Refunds & Cancellations

 

This Refund and Cancellation Policy applies to all Zockra products. Because our products are sold through multiple platforms, the refund process depends on where you made your purchase. Please read the relevant section below.

1. SuiteCRM Marketplace — Annual Licence

Products: Revenue Engine AI for SuiteCRM, TeamPulse for SuiteCRM.

  • 14-day refund window: If you are not satisfied with your purchase, contact us at support@zockra.com within 14 days of your purchase date and we will issue a full refund.
  • After 14 days: Refunds are not available for the remainder of the licence period. The licence remains active until its expiry date.
  • Renewal cancellations: To cancel auto-renewal, notify us at least 7 days before the renewal date. Contact support@zockra.com.
  • How to request: Email support@zockra.com with the subject line “Refund Request — [Product Name]” and include your order confirmation number.

2. Zoho Marketplace — Subscription

Products: Revenue Engine AI for Zoho CRM, TeamPulse for Zoho CRM.

  • Subscriptions are managed and billed directly by Zoho Marketplace. Zockra cannot process refunds for Zoho Marketplace purchases.
  • You may cancel your subscription at any time through your Zoho Marketplace account. Your access continues until the end of the current billing period — no partial refunds are issued for unused time.
  • For billing disputes, contact Zoho support directly through your Zoho account portal.
  • During early access periods where the product is offered free of charge, no billing or refund actions apply.

3. Apple App Store — iOS (My Cloud Pilot)

Zockra cannot process refunds for Apple App Store purchases. All in-app purchase refunds are handled exclusively by Apple.

To request a refund from Apple:

  1. Visit reportaproblem.apple.com
  2. Sign in with your Apple ID
  3. Select the Zockra purchase and choose “Request a refund”

Apple’s refund decisions are at their sole discretion and governed by their Media Services Terms of Service.

4. Google Play Store — Android (My Cloud Pilot)

Zockra cannot process refunds for Google Play purchases. Refunds are handled by Google.

  • Within 48 hours: Google’s automatic refund policy applies. Open the Google Play app → Account → Order history → Request refund.
  • After 48 hours: Contact Google Play support directly at support.google.com/googleplay.

Google’s refund decisions are governed by the Google Play Terms of Service.

5. Chrome Web Store (Unreadify for Gmail)

Unreadify for Gmail is currently free of charge — no refund actions apply. If future paid features are introduced through the Chrome Web Store payment system, Google’s refund policy (14-day return window) will apply to those purchases.

6. Direct and Enterprise Purchases

For enterprise licences, custom integrations, or purchases made directly through Zockra:

  • 30-day satisfaction guarantee: If the product does not perform as described, contact us within 30 days for a full refund.
  • Custom integration work that has been delivered is non-refundable once accepted.
  • Contact support@zockra.com to initiate any direct refund request.

7. BYOK AI — Third-Party API Costs

When using BYOK AI features, you pay your AI provider (OpenAI, Google, Anthropic, Azure, etc.) directly for API usage. Zockra does not bill you for AI API usage and cannot issue refunds for costs incurred with third-party AI providers. Please review your chosen provider’s billing and refund policies directly.

8. Non-Refundable Scenarios (All Platforms)

Refunds will not be issued in the following circumstances (except where required by applicable consumer law):

  • Incompatibility due to your use of an unsupported CRM version or operating system version not listed in the product requirements
  • Issues caused by third-party plugins, customisations, or server configurations outside the scope of the Zockra product
  • Requests submitted after the applicable refund window has closed
  • Cases where the licence has been used to process live commercial data (SuiteCRM annual licences)

9. How to Contact Us

For refund requests on SuiteCRM or direct purchases:
Email: support@zockra.com
Subject: Refund Request — [Product Name]
Include: Your order or licence reference number and the reason for your request.
We aim to respond within 2 business days.

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