Last updated: 2026-08-10
Paid tiers are prepaid and do not auto-renew, so there is no recurring charge to cancel. This page covers the one case that does come up: you paid, and it was not the right call.
This policy covers purchases of a Zapi paid tier made through Pakasir, our payment gateway. It forms part of the Terms of Service at /terms. The Free tier costs nothing and needs no card, so nothing here applies to it. Try the endpoints you need on Free first: the quota on /pricing is there so you can evaluate before paying.
An order that has not been paid yet can simply be abandoned. Unpaid QRIS and virtual account orders expire on their own, and you can cancel one from the checkout page while it is still pending. No charge is made and there is nothing to refund. Once a payment settles, the order can no longer be cancelled and the sections below apply instead.
We refund a settled payment in these cases: • Duplicate payment. You paid twice for the same period. The extra payment is returned in full, always. • Payment settled but the tier was not applied. If the money left your account and your plan did not change, we either apply the tier or refund it in full, your choice. • Wrong tier, requested within 7 days. If you bought a tier within the last 7 days and have used no more than 10% of the quota it added, we refund it in full or move you to the tier you meant to buy. • Sustained service failure. If the Platform is materially unavailable for more than 72 consecutive hours inside a period you paid for, we refund that period pro rata. Availability is measured against /status.
• A period that has been substantially used. Past the 7-day window, or past 10% of the added quota, the period is considered consumed. • A period already expired. Paid periods end on their expiry date and do not roll over. • Termination for breach. If an account is terminated for a material breach of the Terms or the Acceptable Use Policy at /aup, the unused portion is not refunded. • Payment gateway fees. QRIS and virtual account transfers carry a fee that is charged on top of the price and is not recoverable by us. Where a refund is due, that fee is deducted from the amount returned. It is shown at checkout before you pay. • Quota you consumed at a rate you did not expect. Usage is visible in the dashboard in real time.
Email [email protected] with the subject "REFUND" and include: • The order ID from the checkout page or your invoice. • The email registered on the account. • Which case above applies, in a sentence. We reply within 3 business days with a decision or a question. If we need something else to assess it, we ask once rather than in a chain.
QRIS and virtual account payments cannot be reversed the way a card charge can, so approved refunds are transferred manually to a bank account you nominate. We will ask for the account number, bank, and account holder name, which must match the person who paid. Transfers are made within 14 business days of approval. Bank processing time sits on top of that and is outside our control. We send the transfer reference by email once it is out.
Where a voucher or discount was applied, a refund returns what you actually paid, not the list price. A voucher consumed on a refunded order is not reissued unless the refund was our fault, in which case it is restored to your account.
Nothing in this policy limits rights you have under Law No. 8 of 1999 on Consumer Protection or Government Regulation No. 80 of 2019 on Trading Through Electronic Systems. Where this policy gives you less than the law does, the law applies.
If you disagree with a refund decision, reply to the same thread and ask for it to be reviewed. Unresolved disputes follow the dispute resolution clause in the Terms of Service at /terms.
Refund requests and questions about this policy go to [email protected]. Billing history and invoices are in the dashboard under Billing.