Refund Policy

1. Scope

This policy applies to one-time purchases, subscriptions and memberships of Zitrix Digital products. How a refund is requested and who issues it depends on where you bought the product: purchases on this website are processed by Polar (section 5), and purchases in our apps are processed by Apple or Google (section 6). A product page may include additional refund conditions for that product; if so, they are shown before purchase and apply together with this policy.

2. Situations that may qualify for a refund

We review refund requests individually. Situations that may qualify include:

• Duplicate billing: you were charged more than once for the same purchase.
• Product not received: you paid but did not receive access to the product, and we could not resolve the problem within a reasonable time.
• Technical issue: a technical problem prevents the product from functioning substantially as described, and we are unable to fix it within a reasonable time.
• Incorrect purchase: you bought the wrong product or plan by mistake and contact us promptly, especially if the product has not been substantially used or downloaded.
• Cases required by law: any situation in which applicable law requires a refund.

3. How eligibility is assessed

Because our products are digital and are often delivered immediately, eligibility can depend on:

• the type of product (for example software subscription, paid app, in-app purchase, downloadable file or online access);
• how much the product has been used, accessed or downloaded;
• the nature of the issue and whether it can be fixed;
• the circumstances of the purchase and how soon you contact us;
• applicable law;
• the rules of the Merchant of Record or app store that processed the transaction.

Before approving a refund for a technical issue, we may ask for details or offer a fix, a replacement or access to an equivalent product.

4. How to request a refund for website purchases

For purchases made on this website, write to [email protected] and include:

• the email address used for the purchase;
• the product name and, if available, the order or receipt number;
• a description of the reason for your request.

We will review the request and reply by email with the outcome or with any questions we need answered. For purchases made in our apps, see section 6.

5. Purchases made on this website through Polar

For purchases where Polar acts as Merchant of Record, approved refunds are processed through Polar, normally to the original payment method used at checkout. The time it takes for the refund to appear depends on Polar, your bank and your payment method. We do not issue refunds for these purchases by direct bank transfer. Polar may also receive and handle refund requests according to its checkout buyer terms.

If you have a billing problem, please contact us before filing a chargeback with your bank, so we can try to resolve it quickly.

6. Purchases made in our apps (App Store and Google Play)

Paid apps, memberships, subscriptions and in-app purchases bought in our iOS or Android apps are processed by Apple through the App Store or by Google through Google Play. Refunds for these purchases are reviewed and issued by the store under its own policies, to the payment method linked to your store account.

• App Store (Apple): refunds can only be requested from Apple. See how to request a refund from Apple. ZitrixNet cannot issue refunds for App Store purchases.
• Google Play: refunds are handled under the Google Play refund policies. Depending on the time since purchase, Google Play may direct you to contact the developer; in that case, write to [email protected] and we will review your request under this policy and, if approved, process it through Google Play.

If the reason for your request is a technical problem with one of our apps, please also contact us so we can help fix it.

7. Subscriptions

You can cancel a subscription or membership at any time. Cancellation prevents future renewals according to the applicable product conditions, and you normally keep access until the end of the period already paid. Cancelling does not automatically guarantee a refund for a period that has already been billed, except where required by applicable law or approved through the applicable refund process. For example, a renewal charge on this website that you did not intend may be reviewed if you contact us promptly and have not used the renewed period.

Subscriptions bought in our apps must be cancelled from your account settings in the store where you bought them (see how to cancel with Apple and how to cancel with Google Play). Deleting the app does not cancel the subscription.

8. Consumer rights

Nothing in this policy limits mandatory consumer rights that cannot legally be waived. Where applicable consumer law grants you a right of withdrawal or other remedies for online purchases, those rights apply under the conditions established by that law.

9. Changes to this policy

We may update this policy from time to time. The version in effect at the time of your purchase applies to that purchase, unless a later version is more favorable to you or the law requires otherwise.

10. Contact

For refund questions, contact us at: