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Refunds for ZAGO services

ZAGO AB provides agency and digital services to business clients. This policy covers service payments, including projects, subscriptions, retainers and task credits. Our services are governed by ZAGO’s service terms and the accepted offer or order. A physical-goods return policy does not apply to these services.

Upfront payments are non-refundable by default. This applies to deposits, project instalments, prepaid service packages, subscription fees, retainers and task credits. Cancelling an order, choosing not to use a service, or leaving paid time, hours or credits unused does not create a right to a refund or credit.

Any voluntary refund or credit is granted solely at ZAGO's discretion. ZAGO decides whether an exception is appropriate and, if so, its amount and conditions. An exception is valid only when confirmed in writing by an authorised ZAGO representative. A refund request or a previous exception does not create an entitlement to a refund.

Mandatory legal rights and any express refund entitlement in the client's accepted written agreement take precedence. These terms do not remove ZAGO's obligation to provide the agreed services or any remedy that cannot lawfully be excluded. Publishing an updated policy does not, by itself, amend an existing agreement.

Subscriptions and recurring services

Subscription and retainer fees are paid in advance for the billing period stated in the accepted offer or order. The agreed scope, billing frequency, any minimum commitment, renewal date and notice period govern the service. No new subscription starts merely because a client requests information.

To cancel a subscription, notify ZAGO in writing through your client portal or usual ZAGO contact. Cancellation stops future renewals once the agreed minimum commitment and notice period have been met. It takes effect at the end of the applicable paid period; it does not create a pro-rated refund for the remaining time or unused work, hours or credits. The service remains available within its agreed scope until the effective end date, subject to the agreement.

Unused monthly scope does not roll over and paid periods cannot be paused unless the accepted offer or order expressly provides otherwise or ZAGO agrees in writing. The non-refund rule and exceptions above apply to all upfront subscription payments.

Approved refunds

If ZAGO approves a voluntary refund, its amount and conditions will be confirmed in writing. It will be processed within 30 business days of that confirmation using the agreed payment method, unless a shorter period is required by applicable law or the written agreement. This processing period is not a return window or a promise that a refund will be approved.

Questions or refund requests

Contact ZAGO in writing through your existing client portal or contact our team. Include the order or invoice reference and the reason for the request. We will review it against the agreed scope and applicable terms.