Refund & Cancellation Policy

Refunds are processed according to this Policy and applicable law.

Standard refund processing time is 5–10 business days after approval; actual posting may take longer depending on banks/payment providers.

Refunds will not exceed the amount actually paid for your order (minus any non-refundable processor fees).

Tokens already used for Services (draft generation, exports, AI improvement, or manager review) are generally non-refundable.

Token packages can be refunded only if unused; once tokens are spent, refunds are not possible except in cases of technical fault.

Promotional credits, discounts, and bonus tokens are normally non-refundable unless required by law or explicitly stated otherwise.

Refund requests must be sent to info@careerzen.co.uk with your order details.

This Policy may be updated; significant changes will be communicated as described below.

By expressly requesting immediate access to Services (e.g., downloading or generating a CV), you may lose the statutory cancellation right — see section 4.6.

Order / Service Fee — the amount you paid for token packages.

Token Package — prepaid balance of tokens purchased to access Services.

Used Tokens — tokens deducted for generating drafts, exporting files, or using AI/manager services.

Unused Tokens — tokens remaining in your balance that have not yet been spent.

Promotional Credits — bonus tokens or discounts awarded under promotions.

4.1 Refund cap. Refunds will not exceed the amount you paid for the relevant purchase (less any non-refundable payment fees). Refunds are made in the original purchase currency where possible.

4.2 Used tokens. Once tokens have been used for Services, refunds are generally not available, except where the Service was materially defective and could not be remedied.

4.3 Cancellation before use. If you cancel before using purchased tokens, we will refund the remaining amount minus any reasonable costs already incurred.

4.4 Defective or non-conforming output. If a generated CV/resume is materially defective or does not match the specification, we will first attempt to correct it (revisions/regeneration). If the issue cannot be fixed within a reasonable time, a partial or full refund may be issued.

4.5 Promotions. Promotional credits, discounts, or bonus tokens are normally non-refundable unless required by law.

4.6 Immediate use / loss of cancellation right. If you request an immediate start and confirm you waive the cancellation right (or if you download or use generated files), your statutory cancellation right may no longer apply.

4.7 Custom services. Where a personal manager is engaged, once the review process has begun, refunds are not available unless otherwise agreed in writing.

Send an email to info@careerzen.co.uk with the following:

• Order reference number.

• Account email used for purchase.

• Whether the request concerns unused tokens, cancellation, or an issue with generated files.

• For defective outputs: description of the issue and evidence (screenshots, file names, timestamps).

• Preferred refund method (normally refunded to the original payment method).

Upon receipt we will:

• Acknowledge your request within 5 business days.

• Investigate and, if needed, request further details.

• Provide a decision and, if approved, initiate the refund within 5–10 business days of approval (posting time depends on your provider).

6.1 We review order/payment records, token logs, file generation history, and any evidence you submit.

6.2 Approved refunds are normally returned to the original payment method; if not possible, an alternative may be offered (e.g., bank transfer).

6.3 If a claim is refused, we will explain the reasons and outline possible next steps.

Unused tokens: You purchased £20.00 = 2,000 tokens, used 300 tokens → 1,700 unused tokens. If you request a refund, the value of unused tokens may be refunded (less fees).

Used tokens: If you spent tokens to generate/download a CV, refunds are only possible where the output is materially defective.

Promotional tokens: 100 bonus tokens received in a promotion → non-refundable.

Currency conversion: All refunds are calculated from GBP base currency (1.00 GBP = 100 tokens) and converted to your original payment currency at current exchange rates.

Email: info@careerzen.co.uk

Registered office: EVERFINA LTD, 20 Wenlock Road, London, England, N1 7GU