Refund Policy
Your satisfaction is our priority. If you encounter any issue with your subscription or credits, our team is available to find an appropriate solution.
1. Right of Withdrawal (EU Consumers)
Under Article L221-18 of the French Consumer Code, consumers have a 14-calendar-day right of withdrawal from the date of subscribing to a plan or purchasing credits, without having to provide a reason.
Important exception
Under Article L221-28 12° of the French Consumer Code, by accepting our Terms at the time of purchase, you acknowledge that the service is performed immediately and expressly waive your right of withdrawal once credits have been consumed or after using more than 50 credits.
In other words: if you have not yet used your credits or have only used a small fraction, you may exercise your right of withdrawal within 14 days.
To exercise this right, send an email to contact@zymera.ai with the subject "Withdrawal — [your account email]". The refund will be processed within 14 days via the original payment method.
2. Subscription Refunds
2.1 Cancellation During a Period
Zymera subscriptions are prepaid and non-refundable on a pro-rata basis for the current period. Upon cancellation, you continue to benefit from your subscription features and credits until the end of the paid period.
Example: If you subscribe on June 10 and cancel on June 20, you retain access and your monthly credits until July 10. No partial refund is due.
2.2 Exceptions Entitling Refund
A full or partial refund may be granted in the following cases:
- Extended service outage: Total Platform interruption lasting more than 72 consecutive hours without prior notice, during the paid subscription period (pro-rata refund).
- Double billing: In the event of a duplicate charge, the additional amount will be refunded in full within 5 business days.
- Pricing error: In the event of billing at an incorrect rate, the difference will be refunded.
- Termination by Zymera without fault: If Zymera terminates your account for reasons not attributable to you, unused paid credits and the remaining period will be refunded.
3. Additional Credit Refunds
3.1 General Rule
Additional credit packs purchased separately are non-refundable once the order is confirmed, except under the right of withdrawal (14 days, if unused) or the exceptions listed above.
3.2 Credits Following a Failed Generation
If a generation fails due to a malfunction on our platform (and not due to an error in your settings), the corresponding credits are automatically refunded to your balance within 24 hours.
If this automatic refund has not occurred, please contact support with the generation ID (visible in your history).
3.3 Credit Expiry
Monthly subscription credits expire at the end of the month and are not refundable. Additional credits are valid for 12 months; their expiry does not entitle you to a refund.
4. Refund Request Process
Contact support
Send an email to contact@zymera.ai with the subject "Refund Request".
Describe your request
Include your account email address, the purchase date, the amount and the reason for your request. Attach any supporting documentation (error screenshots, etc.).
Processing
Our team will review your request within 3 to 5 business days and contact you by email.
Refund
If your request is approved, the refund will be issued via the original payment method within 5 to 10 business days (subject to bank processing times).
5. Dispute Resolution
If you disagree with a refund decision, you may:
- Internal escalation: Ask your support contact to escalate your case to the billing manager at contact@zymera.ai with the subject "Escalation — [your ticket number]".
- Mediation: Under French consumer law, you may have recourse to a qualified consumer mediator.
- Legal proceedings: As a last resort, French courts have jurisdiction.
EU consumers may also use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr
6. Billing Contact
Email: contact@zymera.ai
Response time: 3 to 5 business days