When can I get a refund?
Whether you can get a refund depends on the deal status. This article explains when a refund is possible on ZOMZEY.
A refund or return of held funds depends on the deal status and outcome. This can include a cancellation agreed before completion, a dispute resolved wholly or partly in the Pioneer’s favour, or another result allowed by the published payment and refund rules.
When a refund is possible
- Funds that remain held are dealt with through the cancellation or dispute outcome rather than disappearing.
- Commission should not be charged on earnings that are not released, subject to the final fee policy.
- Service-fee and payment-processing treatment must follow the published refund terms.
- A completed and approved deal is different from an undelivered or actively disputed deal.
- Use the deal ID and payment reference when asking support about a refund.
Common questions about getting your money back
Is the held payment returned if the deal is cancelled before work starts?
Yes. A mutual cancellation before any work has begun returns the full held amount to the Pioneer under the policy, and no commission is taken because the deal did not complete. Ask on the deal page as soon as you know the deal will not go ahead, because the position changes once work starts.
What if some of the work was done?
The members agree what was delivered and what it is worth, and the held amount is split accordingly: part released to the member who delivered, part returned to the Pioneer. If they cannot agree, the dispute process decides from the ZDeal Agreement, the evidence and the messages.
Can I get my money back after I approved the work?
Approval releases the payment, so it is no longer held. A problem discovered after approval is a matter between the members, which is why the review window exists: check the delivery against the accepted offer before approving rather than after.
Is a paid membership returnable?
Membership payments follow the terms shown at checkout and the policy page, including any cooling-off period that applies to consumers. Ask through the Support Hub with the receipt and the date.
How long does the money take to come back?
Once a return is agreed or decided, the payment provider sends it to the original payment method, which usually takes a few working days to show on a card statement. The deal page records the date it was issued.
Should I ask my bank instead?
Use the platform process first. A card chargeback goes through the card scheme without sight of the deal record, takes longer, and can suspend the accounts involved while it runs. Your statutory rights are unaffected by using the platform process, and Citizens Advice explains them in the link below.
In short, held money comes back in full for a cancellation before work starts, is split by agreement or dispute when work was partly done, cannot be recalled after approval, and always returns through the payment provider to the original method.
Related help
- What kinds of issues count as a dispute?
- What if I am unhappy with how ZOMZEY handled something?
- ZOMZEY Protected Payments
- Refund Policy
Further guidance: Citizens Advice on getting your money back after paying by card.
