Summary and Scope
This Refund Policy explains how refunds for Morph AI subscriptions work. Morph AI subscriptions are purchased through the Google Play Store and managed via RevenueCat. Because payments and subscription records are handled by Google Play, Google Play’s refund rules and timelines control most refund outcomes. ZovioTech supports refund requests, provides evidence and technical logs when needed, and helps users navigate the process, but ZovioTech cannot directly issue or force refunds that must be processed by Google Play. This policy applies to all subscription tiers offered in the app (Basic, Pro, Elite), to the free credits given to guest and registered users, and to credits and features tied to subscriptions. It also explains the limited circumstances in which ZovioTech can help further, the data we may need to review a request, and how disputes can be escalated.
How Payments and Subscriptions Work
All purchases for Morph AI subscriptions are completed through Google Play. Subscription billing, renewal, and payment disputes are controlled by Google Play and the payment provider linked to your Google account. We use RevenueCat to manage subscription state and entitlements inside the app, but RevenueCat does not replace Google's billing and refund flows. Subscriptions automatically renew through Google Play until you cancel them in your Google Play subscription settings. Each subscription tier issues a monthly allocation of credits. Credits allocated as part of a subscription expire if they are not used within the subscription period. Guest users and registered users both start with an initial 20 free credits and both see ads while free; subscribers receive monthly credits according to the tier purchased and may not see ads depending on the plan.
Where Refunds Are Processed
Refunds must be requested and processed through Google Play. To initiate a refund you should use the Google Play app: open Play Store, go to Account → Order History, find the Morph AI purchase, and select "Request a refund" or "Report a problem." Google Play usually evaluates refund eligibility and follows their internal policy and timeframes. ZovioTech can provide supporting information such as usage logs, technical diagnostics, and account details stored in our systems to help a refund claim, but we cannot process the refund directly or bypass Google’s systems.
Typical Google Play Refund Guidelines
Google Play commonly allows refunds within a short window after purchase (often 48 hours), and Google may approve additional refunds at its discretion for technical or billing issues. If you request a refund for a recent charge, Google Play will review the request, check purchase and usage records, and contact you with their decision. Approved refunds are returned to the original payment method. The time for funds to appear in your account depends on the payment processor and bank and may take several business days.
What Qualifies for a Refund
While Google Play makes the final decision, the situations that commonly support refund requests include persistent technical failures that prevent you from using the subscription features, duplicate or clearly incorrect charges, unauthorized purchases, extended service outages that block access to subscription benefits, accidental purchases (for example, by a minor on your device), and material misrepresentation where the delivered product substantially differs from what was advertised. If your problem matches one of these scenarios, provide evidence when requesting a refund: order number, account email, purchase date, screenshots, error messages, and device/app logs if possible.
What Normally Does Not Qualify
Refunds are generally not granted for change of mind, normal credit consumption, partial usage of credits, dissatisfaction with AI output quality (models may vary and produce different results), or feature limitations that are disclosed in the app or documentation. Refunds are also usually denied for subscription periods already consumed or after the consumer protection window defined by Google Play has passed. If your account was suspended for Terms of Service violations, refund eligibility is unlikely, except where the suspension was a clear mistake and later reversed.
Credits, Usage, and Refunds
Subscriptions grant monthly credits to use the app’s AI features. Credits are consumed as you use the services. Credits that have already been used are treated as consumed services and are not refundable. Unused credits generally do not increase refund eligibility on their own. Exceptions may be considered when a technical issue prevented credit use for a substantial part of the billing period, when the service was unavailable for a prolonged time, or when a subscription benefit was materially changed without adequate notice. Any consideration of credit-related refunds will depend on the purchase timing, evidence of the issue, and Google Play rules; ZovioTech will work with you and Google Play to present the evidence needed.
How We Support Your Refund Request
If you contact ZovioTech for help, we will gather relevant logs and records stored in our systems (Supabase PostgreSQL and RevenueCat subscription records) to help validate your claim. We can provide technical summaries of crashes, server-side errors, usage logs showing lack of feature access, and subscription state information that Google Play may request. We will keep such evidence only as necessary to respond to your request and in line with our Privacy Policy. We aim to respond to support inquiries within 48 hours on business days; for complex investigations we may take longer while we gather logs and coordinate with third-party providers.
Required Information for Support
To help us evaluate and escalate your refund request, please include the Google Play order number, the email address associated with your Morph AI account, the device model and OS version where the purchase occurred, the app version, the date and time of purchase, and a clear description of the problem. Attach screenshots or short screen recordings showing the issue and include any error messages. If you contact us from a different email than the account on file, please tell us the account email so we can locate the purchase.
Refund Timeline and Processing
Typical timeline expectations are: submit a refund request to Google Play immediately after the issue; Google Play usually reviews straightforward requests within a few days but can take longer for complex cases; if Google approves a refund, the time to receive funds depends on your bank or payment processor and may range from a few business days to several weeks in rare cases. ZovioTech will inform you when we provide supporting logs to Google Play, but final approval and processing remain under Google’s control.
Special Circumstances and Exceptions
If Morph AI is discontinued or a subscription tier is substantially changed to remove core benefits, we will work to provide a fair remedy which may include pro-rata refunds for unused subscription periods or credit compensation, depending on the circumstances and Google Play rules. If a purchase was clearly made by a minor without parental permission, Google Play may accept refund requests; we will provide evidence and cooperate with Google Play to support such claims. For account terminations due to policy violations, refunds are not normally available, but if a termination is later found to be in error we will cooperate with Google Play to consider refunds.
Dispute Resolution and Chargebacks
If you disagree with a Google Play decision, you may first contact Google Play support again to request reconsideration. You can also contact ZovioTech at contact@zoviotech.com for additional technical evidence. If you still cannot resolve the issue, you may pursue a dispute through your bank or card issuer’s chargeback process, noting that chargebacks may result in temporary account suspension while the dispute is investigated. We prefer to resolve disputes directly, so please reach out to us — we will provide the records and logs that help clarify what occurred.
Privacy and Data Access During Refunds
When you request a refund we may access your account, purchase, and usage data stored in Supabase and RevenueCat to evaluate the claim. We handle that information according to our Privacy Policy and applicable law. We do not share personal data with advertisers or sell user data. Any logs shared with Google Play or payment processors are limited to what is necessary to support the refund claim and are handled securely.
How to Contact Support
For refund help, technical support, or to request evidence that supports a Google Play refund, contact ZovioTech Support at contact@zoviotech.com. Please provide the Google Play order number, account email, a short description of the issue, app version, device model, and any relevant screenshots or logs. We aim to acknowledge support requests within 48 hours on business days and will provide updates as we gather information.
Policy Changes
We may update this Refund Policy periodically to reflect changes in service, Google Play rules, or legal requirements. Material updates will be posted on morphai.zoviotech.com and the “Last Updated” date shown at the top of this page will change. When possible, registered users will receive an in-app or email notice of important changes. Continued use of the service after changes implies acceptance of the new policy terms.
Final Notes
ZovioTech is committed to fair customer support and will help you through the refund process to the fullest extent allowed by Google Play and applicable law. While we cannot guarantee any particular refund outcome, we will collect and submit the evidence Google Play needs, explain technical problems, and aim to reach a fair resolution whenever possible. For urgent issues, include “URGENT REFUND” in your email subject line to contact@zoviotech.com so we can prioritize the review.