Refund policy

Last updated 5 October 2026

We want you to be sure before you pay: every feature of Z9 Monitor can be tried free for 14 days on your own servers. This page explains when we refund a payment and how to ask for it.

1. Try before you buy

The 14-day trial includes every feature, needs no credit card and ends by itself – you are never charged for a trial.

2. First purchase: 14 days

If you are not satisfied with your first purchase of Z9 Monitor – a monthly or yearly subscription, or a perpetual licence bought by quotation – ask for a refund within 14 days of the payment. We refund the amount you paid minus the fee our payment provider charged for that payment (for card payments this is Stripe's actual fee, usually around 3%). The licence ends when the refund is made.

3. Renewals are not refunded

Renewals of monthly and yearly subscriptions, and maintenance renewals of perpetual licences, are not refundable. We send you an e-mail 7 days before a yearly renewal. You can cancel at any time: the subscription then stays active until the end of the period you have paid for and is not charged again.

4. Full refund when the mistake is ours

We refund in full, without deducting any fee, when:

• you were charged twice, charged the wrong amount, or charged after you cancelled;
• a serious defect stops Z9 Monitor from working as described and we cannot fix it within 30 days of your report – we refund the unused part of the current period;
• we stop offering Z9 Monitor – we refund the unused part of the current period.

5. What is not refunded

• requests made more than 14 days after the payment (except the cases in point 4);
• renewals (point 3);
• the remaining days of a period after you cancel;
• services already delivered, such as installation, training or custom development;
• licences ended because the licence agreement was breached.

6. How to ask for a refund

Write to [email protected] from the e-mail address you used for the purchase and include your order number (Z9-ORD-…) or invoice number. We reply within 2 business days. Approved refunds are made within 5 business days to the original payment method; your bank may need another 5–10 business days to show it. Payments made by bank transfer are refunded by bank transfer, less the bank's charges.

7. Payment disputes

Please contact us before you dispute a payment with your bank – most questions are solved within a day. While a payment dispute (chargeback) is open, the licence for that payment is suspended; it is restored if the dispute is closed in our favour or withdrawn.

8. Good to know

We sell to businesses. This policy is governed by the laws of Malaysia and does not limit any rights you have under the law. See also our terms of sale.