Refund Policy

1. Overview

We want you to be confident in your decision to subscribe to Zivni. This policy explains when refunds are available, how to request one, and how cancellations are handled. It applies to all paid subscriptions and one-time charges purchased from zivni.com.

2. Free Trial

Zivni is offered with a 14-day free trial on all standard plans. During the trial period you have full access to your selected plan’s features. No payment is taken until the trial ends. You may cancel at any point during the trial without charge by visiting your Billing page or by emailing support@zivni.com.

3. Monthly Subscriptions

• Monthly plans are billed in advance for one calendar month.
• You may cancel at any time; cancellation takes effect at the end of the current billing period and the service remains active until then.
• We offer a 7-day money-back guarantee on the first monthly payment. If you cancel within 7 days of your first paid charge and have not used the service for production purposes, we will refund the payment in full.
• Subsequent monthly renewals are non-refundable, but cancellation immediately stops future charges.

4. Annual Subscriptions

• Annual plans are billed in advance for twelve months and discounted vs. monthly billing.
• You may cancel at any time; cancellation takes effect at the end of the current 12-month period.
• We offer a 14-day money-back guarantee on the first annual payment. If you cancel within 14 days of your first paid charge and have not used the service for production purposes, we will refund the payment in full.
• Annual plans cancelled after the 14-day window are non-refundable for the unused portion of the term, but renewal will not occur.

5. One-Time Charges & Add-Ons

One-time purchases (extra storage, additional user packs, professional-services hours, on-premise deployment fees, custom integrations) are non-refundable once delivered. If we are unable to deliver the purchased item or service for reasons within our control, you will receive a full refund or a credit equal to the amount paid, at your option.

6. Enterprise & Custom Contracts

Refunds and credits for Enterprise customers are governed by the specific commercial agreement signed between Ace Communications and the customer. Where the agreement is silent, this Refund Policy applies.

7. How to Request a Refund

1. Email support@zivni.com from the email address registered on your Zivni account.
2. Use the subject line: Refund Request — [Your Organisation Name].
3. Include the date of payment, the amount, and the reason for your request.

We will acknowledge your request within 2 business days and complete the review within 7 business days. Approved refunds are issued to the original payment method.

8. Refund Processing Times

9. Non-Refundable Items

• Subscriptions cancelled after the applicable money-back-guarantee window.
• Charges associated with a violation of our Terms & Conditions.
• Charges where chargebacks have already been raised through your bank or card issuer; we will respond to the chargeback through the payment processor instead.
• Setup fees, training fees, and migration fees once the work has begun.

10. Chargebacks

Please contact us before raising a chargeback with your bank. In nearly every case we can resolve disputes faster and more flexibly than your bank can. Accounts with unresolved chargebacks may be suspended until the matter is settled.

11. Updates to This Policy

We may update this Refund Policy from time to time. The version in effect when you purchased your subscription is the version that applies to that purchase. Material changes will be notified in-app and by email at least 14 days before they take effect.

12. Contact

• Ace Communications
• 101 - Khayam Chambers, PECHS Block 2, Karachi - Pakistan
• Phone: +92 307 6660719
• Email: support@zivni.com
• Hours: Mon – Fri, 9:00 AM – 6:00 PM (PKT, GMT+5)