Dispute Resolution Policy
Last updated: 5th July 2026
1. Introduction
This Dispute Resolution Policy explains how disputes between Users on the Zomzey™ platform at zomzey.io (the “Platform”) are handled. It is operated by ITXL LTD (“we”, “us”, “our”, or “Zomzey™”) and forms part of our Terms of Service.
The aim is to resolve disputes fairly, quickly, and transparently — and to keep the marketplace safe for everyone who uses it.
2. Scope
- Non-delivery of agreed work
- Partial or incomplete delivery
- Quality of delivery falling materially below the agreed scope
- Late delivery beyond the agreed deadline
- Misrepresentation by either party of what was promised or delivered
- Communication breakdowns where one party will not engage
- Subscription billing or general refund queries — see our Refund Policy
- Breaches of acceptable use, harassment, or abuse — see our Acceptable Use Policy
- Complaints about Zomzey™ itself or about ITXL LTD — see our Complaints Procedure
- Disputes about transactions arranged outside the Platform
3. Our role
Zomzey™ is a marketplace, not a party to the contract between Pioneers and Influencers or Hubs. Our role in disputes is to:
- Hold funds securely under Zomzey Protected Payments
- Provide a structured process for evidence submission
- Mediate where the parties cannot agree
- Make a fair decision based on the evidence
- Release, refund, or partially distribute funds as appropriate
We cannot guarantee the quality of work delivered by any Influencer or Hub. We do, however, take seriously our responsibility to ensure both sides of every Order are treated fairly.
4. Before raising a dispute
Most issues can be resolved by direct, polite communication between the parties. Before raising a formal dispute, we ask Users to:
- Re-read the accepted Offer to confirm the agreed scope, deliverables, and timeline
- Use the Platform’s messaging system to raise the concern with the other party
- Allow a reasonable opportunity to respond (typically 48 hours)
- Try to agree a remedy (e.g. revised delivery, partial refund, additional time)
If direct communication does not resolve the issue, either party may raise a formal dispute.
5. The dispute flow
5.1 Order acceptance and payment protection
When a Pioneer accepts an Offer, payment is held held securely under Zomzey Protected Payments, powered by Stripe The funds are not released to the Influencer or Hub until the Order is confirmed delivered (either by the Pioneer or by auto-release after the review period).
5.2 Delivery and proof
The Influencer or Hub marks the Order as delivered and submits evidence appropriate to the Order type. Examples include:
- Podcast feature: live episode URL with timestamp
- Book review blog: live blog post URL
- Newsletter mention: copy or screenshot of the sent newsletter, with subscriber count
- Bookstore stocking: photograph of the book on shelf or in catalogue
- Subscription box inclusion: photograph of the included item and ship-date confirmation
- YouTube feature: live video URL with timestamp
- Library catalogue: catalogue link or system entry
The accepted Offer specifies the proof required for that Order type.
5.3 Review period
The Pioneer has a review period (typically 7 days) to confirm or dispute the delivery. During the review period, the Pioneer may:
- Confirm the delivery, releasing funds via Stripe Connect
- Raise a dispute through the Platform
- Take no action — funds auto-release at the end of the review period
The Pioneer is notified before auto-release closes (typically 48 hours and 24 hours in advance).
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5.4 Raising a dispute
To raise a dispute, the Pioneer (or, less commonly, the Influencer or Hub) submits a structured dispute form through the Platform’s Order page, including:
- The category of dispute (non-delivery, partial, quality, late, communication, other)
- A clear description of what was agreed and what was actually delivered
- Supporting evidence (links, screenshots, files, communication records)
- The remedy being sought (full refund, partial refund, redelivery, etc.)
Once a dispute is opened, funds remains held; no funds release while the dispute is active.
5.5 Response from the other party
The other party is notified and has 48 hours (extendable to 7 days for complex cases) to respond with their own account and supporting evidence. If they do not respond within the time allowed, we may decide on the basis of the evidence available.
5.6 Mediation
The mediation team reviews the evidence and may:
- Ask either party for clarification or further evidence
- Suggest a settlement and seek both parties’ agreement
- Make a decision where settlement is not reached
Mediation is conducted by trained Zomzey™ staff. AI tools may be used to triage, categorise, and summarise evidence, but final decisions on contested matters are made by human mediators.
5.7 Decision and outcome
Possible decisions include:
- Full release full payment goes to the Influencer or Hub less the applicable Zomzey commission and fees
- Partial release / partial refund the funds are split, reflecting the proportion of work delivered to standard
- Full refund funds are returned to the Pioneer; no Zomzey fees are charged
- Resubmission the Influencer or Hub is given a defined opportunity to resubmit work to the agreed standard within a new deadline
Decisions are made on the balance of evidence, with reference to the accepted Offer, the Platform’s policies, and reasonable industry expectations for the type of work in question.
5.8 Timeline
We aim to resolve standard disputes within:
- 3 business days for clear-cut cases (e.g. delivery URL not live, deadline missed without notice)
- 10 business days for mediated cases requiring evidence review
- Longer where parties request extensions, or where complexity warrants
Both parties are kept informed of progress via Platform notifications and email.
6. Evidence we may consider
To make a fair decision we may review:
- The original Brief and accepted Offer
- Messages between the parties on the Platform
- Delivery proof submitted by the Influencer or Hub
- Pioneer-supplied screenshots, links, or files
- Time stamps and order history
- Past dispute history and account performance of both parties
Communications outside the Platform (e.g. private email, social media) may also be considered if the parties provide them as evidence.
7. Acting in good faith
- Submits false, fabricated, or materially misleading evidence
- Fails to respond within reasonable timelines
- Uses the dispute system to harass, threaten, or extort the other party
- Repeatedly raises baseless disputes
8. Tiered protection
We apply higher levels of scrutiny to higher-value Orders:
- Standard Orders — 7-day review period, normal mediation route
- Higher-value Orders — extended review periods, required deliverable proof at submission, manual brief approval where applicable
Specific thresholds and requirements are shown at the point of brief and offer.
9. Appeals
- The Order reference and original decision
- Your specific grounds of appeal
- Any new evidence not previously available
10. Stripe chargebacks
Initiating a chargeback through your bank or card issuer is not a substitute for the Platform’s dispute process. Where a chargeback is filed during or after a Platform dispute, we may suspend the relevant account pending resolution and provide Stripe with the dispute evidence on file. Where chargebacks are found to be without merit, we may pursue recovery of the disputed amount and any associated costs.
11. Independent advice and external bodies
If you remain dissatisfied after exhausting the Platform’s dispute and complaints processes, you may have recourse to:
- Citizens Advice (UK)
- Trading Standards (UK)
- The Small Claims track of the County Court (England and Wales) or equivalent in other UK jurisdictions
- The Information Commissioner’s Office for data-related complaints
Nothing in this policy affects your statutory rights.
12. Changes to this policy
We may update this Dispute Resolution Policy from time to time. The “Last updated” date at the top reflects when material changes were made. Significant changes will be notified through the Platform or by email. The version in force at the time a dispute is raised governs that dispute.
13. Contact
For dispute-related questions, evidence submission, or appeals, contact:
ITXL LTD
Email: dispute@zomzey.io
Postal: 167-169 Great Portland Street, London W1W 5PF, United Kingdom