How cancellation and refunds work.
When you can cancel, what you'll be charged, and when refunds apply. Plain English. No surprises.
The 30-second version: 14-day free trial, no card required. Monthly plans cancel at end of the current billing cycle (no prorated refund). Annual plans get prorated refund for unused months when canceled mid-cycle. Customer plans (Free, Pro, Planner) follow the same monthly/annual rules. Marketplace add-ons (Silver, Gold) are monthly only and cancel at end of cycle.
1. Quick Summary
This Refund and Cancellation Policy applies to all paid subscriptions on the Zennvue Platform operated by Viceroy NM LLC. The policy is structured around two principles. First, you should never feel locked in. Second, billing should be predictable and fair to both parties. The specific rules vary by plan type and billing frequency, detailed below.
2. Free Trial
All Vendor plans (Starter, Professional, Business, Studio, Enterprise) include a 14-day free trial that does not require a credit card.
- No charge until you add a payment method. Your account is paused after 14 days unless you add payment details.
- Paused accounts retain data for 90 days. Add a payment method anytime within 90 days to reactivate without data loss.
- No automatic charge after the trial. You explicitly add payment details to convert.
3. Vendor Monthly Plans
Monthly Vendor subscriptions (Starter $35, Professional $79, Business $119, Studio $249, Enterprise $749) are billed in advance.
Mid-cycle cancellation of a monthly plan
If you cancel a monthly Vendor subscription mid-cycle, your access continues until the end of the current billing period. No partial-month refund is issued. Your account is not charged again at the next renewal.
Duplicate or erroneous charges
If you were billed twice for the same month, or charged after canceling, contact us within 30 days. We refund duplicate or erroneous charges in full.
4. Vendor Annual Plans
Annual subscriptions are discounted 20% compared to monthly. Annual plans are billed once per year in advance.
Mid-cycle cancellation of an annual plan
Cancel mid-year and we refund the unused months on a prorated basis, calculated as (annual rate paid) × (months remaining in cycle / 12). For example: cancel after 4 months on a $758 Professional annual plan, refund equals $758 × 8/12 ≈ $505.
Cancellation after the renewal date
Annual subscriptions auto-renew unless canceled at least 24 hours before the renewal date. If you cancel after auto-renewal, the new annual term applies and prorated refund rules above are used to calculate any partial refund.
5. Customer Plans
5.1 Free Tier
The Customer Free tier requires no payment and has nothing to refund. You can stop using it at any time without consequences.
5.2 Customer Pro ($9.99/mo)
Monthly billing. Cancellation takes effect at the end of the current billing cycle. No prorated refund for partial months.
5.3 Customer Planner ($39/mo)
Monthly billing. Same rules as Pro. The Planner tier is targeted at wedding planners managing multiple events; cancellation does not affect data on past events you've already coordinated.
6. Marketplace Add-Ons
Silver Placement ($299/mo) and Gold Placement ($599/mo) marketplace add-ons are billed monthly only and stack on top of any Vendor plan.
- Cancel anytime through your account settings. Cancellation takes effect at the next billing cycle.
- Cancellation is independent of the Vendor plan. You can cancel just the add-on while keeping your base subscription.
- No prorated refund for unused days within a billing cycle.
7. Common Scenarios
Service outage exceeds SLA terms
Studio and Enterprise tiers include an SLA. If we breach our uptime guarantee, you may be eligible for service credits per the Service Level Agreement. Service credits are not cash refunds but reduce future invoices.
Account terminated by Zennvue without cause within 30 days
If we terminate your account in violation of our Terms of Service or without cause within 30 days of payment, you receive a full refund of the most recent payment.
Account terminated by Zennvue for cause
If your account is terminated for breach of Terms of Service (fraud, AUP violations, repeat copyright infringement, etc.), no refund is issued for the remainder of the billing period.
"I didn't use it as much as I thought I would"
Subscription fees are not refundable based on actual usage. Underutilization is not a refund-eligible reason. Most users address this by downgrading to a lower tier rather than canceling outright.
8. How to Cancel
8.1 Self-Service Cancellation
- Log in to your Zennvue account
- Go to Settings → Billing → Subscription
- Click "Cancel Subscription"
- Confirm the cancellation
You'll receive a confirmation email. Your access continues through the end of the current billing cycle.
8.2 Cancellation by Email
Email hello@zennvue.com with "Cancellation Request" in the subject and the email address on your Zennvue account in the body. We process email cancellation requests within 1 business day.
9. Refund Disputes
If you believe you are entitled to a refund not covered by the rules above, or if you disagree with how a refund was calculated, contact us at hello@zennvue.com with "Refund Dispute" in the subject line.
We review refund disputes within 5 business days. If we cannot resolve the dispute through informal discussion, the dispute resolution procedures in the Terms of Service apply.
Filing a credit card chargeback before contacting us may delay your refund and complicate the resolution process. We strongly prefer to resolve any billing concern directly.
10. Contact
For questions about this Refund Policy, billing inquiries, or to request a cancellation, contact hello@zennvue.com.
Need to cancel or get a refund?
Cancel from your account settings, or reach out and we'll handle it. We process most refund requests within 1 to 3 business days.