ZipLove Refund and Cancellation Policy

Last Updated: November 6, 2025

Overview

This Refund and Cancellation Policy explains our policies for:

  • Premium     subscription refunds
  • Event     ticket cancellations and refunds
  • In-app     purchases
  • Merchandise     purchases

Premium Subscriptions

Subscription Plans

ZipLove offers premium subscriptions with the following billing cycles:

  • Monthly:     Billed every 30 days
  • Quarterly:     Billed every 90 days (save 15%)
  • Annual:     Billed every 365 days (save 30%)

Free Trial Period

7-Day Free Trial (First-Time Subscribers Only):

  • No     charge during trial period
  • Full     access to premium features
  • Can     cancel anytime during trial with no charge
  • Auto-renews     to paid subscription if not cancelled before trial ends
  • One     free trial per user/payment method

Subscription Cancellation

You Can Cancel Anytime:

  • Go to     Settings → Subscription → Cancel Subscription
  • Or     manage through your App Store (iOS) or Google Play (Android) account
  • Cancellation     takes effect at the end of current billing period
  • You     retain access until the paid period ends
  • No     partial refunds for unused time

How to Cancel:

iOS (Apple App Store):

  1. Open     Settings on your iPhone
  2. Tap     your name → Subscriptions
  3. Select     ZipLove → Cancel Subscription

Android (Google Play):

  1. Open     Google Play Store
  2. Tap     Menu → Subscriptions
  3. Select     ZipLove → Cancel Subscription

In-App:

  1. Open     ZipLove → Profile → Settings
  2. Subscription     → Manage Subscription → Cancel

Subscription Refunds

Standard Refund Policy:

  • No     refunds for partial months once billing period has started
  • No     refunds for unused time if you cancel mid-cycle
  • Exception:     Technical issues on our end that prevent access

Refund Eligibility:

✅ You MAY receive a refund if:

  • You     were charged due to a billing error by ZipLove
  • Technical     issues prevented you from using premium features for more than 7     consecutive days
  • You     were charged after canceling (and can provide proof)
  • Unauthorized     charges on your account (report immediately!)

❌ You will NOT receive a refund for:

  • Changing     your mind after subscribing
  • Not     using premium features
  • Account     suspension or ban for violating Terms of Service
  • Not     canceling before auto-renewal
  • Forgetting     you were subscribed

How to Request a Refund:

  1. Email:     billing@ziplove.org within 30 days of charge
  2. Include:     Order ID, reason for refund, supporting evidence
  3. We'll     respond within 5-7 business days
  4. Approved     refunds processed within 10 business days

Note: iOS and Android process refunds differently:

  • iOS     users: May also request refund through Apple     (reportaproblem.apple.com)
  • Android     users: May also request through Google Play

Event Tickets

Event Ticket Purchases

How Event Tickets Work:

  • Purchase     tickets through ZipLove app
  • Ticket     prices set by venue/event host
  • ZipLove     charges a small service fee (disclosed at purchase)
  • Payment     processed immediately upon purchase
  • Confirmation     sent via email and in-app

Event Cancellation by Host/Venue

If the venue or ZipLove cancels an event:

  • Full     refund automatically issued within 5-7 business days
  • Includes     ticket price + service fees
  • Notification     sent via email and push notification
  • Refund     to original payment method
  • May     offer credit for future events (your choice)

Reasons events may be cancelled:

  • Venue     emergency or closure
  • Insufficient     attendance
  • Weather     emergency
  • Safety     concerns
  • Host     cancellation

User Cancellation of Event Tickets

Cancellation Deadline: 48 hours before event start time

Cancel MORE than 48 hours before event:

  • ✅     Full refund of ticket price
  • ✅     Service fee refunded
  • Process:     In-app → My Events → Select Event → Cancel Ticket
  • Refund     issued within 5-7 business days

Cancel LESS than 48 hours before event:

  • ❌     No refund
  • Ticket     cannot be transferred
  • Exception:     Medical emergency or documented emergency (see below)

No-Show:

  • ❌     No refund if you don't attend
  • ❌     Cannot transfer to another event
  • Note:     3+ no-shows without canceling may result in account review

Emergency Cancellations

We understand emergencies happen. If you need to cancel within 48 hours due to:

  • Medical     emergency (yours or immediate family)
  • Death     in the family
  • Natural     disaster or severe weather
  • Transportation     emergency

Process:

  1. Email:     events@ziplove.org within 24 hours of event
  2. Subject:     "Emergency Cancellation - [Event Name]"
  3. Include     documentation (doctor's note, obituary, weather alert, etc.)
  4. We'll     review within 2 business days
  5. Approved     requests receive full refund or event credit

Event Changes

Minor Changes (no refund):

  • Different     table/section at same venue
  • Small     time adjustment (15-30 minutes)
  • Event     duration change
  • Activity     modifications

Major Changes (refund available):

  • Venue     location change
  • Date/time     change of more than 2 hours
  • Significant     event format change
  • Price     increase after purchase

If major change occurs:

  • We'll     notify you immediately
  • Option     1: Accept change (no action needed)
  • Option     2: Cancel for full refund (within 48 hours of notification)

In-App Purchases

Virtual Items and Features

One-Time Purchases:

  • Event     spotlight boosts
  • Profile     boosts
  • Super     likes or premium features
  • Virtual     gifts or badges

Refund Policy:

  • ❌     No refunds on digital items once delivered/used
  • ✅     Refund if technical error prevented delivery
  • ✅     Refund for duplicate charges

How to Request:

  • Email:     billing@ziplove.org with receipt and issue description
  • Response     within 3-5 business days

Merchandise Purchases

Physical Products

ZipLove Shop Items:

  • T-shirts,     hats, coasters, mugs
  • Shipped     via USPS/UPS
  • Processing     time: 3-5 business days
  • Shipping     time: 5-10 business days (US)

Returns and Refunds

30-Day Return Policy:

  • Return     unused items in original condition within 30 days
  • Full     refund minus return shipping cost
  • Defective     items: full refund including shipping

Non-Returnable Items:

  • Personalized/custom     merchandise
  • Items     marked as final sale
  • Items     damaged by customer

How to Return:

  1. Email:     billing@ziplove.org with order number and photos
  2. Receive     return authorization and instructions
  3. Ship     item back within 7 days
  4. Refund     processed within 10 days of receiving return

Defective or Wrong Item:

  • Email     billing@ziplove.org with photos within 7 days
  • We'll     send replacement at no cost or issue full refund
  • No     need to return defective items

Lost or Damaged Shipments:

  • Report     within 5 days of expected delivery
  • We'll     investigate with carrier
  • Replacement     or refund provided after investigation

Payment Methods and Processing

Accepted Payment Methods

  • Credit     cards (Visa, Mastercard, Amex, Discover)
  • Debit     cards
  • Apple     Pay
  • Google     Pay
  • Square     (for in-person event purchases)

Payment Processing

Subscriptions:

  • Processed     through Apple App Store or Google Play
  • Managed     through respective app stores
  • Refunds     subject to app store policies

Event Tickets:

  • Processed     through Square or integrated payment processor
  • Secure     PCI-compliant processing
  • Receipt     sent immediately

Refund Timeline:

  • Credit/Debit     cards: 5-10 business days
  • PayPal:     3-5 business days
  • Mobile     wallet: 3-7 business days

Note: Refund timeline depends on your bank's processing time. ZipLove processes refunds immediately, but it may take several days to appear in your account.

Account Credits

When You Receive Credits

Event credits may be issued for:

  • Event     cancellations (alternative to refund)
  • Service     disruptions
  • Goodwill     gestures for poor experiences
  • Promotional     offers

How Credits Work:

  • Applied     automatically to your account
  • Used     for future event ticket purchases
  • Do     not expire for 1 year from issue date
  • Cannot     be transferred or redeemed for cash
  • No     refund if account is closed with remaining credits

Subscription Pause (Coming Soon)

We're developing a "pause" feature for subscriptions:

  • Pause     subscription for 1-3 months
  • No     charges during pause period
  • No     access to premium features during pause
  • Automatically     resumes after pause period
  • Available     for annual subscribers only

Billing Issues and Disputes

Failed Payments

If your subscription payment fails:

  • We'll     retry payment 3 times over 7 days
  • Email     notification after each failed attempt
  • Premium     access suspended after 3rd failure
  • Account     not deleted - update payment method to restore access

Disputed Charges

If you see a charge you don't recognize:

  1. Check     if it's ZipLove:
       
    • May      appear as "ZIPLOVE", "ZipLove Inc",      "SQUARE" on statement
      •  
    • Check      email for receipt
    2.  
  2. Contact     us FIRST before disputing with bank:
       
    • Email:      billing@ziplove.org
      •  
    • We      can often resolve faster than bank dispute
      •  
    • Chargeback      without contacting us may result in account suspension
    3.  
  3. Legitimate     Disputes:
       
    • Unauthorized      charges
      •  
    • Duplicate      charges
      •  
    • Incorrect      amount
      •  
    • We'll      investigate and refund if valid

Chargeback Warning:

  • Fraudulent     chargebacks violate Terms of Service
  • May     result in permanent account ban
  • You're     responsible for proving unauthorized use

Tax and International Purchases

Sales Tax

  • Applied     based on your location
  • Required     by state/local law
  • Calculated     automatically at checkout
  • Non-refundable     even if order is refunded (tax already paid to government)

International Users

  • Prices     shown in USD
  • Currency     conversion by your bank
  • International     transaction fees may apply (charged by your bank)
  • We     don't refund bank conversion fees
  • Some     features may not be available in all countries

Special Circumstances

Account Suspension or Ban

If your account is suspended or banned:

  • ❌     No refund for active subscription
  • ✅     Remaining event tickets may be refunded (case-by-case)
  • ❌     Credits forfeited
  • ❌     In-app purchases non-refundable

Exception: If suspension was in error (appeals accepted)

Business Closure

In the unlikely event ZipLove ceases operations:

  • Prorated     refunds for active subscriptions
  • Full     refunds for future event tickets
  • 30-day     notice before shutdown (when possible)
  • Data     export option provided

How to Contact Billing Support

General Billing Questions:

  • Email:     billing@ziplove.org
  • In-app:     Settings → Help & Support → Billing

Refund Requests:

  • Email:     billing@ziplove.org with:
       
    • Order/Transaction      ID
      •  
    • Reason      for refund
      •  
    • Supporting      documentation

Event-Related:

  • Email:     events@ziplove.org

Merchandise:

  • Email:     billing@ziplove.org

Phone Support: (Coming Soon)

Response Time:

  • Standard     inquiries: 2-3 business days
  • Urgent     billing issues: 24-48 hours
  • Refund     requests: 5-7 business days

Important Notes

Right to Modify

ZipLove reserves the right to:

  • Modify     subscription pricing (with 30-day notice to existing subscribers)
  • Change     service fees (disclosed at time of purchase)
  • Update     this Refund Policy (effective for future purchases)

Price Changes Don't Affect Active Subscriptions

If we increase subscription prices:

  • Your     current rate locked in until you cancel
  • New     rate applies only when you resubscribe
  • Grandfathered     pricing for loyal subscribers

Goodwill Refunds

At our sole discretion, we may issue:

  • Courtesy     refunds outside this policy
  • Event     credits for poor experiences
  • Compensation     for service disruptions

This does not create obligation for future similar situations.

State-Specific Rights

Some states provide additional consumer rights. Nothing in this policy limits:

  • California     consumer protection laws
  • New     York consumer rights
  • Other     state-specific protections

Consult your state attorney general's office for details.

Changes to This Policy

We may update this policy periodically. Changes effective:

  • Immediately     for new purchases
  • At     renewal for subscriptions
  • With     notice for material changes

Continued use after changes means acceptance.

Questions?

Contact our billing team:

  • Email:     billing@ziplove.org
  • In-app:     Settings → Help → Billing & Payments
  • Mail:     ZipLove LLC, 416 Walnut St #1013 Fulton, KY 42041

We're here to help! Most billing issues can be resolved quickly when you contact us.

This Refund and Cancellation Policy is part of and incorporated into our Terms of Service. By making purchases on ZipLove, you agree to these terms.

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