Billing Help

1. Billing descriptor

Charges from Zentri Grading may appear on your bank or card statement as:

If you see either of these descriptors on your statement, the charge is related to a Zentri Grading purchase, subscription, credit pack, or billing action.

2. Business information

Zentri Grading is a software-as-a-service platform available through zentrigrading.app.

Zentri is a SaaS platform operated by a-ag, registered in the Netherlands with the Dutch Chamber of Commerce. Zentri is a registered trade name of a-ag. When you use Zentri Grading, create an account, purchase credits, start a subscription, or receive an invoice, your contractual and billing relationship is with a-ag.

3. Payment processing

Payments are processed securely through Stripe. Zentri does not store full payment card numbers on its own servers.

Stripe handles card details, payment authentication, payment method updates, payment confirmation, checkout sessions, invoices, and subscription billing.

Zentri stores only the Stripe identifiers and billing status information needed to manage your account access, credits, subscriptions, invoices, and payment support.

4. Where to manage billing

You can manage billing from your Zentri account billing page.

Depending on your active products and subscription status, your billing area may let you:

• view your current credit balance;
• view subscription status;
• view invoice history;
• update your payment method;
• buy one-time credit packs;
• start a subscription;
• upgrade or downgrade a subscription where supported;
• cancel a subscription;
• keep a subscription if cancellation was scheduled;
• open the Stripe-hosted billing portal.

5. One-time credit packs

One-time credit packs are charged once. After successful payment confirmation, the purchased number of paid credits is added to your Zentri account.

Paid credits are used for report generation according to the product rules shown at checkout. Unless stated otherwise, one credit is used for one completed centering report.

6. Subscription credits

Subscription products provide a recurring number of card credits according to the subscription plan selected at checkout.

Subscription credits reset with each billing cycle. Unused subscription credits do not carry over to the next billing cycle unless Zentri explicitly states otherwise for a specific plan.

When a new billing cycle starts and payment is successfully confirmed, the subscription credit balance is renewed according to the active subscription plan.

7. Limited-time unlimited access

Zentri may offer limited-time unlimited access products, such as a 30-day unlimited access pass.

Unlimited access is active only for the stated period. Unless explicitly stated otherwise, unlimited access products do not stack and do not automatically renew.

If you already have active unlimited access, Zentri may prevent purchasing another unlimited access product until the current access period ends.

8. When credits or access appear

Credits, subscriptions, and unlimited access are activated only after Stripe confirms successful payment.

Usually this happens shortly after checkout is completed. If you return from checkout and do not immediately see credits or access, refresh your billing page after a short moment.

If the issue remains, contact billing support with your account email, the product purchased, and the approximate checkout time.

9. Invoices and receipts

Invoice and payment records may be available from your Zentri billing page or from the Stripe-hosted billing portal.

Invoices may include information such as the product purchased, amount paid, payment date, tax information where applicable, and invoice references.

Invoice and billing records may be retained where required for tax, accounting, audit, payment dispute, fraud prevention, or legal obligations.

10. Failed payments

If a payment fails, check that your card or payment method is valid and that your bank has not declined or blocked the transaction.

For subscription payments, Stripe may retry failed payments according to the billing process. During this period, your account may show a failed-payment or past-due status.

Depending on the subscription status and payment outcome, subscription access or credits may be limited, paused, cancelled, or expired if payment cannot be completed.

What you can do

• update your payment method through the billing page or Stripe portal;
• make sure your card supports online payments;
• complete any bank authentication or 3D Secure challenge;
• contact your bank if the payment is declined;
• contact Zentri billing support if the issue continues.

11. Updating your payment method

You can update your payment method through the Zentri billing page or Stripe-hosted billing portal where available.

Updating a payment method does not necessarily retry a failed payment instantly. If a payment has already failed, Stripe may retry it according to the billing process, or you may need to follow the instructions shown in your billing area.

12. Cancelling a subscription

You can cancel a subscription from your billing page where subscription management is available.

Cancellation normally takes effect at the end of the current billing period unless stated otherwise in the account interface.

Cancelling a subscription does not delete your Zentri account, saved reports, collections, or invoice history.

13. Subscription plan changes

Zentri may allow subscription upgrades, downgrades, or scheduled plan changes where supported.

The exact handling of a plan change depends on the subscription rules shown in your account at the time of the change.

Some plan changes may apply immediately, while others may apply at the next billing cycle.

14. Refunds

Zentri provides digital credits, generated reports, subscriptions, and time-limited access. These products are normally delivered immediately or shortly after payment confirmation.

Because of this, purchases may be non-refundable once access, credits, or report-generation rights have been delivered, except where a refund is required by applicable law.

If you believe a charge was made by mistake, contact billing support at: support@zentrigrading.app.

Include as much detail as possible, such as:

• your Zentri account email;
• the date and amount of the charge;
• the product purchased;
• any Stripe invoice, receipt, or payment reference if available;
• a short explanation of the issue.

15. Charges you do not recognize

If you see a charge you do not recognize, first check whether the statement descriptor is:

• ZENTRIGRADING-APP
• zentrigrading.app

Then check whether you or another authorized person used your Zentri account to purchase credits, start a subscription, or renew an active subscription.

If you still do not recognize the charge, contact billing support immediately.

16. Deleting reports or account data

You can delete all saved reports from your profile settings.

You can also delete your account and associated data from your profile settings.

If your account has an active subscription, you may need to cancel the subscription before account deletion can be completed.

Some billing, invoice, payment, and audit data may still be retained where required for tax, accounting, audit, dispute, fraud prevention, or legal obligations.

17. Payment support

Contact billing support if:

• you do not see credits after payment;
• your subscription status looks wrong;
• you need help with an invoice;
• your payment method fails;
• you see a charge you do not recognize;
• you cannot access the Stripe billing portal;
• you believe a payment or billing action was made in error.

Billing support: support@zentrigrading.app