Delivery and Refund Terms - Zimbra Support

Service Delivery

Zimbra Support does not sell physical products. Purchased services are digital/professional services such as remote technical support, maintenance, installation, migration, security configuration, backup, and consultancy.

After payment approval or quote acceptance, service planning is made and the customer is contacted by email, phone, or support portal.
Delivery is deemed completed when the technical work is completed, the support request is resolved, or reports/outputs are shared with the customer.
Service timing may vary depending on the selected package, request scope, access information timing, and system state.

Cancellation for Service Sales

If cancellation is requested before the service starts, a full refund process is initiated according to payment method and collection status. Service start means that the technical team accesses the system, performs analysis, starts configuration, or works on the support request.

After the service starts, cancellation requests are evaluated considering completed labor, time spent, third-party license/infrastructure costs, and customer-specific outputs.

Refund Terms

A full refund may be issued if the service has not started and no access/planning work has been performed.
Completed installation, analysis, migration, emergency intervention, reporting, and customer-specific consultancy services are non-refundable.
For partially completed services, refunds are evaluated based on the remaining/not-yet-started service scope.
In case of incorrect or duplicate payment, transaction records are checked and the appropriate refund process is initiated.

Refund Process and Payment Infrastructure

Refund requests must be submitted in writing to our company email address or through the support portal. Approved refunds are initiated through the original payment method. The time required for the refund to appear on the card may vary depending on bank and payment provider processes.