Refund Policy
Last updated: 2026-08-16
1. Trial period
The software offers a 9-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 9-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).
Write to support@zilaplayer.com within a maximum of 14 days from purchase, including evidence of the issue (screenshot, transaction ID, etc.). We assess the request and arrange the refund. The money itself is returned by Stripe, which took the payment as merchant of record, so it arrives on the card or account you paid with.
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 Stripe, which took the payment as merchant of record, in accordance with the rules of the payment card schemes (Visa, Mastercard) and Stripe’s policies. Please write to us first — a defect we can fix in a day costs you nothing, and a chargeback also cancels the licence.
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. If we cannot agree
Write to us first at support@zilaplayer.com — almost everything is settled there. If the disagreement is about the payment itself (the charge, the receipt or a refund of the amount), it can also be raised with Stripe, which takes the payment as merchant of record.
Consumers resident in the EU can additionally approach a consumer dispute resolution body in their own country. The European Commission publishes the official list here: consumer-redress.ec.europa.eu/dispute-resolution-bodies. The Commission’s Online Dispute Resolution platform, which this page previously linked to, was discontinued on 20 July 2025 and has no replacement.