Refunds and cancellations
There is no subscription here, so there is nothing to cancel. What there is, is prepaid credit — and this page says exactly when you can have it back.
Nothing recurring, nothing to cancel
Every payment is a single one-off purchase of credit. No card is stored, no mandate is set up, and nothing will ever charge you again on its own. There is no plan to cancel and no free trial that turns into a bill.
Unused credit is refundable
Ask, and we will refund the credit you have not spent, to the payment method you paid with. Email namran.pan@zenovalabs.org from the address on your account. We will action it within 3 business days, and the money typically reaches you within 5 to 7 business days after that, depending on your bank.
Refunded credit is removed from your balance at the same time.
Spent credit is not
Credit you have already spent on answers cannot be refunded, because that inference was genuinely bought from a model provider on your behalf and genuinely cost money. If an answer was wrong, or the service misbehaved, write to us anyway — we would rather hear about it and decide fairly than hide behind this paragraph.
What you are never charged for
- A question that never reaches the model.
- Reading, uploading, scrolling, or anything already stored in your library.
- The difference between what an answer might have cost and what it did. Money is set aside when a question starts and settled when it ends, so you pay the real cost, not the worst case.
An answer that breaks off part-way through is charged for the part the provider had already billed us for. That is real money someone spent on your behalf, and saying otherwise would only mean hiding it.
If a payment goes wrong
If money left your account and no credit arrived, email us with the date and amount. We will trace it with the payment gateway and either credit you or refund you. Credit is only ever added after the gateway confirms a payment to us directly, so a payment page that closed early is worth telling us about.