We want venues to be confident when they purchase a hellozlou licence. This policy sets out when a refund is available.
1. Monthly plan — no refunds
You can cancel at any time. The plan stays active until the end of the month you have paid for and is not charged again. Payments for the monthly plan are not refunded.
2. Season pass — full refund before going live
If the system has not gone live in the venue within 3 days of purchase, you may request a full refund. "Going live" means the venue has started accepting guest orders through hellozlou in a real service setting.
3. Season pass — no refund after going live
Once the venue has gone live and begun accepting orders, the season pass is considered consumed. Refunds are not available after that point, except where required by applicable law.
4. How to request a refund
Email info@hellozlou.com with the venue name, date of purchase, and the reason for the request. We will review it and respond within 10 business days.
5. Legal rights
This policy does not affect any statutory rights you may have under consumer-protection or other local law. If a mandatory refund applies under law, we will honour it.
For refund questions, please contact info@hellozlou.com.