Refund Policy

# 🛡️ 2Zone Therapy – Refund Policy v1.3

**Effective Date:** 6 August 2025  
**Last Updated:** 17 December 2025 

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## 1. Overview
Our services generate AI-powered digital outputs. Because delivery begins immediately, most payments are **non-refundable**.  
However, we recognise that circumstances can change and provide a **fair, no-questions-asked option** for unused purchases.

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## 2. Non-Refundable Items
- Guidance Credits (GCs) once redeemed or used  
- Any membership period **once access or AI activity has begun**  
- Promotional, bonus, or gifted GCs  

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## 3. No-Questions-Asked Refund (Unused Purchases)
If you paid but have **not used** the service at all — meaning:  
- **No Guidance Credits (GCs)** were redeemed, and  
- **No AI interaction, ERRIC usage, or protocol generation** was started —  

you may request a **no-questions-asked refund** within **7 days** of purchase.

A **20% cancellation handling fee** applies to cover payment-processing and administrative costs.  
The remaining **80%** of your payment will be refunded to the **original payment method**.

This handling fee reflects **non-recoverable merchant fees** incurred on both inbound and outbound transactions.  
Refunds are processed within **5 business days** after verification.

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## 4. Refunds for Technical Failures
If a payment was made and a service **failed to deliver** due to a verified technical issue **before** any AI or protocol activity began:
- Submit a request within **7 days** of purchase  
- Verified cases will be **re-credited as GCs** or refunded to the original payment method **without any handling fee**

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## 5. Memberships, Billing Cycles & Cancellations (IMPORTANT)
- **Memberships are billed in fixed two (2) month periods**, paid **in advance**
- Each payment covers a **complete two-month access block**
- Cancelling a membership:
  - Stops **future renewals**
  - Does **not refund** the current two-month period
  - Does **not shorten** the active access period

### Minimum Commitment
- All memberships carry a **minimum commitment of two (2) months**
- Once a two-month membership period has started, **the full period is payable and non-refundable**, even if cancelled early

### Early Cancellation Clarification
- Cancelling within the first **14 days**:
  - Prevents future renewal
  - **Does not cancel or refund** the ongoing two-month period
- Access remains active until the end of the paid term

### Payment Failures
- Unpaid balances may result in:
  - Temporary account restriction
  - Suspension of protocol generation
  - **Forfeiture of unused GCs**
  - Record lock until the balance is cleared

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## 6. How to Request a Refund
Email **billing@2zonetherapy.com** with:
1. Transaction or invoice ID  
2. Refund reason (**Unused Purchase** or **Technical Failure**)  
3. Screenshot, timestamp, or supporting detail (if applicable)

We aim to review all requests within **5 business days**.

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## 7. Governing Policies
This Refund Policy operates together with:
- [Membership Terms](../membership_terms_v5.0.md)  
- [Terms & Conditions](../terms_conditions_v5.3.md)  
- [Privacy Policy](../privacy_policy_v5.1.md)

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## 8. Summary
- If you **haven’t used** the service at all, you may request a refund within **7 days**, minus a **20% handling fee**
- Once **AI usage, ERRIC interaction, or protocol generation** begins, payments become final
- Memberships are **two-month prepaid commitments**, not monthly subscriptions

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