Refund & Cancellation Policy

All subscription and Zylo Credit transactions on ZyloScore (https://www.zyloscore.bond) are processed by our authorized reseller and Merchant of Record, Paddle.com Market Ltd ("Paddle"). This Refund & Cancellation Policy clearly outlines the conditions under which refunds, credits, and cancellations are issued.

1. Subscriptions (Starter, Pro, Elite)

Subscriptions renew automatically every 30 days unless cancelled before the renewal date. You may cancel any recurring subscription at any time without fees or penalties:

• How to Cancel: Navigate to Settings→ "Manage billing & invoices" to access the self-service Paddle customer portal, or email support@zyloscore.app.
• Effect of Cancellation: Cancelling halts all future automated billing. Your account retains full access to your tier benefits until the conclusion of your current paid billing period. We do not provide pro-rated refunds for unused partial-month days.
• First-Time Subscription 7-Day Refund Window: If you purchase a Starter, Pro, or Elite subscription for the very first time and are dissatisfied with the service, you may request a full refund within 7 calendar days of the initial transaction, provided you have not materially consumed the paid features (defined as having executed no more than 1 face scan and 0 voice scans during that period).
• Subsequent Renewals: Recurring monthly renewals are non-refundable once processed. It is your responsibility to cancel your subscription prior to the scheduled renewal date.

2. Multimodal Scan Consumption & Zylo Credits

ZyloScore operates real-time, high-compute AI vision and acoustic pipelines. Because compute costs are incurred immediately upon invocation, the following consumption rules apply:

• Immediate Quota Consumption: A facial scan slot, voice resonance analysis, or Zylo Credit is consumed at the exact moment a photo or voice recording is submitted to the processing queue — not when you view or accept the result.
• Unsatisfactory Photos or No-Face Scans: If an uploaded photo has poor lighting, extreme angles, blurry quality, or no human face is detected, the scan quota or Zylo Credit is still consumed because the AI vision model completed its diagnostic pass. Please review photo guidelines prior to uploading.
• Unused Zylo Credits Refund Window: If you purchase an à-la-carte batch of Zylo Credits and have not used any credit from that specific purchase, you may request a 100% refund within 14 days of purchase. Once any single credit from a bundle is consumed, the entire package becomes non-refundable.
• Gift Links: Minting a gift link is free. Zylo Credits are transferred only upon claim by the recipient. Unclaimed gift links may be cancelled and restored to your balance at any time from your account.

3. Technical Failures & Duplicate Billing Guarantee

We stand behind the reliability of our platform. You are fully protected in the following scenarios:

• System Processing Errors: If a technical outage or server 500 error causes an analysis to fail without returning your score or breakdown, our server automatically restores your scan slot or Zylo Credit. If this does not happen automatically, email us and we will immediately credit your account.
• Duplicate or Unauthorized Charges: If you experience a duplicate charge due to a network glitch or suspected unauthorized activity, contact us immediately. Upon verification, Paddle will issue an immediate full refund.

4. How to Request a Refund

To submit a refund request, please email our support and billing desk at support@zyloscore.app with the following details:

Processing Times: We review all refund requests within 2 business days. Approved refunds are processed through Paddle back to your original payment method (Credit/Debit Card, UPI, PayPal, or Apple Pay) and typically appear on your statement within 5 to 10 business days depending on your financial institution.