Refund Policy
Our fair and transparent approach to refunds
Our Refund Philosophy
At Zioan, we believe our comprehensive 30-day free trial provides the best opportunity to thoroughly evaluate our software and make a confident purchase decision. This trial includes full access to all features, allowing you to test with your actual data and workflows.
Our Commitment
While we design our trial period to serve as your primary satisfaction guarantee, we understand that unique circumstances can arise. We're committed to working with our customers and will consider refund requests on a case-by-case basis.
Trial Period - Your Primary Guarantee
30-Day Full Access Trial
Complete Evaluation
Access to all features and functionality
Real Data Testing
Use with your actual workflows and data
Team Testing
Invite colleagues to evaluate collaboratively
No Credit Card
No payment information required to start
Making an Informed Decision
We encourage you to:
- Test all features relevant to your workflow
- Invite team members to evaluate collaboratively
- Try real projects and data during the trial
- Contact support with any questions or concerns
- Take the full 30 days to make your decision
Refund Eligibility and Process
General Guidelines
Circumstances We Consider for Refunds
- Technical Issues: Software problems that prevent normal use and cannot be resolved
- Billing Errors: Incorrect charges or processing mistakes
- License Misunderstanding: Genuine confusion about license terms despite trial period
- Health/Emergency Situations: Personal emergencies that prevent software use
- Business Closure: Company closure or major restructuring
Circumstances Less Likely for Refunds
- Post-Trial Discovery: Issues that could have been identified during the 30-day trial
- Extended Usage: Refund requests after several months of active use
- Change of Mind: General dissatisfaction after extensive trial evaluation
- Feature Requests: Wanting features not available in current version
- Competitive Alternatives: Discovering preferred alternative solutions
Refund Request Process
Contact Support First
Email: hello@zioan.com
Subject: "Refund Request - [License Number]"
Required Information:
- License number and purchase details
- Detailed explanation of circumstances
- Steps already taken to resolve issues
- Preferred resolution outcome
Support Resolution Attempt
Our Priority: Fixing issues rather than processing refunds
- Technical Problems: We'll work to resolve software issues
- Usage Questions: Provide additional training or guidance
- Configuration Help: Assist with setup or optimization
- Timeline: 5-10 business days for resolution attempts
Formal Refund Review
If support resolution isn't possible:
- Review Process: Case-by-case evaluation by senior team
- Considerations: Circumstances, usage period, resolution attempts
- Timeline: 10-15 business days for formal review
- Decision: Written explanation of approval or denial
Specific Refund Scenarios
Technical Issues
We Will Refund When:
- Software fails to install despite meeting system requirements
- Critical bugs prevent core functionality from working
- Performance issues make software unusable
- Security vulnerabilities affecting your installation
Our Resolution Process:
- Immediate Support: Priority technical assistance
- Escalation: Senior technical team involvement
- Timeline: 10 business days maximum for resolution
- Refund Option: Available if issues cannot be resolved
Billing and Payment Issues
Immediate Refund Scenarios:
- Duplicate charges or processing errors
- Incorrect amount charged
- Unauthorized charges
- Payment processor malfunctions
Process:
- Quick Resolution: 2-3 business days for clear billing errors
- Documentation: Provide payment records and error evidence
- Verification: Confirm charges with payment processor
Refund Limitations
Time Limitations
- Primary Window: 90 days from purchase date for full consideration
- Extended Window: 12 months maximum for any refund consideration
- Usage Factor: Refund likelihood decreases with extended usage time
Usage Limitations
- Minimal Use: Higher refund eligibility for minimal software usage
- Extended Use: Lower refund eligibility after months of active use
- Production Use: Refunds less likely for software in active production
Support Limitations
- Resolution Attempts: Must allow reasonable time for issue resolution
- Communication: Respond to support requests within reasonable timeframes
- Good Faith: Participate constructively in resolution process
Hosting and Infrastructure
- Client Responsibility: You are responsible for selecting and maintaining reliable hosting services for your Zioan installation
- Service Interruptions: Issues resulting from hosting provider outages, network connectivity problems, or infrastructure failures are outside our control
- No Liability: We do not assume responsibility for service disruptions caused by third-party hosting or infrastructure issues
- Refund Exclusions: Hosting-related service interruptions do not qualify for refunds unless caused by software defects
Alternatives to Refunds
License Modifications
- License Transfer: Transfer your license to a different organization
- Term Adjustments: Adjust maintenance renewal terms
Extended Support
- Additional Training: Extra onboarding and training sessions
- Custom Configuration: Help optimizing for your specific needs
- Priority Support: Enhanced support level for resolution
License Transfers
- Different Entity: Transfer license to different business unit
- Resale Permission: Allow transfer to third party (with approval)
- Partnership Credit: Credit toward partnership or reseller programs
International Considerations
European Union (GDPR Region)
- Consumer Rights: 14-day cooling-off period for qualifying consumer purchases
- Business Purchases: Commercial software licenses typically excluded from consumer rights
- Local Laws: Compliance with applicable EU member state regulations
United Kingdom
- Consumer Rights Act: Similar to EU provisions for qualifying purchases
- Business-to-Business: Commercial licenses subject to contract terms
- Dispute Resolution: UK-specific dispute resolution procedures
Other Jurisdictions
- Local Compliance: Adherence to applicable local consumer protection laws
- Currency Considerations: Refunds processed in original purchase currency
- Legal Requirements: Compliance with mandatory local refund regulations
Contact Information
Refund Requests
Email: hello@zioan.com
Subject Line: "Refund Request - [License Number]"
Response Time: 2-3 business days for initial response
Billing Questions
Email: hello@zioan.com
Phone: +49 1575 7134784
Hours: Mo-Fr 09:00-16:00 [UTC+01:00]
Legal/Dispute Issues
Email: hello@zioan.com
Address:
Ioan Zaharia
Zioan Software Solutions
Goethestr 24
26655 Westerstede
Germany