Refund Policy
Last updated: 1 March 2025
1. Overview
ZenonAI accepts voluntary donations to support the continued development of Samantha, our open-source AI agent. Because donations are voluntary contributions — not purchases of goods or services — they are generally non-refundable.
However, we recognise that errors happen. This policy explains the limited circumstances in which a refund may be granted and how to request one.
2. General Non-Refundable Policy
Donations made through our Site are final and non-refundable except as outlined in Section 3 below. This is because:
- Donations fund ongoing development work that begins immediately.
- No product, service, or deliverable is exchanged for a donation.
- Payment processing fees charged by Paddle are not recoverable once a transaction completes.
3. Eligible Refund Circumstances
We will issue a full refund in the following situations:
If you did not authorise the donation and believe your payment method was used without your knowledge or consent (e.g. fraud or account compromise), you are entitled to a full refund. Please contact us within 30 days of the transaction date.
If you were charged more than once for a single intended donation due to a technical error, we will refund all duplicate charges.
If the amount charged differs from the amount you entered during checkout, we will refund the difference or process the full refund, at your discretion.
We may grant refunds in other exceptional circumstances at our sole discretion. Please contact us and describe your situation; we will review each case individually.
4. How to Request a Refund
To request a refund, email us at support@zenon.ai and include:
- Your full name as it appears on the payment.
- The email address used during checkout.
- The Paddle transaction ID (found in your receipt email).
- The amount and date of the transaction.
- The reason for your refund request.
We aim to respond to all refund requests within 5 business days.
5. Refund Timeframe
Approved refunds are processed through Paddle within 5–10 business days. The time for the funds to appear in your account depends on your bank or card issuer, and typically takes a further 3–7 business days.
Refund requests must be submitted within 60 days of the original transaction date. Requests submitted after this window will not be considered except in cases of fraud.
6. Chargebacks
If you initiate a chargeback with your bank before contacting us, we may be unable to process a direct refund as the matter will be handled through your bank's dispute process. We encourage you to contact us first — we are committed to resolving issues quickly.
7. Paddle as Merchant of Record
Donations are processed by Paddle.com, who acts as Merchant of Record for all transactions. Paddle handles payment processing, tax compliance, and issuing receipts. Their Refund Policy also applies to your transaction.
8. Contact
For refund requests or any billing questions: support@zenon.ai
We are a small open-source team and will do our best to resolve your concern promptly and fairly.