Refund Policy

Last updated: 2026-05-29

1. Trial period

The software offers a 3-day free trial with full access to all features, so you can fully verify compatibility before paying.

2. Waiver of the right of withdrawal

Customers from Switzerland and the rest of the world (non-EU): the buyer’s right under Art. 40a of the Swiss Code of Obligations applies only to distance contracts with a professional seller for physical goods. For digital services activated immediately, there is no statutory right of withdrawal; the 3-day free trial replaces any cool-off period.

EU consumer customers: by purchasing the license and activating it after the trial ends, you agree to the immediate performance of the contract and expressly waive the 14-day right of withdrawal (Art. 16 lit. (m), Directive 2011/83/EU). The checkbox at checkout constitutes the express consent required by the Directive.

3. Exceptions — situations where we issue a refund

• Duplicate payment (the same transaction being charged twice).
• License key does not work for technical reasons attributable to the Operator and the problem cannot be resolved within 7 business days.
• Confirmed non-conformity defect (see section 4).

Refund requests should be sent to support@zilaplayer.com within a maximum of 14 days from purchase, including evidence of the issue (screenshot, transaction ID, etc.).

4. Your statutory rights remain unaffected

The waiver of the 14-day right of withdrawal under Art. 16(m) does NOT affect:

a) The 2-year conformity warranty (Directive 2019/770 on digital content)

For cases where the software:

• does not function according to the public description on the website,
• presents major technical defects attributable to the Operator,
• is not compatible with the technical specifications announced (operating systems, supported formats).

b) The right to remedy, replacement or refund in case of non-conformity

Under Directive 2019/770, our primary obligation is to remedy the non-conformity. If the remedy is not possible or does not resolve the issue, you are entitled to a full refund.

c) Chargeback rights

You have the right to a chargeback through your issuing bank (credit cards) or through the Stripe payment processor, in accordance with the rules of the payment card schemes (Visa, Mastercard) and Stripe’s policies.

5. Procedure in case of non-conformity

Contact us at support@zilaplayer.com with a description of the issue and steps to reproduce. We will attempt a fix within a maximum of 7 business days. If that is not possible, we will issue a full refund without further formalities.

6. Alternative dispute resolution

If we cannot reach an amicable solution, you have the right to use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.