Policy Overview
Zeluu wants you to be completely satisfied with your purchase. This refund policy explains what is eligible for refund and how to request one.
NO REFUNDS IF ANY CREDITS HAVE BEEN CONSUMED FROM YOUR PURCHASE
Refund Eligibility
| Scenario | Refund Eligible? | Details |
|---|---|---|
| Credit purchase not used Within 7 days | YES | Full refund if zero credits consumed |
| Credit purchase with ANY usage | NO | Even 1 credit consumed = no refund |
| Subscription cancellation Mid-month | NO | No prorated refunds for partial months |
| Promotional credits | NO | Cannot be refunded, only used |
| Purchase after 7 days | NO | 7-day window has passed |
How to Request a Refund
Step 1: Check Eligibility
Verify that your purchase is within 7 days AND no credits have been used.
Step 2: Contact Support
Email support@zeluu.com with:
- Your account email address
- Purchase date and amount
- Brief reason for refund request
Step 3: Verification
We verify your account and confirm zero credits have been used. This typically takes 24 hours.
Step 4: Process Refund
If approved, funds are returned to your original payment method within 5-10 business days.
Refund Timeline
- Request Window: Within 7 days of purchase
- Review Time: 24 hours to verify eligibility
- Processing Time: 5-10 business days for funds to appear
- Total Time: Up to 11 days from request to receiving funds
Credit Usage Tracking
We track credit consumption automatically. Your account shows:
- Starting credit balance (at purchase)
- All problems attempted
- All lessons accessed
- Current balance
If any credits have been consumed, the purchase is ineligible for refund. This is determined by our system automatically.
Subscription Refunds
Monthly Subscriptions
- Cancel anytime from account settings
- Cancellation takes effect at end of billing cycle
- No refund for current month
- No prorated refunds for partial months
- Future charges stopped immediately upon cancellation
Partial Refunds
Partial refunds are NOT available. You either receive:
- Full Refund: If zero credits consumed AND within 7 days
- No Refund: All other cases
We cannot refund a portion of your credit purchase, even if you used only 10% of the credits.
Promotional Credits & Offers
- Promotional credits cannot be refunded
- Bonus credits from referral programs cannot be refunded
- Limited-time offers are final at the time of purchase
- Free trial credits have no cash value
Exceptions & Special Cases
Service Failure
In the rare case of a critical service failure (e.g., account data loss, widespread system outage), Zeluu will evaluate on a case-by-case basis. Contact support@zeluu.com to discuss.
Billing Errors
If you were charged twice or an incorrect amount was charged, we will refund the error immediately plus any applicable fees.
Fraudulent Activity
If your account was compromised and credits were used without authorization, contact support immediately with evidence. We will investigate and may grant an exception.
Frequently Asked Questions
Can I get a refund if I used my credits?
No. If any credits have been consumed from your purchase, no refund is available.
What if I only used 1 credit?
If even 1 credit has been used, the entire purchase becomes ineligible for refund. The threshold is zero usage.
Can I get a refund after 7 days?
No. All refund requests must be made within 7 days of purchase.
Can I transfer my credits to another account?
No. Credits are account-specific and cannot be transferred.
How long does a refund take?
Once approved, refunds are processed within 5-10 business days.
What if my refund was denied?
You can appeal by emailing support@zeluu.com with additional information.
Are promotional credits refundable?
No. Promotional credits, bonuses, and free trial credits have no cash value and cannot be refunded.
What happens to my data if I get a refund?
Your account and learning history remain intact. You lose access to unused credits, but your progress data stays.
Contact Support
For refund requests or appeals:
- Email: support@zeluu.com
- Include: Account email, purchase date, transaction ID
- Response Time: Within 24 hours
Still Have Questions?
Our support team is here to help. Email us at support@zeluu.com
Last Updated: March 2026