Contact Information
Email: support@zapaey.com
Phone: +44 7878 801943
1. Introduction
Zapaey is a global freelance marketplace that connects buyers and sellers of services, known as gigs. Our mission is to ensure a fair, safe, and transparent environment where freelancers can offer their skills, and clients can access quality services with peace of mind. As part of our commitment to trust and transparency, we have implemented this comprehensive Refund Policy to protect both buyers and sellers in the Zapaey ecosystem.
This Refund Policy outlines the conditions under which refunds may be issued, the procedures involved, dispute resolution options, and other relevant considerations. It is important that all users (both buyers and sellers) read and understand this policy before engaging in any transaction on Zapaey.
2. Definitions
To clarify this policy, here are some key terms used throughout the document:
- Zapaey: Refers to our freelance marketplace and its platform.
- User: Any individual or business that creates an account on Zapaey, including both buyers and sellers.
- Buyer: A registered user who purchases a gig or service on Zapaey.
- Seller: A registered user who offers services (gigs) on Zapaey.
- Gig: A freelance service listed on the Zapaey platform.
- Order: A transaction between a buyer and a seller for a specific gig.
- Refund: A full or partial return of funds to a buyer under specific circumstances outlined in this policy.
- Dispute: A disagreement between a buyer and a seller regarding the quality, delivery, or completion of an order.
3. Eligibility for Refund
Refunds may be issued under specific circumstances. Buyers may be eligible for a full or partial refund under the following conditions:
3.1 Non-Delivery of Service
- The seller fails to deliver the gig or service within the promised delivery time.
- The seller does not communicate with the buyer or respond to inquiries about the order.
- No deliverables have been provided, and there is no reasonable justification for the delay.
3.2 Incomplete Delivery
- The service delivered is incomplete and not aligned with the original order requirements.
- A major component of the gig is missing, and the seller is unresponsive to revision or completion requests.
3.3 Misrepresentation or Fraud
- The seller intentionally misleads the buyer about their skills, experience, or the service being offered.
- The gig contains false information or fraudulent representations.
- The buyer receives a service that is completely different from what was advertised.
3.4 Low-Quality Work
- The delivered work does not meet reasonable industry standards or the scope agreed upon in the order.
- The buyer provides substantial evidence that the work is unusable or severely flawed.
- The seller refuses to revise the work despite clear quality concerns.
3.5 Unauthorized Payment or Duplicate Charges
- A buyer is charged more than once for the same gig due to a technical issue or payment processing error.
- The buyer’s account is charged without authorization.
3.6 Mutual Cancellation
- Both parties agree to cancel the order amicably and request a refund before or after work begins.
4. Refunds Not Applicable
Refunds will not be issued in the following cases:
4.1 Buyer’s Change of Mind
- The buyer decides they no longer want the service after the order has been placed.
- The buyer finds a different freelancer or decides to cancel the project for personal reasons unrelated to the seller’s performance.
4.2 Satisfaction with Minor Errors
- The buyer receives the work but is dissatisfied with minor issues that do not impact the overall quality or usability.
- The seller is willing to correct the issues but the buyer prefers a refund instead.
4.3 Missed Revisions
- The buyer fails to request revisions within the designated time frame.
- The seller provides the required number of revisions but the buyer requests more than what was originally agreed upon.
4.4 Downloaded or Used Work
- The buyer has already downloaded or used the work and later requests a refund without valid justification.
4.5 Disputes Resolved in Favor of Seller
- If the Zapaey Dispute Resolution Team determines that the seller fulfilled their part of the agreement, no refund will be issued.
5. How to Request a Refund
Buyers must follow the procedure below to request a refund:
Step 1: Communicate with the Seller
Before filing for a refund, buyers are encouraged to attempt communication with the seller to resolve the issue directly. Most disputes can be settled through open and honest communication.
Step 2: Initiate a Dispute
If the issue cannot be resolved privately, the buyer may open a dispute from the order page within 7 days of order delivery.
Step 3: Provide Supporting Evidence
Buyers must provide documentation and evidence supporting their refund request, including:
- Screenshots of communication
- Work samples or deliverables
- Proof of non-delivery or low quality
Step 4: Zapaey Review
The Zapaey Dispute Resolution Team will investigate the matter. This may take up to 7 business days. Both buyer and seller will have the opportunity to present their side.
Step 5: Decision and Refund
Once a decision is made, Zapaey will process the refund if the claim is approved. Refunds will be made to the buyer’s Zapaey Wallet or original payment method depending on the situation.
6. Dispute Resolution Process
Zapaey provides a neutral platform for resolving disputes. The steps involved include:
- Dispute Opening – Initiated by buyer or seller through the platform.
- Evidence Submission – Both parties must submit relevant proof.
- Evaluation – Zapaey reviews communication, deliverables, and order details.
- Ruling – A final decision is issued based on policy and platform rules.
- Enforcement – Actions are taken (refund, cancellation, warning, or suspension).
7. Refund Processing Timeline
Refunds approved by Zapaey will be processed as follows:
- Zapaey Wallet: Instant or within 24 hours.
- Bank or Card Refunds: 3–7 business days, depending on bank policies.
- Cryptocurrency Refunds: 1–3 business days, based on the blockchain and wallet used.
8. Recurring Violations and Abuse
To maintain marketplace integrity, Zapaey monitors refund requests and dispute behaviors. Users who abuse the refund system may face:
- Temporary account suspension
- Permanent account termination
- Legal action for fraud or chargebacks
- Restrictions on future purchases or gig postings
Examples of abuse include:
- Filing false refund claims
- Repeatedly disputing valid orders
- Attempting to get services for free
9. Buyer Responsibilities
Buyers must:
- Provide clear, detailed order requirements
- Communicate respectfully and promptly
- Allow reasonable time for delivery and revisions
- Use the official Zapaey platform for all transactions
- Avoid harassment, threats, or coercive behavior
10. Seller Responsibilities
Sellers must:
- Deliver services as described and on time
- Maintain open communication
- Offer revisions when necessary (within agreed limits)
- Avoid misleading or false claims about their abilities
- Cooperate with Zapaey’s Dispute Resolution Team
11. Refund Method
Zapaey supports multiple refund methods:
- Internal Wallet: Refunds are added to the buyer’s Zapaey Wallet and can be reused for other gigs.
- Original Payment Method: If feasible, funds are returned to the same card, bank account, or crypto wallet.
- Zapaey Credits or Coupons: In rare cases, refunds may be issued as non-withdrawable platform credit.
12. Chargebacks and Payment Disputes
If a buyer initiates a chargeback with their payment provider, their Zapaey account may be temporarily suspended during investigation. To avoid this:
- Always try to resolve disputes through Zapaey first.
- Contact support@zapaey.com before reaching out to your bank.
False chargebacks are considered fraud and may result in legal consequences.
13. Custom Orders and Milestone Projects
Some projects may be split into milestones or involve custom pricing. In such cases:
- Refunds may be applied per milestone, not the full order.
- If partial work was delivered and accepted, only the undelivered portion may qualify for a refund.
- Communication and agreements made in writing will be used in dispute evaluation.
14. Force Majeure
Zapaey is not liable for refund requests arising due to force majeure events including:
- Natural disasters
- Internet outages
- War or political instability
- Sudden illness or emergency (proof may be required)
In such cases, both parties are encouraged to negotiate amicable resolutions.
15. Modifications to the Refund Policy
Zapaey reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page and become effective immediately upon posting. Continued use of the platform constitutes acceptance of the updated policy.
16. Contacting Support
If you have questions about your refund, disputes, or order issues, contact us at:
Zapaey Support Team
📧 Email: support@zapaey.com
📞 Phone: +44 7878 801943
📍 Available: Monday to Friday, 9 AM – 6 PM (UK Time)
Our team is committed to assisting you within 24–48 hours.
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