Cancellation policy
Purchase Options Cancellation Policy
Some items on zwim.com may be offered as a subscription, a pre-order, or try before you buy. This Cancellation Policy explains how you can change or cancel these kinds of purchases.
It applies to products and services sold by ZEN8 Sports Ltd (registered in England and Wales), trading as ZWIM, and should be read alongside our Terms of Service and our Refund and Returns Policy.
Your statutory rights as a consumer are not affected by this policy.
1. Scope
This policy covers:
- Subscriptions — recurring purchases (for example a recurring app or service plan).
- Pre-orders — buying a product that is out of stock or not yet released.
- Try before you buy — taking delivery of an item, deciding within a set period whether to keep it, and only being charged in full if you keep it.
One-time purchases of in-stock hardware are covered by our Refund and Returns Policy instead.
2. Subscriptions
When you buy a subscription you receive repeat access or repeat deliveries based on the duration and frequency you choose. Your payment details are stored securely with our payment provider, and you are charged for each delivery unless you pay in advance.
What we tell you at checkout
Before you confirm a subscription we will tell you:
- the price for each billing period,
- the billing frequency (e.g. monthly or annual),
- the date of the first charge,
- when subsequent charges will be taken,
- the minimum commitment, if any,
- how to cancel.
By confirming, you authorise us (and our payment partners, such as Shopify Payments and Klarna) to charge your selected payment method on each billing date until you cancel.
Auto-renewal
Subscriptions automatically renew at the end of each billing period at the then-current price. We will let you know in advance of any price change in line with applicable law.
If a payment fails, we may retry the charge over a short period and pause the subscription. We will email you so you can update your payment method.
How to cancel a subscription
You can cancel at any time:
- In your account — sign in at zwim.com, open your order confirmation email and use the manage-subscription link, or go to "Subscriptions" in your account and select "Cancel".
- By email — write to support@zwim.com from the email address on your account, telling us which subscription to cancel. We will confirm cancellation within 2 working days.
You don't need to give a reason. There are no cancellation fees on standard subscriptions, unless we have clearly told you otherwise at sign-up (for example a discounted minimum-term plan).
When subscription cancellation takes effect
Unless we say otherwise, cancellation takes effect at the end of the current billing period. You keep access until then. We do not charge you for the next period.
If you cancel during a free trial, the subscription ends at the end of the trial and you are not charged.
If you would like the subscription to end immediately, tell us in writing. Refunds for the unused portion of a paid period are not automatic — see Section 5.
3. Pre-orders
When you place a pre-order you are buying a product that is out of stock or not yet released. We may take no payment, a deposit, or full payment at checkout, and we may store your payment method to take the remainder when the product is fulfilled. The exact terms are shown at checkout for each pre-order.
What we tell you at checkout
Before you confirm a pre-order we will tell you:
- the estimated dispatch or release window,
- whether you are paying a deposit, the full amount, or nothing now,
- when the remaining payment (if any) will be taken,
- whether the price is locked at the time of the pre-order.
The estimated dispatch window is an estimate, not a guarantee. We will email you if it changes materially.
How to cancel a pre-order
You can cancel a pre-order any time before it is fulfilled (i.e. before we ship the product or, for digital products, before we activate it).
To cancel:
- email support@zwim.com with the subject "Pre-order cancellation — [your order number]", or
- use the cancellation link in your order confirmation email where available.
If you have paid a deposit or full amount, we will refund what you have paid to your original payment method, normally within 14 days.
After a pre-order is fulfilled
Once your pre-order has been fulfilled, you can no longer cancel the pre-order itself, but you have the same rights as on any other order:
- the statutory 14-day cooling-off right if you are a UK or EU consumer,
- our 30-day satisfaction guarantee on eligible hardware,
- statutory rights for faulty, damaged, or mis-described items.
See our Refund and Returns Policy for full details.
If we cancel a pre-order
In rare cases we may have to cancel a pre-order ourselves — for example if production is significantly delayed, the product is discontinued, or supply is no longer possible. If we do, we will email you and refund any amounts you have paid in full.
4. Try before you buy
If a product is offered on a try before you buy basis, we authorise your payment method before fulfilling the order but do not charge you the full amount at that point. You then have a defined trial window to decide whether to keep the item.
How it works
- At checkout we will tell you clearly how long the trial window is and how the charge will be taken.
- We may place a temporary authorisation on your payment method to confirm it is valid.
- If you keep the item past the trial window, we charge the full amount to the payment method on file.
- If you return the item within the trial window in line with the instructions provided, we will not charge the full amount, and any authorisation will be released.
How to cancel try before you buy
To return a try-before-you-buy item:
- Email support@zwim.com within the trial window with the subject "Try before you buy return — [your order number]".
- We will reply with a return authorisation and the right return address.
- Send the item back, in its original condition with all parts and packaging where reasonably possible, by the deadline we give you.
- Use a tracked service and keep the tracking number until your return is confirmed.
If you do not return the item within the trial window, we will charge the full amount.
Statutory consumer rights still apply on top of the trial — for example, if the item is faulty when it arrives, contact us and we will sort it out under our Refund and Returns Policy.
5. Refunds for purchase options
We do not generally refund the unused portion of a subscription, except:
- Statutory cooling-off (UK and EU consumers). If you start a subscription and you are a consumer in the UK or EU, you have a 14-day right to cancel under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive. If you used the service during the 14 days, we may charge a fair amount for what you used. If you started the service immediately and acknowledged that you would lose the cancellation right, the right does not apply.
- Service failures. If we fail to provide the service for a sustained period and the failure is our fault, contact support@zwim.com — we will work out a fair pro-rata credit or refund.
- Where we have promised a satisfaction guarantee specifically for the subscription, on the terms set out at sign-up.
- Where the law requires it.
For pre-orders cancelled before fulfilment, we refund the full amount paid.
For try-before-you-buy items returned within the trial window, no charge is made (other than any non-refundable authorisation hold released by your bank in line with its own timing).
Refunds, when given, are made to your original payment method, normally within 14 days.
6. Subscriptions linked to hardware
If a hardware product comes with a bundled subscription (for example a free trial or included period), the subscription is treated as part of the hardware purchase for the included period. After that, the subscription continues at the standard rate unless you cancel.
If you return the hardware under our Refund and Returns Policy within the 30-day satisfaction guarantee or the statutory cooling-off period, any linked active subscription will be cancelled at the same time.
7. Changes to subscription, pre-order, or trial terms
We may change pricing, features, or terms. We will give you reasonable notice (typically at least 30 days) by email or through the app before changes take effect on existing subscriptions. If you do not agree with a change to a subscription, you can cancel before the change applies and you will not be charged the new price.
Changes do not affect orders already placed where the price was locked at the time of the pre-order.
8. Suspension and termination by us
We may suspend or end a subscription if:
- payment repeatedly fails and is not corrected,
- you breach our Terms of Service,
- continued provision is unsafe, illegal, or imposes a security or fraud risk,
- the underlying service is discontinued (we will give reasonable notice and a fair pro-rata refund where applicable).
9. Contact
For cancellation requests and purchase-option questions:
Email: support@zwim.com
ZEN8 Sports Ltd (trading as ZWIM)
7 Bell Yard, London WC2A 2JR
United Kingdom