Refund Policy
Version 1.0
This Policy covers refund eligibility, the refund request process, and the consequences of a refund. Cancellation is a separate subject governed by the Terms of Service.
1. Your subscription
Zenk is a monthly subscription. You can cancel at any time, and cancelling stops the next renewal.
2. When a refund is available
A refund is available in the following cases:
- a statutory withdrawal, under clause 7A;
- a payment that gave you no usable access, under clause 7B;
- a defect in the Software that we did not correct in time, under clause 7D; and
- any other refund the law that applies to you requires, under clause 12.
Otherwise, a payment for a period in which you had access is not refunded, as clause 3 explains. Clause 9A states what applies when a country of residence was false.
3. Payments for a period in which you had access
A payment for a period in which you had access is not refunded. The exceptions are a statutory withdrawal under clause 7A, a defect we did not correct in time under clause 7D, and the rights preserved by clause 12.
A payment of a kind described in clause 7B gives you no usable access and is refunded in full under that clause.
4. How to request a refund
To request a refund under this Policy, contact Support by email at support@zenktrading.com.
5. What to include in your request
The only information we need is the email address used for your Zenk account, except that for a refund under clause 7D you must identify the defect or the relevant Support correspondence so that we can match the request to the affected period.
You may include a reason for any other refund request, but a reason is optional.
6A. How refunds are issued
When a refund is issued under this Policy, XKC Trading FZ-LLC initiates it to the original payment method used for the payment.
If a refund cannot be completed through the original payment method, we email you to arrange payment of the full refund owed under this Policy. Once you send us the details of a bank account in your name and we have verified them, we arrange a bank transfer in the currency you were charged in. If that account cannot receive the transfer in that currency, or the transfer cannot be completed, we contact you to arrange another way to return the amount owed. We pay our bank's transfer charges. If an intermediary bank deducts charges before the money reaches your bank, we arrange payment of the verified shortfall so those charges do not reduce the refund owed under this Policy. If you have disputed the payment with your bank, we wait for the dispute to end and establish how much it returned before paying any remaining refund owed. We never pay the same refund twice.
6B. How long a refund takes to appear
When we initiate a refund to your original payment method, the request is submitted to your bank or card issuer. That refund usually appears on your statement as a credit approximately 5 to 10 business days later, depending on your bank. This is an estimate, not a promise. The timing can vary depending on your bank, card issuer, and card network, and Zenk does not control when it appears on your statement. If an alternative payment is arranged under clause 6A, this estimate does not apply.
If a refund is issued shortly after the original payment, it may instead appear as the original charge being removed from your statement, with no separate credit.
7. What happens to your access after a refund
After a confirmed refund, or a confirmed statutory withdrawal under clause 7A:
- each affected Zenk product fully disables;
- the affected download access is removed; and
- files already stored on your computer are not remotely deleted, but they provide no operational Zenk functionality without valid access.
Fully disabled means the affected Zenk product starts nothing new, and its controls are off.
When disabled, Zenk Guard stops enforcing its trading rules and protections.
Zenk Risk has one exception. If a Zenk Risk order or action was already under way when access ended, Zenk Risk may finish only that — and only while Zenk Risk stays started on that chart and ATAS stays open.
An entry order sent before access ended can still fill later, however long that takes. If Zenk Risk is still running on that chart and ATAS stays open, it may attempt to place the stop and target, but successful placement is not guaranteed. If you stop or remove Zenk Risk, or close ATAS, before the order fills, it can fill without a stop or target.
Apart from that, Zenk will not manage, cancel, close, flatten, protect, block, or modify any position or order.
There is no partial mode and no safety behaviour that keeps running. Finishing an action already under way is not protection, and you must not rely on it.
If you have an open position or a working order when access ends, check both in ATAS and manage them with ATAS's native controls.
If your plan included the Journal, your access to it ends as well. Clause 21 of the Terms of Service states what happens to your Journal.
Clauses 21 and 17 of the Software Licence Agreement explain these full-disable and download-access consequences.
7A. Statutory withdrawal
If the law where you live gives you a right to cancel this contract within a cooling-off period, and you exercise it validly, we refund you in full, less any amount that law lets us charge for the part supplied before you cancelled, and your access ends at the refund. Before payment you tick one box that accepts the five documents and expressly consents to us starting your subscription immediately after purchase; clause 7 of the Terms of Service sets out that box and what starting early means for any such right, including paying for the part supplied where the law lets you cancel after supply has begun.
7B. Payments that gave you no access
After access ends because a renewal payment did not succeed, a later payment that validly restores access under clause 10A of the Terms of Service is not refunded. If the subscription has already ended, or the period that payment would cover has already passed, the payment cannot restore access and we refund it in full.
A payment taken after a confirmed refund, confirmed chargeback or confirmed statutory withdrawal is also refunded in full and grants no access.
A payment for a next period that is taken while a suspension or an exceptional action applies to your whole subscription under clause 19 of the Terms of Service is also refunded in full and grants no access.
7C. Unpaid bills for months with no access
If a renewal payment did not succeed and access was never granted for that renewal period, the unpaid bill for it is cancelled. You are not charged for it later.
7D. A defect we did not correct in time
Clause 28A of the Software Licence Agreement states our commitment to correct a defect in the Software within 90 days of the day the defect first appears. It also states which defects it covers and how that day is counted.
If we did not release an update that corrects the defect within those 90 days, you may request a refund under clause 4. You keep that right if we correct the defect later.
What we refund. We refund, in full, every subscription payment whose billing period overlaps the affected period. The affected period starts on the day the defect first appeared. It ends on the day we released the update that corrects the defect or, if we have not released one when we refund you, on the day of the refund. A payment for a billing period that lies wholly before or wholly after the affected period is not refunded under this clause. No payment is refunded twice.
One subscription covers both Products, so each refunded payment is the whole subscription payment.
Your access. Clause 7 applies to a refund under this clause, whether or not we have corrected the defect.
Paid in full. A refund under this clause is not reduced by the limit of liability in clause 24 of the Terms of Service.
This clause is not your only remedy. Clause 12 applies.
8. Mid-period cancellation and partial refunds
Because access continues through the paid-through date, a mid-period cancellation does not create a pro-rata refund.
The same applies when Zenk decides not to renew your subscription: access continues through the paid-through date, and no pro-rata refund is created.
The same applies when you change from Zenk Complete to Zenk Core: your access to the Journal continues through the end of the paid billing period, and the change does not create a pro-rata refund. A payment for a change to Zenk Complete is a payment for a period in which you had access, and clause 3 applies to it.
Cancellation itself is governed by clause 14 of the Terms of Service.
8A. Access lost because a renewal payment did not succeed
If your paid access ends because a renewal payment did not succeed, and a later payment restores it, the time in between is not extended, credited, or refunded. Clause 10A of the Terms of Service explains when access ends and starts again.
9. Chargebacks
A confirmed chargeback ends the affected runtime and download access.
A chargeback that is alleged, pending, or disputed is not treated as confirmed for this purpose.
9A. A false country of residence
If your subscription ends under clause 4A of the Terms of Service because you did not live in the country you gave, or because you did not show where you live when we asked, no payment is refunded under this Policy. This does not affect a refund the law that applies to you requires (clause 12). It does not apply when a subscription ends after an honest mistake or a move under clause 4A.
10. Fees and currency
When Zenk initiates a refund under this Policy, it does so for the full amount owed under this Policy, in the currency you were originally charged in.
Zenk does not deduct its payment-processing costs from your refund.
11. Currency conversion by your bank
If your bank or card issuer converts the payment or refund into another currency, the amount shown in your account may differ because of its exchange rate or fees. Zenk does not control those conversions or charges.
12. Mandatory consumer rights
Nothing in this Policy excludes or limits any refund, remedy, or consumer right that cannot legally be excluded or limited.
The general savings clause in clause 25 of the Terms of Service also applies.
13. Refunds and cancellation are different
Refunds and cancellation are separate. Cancelling does not itself create a refund. As explained in clause 8, access continues through the paid-through date when a subscription is cancelled without a refund.
Refund eligibility and the refund request process are governed by this Policy. The cancellation process is governed by clause 14 of the Terms of Service.
14. Relationship to the Terms of Service
The Terms of Service state how the Zenk legal documents fit together and which document governs each subject. See clause 3 of the Terms.
XKC Trading FZ-LLC FDCW1185, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates support@zenktrading.com · +1 281 800 9865