Identify the payment
Find the receipt for the payment you want reviewed. Check the seller, plan, billing period, amount and currency. If two charges appear to cover the same purchase, note both references and dates so each transaction can be traced.
Purchases billed by Paddle
If your receipt names Paddle, use the support link on the receipt or choose the refund option in Paddle buyer support. Use the email address entered at checkout and identify the initial purchase or the renewal payment you are asking about.
Purchases billed directly
For a direct purchase, email legal@zzolv.com with your company name, order reference, payment date, amount and reason for the request. A receipt can help locate the charge. Redact bank details and third-party information before sending it.
Eligibility and time limits
For direct purchases, the terms accepted at checkout and applicable legal rights determine eligibility. For a Paddle purchase, you may request a discretionary refund within 14 days of the transaction. Paddle assesses each request individually. Statutory withdrawal rights and remedies for defects depend on factors including your country and whether you purchased as a consumer. See the Paddle refund policy applicable to your purchase.
Access or technical issues
If a feature included in your plan remains inaccessible, open a ticket from the Support tab in your SCALERP account. Include the module, error message and expected result. If the problem persists and Paddle billed the purchase, include the ticket reference and the support reply when contacting Paddle.
Stop future charges
To stop a Paddle subscription from renewing, open the subscription management link in the receipt and choose cancellation. Cancellation takes effect at the end of the billing period. To ask for money back on a previous charge as well, submit a separate refund request identifying that payment.
Track an approved refund
Keep the confirmation and transaction reference. Paddle uses the original payment method where possible. If you cannot locate a confirmed credit, reply to the team that confirmed it, quoting the confirmation date and transaction reference. A Paddle refund ends access to the product concerned.