1. Who we are
Zoe is a software-as-a-service platform operated by Growth hub SAL ("we," "our," or "us") and provided at app.zoe-agent.com. This policy explains how subscriptions are billed, how you can cancel, and when a payment can be refunded. It applies to every payment made to us by card through our payment gateway, by bank transfer, or by any other method we accept.
2. What you are paying for
- Subscription plans give access to the Zoe platform for a billing period — one month or one year, as chosen at checkout — together with the usage allowance (credit) included in the plan.
- Balance top-ups add prepaid usage credit to your account. They do not expire and are consumed as the platform is used.
- All prices are shown and charged in US dollars (USD). Your card issuer may apply its own exchange rate and fees.
- The charge appears on your card statement under our merchant name. No card details are stored on our servers; payments are processed by our payment gateway, which is certified to the Payment Card Industry Data Security Standard (PCI DSS).
3. Billing periods and renewal
- A plan starts on the day it is paid and runs for its billing period. The end date is shown on your Billing page at all times.
- Where automatic renewal is available and you have saved a card, your plan renews at the end of each period and the card is charged the plan price then in force. You are told the renewal date and amount on your Billing page in advance.
- Where automatic renewal is not available, the plan ends on its end date unless you renew it yourself. We will remind you before it ends.
- Switching to a different plan or billing period mid-way through a period credits the unused days of your current plan against the new price. A change that costs nothing today takes effect when your current period ends.
4. Cancelling
- You can cancel at any time from Settings → Billing → Cancel Plan, or by emailing us (see section 8). No reason is needed.
- Cancelling stops future charges. You keep full access until the end of the period you have already paid for; nothing is cut off early.
- Cancelling does not, by itself, refund the current period. Whether a payment can be refunded is set out in section 5.
- A cancelled plan can be resumed before its end date from the Billing page without paying again.
5. Refunds
We refund in the following cases. Please ask within the time stated; requests outside these cases are considered individually and are not guaranteed.
- First plan payment: if Zoe is not what you expected, you can ask for a full refund of your first plan payment (monthly or yearly) within 7 days of that payment. Renewals and later plan payments are not refundable.
- Yearly plans: a yearly plan cancelled after the 7-day window is not refunded, in whole or pro-rata; your access continues until the end date you paid for. The reduced yearly price reflects this commitment.
- Balance top-ups: a top-up can be refunded within 7 days of payment if none of it has been used. Credit that has been used, in whole or in part, is not refundable.
- Duplicate or mistaken charges: a charge made twice for the same period, or an amount different from the price shown at checkout, is refunded in full as soon as we confirm it, at any time.
- Service failure: if the platform is unavailable for a material part of a billing period because of a fault on our side, we will extend your period or refund the affected part, at your choice.
6. How refunds are paid
- Refunds are made to the same card or payment method used for the original payment. We do not pay refunds in cash or to a different card.
- We process an approved refund within 5 business days. Your card issuer may take a further 5–10 business days to show it on your statement.
- A refund is made in USD for the amount originally charged. Differences caused by exchange rates or fees applied by your card issuer are outside our control.
- When a plan payment is refunded, the plan and any credit it included end immediately.
7. Disputes and chargebacks
If you believe a charge is wrong, please contact us first (section 8) — most issues are resolved within a business day. If you dispute a charge with your card issuer instead, we will provide the issuer with the records of your account, your acceptance of these terms, and your use of the service.
8. How to ask for a refund or help
Email support@zoe-agent.com from the address on your account, with the date and amount of the payment. We reply within one business day.
Growth hub SAL — operator of Zoe (app.zoe-agent.com)
9. Changes to this policy
We may update this policy from time to time. The date at the top shows the current version; changes apply to payments made after that date. This policy should be read together with our Terms of Service and Privacy Policy.