Refund Policy
In short: if something goes wrong on our side, we fix it or refund you. Personalized digital products delivered as ordered cannot be refunded just because you changed your mind, but team-made orders can be cancelled for a full refund before we start working on them, and unused pack credits can be refunded within 14 days.
1. Automated orders (Basic, Deluxe and automated extras)
These are personalized digital products delivered right after payment. Once the private link has been delivered the sale is final, except in these cases, where we give a full refund:
- the surprise does not work because of a problem on our side and we cannot fix it within 72 hours after you tell us;
- you were charged more than once for the same order (we refund the duplicate charge);
- you did not authorize the charge (please contact us and your bank);
- you ask within 24 hours of purchase and the surprise has not been used yet: our records show zero opens of the link, zero views of your own preview ("Try it yourself") and no saved copies. We refund the order and deactivate its links.
2. Team-made orders (Plus, Plus + Song, Premium, custom song and rush delivery)
- Before we start: while your order is still waiting in our queue (not yet in production), you can cancel it for a full refund.
- After we start: we do not give refunds for a change of mind, but your order includes revision rounds (Plus 1, Plus + Song 2, Premium 2, custom song 1) so we can adjust the result. Ask for changes by replying to our email.
- Late delivery: if we deliver more than 48 hours after the promised time, you can choose a full refund instead of the delivery. If a rush order is not delivered within 24 hours, we refund the rush fee.
- If we cannot make it: if we cannot deliver your order for reasons on our side, we refund it in full. If we decline an order because it breaks our Acceptable Use Policy, we cancel it and refund it, except in cases of fraud or abuse.
3. Prepaid packs
- Unused pack: if you haven't used any surprise from your pack, you can ask for a full refund within 14 days of purchase. The code is deactivated when we refund it.
- Partly used pack: surprises already created are final under sections 1 and 2. Within 14 days of purchase we refund the unused credits at the pack price per surprise (the price you paid for the pack ÷ the number of surprises it includes), unless the law where you live gives you more. The refunded credits are removed from the code.
- Small balances: where the law requires it, we pay out the unused value of a pack in cash on request at any time, even after 14 days. For example, in California you can ask for it when that value is less than $15 (California Civil Code § 1749.5, as amended effective April 1, 2026). The unused value is the price you paid for the pack ÷ the number of surprises it includes × the surprises not yet used.
- Credits never expire and carry no fees or dormancy charges. If a surprise made with a credit fails because of us, we fix it or give the credit back. If you paid extras on a surprise made with a credit and that order is refunded in full, the credit also returns to your code.
4. Orders we can't accept
If we cancel an order because it came from a country where that service isn't offered (see where ZINFEXX is available in our Terms), we refund it in full, unless the order involved fraud.
5. Files you upload and linked content
We are not responsible for the quality of the files you upload (for example, a blurry or very dark video) or for video formats that some devices cannot play (such as HEVC/H.265). Check your preview before paying. If the video does not play on the recipient's device, write to us and we will try to help.
Content on YouTube, Spotify and other platforms that you link to depends on those platforms: if it is removed, private or not available in the recipient's country, that is not a defect of our service. Recordings made in your browser are yours to review before you use them.
6. Removed surprises
If we disable a surprise because it breaks our Terms or Acceptable Use Policy, no refund is due.
7. How to ask for a refund
Email service@zinfexx.com from the address you used for the order, or use our contact page, with your order number (it is in your confirmation email) and the reason. We answer within 2 business days. Approved refunds go back to the original payment method (if that is no longer possible, we agree another method with you); banks usually take 5 to 10 business days to show them. Refunds are based on the amount you actually paid, including any promotion-code discount. When an order is refunded in full, its links are deactivated.
For purchases "Sold through Link", you can also ask Link support (support.link.com) for a refund. In certain cases Stripe, which operates Link, can issue refunds within 60 days of the original purchase under its own policies, and Link sends you the refund notice.
8. Chargebacks
Please contact us before disputing a charge with your bank: it is usually faster. While a dispute is open, the links of that order are paused; if the dispute is resolved in our favor, they work again. To answer a dispute we may share with our payment processor the usage records of the order (dates and number of opens, preview views and saved copies), never the content of your surprise.
9. Your legal rights
This policy does not limit any rights you have under consumer protection laws that cannot be waived.