Your subscription

Plans and seats, where billing is managed, how to pay, and how to cancel.

Only the Family Manager can change the subscription.

Almost everything to do with money happens on this website. When you tap Manage subscription in the app, it opens the website and signs you in on the way, so there is nothing to type. The exception is iPhone and iPad — see Buying inside the app below.

Plans and seats

There are two plans, and the difference is how many people they cover.

• Individual — one person. Cloud sync across up to three devices, typically a phone, a tablet and a laptop. There is no family to manage: the books and recordings are yours alone, and there is no invite form or seat count on it.
• Family — up to six people, with the Family Manager, Parent and Reader roles.

If an invitation is refused because you are full, either remove somebody who no longer uses Zen Reader, or buy seats — they are sold in pairs, from the subscription page.

Live prices are on the pricing page — that is the only place they are kept, so it is always the current figure.

Moving from Individual to Family

Reading with a second child is a plan change rather than a new subscription. When it applies to you, Upgrade to Family appears on Manage subscription, and it keeps the subscription you already have — same renewal date, no second checkout.

• During a free trial, nothing is charged today and the trial keeps its end date. If you stay, you are charged the Family price rather than the Individual one when it ends.
• On a paid year, your card is charged the difference for the rest of the year you have already paid for, and your renewal date does not move.

You are shown what will happen and asked to confirm before anything changes. If a subscription was bought through the App Store, the change happens there instead — see Buying inside the app below.

Ways to pay

Card — start with 14 days free. We remind you before the trial ends, and you can cancel during it and pay nothing. It renews each year until you cancel.

PayNow (Singapore bank accounts only) — pay for the year today by scanning a QR code in your banking app. Same price, and a first purchase runs 12 months plus 14 bonus days, so you are no worse off than somebody who took the free trial. Nothing renews automatically: when the term ends, you buy again if you want to carry on.

Where to do what

• Your account — your email address, your password and your contact details.
• Manage subscription — your plan, its status, the renewal or end date, the seat count and Buy seats, cancellation, and Ask for a refund.
• Purchases — past invoices and receipts.
• Cancel — cancel, or withdraw from your contract.
• Right of withdrawal — the 14-day right and the model withdrawal form.

Renewal and price changes

Card subscriptions renew automatically until you cancel. If a price is going to change at your next renewal, we email you well in advance — enough notice to cancel first if you would rather not continue.

Cancelling

Use the cancel page. It works without signing in, deliberately: you should never need an account you cannot get into in order to end a contract. It asks which you mean — cancelling the subscription, or withdrawing within 14 days — and you get an emailed confirmation with the date and time.

You keep access until the end of the period you have already paid for; cancelling does not cut you off that day.

If you get a cancellation email you did not ask for, it carries a link to say so. Follow it — we will put it right, and your access is unaffected in the meantime.

Your books, recordings and reports stay in your account. Cancelling a subscription is not the same as deleting your account — for that, see Settings → Delete account, which is permanent.

Once the paid period actually runs out, we keep your family's data for three months, and during that time you can download all of it from zenreader.co/export. We email you when the subscription ends, a month before the deadline and a week before it, each time naming the date. After that date we delete it and it cannot be recovered — and subscribing again before then stops the deletion entirely. See Export your data for the detail.

The 14-day right of withdrawal

Every customer has it, wherever they live — it is the law in the EU and UK, and our promise everywhere else. The 14 days run from the day you subscribe, including when that starts as a free trial, and they do not start again when the trial converts to a paid year. The control is on the cancel page; the full explanation and the model form are at zenreader.co/withdraw.

Refunds otherwise are covered by the refund policy.

Asking for a refund

When there is a payment we can refund, Manage subscription shows what you paid and when, and an Ask for a refund button. It asks you to confirm, and lets you say why — optional, but it helps.

• A person reads every request. The button sends us a request; it does not issue the refund itself, so nothing changes on your account the moment you press it.
• Your access carries on while we look at it.
• We email you with the answer. If you have already asked, the page says so and does not offer the button again — there is no need to ask twice.
• Where the 14-day right of withdrawal applies, any refund due is paid within 14 days of your request.

If you bought through the App Store, Apple handles refunds — see below.

Buying inside the app

On an iPhone or iPad, Apple requires purchases to happen in the app, so Zen Reader shows the plans there and Apple takes the payment. Restore purchases brings back a subscription you have already bought if you sign in on a new device.

The plans are reached from Settings → Product tier → Manage subscription, which on an iPhone or iPad opens the plans inside the app rather than the website. Choosing a different plan there changes the subscription you already have — Apple works out what you pay and you are not charged twice.

Two things follow from Apple handling it:

• Apple manages the billing, and only you can cancel it — we cannot do it for you. On an iPhone or iPad: Settings → your name → Subscriptions → Zen Reader → Cancel Subscription. On a Mac: App Store → your name → Account Settings. Refunds go through Apple at reportaproblem.apple.com.
• If your family already subscribes through this website, there is nothing to buy in the app and it says so.

A purchase may need a parent's approval if the device uses Ask to Buy; once approved, Zen Reader unlocks by itself and you do not pay twice. If the device is not allowed to make purchases at all, that is usually Screen Time restrictions.

Something looks wrong

Email support@zenreader.co with the date and the amount, and we will sort it out. If you have somehow ended up paying both Apple and us, tell us — we will untangle it.