Refund Policy

1Overview

This Refund Policy ("Policy") describes the terms under which Farfetched Media Labs Pvt Ltd ("Farfetched Media Labs," "Zazu," "we," "us," or "our") issues refunds for one-time purchases and other paid services offered through the Zazu platform at zazu.video and our related applications and extensions (collectively, the "Services").

This Policy forms part of, and should be read together with, our Terms of Service and Privacy Policy. By making a purchase through Zazu, you confirm that you have read, understood, and agree to this Policy. If you do not agree, please do not purchase a plan.

2Lifetime Access Purchases

2.1 Lifetime Access Purchase

Zazu offers one-time payment plans that provide lifetime access to the purchased features, subject to our Terms of Service. All payments are charged once at the time of purchase. Zazu does not use recurring billing or automatic renewals for lifetime access plans.

We may update pricing, features, or plan availability at any time for future purchases, but such changes will not affect access already granted to existing customers unless otherwise stated in our Terms of Service. "Lifetime access" refers to the lifetime availability of the Services as operated by Zazu and does not guarantee uninterrupted or perpetual operation of the Services indefinitely.

3Money-Back Refund Window

3.1 Eligibility

Zazu offers a goodwill money-back refund window for first-time purchasers. The length of this window is the money-back or refund period stated on the specific offer page, sales page, or checkout page through which you completed your purchase (the "Refund Window"), measured from the original purchase date. Where no refund period is expressly stated on the page through which you purchased, refund requests will be assessed under Section 3.3 below. If you are not satisfied with your purchase, you may request a full refund within the Refund Window applicable to your purchase, subject to the conditions below. The Refund Window applies to:

• Situations where a material technical fault or error on Zazu's part has significantly prevented you from accessing or using the Services during your subscription period
• Duplicate or accidental charges resulting from a payment processing error, where verified by Zazu or the payment provider
• First-time purchasers who are unable to use the Services due to a verified compatibility or account-related issue that Zazu is unable to resolve within a reasonable timeframe
• Situations where core advertised features of the purchased plan were materially unavailable at the time of purchase and could not be reasonably provided within the Refund Window
• Situations where the Services materially fail to perform in a manner reasonably consistent with the core features and functionality described on the Zazu website at the time of purchase

3.2 How to Request a Refund

To request a refund, email [email protected] from the email address associated with your Zazu account, with the subject line "Refund Request" and the following information:

• Your account email address
• The date of the charge for which you are requesting a refund
• Details of the purchased plan or offer
• A brief description of the reason for your request (optional, but helps us improve)

We aim to respond to refund requests within five (5) business days and to process approved refunds within ten (10) business days of approval, although your bank or payment provider may take additional time to credit the amount to your account.

3.3 Refunds at Our Discretion (Outside the Refund Window)

We will assess refund requests submitted outside the Refund Window on their merits, at our discretion. There is generally no obligation to provide a refund in situations such as the following:

• You changed your mind after the Refund Window expired
• You purchased a plan by mistake and did not notify us within the Refund Window
• You do not have sufficient expertise or equipment to use the Services
• You are requesting a refund as a goodwill gesture only
• You can no longer access content you previously generated because you deleted it, deleted your account, or your account was suspended for breach of our Terms of Service (we recommend exporting your clips and assets as soon as you generate them)
• The purchase was made more than 180 days ago

Even outside the Refund Window, we may, in our sole discretion, issue a partial or full refund where a genuine service failure on our side prevented you from using the Services as intended.

3.4 Situations Where Refunds Are Not Available

Refunds are not available, including within the Refund Window, in the following circumstances:

• Accounts that we reasonably determine have engaged in abuse of the refund policy (for example, repeated purchase-and-refund abuse, or use of multiple accounts to obtain repeated refunds)
• Accounts that have been terminated or suspended for violating our Terms of Service or Acceptable Use Policy
• Add-on credits, one-time top-ups, or any usage-based fees that have already been consumed
• Purchases made through a third-party reseller, marketplace, or app store — see Sections 4 and 5

4Payment Disputes and Chargebacks

If you raise a chargeback or payment dispute with a payment processor (such as your card issuer, Dodo Payments, Digistore24, or a similar provider) before contacting us:

• Your Zazu account may be suspended pending resolution of the dispute
• Access to clips, projects, and account data may be restricted during that period
• We may be unable to issue a separate refund out of your Zazu account until the dispute is cancelled or resolved with the payment processor

If a chargeback is upheld in your favour after a refund has already been issued by Zazu, we may deduct or recover the duplicated amount from your account or by other lawful means.

5Customer's Right of Withdrawal (EU and UK)

If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a paid purchase within fourteen (14) days of the date of payment to Zazu, without giving any reason. This statutory right is in addition to — and does not replace — the Refund Window described in Section 3.

5.1 How to Withdraw

To exercise your right of withdrawal, send a clear statement of your decision to withdraw to [email protected] within the 14-day period, with your purchase details and a clear statement that you wish to cancel your purchase and request a refund.

Where you have not downloaded, accessed, or otherwise used any of the paid features during the withdrawal period, we will refund your payment within fourteen (14) days of receiving your withdrawal notice, using the same payment method used for the purchase (unless we agree another method with you), and at no additional cost to you.

5.2 Digital Content Carve-Out

If you have already accessed, used, downloaded, or otherwise begun benefitting from the paid features of the Services during the withdrawal period — for example, by generating clips, downloading exports, or using AI processing — you may not be eligible for a full refund, or we may deduct a proportionate amount corresponding to the services already supplied, as permitted by applicable law.

By starting to use the paid Services within the 14-day period, you expressly request that performance begin during that period and acknowledge that your right of withdrawal may be lost or reduced accordingly.

6How Refunds Are Processed

Approved refunds are generally issued using the same payment method used for the original purchase, in the original currency of the transaction. If a refund cannot be processed via the original payment method (for example, because the card has expired or the account has been closed), we will work with you on a reasonable alternative.

Any payment made to you will be subject to the rules of the relevant payment method. You will be responsible for any currency conversion costs, foreign-exchange fluctuations, or bank fees applied by your payment provider.

7Service Failures and Downtime

Zazu strives to provide a reliable Service, but we do not guarantee uninterrupted, error-free operation. Brief outages, processing delays, or temporary feature unavailability do not, by themselves, give rise to a right to a refund.

Where a significant, prolonged failure attributable to Zazu materially prevents you from using a paid plan, contact us at [email protected] — we may, at our discretion, offer service credits or a partial refund.

8Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, technologies, legal requirements, or business operations. When we make material changes, we will update the "Last Updated" date above and, where appropriate, provide notice through the Services or by email.

Changes apply only to purchases made on or after the effective date of the updated Policy; refund requests for earlier purchases will be assessed under the Policy in effect at the time of purchase.

9Contact Us

If you have any questions about this Policy or want to request a refund, please contact us:

This Refund Policy is provided in English. If we provide translated versions for your convenience, the English version will prevail in the event of any conflict, except where applicable local law requires otherwise.