Refund and Cancellation Policy
Version 1.1 · Last updated: 11 July 2026
How subscriptions, credits, cancellations, and refunds work on Zencra Labs.
1. Scope
This Refund and Cancellation Policy applies to purchases on Zencra Labs, operated by ZENCRA LABS PRIVATE LIMITED. It forms part of our Terms of Service and is provided in the interest of transparency consistent with the Consumer Protection Act, 2019 and applicable e-commerce principles. Payments and refunds are executed through third-party payment processors such as Razorpay or Stripe.
2. Digital services and credits
Zencra Labs provides digital AI services through subscription plans and prepaid credits, delivered electronically. Credits are prepaid units that are consumed when you generate outputs and have no independent cash value.
3. Subscriptions and cancellation
Subscriptions renew automatically for the selected billing period until cancelled. You can cancel renewal at any time from your account or by contacting us. Cancellation stops future renewals and takes effect at the end of the current paid period; it does not automatically refund the current period. You retain access to paid features until that period ends.
4. Credits already used
Credits spent on a successfully delivered generation are consumed and are not refundable, because the service has been provided. Booster credits are prepaid, are generally non-refundable once purchased, and expire 90 days from purchase whether used or not.
5. Failed generations and billing errors
If a generation fails on our side or due to a provider failure before delivering a usable result, the credits reserved for it are restored to your balance automatically. Where automatic restoration does not occur, contact us and we will review and correct any verified error. Duplicate charges, failed or double payments, and verified billing errors will be corrected.
6. When refunds are not provided
Except where mandatory law requires otherwise, refunds are not provided for change of mind after digital services or credits have been delivered, for poor prompt quality or subjective dissatisfaction with a delivered output, for credits already consumed, or where an account is restricted or terminated for violation or abuse.
7. How to request a refund and timelines
To request a refund or report a billing problem, contact billing@zencralabs.com with your account email, the order or payment reference, and a description of the issue. We aim to acknowledge billing and refund requests within 3 to 7 working days. Approved refunds are returned to the original payment method through our payment processor and are subject to processor and bank timelines.
8. Refund and chargeback abuse
Refund fraud, chargeback abuse, and disputes raised in bad faith are prohibited. If you raise a chargeback instead of contacting us, we may suspend your account and reverse related credits or access while the dispute is reviewed. We may recover amounts and refuse service to accounts engaged in payment abuse.
9. Taxes and invoices
Prices may be shown inclusive or exclusive of applicable taxes depending on your location. GST and tax invoices, where applicable, are handled in accordance with law and may be provided separately.
10. Contact
Billing and refund questions can be sent to billing@zencralabs.com. General support is available at support@zencralabs.com.
Contact
This document is effective from the Last updated date shown above and may be updated from time to time. When we make changes we will revise that date and, where appropriate, notify you through the platform or by email. Continued use of Zencra Labs after an update means you accept the revised version.