Refund Policy
1. Scope
This policy applies to prepaid API credits purchased through the ZGo API Gateway and paid through our merchant of record, Waffo Pancake. Free trials, promotional grants, and free diagnostics involve no payment and are outside this policy.
Credits are deducted based on actual usage. Subscriptions renew automatically at the interval selected until cancelled; cancellation stops future renewals and access continues to the end of the current paid period. Separately purchased credit packs are one-time purchases and never auto-renew. Subscription credits expire at the end of each period; pack credits have no expiry date unless a promotional offer says otherwise.
2. Refund principle
Account credits are virtual goods and an online-delivered digital service. They become usable immediately after payment and cannot be reversed once consumed. For that reason, we do not offer “no-questions-asked” or change-of-mind refunds.
- By completing a purchase, you confirm that you have read this policy and understand that credits are non-refundable after issue except as described below.
- Credits are non-transferable, cannot be withdrawn as cash, and have no cash value.
- Reasons such as “I topped up too much”, “I have not used it yet”, or “I forgot to use it” do not by themselves entitle you to a refund.
- If promotional bonus credits are included, bonus and purchased credits are pooled and consumed together. Any refund is capped at the unconsumed portion of the pooled balance; consumed amounts are not refunded regardless of source.
3. Cases we handle
We will review and, where verified, refund the following cases when reported within 7 calendar days of the payment:
| Case | What we need |
|---|---|
| Duplicate charge | Same account and transaction charged more than once |
| Paid but credits not received | Payment receipt or transaction ID showing successful payment |
| Incorrect amount | Charged amount differs from the amount shown at checkout |
| Service termination with unused balance | We stop providing the paid service and your account still has unused purchased credits |
These are delivery-failure cases, not unconditional refunds. We may need to reconcile the payment provider’s records before approving a refund.
4. How to request a refund
Email support@zgoapi.cc with the subject “Refund Request” and include:
- the email address registered on your ZGo account;
- the payment date and amount;
- the Waffo transaction ID or ZGo order number;
- a short description of the issue and, where available, a receipt or screenshot.
We normally respond within 3 business days. If we approve a refund, we initiate it through Waffo to the original payment method. The time for funds to appear depends on the payment method and is typically 5–10 business days after approval.
5. What is not refundable
- Credits already consumed by API calls, including failed calls that reached the upstream provider and incurred cost.
- Bonus or promotional credits, and any consumed portion of a pooled balance.
- Requests made after the 7-day exception window, except where mandatory law provides otherwise.
- Accounts terminated for material breach of the Terms of Service or acceptable-use rules.
- Repeated top-up-and-refund behaviour that we reasonably consider abuse of the refund process.
6. Chargebacks
Please contact us before filing a chargeback. A chargeback can suspend your account while the payment network investigates. We will cooperate with a genuine billing dispute, but we may contest chargebacks for credits that were delivered and consumed.
7. Statutory rights
This policy explains when our voluntary refund process applies. It does not limit any non-waivable statutory rights you may have under the consumer-protection laws of your country or region. If a mandatory law gives you a right that conflicts with this policy, that law prevails to the extent of the conflict.
8. Service termination
If we permanently stop providing the paid service for reasons not caused by your breach, we will refund the unused purchased balance in your account, after deducting any bonus credits and any amounts already consumed. We will provide notice through the service or by email where practicable.
9. Changes
We may update this policy from time to time. The updated version will show a new effective date. Changes do not affect rights you acquired under a paid order at the time it was made, except where a change is required by law or a payment provider.
10. Contact
Refund requests and questions: support@zgoapi.cc
Operator: ZGo
Website: https://zgoapi.cc