This Refund Policy explains how ZShip TanStack handles subscription cancellations, one-time purchases, credit adjustments, duplicate charges, and eligible refund requests.
1. Subscription cancellations and plan changes
You may cancel a subscription at any time. Unless your plan states otherwise, cancellation stops future renewals and your current subscription remains active until the end of the paid billing period.
- Downgrades generally take effect at the next renewal date.
- Upgrades may take effect immediately and may create prorated charges or credits.
- Deleting an account does not automatically reverse valid charges incurred before deletion.
2. Refund eligibility
Refunds are considered in good faith, but not every payment is refundable. Unless local law requires otherwise, the main cases where a refund may be approved are below.
2.1 Initial subscription purchase
A first-time subscription purchase may qualify for a refund if requested within 7 calendar days of the initial charge and if less than 20% of the included credits or service allowance has been consumed.
2.2 Duplicate or erroneous billing
If you were charged more than once for the same order or billed because of a payment system fault, we will investigate and, if confirmed, refund or correct the incorrect charge.
2.3 Verified technical failure
If a material platform defect prevented you from using a paid feature as described, and we cannot resolve it within a reasonable time, we may offer a refund, service credit, or account adjustment.
3. Credit adjustments instead of cash refunds
Where appropriate, we may resolve an issue through credit restoration, replacement credits, subscription extension, or another commercially reasonable adjustment instead of a cash refund.
4. Non-refundable items
- credits already consumed, transferred, expired, or converted into completed service actions;
- free, bonus, promotional, or goodwill credits;
- one-time credit packs after they have been materially used;
- custom implementation, consulting, onboarding, or other non-standard service work;
- accounts suspended or terminated for fraud, abuse, chargeback misuse, or policy violations.
5. Credit expiration and billing period treatment
Subscription credits may expire at the end of the relevant billing period unless your plan or order states otherwise. One-time purchased credits and promotional credits may follow different expiration rules.
6. How to request a refund
To request a refund or billing review, contact support@tanstack.zship.ai and include the account email, order or invoice ID, a short explanation, and any relevant screenshots or timestamps.
7. Review timing, method, and chargebacks
We aim to review refund requests within 5 to 7 business days. Approved refunds are generally returned to the original payment method. Please contact us before initiating a chargeback so we can investigate and resolve the issue.
8. Changes and contact
We may update this Refund Policy from time to time. For billing support, cancellations, or refund questions, contact support@tanstack.zship.ai.