Refund and Cancellation

1. Cancel a recurring purchase

For a Google Play purchase, open the subscriptions section of the Google Play account used to pay, select Zene, and follow the cancellation flow. For an Apple purchase, open the Apple account’s subscriptions settings, select Zene, and follow the cancellation flow. If the subscription is not listed, check the account and the provider named on the receipt.

Complete all confirmation steps and check the resulting expiry or renewal status. Uninstalling Zene, signing out, requesting account deletion, leaving a family group, or sending a support message does not itself cancel a store-managed renewal. If a control is unavailable, contact the billing provider promptly and keep a record of the attempt.

• Cancel a Google Play subscription
• Cancel an Apple subscription

2. Request a refund or correct a charge

Use the refund or problem-reporting process of the store identified on the receipt. Refund eligibility depends on the purchase, timing, country, store policy, and applicable law. A cancellation prevents future renewal when effective; it does not automatically refund the current period.

Contact work@zenemusic.co if access was not delivered, the entitlement is incorrect, or assistance is needed identifying a purchase. Provide the store, purchase date, product, relevant order reference, and a description of the problem. Do not send full payment-card details, passwords, or authentication codes.

Zene will address matters within its responsibility; the store’s payment role does not eliminate rights against the trader responsible under consumer law. A refund, reversal, or chargeback can change the entitlement associated with the transaction, subject to the store outcome and applicable law.

• Google Play refund guidance
• Apple purchase problems and refund requests

3. Statutory rights and withdrawal

Nothing in this policy excludes remedies for an unauthorised charge, defective or nonconforming service, misleading offer, or other breach where the law provides a remedy. A general “no refunds” statement cannot override mandatory consumer protections.

Where EU or UK withdrawal rights apply, the rules depend on whether the purchase is classified as digital content or a service and on the circumstances in which performance began. Starting playback does not automatically waive every withdrawal right. Any loss of a withdrawal right requires the conditions prescribed by the applicable law, including relevant express consent and acknowledgement; rights concerning defects or nonconformity are separate.

4. Family access and promotional purchases

Leaving or being removed from a family group does not itself produce a separate payment to refund if the member did not purchase the plan. The payer’s rights depend on the original transaction and mandatory law. This document does not impose a blanket exclusion of prorated or other remedies that the law requires.

A free promotional entitlement generally has no paid purchase price to return, but a charged trial conversion or discounted subscription is still a transaction that can be disputed under applicable rules. Keep the offer and receipt when reporting an unexpected charge.