Refund Policy

Our Refund Philosophy

At Zioan, we believe our comprehensive 30-day free trial provides the best opportunity to thoroughly evaluate our software and make a confident purchase decision. This trial includes full access to all features, allowing you to test with your actual data and workflows.

Our Commitment

While we design our trial period to serve as your primary satisfaction guarantee, we understand that unique circumstances can arise. We're committed to working with our customers and will consider refund requests on a case-by-case basis.

Trial Period - Your Primary Guarantee

30-Day Full Access Trial

Complete Evaluation

Access to all features and functionality

Real Data Testing

Use with your actual workflows and data

Team Testing

Invite colleagues to evaluate collaboratively

No Credit Card

No payment information required to start

Making an Informed Decision

We encourage you to:

Test all features relevant to your workflow
Invite team members to evaluate collaboratively
Try real projects and data during the trial
Contact support with any questions or concerns
Take the full 30 days to make your decision

Refund Eligibility and Process

General Guidelines

Circumstances We Consider for Refunds

Technical Issues: Software problems that prevent normal use and cannot be resolved
Billing Errors: Incorrect charges or processing mistakes
License Misunderstanding: Genuine confusion about license terms despite trial period
Health/Emergency Situations: Personal emergencies that prevent software use
Business Closure: Company closure or major restructuring

Circumstances Less Likely for Refunds

Post-Trial Discovery: Issues that could have been identified during the 30-day trial
Extended Usage: Refund requests after several months of active use
Change of Mind: General dissatisfaction after extensive trial evaluation
Feature Requests: Wanting features not available in current version
Competitive Alternatives: Discovering preferred alternative solutions

Refund Request Process

1

Contact Support First

Email: hello@zioan.com
Subject: "Refund Request - [License Number]"

Required Information:

License number and purchase details
Detailed explanation of circumstances
Steps already taken to resolve issues
Preferred resolution outcome

2

Support Resolution Attempt

Our Priority: Fixing issues rather than processing refunds

Technical Problems: We'll work to resolve software issues
Usage Questions: Provide additional training or guidance
Configuration Help: Assist with setup or optimization
Timeline: 5-10 business days for resolution attempts

3

Formal Refund Review

If support resolution isn't possible:

Review Process: Case-by-case evaluation by senior team
Considerations: Circumstances, usage period, resolution attempts
Timeline: 10-15 business days for formal review
Decision: Written explanation of approval or denial

Specific Refund Scenarios

Technical Issues

We Will Refund When:

Software fails to install despite meeting system requirements
Critical bugs prevent core functionality from working
Performance issues make software unusable
Security vulnerabilities affecting your installation

Our Resolution Process:

Immediate Support: Priority technical assistance
Escalation: Senior technical team involvement
Timeline: 10 business days maximum for resolution
Refund Option: Available if issues cannot be resolved

Billing and Payment Issues

Immediate Refund Scenarios:

Duplicate charges or processing errors
Incorrect license tier charged
Unauthorized charges
Payment processor malfunctions

Process:

Quick Resolution: 2-3 business days for clear billing errors
Documentation: Provide payment records and error evidence
Verification: Confirm charges with payment processor

Refund Limitations

Time Limitations

Primary Window: 90 days from purchase date for full consideration
Extended Window: 12 months maximum for any refund consideration
Usage Factor: Refund likelihood decreases with extended usage time

Usage Limitations

Minimal Use: Higher refund eligibility for minimal software usage
Extended Use: Lower refund eligibility after months of active use
Production Use: Refunds less likely for software in active production

Support Limitations

Resolution Attempts: Must allow reasonable time for issue resolution
Communication: Respond to support requests within reasonable timeframes
Good Faith: Participate constructively in resolution process

Hosting and Infrastructure

Client Responsibility: You are responsible for selecting and maintaining reliable hosting services for your Zioan installation
Service Interruptions: Issues resulting from hosting provider outages, network connectivity problems, or infrastructure failures are outside our control
No Liability: We do not assume responsibility for service disruptions caused by third-party hosting or infrastructure issues
Refund Exclusions: Hosting-related service interruptions do not qualify for refunds unless caused by software defects

Alternatives to Refunds

License Modifications

Tier Changes: Upgrade or downgrade to different user tier
Term Adjustments: Change annual to different payment terms
Feature Modifications: Adjust license scope if available

Extended Support

Additional Training: Extra onboarding and training sessions
Custom Configuration: Help optimizing for your specific needs
Priority Support: Enhanced support level for resolution

License Transfers

Different Entity: Transfer license to different business unit
Resale Permission: Allow transfer to third party (with approval)
Partnership Credit: Credit toward partnership or reseller programs

International Considerations

European Union (GDPR Region)

Consumer Rights: 14-day cooling-off period for qualifying consumer purchases
Business Purchases: Commercial software licenses typically excluded from consumer rights
Local Laws: Compliance with applicable EU member state regulations

United Kingdom

Consumer Rights Act: Similar to EU provisions for qualifying purchases
Business-to-Business: Commercial licenses subject to contract terms
Dispute Resolution: UK-specific dispute resolution procedures

Other Jurisdictions

Local Compliance: Adherence to applicable local consumer protection laws
Currency Considerations: Refunds processed in original purchase currency
Legal Requirements: Compliance with mandatory local refund regulations

Contact Information

Refund Requests

Email: hello@zioan.com
Subject Line: "Refund Request - [License Number]"
Response Time: 2-3 business days for initial response

Billing Questions

Email: hello@zioan.com
Support: Contact Form

Legal/Dispute Issues

Email: hello@zioan.com
Address: Ioan Zaharia
Zioan Software Solutions - Goethestr. 24, 26655 Westerstede, Germany