Last updated: August 2026
Payments for ZyloScore subscriptions and Zylo Credit purchases are processed by our payment provider, Paddle.com Market Ltd ("Paddle"), who acts as the merchant of record for all transactions. This policy explains when a refund is available and how to request one.
You can cancel your subscription at any time from Settings→ "Manage billing & invoices." Cancelling stops future renewals; your plan remains active until the end of the billing period you've already paid for. No partial-month refunds are issued for unused days after cancellation.
First-payment refund window. If you are unhappy with your first subscription payment, contact us within 7 days of that charge and we will consider a full refund, provided you have not used more face scans than your free plan allows during that period (i.e. you have not materially consumed the paid benefits).
Refunds for subsequent renewal payments, or requests made outside the 7-day window, are considered on a case-by-case basis and are not guaranteed. We generally do not refund renewals where the subscription was actively used.
Zylo Credits are a one-time, non-recurring purchase. A Zylo Credit is consumed the moment a photo is submitted for analysis — not when you receive or approve the result — because the AI analysis has already been performed at that point. Used Zylo Credits are non-refundable, including when:
This is the same rule that applies to every scan on every plan: once a photo reaches our analysis pipeline, that Zylo Credit (or plan scan slot) has been spent. Plan-based scans work the same way and are also non-refundable.
Unused Zylo Credits. If you purchased Zylo Credits but have not used any from that purchase, contact us within 14 days of purchase and we will consider a refund for the full unused balance. Partial refunds (e.g. for a portion of a batch) are not available.
On-device Face Scans consume one Zylo Credit per use. The credit is consumed the moment a photo is submitted for analysis — not when the result is viewed. The same no-refund rule applies: a Zylo Credit spent on a Face Scan is non-refundable, including when no face is detected.
Gift links.Minting a shareable gift link is free and does not consume a Zylo Credit. The credit is deducted from the link owner's balance — and one Zylo Credit is added to the recipient's account — at the moment the recipient claims the link. Since no analysis runs at claim time, a claimed Zylo Credit that has not yet been spent on any feature may be refunded within 14 days of the original purchase of that Zylo Credit batch, subject to the unused-credits rule in Section 2.
If you believe you were charged in error — for example, a duplicate charge, a charge after cancellation, or a failed checkout that nonetheless triggered a payment — contact us immediately at support@zyloscore.app. We will investigate and, if confirmed, issue a full refund promptly.
Email support@zyloscore.app with:
Approved refunds are processed by Paddle back to your original payment method. Depending on your bank or card provider, refunds may take 5–10 business days to appear.
Go to Settings→ "Manage billing & invoices" to open Paddle's secure billing portal, where you can cancel your subscription, update your payment method, or download past invoices. You can also contact us at support@zyloscore.app and we will assist you.