Reading packs are digital content delivered the moment you buy them. This page explains what can and cannot be refunded, who executes refunds, and how long it takes. If anything went wrong with your purchase, write to hello@zouwu.net — we answer within 3 business days and we will help.
A reading pack is digital content. It is delivered and becomes usable immediately after purchase — there is no physical shipment and nothing is sent by post. Payments are completed through our Merchant of Record, which acts as the seller of record for the transaction.
Purchases are processed by our Merchant of Record, and refunds are assessed and executed by that Merchant of Record under its own payment rules. We support the process from our side: contact us first, and once we have verified your request we will ask the Merchant of Record to issue the refund.
Once a pack has been delivered, readings that have already been used cannot be refunded: the digital content has been rendered and consumed at your express request. What can be refunded is the unused portion of a pack, as described below.
If a pack still has unused readings and you ask within 14 days of buying it, the unused portion is refundable — in full if nothing has been used, pro rata if some readings have been consumed. You do not have to explain why. Email hello@zouwu.net with your order reference and we will verify the remaining balance and start the refund.
If a pack was not credited to your balance, you were charged twice, or a technical fault made the site unusable, email hello@zouwu.net with your order details. We will verify the case and ask the Merchant of Record to refund the unused readings, in full or pro rata. For these cases the 14-day window does not apply — write to us whenever you notice the problem, and technical faults are handled as a priority.
If you are a consumer in the European Union or the United Kingdom, nothing in this policy affects your statutory rights. Please note that reading packs are digital content supplied immediately at your express request, with the acknowledgement that delivery begins at once; under consumer law this can affect the usual 14-day withdrawal right once delivery has started. This section does not limit any right you hold under mandatory law.
Once a refund is approved and submitted to the Merchant of Record, it is typically back on your original payment method within 5–10 business days, depending on your bank or payment provider.
Refund questions: hello@zouwu.net. Please include your order reference so we can find your purchase quickly. We reply within 3 business days.