Refund and Cancellation Policy

Table of Contents

1. Commercial Scope and B2B Context
2. Merchant of Record and Payment Processing (Paddle)
3. General Policy (Non-Refundable Baseline)
4. Subscription Cancellation and Renewal
5. Eligible Refund Circumstances
6. Non-Refundable Circumstances
7. Chargebacks and Payment Disputes
8. Refund Request Procedure and Timelines
9. Contact Information

1. Commercial Scope and B2B Context

zplflow provides enterprise-grade, API-first label conversion and transformation infrastructure operated by MTech S.r.l. ("MTech", "we", "us", or "our").

The Service is designed, marketed, and provided strictly and exclusively for commercial, corporate, professional, and business-to-business (B2B) use.

2. Merchant of Record and Payment Processing (Paddle)

Billing, order fulfillment, invoicing, sales tax/VAT remittance, and transaction processing are handled by Paddle.com Market Ltd (or its local affiliate, "Paddle") acting as the Merchant of Record (MOR).

When you purchase a subscription or service add-on, the financial transaction is concluded between your organization and Paddle, subject to the Paddle Checkout Buyer Terms. Consequently:

• All approved refunds are executed by Paddle to the original payment method (credit card, wire transfer, PayPal, or enterprise payment vehicle).
• Refund requests may be submitted directly to MTech support or via Paddle's buyer assistance platform.

3. General Policy (Non-Refundable Baseline)

Upon payment confirmation, zplflow immediately provisions computational capacity, API access credentials, asynchronous worker priority lanes, and token allowances.

Therefore, as a general rule:

• Subscription Fees Are Non-Refundable: Recurring monthly and annual subscription fees are non-refundable once billed, except in the specific eligible circumstances defined in Section 5 below.
• Consumed Tokens: Metered tokens deducted for executed document conversions (PDF→ZPL, ZPL→PDF, pipeline DOM transforms, or EPL rasterization) represent instantaneous cloud compute resources and are strictly non-refundable.
• Unused Tokens: Monthly token allowances do not roll over across billing cycles and cannot be converted into cash refunds, service credits, or rebates.

4. Subscription Cancellation and Renewal

Customers may cancel recurring subscriptions at any time with zero cancellation penalties:

• Self-Service Cancellation: Cancellation can be initiated directly by account administrators through the in-app Customer Billing Portal powered by Paddle.
• Effective Date of Cancellation: Cancellations take effect at the conclusion of the currently paid billing period (e.g., at the end of the current monthly or annual billing cycle).
• Service Continuity: Following cancellation, the tenant maintains full access to the Service, API endpoints, and remaining monthly token allowance until the final day of the active billing period.
• No Prorated Mid-Cycle Refunds: We do not provide prorated refunds or partial reimbursements for early termination during an active monthly billing period.

5. Eligible Refund Circumstances

We recognize that legitimate operational and technical anomalies occur. MTech will authorize and process refunds in the following scenarios:

• 5.1 Technical Billing Errors and Duplicate Charges: If your account is mistakenly debited multiple times for the same billing cycle due to a technical glitch, webhook sync error, or network duplicate request, you are entitled to a 100% full refund of the duplicate charge.
• 5.2 Pre-Renewal Cancellation Technical Failure: If you can demonstrate that you submitted a valid cancellation request prior to the subscription renewal date, but our systems or the payment gateway failed to record the cancellation before processing renewal billing, we will issue a full refund for the renewal transaction.
• 5.3 Annual Subscription 14-Day Commercial Grace Window: For annual plans only, an organization may request a refund within 14 calendar days of the initial annual purchase, provided that total token consumption across the tenant does not exceed 2% of the annual token allocation. Approved refunds are issued net of direct payment processing fees.
• 5.4 Material Breach of Service Level Agreement (SLA): If the Service experiences sustained infrastructure downtime exceeding the SLA commitments outlined in Section 9 of our Terms of Service (e.g., availability falling below 99.5% for Growth or 99.9% for Scale/Enterprise tiers over a calendar month), and where standard service credits are mutually deemed inadequate, Customer may request a prorated refund for the affected period.

6. Non-Refundable Circumstances

Refunds will not be granted under any of the following conditions:

• Change of Mind or Business Circumstances: Inability to integrate, internal organizational changes, cancellation of customer projects, or lack of internal usage after the billing cycle has started.
• Used Metered Usage: Any portion of fees corresponding to tokens consumed for completed API calls.
• Free Tier and Promotional Credits: No financial value attaches to complimentary tokens, trial accounts, or promotional credits.
• Suspension for Acceptable Use Policy Violations: If an account is suspended or permanently terminated for violation of our Terms of Service (e.g., reverse engineering, submitting malicious payloads, attempting DoS attacks, or unauthorized reselling), all remaining prepaid fees and token credits are forfeited.
• Local Infrastructure / Hardware Issues: Conversion failures or delays caused by Customer's local thermal printers, barcode scanners, local ERP connectivity, or internal network firewalls.

7. Chargebacks and Payment Disputes

We strongly encourage customers to contact our support and billing teams before initiating a chargeback or dispute with their credit card issuer or bank:

• Formal chargeback disputes incur significant administrative fees, frozen merchant accounts, and elongated resolution cycles.
• When a chargeback or payment dispute is initiated without prior communication, MTech and Paddle reserve the right to immediately suspend API access and tenant account credentials pending investigation.
• If a dispute is found to be fraudulent or contrary to these Terms, MTech reserves the right to seek recovery of disputed funds and associated bank dispute fees.

8. Refund Request Procedure and Timelines

To submit a formal refund request:

1. Submission: Send an email to billing@zplflow.io with the subject line: Refund Request - [Your Tenant Name / Tenant ID].
2. Required Details: Tenant ID, registered Administrator email, Paddle Transaction / Order ID, date, amount, and clear description of the grounds.
3. Assessment SLA: Our billing and compliance team reviews and responds to all refund inquiries within two to three (2–3) business days.
4. Disbursement: Once approved, MTech instructs Paddle to execute the credit. Depending on your financial institution, funds appear within five to ten (5–10) business days.

You may also inspect your billing records or contact Paddle buyer support directly at help@paddle.com or via Paddle Buyer Support.

9. Contact Information

For any inquiries regarding this Refund and Cancellation Policy, billing discrepancies, or invoice questions, please contact: