Clear and fair refund guidelines for our digital services.
This policy explains our stance on refunds for generative AI credits, recurring subscriptions, and how we handle billing exceptions and technical outages.
Merchant of Record
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
When you make a purchase on Zooke, the transaction is processed securely by Paddle. As a result, Paddle's name will appear on your bank or credit card statement.
Digital Credits
Due to the computationally intensive nature of AI generation (including video, image, and text generation), purchases of prepaid digital credits, one-time top-ups, or usage-based payments are strictly non-refundable once the credits have been consumed or generation tasks have been initiated.
We encourage you to test our platform using any available free tiers or trial credits before committing to large credit purchases.
Subscriptions
You can cancel your recurring subscription at any time from your billing dashboard. Cancellations take effect at the end of your current billing cycle, allowing you to continue using your subscription benefits until that time.
If you forgot to cancel and your subscription renewed automatically, you may be eligible for a pro-rata refund if you contact support within 7 days of the renewal date, provided you have not utilized any generated credits or premium features during the renewed billing period.
Technical Issues and Exceptions
If you experience a system failure, prolonged service outage, or a billing error (e.g., being charged twice for the same transaction), we are happy to review your case and issue a refund or account credit where appropriate.
Refunds are issued at our sole discretion and must correspond directly to verified technical failures on the Zooke platform that prevented you from accessing the service you paid for.
- We cannot issue refunds for dissatisfaction with AI-generated outputs, as AI models can produce unexpected or stylized results by nature.
- Approved refunds will typically be processed back to your original payment method within 5-10 business days, depending on your financial institution.
How to Request a Refund
To request a refund, please contact us at team@zooke.io or through your Paddle email receipt. Please include your Paddle order reference number, the email address associated with your account, and a detailed description of why you are requesting a refund so our team can assist you efficiently.
Need to request a refund?
For billing inquiries or refund requests, email team@zooke.io or submit a ticket through our support page.