Introduction
At Zebralines, we want you to have a confident experience with our browser-based barcode and label workspace. We stand behind the product, which is why we publish a clear refund and cancellation policy for our Software-as-a-Service (SaaS) subscriptions.
1. Payment processing
Subscription checkout and recurring billing are handled by Dodo Payments (or a successor payment provider) through hosted checkout. Your payment method is charged according to the plan and billing cycle you select at checkout. The charge may appear on your statement under Zebralines and/or the payment provider's name.
Billing questions, refund requests under this policy, and cancellation help should be sent to support@zebralines.io from the email on your account. Where required, we coordinate refunds with our payment processor so funds return to your original payment method.
2. The 14-day guarantee
We offer a 14-day, no-questions-asked refund on your first paid subscription to Zebralines.
If you subscribe to Starter, Professional, or Studio (monthly or yearly) and decide the Service does not fit your needs, you may request a full refund of that initial charge within 14 calendar days of the date of that first paid purchase.
To request a refund: email support@zebralines.io within the 14-day window. Include your account email and the receipt or charge date if you have it. If approved:
- Your paid subscription will end and your account will be moved to the Free plan (with Free-tier limits as described on our pricing page).
- The refund will be issued to your original payment method through our payment processor.
This guarantee applies only to the first charge for a new paid Starter, Professional, or Studio subscription on your account. It does not apply to the optional one-time bulk-import trial (no payment), plan upgrades, add-ons, or Enterprise agreements under a separate contract.
Nothing in this section limits refunds or remedies required by applicable consumer protection law in your jurisdiction.
3. Exceptions to the refund policy
We aim to be fair and transparent. Refunds will not be issued in these situations:
- After 14 days: Requests made more than 14 calendar days after your first paid subscription charge.
- Renewal charges: Automatic renewals (monthly or yearly). Cancel before your renewal date if you do not want to continue; we do not refund renewal payments.
- Partial billing periods: No prorated refunds for unused time or unused label/export allowances after the 14-day window or outside the guarantee.
- Abuse of the Service: If we reasonably determine that you used a paid plan to complete a large one-time production run (for example, generating labels at very high volume relative to normal account use) and then requested a refund within 14 days primarily to avoid payment, we may deny the request.
- Enterprise and custom sales: Refunds for Enterprise or custom invoicing follow your written agreement with us, not this self-serve policy.
4. Subscription cancellations
You may cancel renewal at any time:
- Self-serve: sign in → Settings → Manage Billing (Dodo Portal) to turn off auto-renewal, update your card, or change billing cycle where supported.
- By email: contact support@zebralines.io if you need help.
When you cancel:
- Your paid plan stays active until the end of the current billing period (monthly or yearly).
- You will not be charged again for that subscription.
- After the period ends, your account moves to Free (or the free plan then in effect), and plan limits (labels per month, export formats, DPI, bulk rows, etc.) apply accordingly.
- We do not provide prorated refunds for the unused portion of a billing period after the 14-day guarantee has expired or does not apply.
For the relationship between this policy and our agreement with you, see our Terms of Service. For how we handle payment data, see our Privacy Policy.