ZITADEL Refund Policy

Last updated on August 11, 2026

This policy is an annex to the Terms of Service and outlines your responsibilities, as well as our procedures, for handling situations where you are requesting a refund for your ZITADEL Cloud services.

It applies specifically and exclusively to billing and subscription charges for ZITADEL Cloud subscriptions processed by ZITADEL, and does not cover credits or refunds related to Service Level Agreement (SLA) breaches.

Why do we have this policy?

Users may request a refund for various reasons, such as a misunderstanding of our pricing structure, billing errors, or accidentally enabling unneeded resources that result in unexpected overages.

Because we provide ongoing access to cloud resources and digital infrastructure, we must establish clear boundaries regarding when charges can be reversed. This ensures fairness and predictability for all customers while protecting our infrastructure capabilities.

To assist with such requests, we will require specific billing information and may request additional details throughout the process.

ZITADEL reserves the right to decline any refund request without providing a reason if the request falls outside the defined scope, violates our terms, or if the required information cannot be verified.

Scope of This Policy

This policy applies to the following situations:

• Unexpected overage charges due to accidentally enabling unneeded resources (e.g., unintentionally exceeding the included quota for features like external Identity Providers).
• Accidental auto-renewals of active ZITADEL Cloud subscriptions.
• Overcharges resulting from verified billing system errors or service failures.

Out of Scope

The following types of refund requests are not covered by this policy and are strictly non-refundable:

• Usage-based fees: Standard charges for intentionally consumed resources cannot be refunded once consumed.
• Historical charges: We do not provide refunds for previous billing cycles due to lack of instance usage.
• Accounts suspended or terminated due to Terms of Service violations.
• Free accounts/Instances.
• Instances in the Startup plan.

Process

Before submitting a request for a refund, please ensure that your request falls within our standard guidelines:

• Accidental Overages: If you were charged for exceeding your subscription quota due to a misconfiguration or accidental enablement of features, you may request a refund for those specific overage charges within 3 business days after the invoice is issued.
• Subscription Renewals: You may request a refund for an auto-renewal within 3 business days of the renewal date, provided you have not actively used the product or intentionally consumed resources during that new billing cycle.

Submitting a Refund Request

Please visit the support page in the customer portal, or email us at support@zitadel.com:

• State clearly in the subject line that this is a Refund Request for a ZITADEL Cloud account or a specific instance.
• Include the date of the charge, the relevant invoice number, and state the reason why you are requesting a refund.

Please allow us time to validate your request. Our support team will follow up with additional verification steps if needed. If your request is approved, please note that it may take 5 to 10 business days for the funds to appear on your bank statement.