Return & Refund Policy

This Return & Refund Policy applies to subscriptions and services purchased through zupport.app (the "Service"), operated by NEXERA INFORMATION TECHNOLOGY SOLUTIONS ("Zupport", "we", "our", or "us"). All prices and payments are denominated and billed in Philippine Peso (₱ PHP).

1. Nature of the Service

Zupport is a Software-as-a-Service (SaaS) platform delivered digitally. Because the Service is a digital subscription rather than a physical product, there are no physical goods to return. This policy explains when refunds may be issued for subscription fees.

2. Subscription Billing

• Subscriptions are billed in advance on a monthly or yearly cycle, as selected at checkout.
• Your subscription renews automatically at the end of each billing cycle unless cancelled.
• Applicable 12% Philippine VAT is added at checkout.

3. Refund Eligibility

You may be eligible for a refund in the following cases:

• Duplicate or erroneous charge: If you were charged more than once for the same billing period, or charged in error, we will refund the duplicate/erroneous amount in full.
• Service failure: If a technical issue attributable to Zupport prevents you from using the Service for a significant period and cannot be resolved, you may request a pro-rated refund for the affected period.
• New subscriptions: First-time subscribers may request a full refund within seven (7) days of the initial payment, provided the account has not been used in a manner that indicates full consumption of the Service.

4. Non-Refundable Items

• Fees for billing periods that have already been substantially used.
• Renewal payments after the applicable cancellation window has passed.
• Custom development, onboarding, or professional services that have already been delivered.

5. Cancellations

You may cancel your subscription at any time from your account billing settings or by contacting us. Upon cancellation, your plan remains active until the end of the current paid billing cycle, after which it will not renew. Cancelling does not automatically generate a refund for the current cycle unless you also qualify under Section 3.

6. How to Request a Refund

To request a refund, contact us with your account email and the transaction reference:

• Email: support@zupport.app

Approved refunds are processed back to the original payment method within 7–14 business days. Refunds are issued in Philippine Peso (₱ PHP); the amount you receive in another currency may vary based on your card issuer's exchange rate and fees.

7. Disputes

If you disagree with a charge or a refund decision, please review our Dispute Resolution Process before initiating a chargeback with your card issuer, so we can resolve the matter directly.

8. Contact Information

• Business name: NEXERA INFORMATION TECHNOLOGY SOLUTIONS (Zupport SaaS)
• Email: support@zupport.app
• Website: https://zupport.app