Refund and Cancellation Policy

Last updated: 11 August 2026

This policy explains how cancellations and refunds work for Zana subscriptions, seat add-ons, and one-off purchases. It is part of the Terms of Service and applies to charges paid to Noria Technologies LTD ("Noria", "we", "us") for the Zana platform.

Zana subscriptions and seat add-ons

Zana subscription fees are strictly non-refundable, except where a refund is required by mandatory applicable law. This includes monthly and annual plans, renewals, upgrades, downgrades, unused subscription time, unused quotas or entitlements, and extra-seat add-ons.

Cancelling a subscription prevents the next automatic renewal where applicable. It does not end the current paid period early and does not create a prorated refund, cash payment, or account credit. Downgrading, removing seats, or not using the Service also does not create a refund or credit for time or capacity already purchased.

One-off purchases

Wallet top-ups, SMS units, AI credits, and provider setup fees are not treated as subscription fees. Unless checkout expressly states otherwise before payment, Zana does not offer an ordinary refund for these purchases. This does not limit any remedy required by mandatory applicable law.

Merchant customer refunds

This policy does not govern a merchant's sales to its own customers. The merchant is the merchant of record and remains responsible for its invoices, customer refunds, chargebacks, disputes, and consumer-law obligations. The merchant must return the money through its provider or another approved external channel before recording the refund in Zana. Zana updates its local accounting records but does not initiate, promise, or fund the merchant refund.

Mandatory rights and contact

Nothing in this policy excludes or limits a non-waivable right or remedy under applicable law. For a billing question, contact support with the workspace, charge reference, and reason. Duplicate, unauthorized, provider-led, or legally required corrections are investigated separately from ordinary refunds and require supporting evidence and independent approval. We may request information needed to verify the charge and the requester.