Refund & Cancellation Policy

Refund and Cancellation Policy – Zapla

Effective Date: 10th May 2025

Last Updated: 4th April 2026

This Refund & Cancellation Policy (“Policy”) explains when Zapla may provide refunds, credits or cancellations for subscriptions to the Zapla Services. It should be read together with the Terms and Conditions.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law or any other non-excludable law.

1. General position

Zapla provides digital, subscription-based services including CRM, automation and messaging tools. Except as required by the Australian Consumer Law or other non-excludable law, all fees are non-refundable after the free trial ends.

We do not provide change-of-mind refunds once a paid subscription starts.

2. Free trial

All new Zapla accounts start with a 14-day free trial. You will not be billed until your trial ends unless you choose to upgrade earlier.

3. Monthly subscriptions

Monthly subscriptions may be cancelled at any time. Cancellation takes effect at the end of the current billing period. You will retain access until that time, and no further subscription fees will be charged after cancellation takes effect.

Except as required by the Australian Consumer Law or other non-excludable law, monthly subscription fees are non-refundable once the free trial has ended.

4. Annual subscriptions

Annual subscriptions are prepaid and discounted. Except as required by the Australian Consumer Law or other non-excludable law, annual subscription fees are non-refundable after the free trial ends.

If you cancel an annual subscription, you will retain access until the end of your prepaid term unless otherwise required by law.

5. Onboarding, implementation and setup

Some annual plans may include onboarding, implementation, migration or setup assistance.

Where onboarding or setup has been delivered, Zapla may deduct the reasonable value of that onboarding or setup from any refund, credit or cancellation outcome, to the extent permitted by law.

If onboarding, implementation or setup has not yet been delivered, Zapla may, at its discretion, determine whether any refund or credit applies based on the circumstances.

6. Usage-based charges and add-ons

The following are generally non-refundable once incurred or delivered:

SMS, MMS, WhatsApp or other messaging usage charges.

Additional email or communication usage.

AI credits or usage-based feature charges.

Call minutes or telephony usage.

Third-party pass-through fees.

Other add-on services charged separately from the subscription.

7. Change-of-mind requests

We do not offer refunds for change of mind, lack of use, or failure to cancel before the next billing date.

If you no longer wish to use Zapla, you may cancel in accordance with this Policy and the Terms and Conditions, but cancellation does not entitle you to a refund unless required by law.

8. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law or other non-excludable law.

If there is a major failure with the Services, you may be entitled to cancel the Services and obtain a refund or other remedy. For minor issues, Zapla may first attempt to repair, re-supply or otherwise fix the issue.

9. Chargebacks and payment disputes

If you have a billing issue, you must contact Zapla first so the issue can be reviewed and resolved.

Initiating a chargeback instead of contacting Zapla first may result in suspension or termination of your account and may be treated as a breach of the Terms and Conditions, except where the chargeback relates to an unauthorised or fraudulent transaction.

10. Refund discretion

If Zapla provides any discretionary refund, partial refund or credit in a particular case, that decision is made on a case-by-case basis and does not create any obligation to do so again in the future.

11. How to request a refund

If you believe you are entitled to a refund under this Policy or applicable law, contact:

Billing: [email protected]

Please include your account details, the reason for your request and any relevant supporting information.

Zapla will review the request and, if a refund is approved, process it to the original payment method within a reasonable time, subject to bank processing times.

12. Changes to this Policy

Zapla may update this Policy from time to time. Updated versions will be posted with a new “Last Updated” date. Where changes are material, Zapla will provide reasonable notice through the Services or by email where appropriate.

Your continued use of the Services after an updated Policy takes effect constitutes acceptance of the changes.

13. Contact

For questions about this Policy or billing generally, contact:

Billing: [email protected]
General: [email protected]