1. Summary

Most Zeno Technologies payments are for digital access, professional time, strategy, implementation, app subscriptions, or custom work. Because this work often begins shortly after purchase or approval, payments are generally non-refundable once access is provided, a billing cycle begins, or service work has started.

We still review reasonable refund or credit requests for duplicate charges, billing errors, unresolved technical access issues caused by us, or situations where we determine that the service cannot be delivered as scoped.

2. Shopify app subscriptions

Shopify app charges may appear on your Shopify invoice and can follow Shopify's separate app billing cycle. Uninstalling an app normally stops future recurring app charges, but it may not remove charges already incurred during the current billing period.

Refunds or credits may be reviewed when:

• You believe there was a duplicate, incorrect, or unauthorized Zeno app charge.
• The app could not be accessed due to a Zeno-side technical issue that we could not resolve after a support request.
• You were charged after cancellation because of an error that can be verified.
• You request review within 7 days of the relevant app charge and there has been no meaningful app usage.

App charges are generally not refundable when:

• The app was installed, accessed, or used during the billing period.
• The request is based only on not using the app after subscription approval.
• The charge relates to completed usage, setup, data processing, generated content, or app actions already consumed.
• The issue is caused by missing store permissions, third-party platform limits, or merchant-side configuration that prevents normal use.

3. Digital marketing services

Digital marketing services include SEO Optimization, Website Performance, Content Optimization, Conversion Rate Optimization, audits, strategy, implementation, consultation, and growth sprint work.

Service fees reserve calendar time and cover preparation, research, planning, technical review, implementation, communication, and delivery. Once a service sprint begins, the payment is generally non-refundable.

Before a service sprint starts

• If you cancel before any research, audit, planning, access review, kickoff, or implementation has started, we may offer a refund or service credit after deducting non-recoverable third-party costs or payment processing costs.
• If work has been scheduled but not started, we may offer a reschedule or credit toward another Zeno service.

After work starts

• Payments are not refundable for completed work, delivered audits, written recommendations, page edits, content drafts, performance fixes, CRO recommendations, reports, or implementation time.
• If a project cannot continue because required access, feedback, approvals, assets, or platform permissions are not provided, payments for time already reserved or work already performed are not refundable.

4. Custom Shopify, automation, and project work

Custom development, Shopify theme work, automation, app setup, integrations, technical troubleshooting, and custom implementation may use deposits, milestone payments, retainers, or fixed project fees.

• Deposits are generally non-refundable once planning, discovery, design, coding, configuration, or technical review begins.
• Milestone payments are non-refundable once the related milestone work has started or been delivered.
• Unused prepaid work may be reviewed for a service credit if the cancellation happens before the time is used or reserved.
• Third-party costs, paid tools, app subscriptions, ad spend, stock assets, platform fees, and external contractor costs are not refundable by Zeno once incurred.

5. Exceptional cases

We may provide a refund, partial refund, or service credit at our discretion when one of these situations applies:

• A verified duplicate payment or billing error occurred.
• The wrong amount was charged.
• The service was paid for but we had not started work and no time or third-party cost had been reserved.
• We determine that the agreed service is technically impossible to deliver before meaningful work begins.
• Both sides agree in writing that a refund or credit is the best resolution.

Approved refunds may be returned to the original payment method, issued through Shopify's app billing system when applicable, or provided as a credit toward future Zeno services.

6. How to request a refund review

Send the request through our contact page within 7 days of the charge or as soon as you discover the billing issue.

• Your name and email address.
• Your Shopify store URL, if applicable.
• The app, service, invoice, or project involved.
• The charge date and amount.
• A short explanation of why you are requesting a refund or credit.

We normally review requests within 5-10 business days after receiving the required information. Submitting a request does not guarantee approval.

Contact Zeno Technologies

7. Chargebacks and disputes

Please contact us before opening a bank dispute or chargeback. We can usually review app charges, service invoices, and project records faster when we have the store URL, invoice details, and context. If a chargeback is opened, we may pause active work or account support while the dispute is reviewed by the payment processor or Shopify.