14 (fourteen) days of the payment date;
  • The Customer has not made substantial use of the Service (for example, has not sent messages, created conversations, or used the core paid-plan features beyond a minimal level);
  • The payment is not an overage charge or a fee for custom services.

If the Customer has made substantial use of the Service, Zevo AI may refuse the refund or refund only the portion corresponding to the remainder of the cycle (after deducting the value of the Service already used).

5. Cases where no refund is given

Zevo AI may refuse a refund request in the following cases:

  • The request is made more than 14 days after the payment date (unless the law provides otherwise);
  • The Customer has made substantial use of the Service during that period;
  • The Customer has breached the Terms and Conditions of Service or related policies;
  • The payment relates to overage charges or custom services;
  • The Customer has already requested a refund for the same transaction.

Unless applicable law provides otherwise or we have agreed otherwise with the Customer in writing, payments made are non-refundable after the 14-day period or where the Customer has made substantial use of the Service. Any unclear case will be considered in good faith.

6. Refund processing time

Once a refund is approved, processing may take 5 to 10 business days depending on:

  • The Customer's card-issuing bank;
  • Polar's processing (Merchant of Record).

The Customer will receive a confirmation email when the refund is complete.

7. Who processes refunds

Refunds are processed by Polar (Polar Software, Inc.), Zevo AI's Merchant of Record, and returned to the original payment method used by the Customer.

8. Incorrect payments

If the Customer accidentally pays more than once for the same transaction or pays an incorrect amount, please contact our support team immediately at support@zevohq.ai so that we can arrange a refund of the difference.

9. Refunds in related situations

9.1 When the Customer cancels a subscription

Cancellation takes effect at the end of the current billing cycle. The Customer will not be refunded for the remaining part of the current cycle unless a refund is due under this Policy (see Article 18 of the Terms and Conditions of Service).

9.2 When a free trial converts to a paid plan

If the Customer uses a free trial and does not cancel before it ends, the trial converts automatically to a paid subscription. If the Customer is charged after the trial without intending to continue, please submit a refund request under Article 3 of this Policy within 14 days.

9.3 When Zevo AI is in breach

If Zevo AI materially breaches its core obligations and fails to cure within 15 days of receiving written notice from the Customer, the Customer may terminate the contract and will be refunded the fee corresponding to the unused portion of the current billing cycle (see Article 19.2 of the Terms and Conditions of Service).

10. Complaints about refunds

If the Customer disagrees with the outcome of a refund request, please contact support at support@zevohq.ai. The procedure for receiving and resolving feedback, requests and complaints, together with the other dispute resolution routes, is set out in Articles 23 and 24 of the Terms and Conditions of Service. For matters relating directly to a payment transaction, the Customer may also contact Polar directly through its support channels.

11. Changes to this Policy

11.1. Zevo AI may amend, supplement or update this Policy from time to time to reflect changes in the Service, the law or its business operations.

11.2. For material changes to the refund rules, we will give notice by email or in-product notice at least 14 days before the change takes effect.

11.3. The version of this Policy in force at the time of the Customer's payment is the version that governs that transaction.

12. Contact

  • Support / refund requests: support@zevohq.ai
  • Legal / complaints: legal@zevohq.ai
  • Address: ZEVO JOINT STOCK COMPANY, No. 32, Lane 100 Doi Can, Ngoc Ha Ward, Hanoi City, Vietnam.