At ZiveDesk, we're committed to your satisfaction. This Refund Policy explains how refunds, cancellations, and billing adjustments work. We strive to be transparent and fair in all our billing practices.
14-Days Money-Back Guarantee
New Subscriptions
We offer a full refund within 14 days of your initial subscription purchase. If you're not completely satisfied with ZiveDesk, you can request a full refund with no questions asked during this period.
Eligibility Requirements
The 14-days money-back guarantee applies only to your first subscription purchase with ZiveDesk. It does not apply to subscription renewals, upgrades, downgrades, or add-on services purchased separately.
What's Covered
The refund covers the full subscription fee paid for your initial billing period. This includes monthly or annual subscription plans purchased directly through our website or application.
Fair Use Policy
The money-back guarantee is intended for genuine trial purposes. We reserve the right to refuse refunds if we detect abuse of this policy, such as repeated sign-ups and cancellations, or excessive data usage inconsistent with trial evaluation.
Refund Processing Timeline
Request Processing
Refund requests are typically processed within 5-7 business days of receiving your request. We'll send you a confirmation email once your refund has been approved and initiated.
Payment Method Return
Refunds are issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional 5-10 business days for the funds to appear in your account.
Currency and Conversion
Refunds are processed in the same currency as the original purchase. If currency exchange rates have changed since your purchase, the amount you receive may differ slightly due to conversion fees imposed by your bank or payment provider.
Confirmation
You will receive email confirmation at each stage: when we receive your request, when the refund is approved, and when it's been processed. Please keep these emails for your records.
Non-Refundable Items
Subscription Renewals
Automatic subscription renewals are not eligible for refunds. We recommend canceling your subscription before your renewal date if you don't wish to continue. You'll retain access until the end of your current billing period.
Plan Changes
Upgrades, downgrades, or plan changes made after your initial purchase are not eligible for refunds. Any price differences are prorated for the remainder of your billing cycle.
Add-On Services
Additional services, features, or usage charges purchased separately from your main subscription are generally non-refundable once activated or used.
Partial Month Usage
We do not provide partial refunds for unused time within a billing period after the 14-day guarantee has expired. If you cancel, you maintain access until the end of your paid period.
Third-Party Services
Integrations, extensions, or third-party services purchased through or used with ZiveDesk are subject to their own refund policies and are not covered by our guarantee.
How to Request a Refund
Contact Our Support Team
To request a refund, please contact our support team at admin@zivedesk.com with 'Refund Request' in the subject line. Include your account email, subscription details, and reason for the refund (optional).
Required Information
Please provide: (1) The email address associated with your account, (2) Your subscription plan name, (3) The date of purchase, (4) Transaction ID or receipt number if available. This information helps us process your request quickly.
Response Time
Our support team will respond to your refund request within 24-48 hours during business days. We'll review your request and send you confirmation once approved.
Subscription Cancellation
How to Cancel
You can cancel your subscription at any time through your account settings under 'Billing & Subscription'. Click on 'Cancel Subscription' and follow the prompts. You'll receive immediate confirmation.
Effective Date
Cancellations take effect at the end of your current billing period. You will continue to have full access to ZiveDesk until that date. No partial refunds are provided for the remaining time.
Reactivation
If you cancel and later decide to return, you can reactivate your subscription at any time. Your previous data will be available if you return within 30 days of cancellation.
Auto-Renewal Prevention
To avoid being charged for the next billing period, please cancel at least 24 hours before your renewal date. This ensures your cancellation is processed before the automatic renewal attempt.
Cancellation Confirmation
After canceling, you'll receive a confirmation email with details about when your access will end and information about data export if needed.
Billing Disputes and Errors
Incorrect Charges
If you believe you've been charged incorrectly, please contact us immediately. We'll investigate the issue and issue a refund or correction if an error is confirmed.
Duplicate Charges
In the rare event of duplicate charges due to technical errors, we will refund the duplicate amount immediately upon verification. This typically occurs during payment gateway issues.
Failed Payment Retries
If a payment fails and we retry the charge, you will not be charged multiple times. Only successful payments will be processed. Contact us if you see multiple failed charge attempts on your statement.
Unauthorized Charges
If you notice unauthorized charges on your account, contact us immediately and also notify your payment provider. We take payment security seriously and will investigate all such reports promptly.
Prorated Refunds and Credits
Downgrade Credits
If you downgrade to a lower-tier plan, you'll receive a prorated credit for the unused portion of your higher-tier subscription. This credit is automatically applied to your next billing cycle.
Service Credits
In cases of significant service disruptions or outages that violate our Service Level Agreement (SLA), we may issue service credits at our discretion. These credits are applied to future invoices.
Account Credits
Credits issued to your account cannot be redeemed for cash and must be used toward future ZiveDesk services. Credits expire 12 months from the date of issuance.
Upgrade Charges
When upgrading to a higher-tier plan, you'll be charged a prorated amount for the remainder of your current billing period, plus the full amount for the next period.
Special Circumstances
Technical Issues
If you experience technical issues that prevent you from using ZiveDesk, please contact support before requesting a refund. We'll work to resolve the issue quickly. Refunds may be considered if issues cannot be resolved.
Account Termination by ZiveDesk
If we terminate your account due to Terms of Service violations, you will not be eligible for a refund. However, if we discontinue the service entirely, we'll provide prorated refunds for prepaid time.
Force Majeure
In cases of events beyond our control (natural disasters, war, etc.) that affect service delivery, we'll work with affected customers on a case-by-case basis to determine appropriate refunds or credits.
Exceptional Requests
Refund requests outside our standard policy may be considered on a case-by-case basis at our sole discretion. Please contact our support team to discuss your specific situation.
Payment Provider Policies
Paddle Payments
ZiveDesk uses Paddle as our payment processor. All transactions are subject to Paddle's terms and conditions. Refunds processed through Paddle follow their payment processing timelines.
Chargebacks
We discourage chargebacks as they incur significant fees. Please contact us first to resolve any billing disputes. Initiating a chargeback may result in immediate account suspension pending resolution.
Payment Method Changes
If you need to change your payment method, you can do so in your account settings. This will not affect your refund eligibility for previous purchases.
Tax Refunds
Refunds include any applicable taxes paid. However, we cannot refund taxes retained by tax authorities. Please consult your tax advisor regarding tax treatment of refunds.
Important Notice
This Refund Policy is part of our Terms of Service. By using ZiveDesk, you agree to this policy. We reserve the right to modify this policy at any time, with changes effective immediately upon posting.
We recommend reviewing this policy periodically to stay informed of any updates.
Questions About Our Refund Policy?
If you have any questions about refunds, cancellations, or billing, please don't hesitate to contact our support team:
Email: admin@zivedesk.com
Subject Line: Use "Refund Request" or "Billing Question" for faster processing
Tip: Before requesting a refund, try reaching out to our support team. We're here to help resolve any issues you're experiencing with ZiveDesk.