Refund Policy

1. Core rule

All sales are final once the creation of personalized digital content has begun, except where mandatory applicable law provides otherwise.

Each product is individually created from the specifications the customer supplies, and the customer expressly requests immediate performance before payment. For that reason the ordinary right of withdrawal may end once creation has begun or the content has been fully delivered.

2. When a refund is issued

A refund may be issued only when:

1. the same order was charged more than once;
2. a verified technical failure prevented delivery and ZARINA AI could not restore or re-deliver the purchased content within 3 business days after receiving a complete support request;
3. the delivered product materially failed to match the purchased order because of our technical error — for example the wrong purchased product, the wrong result language, a missing paid format, or a corrupt or inaccessible file — and the problem could not be corrected or re-delivered within 3 business days; or
4. a refund is required by mandatory applicable law.

3. Correction before refund

Before refunding a technical problem, ZARINA AI may first correct the issue, regenerate only the missing or corrupt technical component, restore access, or re-deliver the purchased content at no additional charge. If that resolves the problem within 3 business days, no refund is due.

4. When a refund is not issued

No refund is issued merely because the customer:

• changed their mind after creation began;
• disliked, disagreed with, or did not emotionally connect with an interpretation;
• expected a particular prediction, outcome, relationship result, job, financial result or conclusion;
• did not open, read, download or listen to correctly delivered content;
• supplied incomplete, inaccurate or incorrect information;
• lost a private link when access can be safely restored.

5. How to request a refund

• Submit the request within 7 calendar days after the scheduled delivery, or after you discover a duplicate charge or technical defect.
• Include your order number and the email address used for the purchase.
• Send it through the support form on this website or by email to pinvel77@gmail.com.

We normally respond within 2 business days. Identity or order verification may be required before access is restored or a refund is processed.

6. How refunds are paid

Approved refunds are returned through the original payment method where possible, and according to the processing times of the payment provider and the issuing bank.

7. Complaints, compliance and chargebacks

If something goes wrong, please contact support first — most issues are resolved quickly. Contacting us first is encouraged, but it does not remove or limit any statutory right you have to contact your bank or payment provider, to dispute a transaction or to request a chargeback.

Complaints are normally acknowledged and answered within the 2 business days stated above. Every complaint, refund request and chargeback is reviewed individually under applicable consumer law, the requirements of the payment provider and acquiring bank, and applicable payment-network procedures.

A confirmed duplicate charge, or an unresolved qualifying technical non-delivery, is handled under the refund grounds already stated in this policy.

Where a chargeback is inaccurate, mistaken, fraudulent or abusive, ZARINA AI may contest it and provide the minimum necessary evidence to Flitt/TBC, the acquiring bank, the card issuer or the payment network. That evidence may include:

• order and payment identifiers and the amount charged;
• the commercial snapshot of the purchased product;
• policy and consent versions, the language shown and the timestamps;
• generation and quality-review timestamps;
• the email send status and, where available, the provider message identifier;
• the number of private result-page opens or access events;
• artifact play, open and download-request events;
• support correspondence;
• correction, re-delivery and refund records.

Our records show whether a result email was accepted for sending. They do not include provider-confirmed delivery, open or bounce tracking, because that tracking is not implemented. Email send status is therefore reported separately from actual customer access to the private result page.

Highly personal questionnaire narrative and full generated content are not shared in a dispute unless strictly necessary and legally permitted.

If you do not recognise a transaction, or you suspect misuse of your card, report it immediately to your issuing bank as well as to us.

Cooperating with a chargeback process is not an admission of liability, and mandatory consumer rights always prevail.

8. Statutory rights

This policy does not waive or limit any right that cannot lawfully be waived. Where mandatory consumer law grants a stronger right, that law prevails.