LEGAL

Refund Policy

Last updated July 2026

Refunds go through Apple

Zella Free is free forever and costs nothing to stop using. Zella Pro and Zella Founder are one-time in-app purchases billed by Apple through the App Store, as a Universal Purchase covering Mac and iPhone.

Apple holds your payment details and processes every refund. We never see your card, and we cannot issue, approve or deny a refund on Apple’s behalf - not because we would rather not, but because we have no mechanism to. Apple’s standard App Store refund policy applies to every purchase.

Try before you buy, deliberately

You should rarely need this page, because Zella is built so you can find out before paying:

  • Zella Free is not a trial. It never expires and includes the complete editor and all of the on-device AI, watermark-free.
  • Pro Week gives every new installation the complete Pro feature set free for seven days - no card, no account, nothing to cancel.

If Pro turns out not to be for you, the honest answer is usually that the free tier is enough, and it stays available.

How to request a refund

  1. Go to reportaproblem.apple.com.
  2. Sign in with the Apple ID you purchased with.
  3. Find Zella Pro or Zella Founder in your purchase history.
  4. Choose Request a refund and pick a reason.

Apple usually decides within a few days and will email you the outcome. You can also reach the same flow from Settings › your name › Media & Purchases › Purchase History on iPhone, or the App Store’s Account page on Mac.

Your statutory rights to a refund - including the 14-day right of withdrawal for consumers in the EU and UK - are unaffected by anything on this page, and are exercised through Apple as the seller.

After a refund

Once Apple refunds a purchase, the app notices the next time it checks your entitlement with the App Store, and the Pro or Founder features switch off by themselves. There is nothing to email us about, and nothing you made stops being yours - projects and exports created while you had Pro remain on your device and remain yours to use.

A project that exceeds the free ceilings can still be opened and edited; it will need to be trimmed to 2 minutes or exported at 1080p to export again on the free tier.

If something is actually wrong

Refunds are Apple’s process, but a bug is ours. If you were charged twice, the wrong tier unlocked, a purchase did not restore across your devices, or a Pro feature is not working after you paid, contact us at support@zellahq.com or through the support page. We would much rather fix the problem than have you ask Apple for your money back over something we can repair.

If a purchase simply has not appeared, try Restore Purchases in the app first: entitlements are tied to your Apple ID, so this resolves most cases immediately, including on a new device.