Refund policy
ZenG sells digital credit passes. Because credits are delivered to your account instantly and can be used right away, refunds follow the rules below.
Credits for failed messages
If an AI model can’t answer, or our service fails, the credits for that message are returned to your balance automatically. You don’t need to ask.
When you can get your money back
- You didn’t use the pass: you can ask for a full refund within 7 days of buying, as long as none of the pass’s credits were used.
- You were charged but the pass didn’t activate: we either activate it or refund you in full.
- You were charged twice for the same pass: we refund the extra payment in full.
- Something on our side stopped you from using the pass (for example a long outage): we refund the unused part, or add the time back, whichever you prefer.
When refunds aren’t available
- Credits from the pass have been used, unless one of the cases above applies.
- The pass time has ended.
- Free credits, which have no price.
- An account closed because it broke our terms and conditions.
How to ask for a refund
Email [email protected] or call +20 106 899 5776 with the email you use in ZenG, the pass and the date of payment. We reply within 3 working days.
How refunds are paid
- Approved refunds go back to the original payment method. Banks and payment providers usually take 7 to 14 working days to show it.
- Purchases made through the Apple App Store are refunded by Apple under its own rules: request them at reportaproblem.apple.com. We are happy to help.
Contact
- Email: [email protected]
- Phone: +20 106 899 5776
- Address: Cairo, Egypt