Refund Policy
Last updated: 1 November 2026
1. Introduction
This Refund Policy explains when and how refunds are provided on Zomzey. It should be read together with our Terms and our Privacy Policy. Nothing in this policy affects your statutory rights under UK consumer law.
2. Scope
This policy covers refunds for:
Pro membership purchases (monthly or annual)
Transactions between Members and Members (Orders)
Other paid Platform features
It does not cover:
- Disputes about the quality of a Influencers or Hub’s delivered work. These are handled under our Dispute Resolution Policy
- Refunds for services purchased outside the Platform from third parties
3. Pro membership refunds
If you purchase a Pro membership and have not made material use of Pro features, you may cancel within 14 days of purchase for a full refund. Where you have used Pro features during that period, we may deduct a proportionate amount for the service already provided. After the 14 day period, membership fees are non-refundable. You can cancel auto-renewal at any time in your account settings and your Pro membership will run to the end of the current billing period. No partial refunds are given for unused time on a cancelled plan except where required by law. If we materially reduce the Pro features you paid for during a billing period, you may contact us for a proportionate refund.
4. Order refunds between Members
4.1 Protected Payments
Protected Payments deals are handled through Zomzey Protected Payments using the method shown for the deal; see clause 7.3 of our Terms for current PayPal and Stripe availability. Authorisation, capture and payout are distinct steps, subject to the deal terms and the payment provider’s deadlines and rules. If the agreed work is not delivered, or a deal is cancelled before work begins, an uncaptured authorisation is cancelled or a captured payment is refunded to the Member in accordance with the deal terms and our dispute process. If there is a disagreement about whether work was delivered as agreed, either party can raise a dispute through the Platform within the timeframe shown on the deal. We will review the deal record, the agreed deliverables, and the evidence provided by both sides, and resolve the dispute fairly. We do not instruct an ordinary payout while a dispute is open. A dispute does not extend a provider’s authorisation deadline or override its own dispute, reversal or settlement rules. Zomzey commission and service fees relate to completed deals. Where a deal is refunded in full, the associated Zomzey fees are not charged.
4.2 Express Checkout
Express Checkout is a direct payment to the seller through Stripe. It does not use the Protected Payments approval and release process. The seller handles cancellation requests, refunds and payment disputes, subject to the agreed purchase terms, Stripe’s rules and applicable law.
When Stripe confirms a genuine seller refund has succeeded, ZOMZEY returns the corresponding commission to the seller: all of it for a full refund, or the same proportion for a partial refund. Partial commission refunds are calculated cumulatively and rounded down to the nearest penny; a full refund returns the remaining commission. Pending, failed or cancelled refunds are not completed refunds. Stripe processing fees follow Stripe’s refund rules. A buyer entitled to a full refund must not have commission or Stripe fees deducted from it. See clause 7.10.4 of the Terms. This section applies to new Express Checkout purchases under the production terms and does not change an earlier purchase.
5. Coupons and promotions
Coupon and promotional discounts have no cash value and are not refundable. Where a refunded purchase used a coupon, the refund is limited to the amount actually paid.
6. How to request a refund
Contact us through the Zomzey Support Hub or email support@zomzey.io from the email address on your account, with your order or membership details. We aim to respond within 2 working days. Approved refunds are requested through the provider that processed the payment and returned to the original payment method. Timing depends on the provider and your bank. Cancelling an uncaptured authorisation releases the reservation rather than refunding a completed charge.
7. Your statutory rights
This policy sits alongside, and does not limit, your rights under the Consumer Rights Act 2015 and other applicable law.
8. Changes to this policy
We may update this policy from time to time. The version published on this page applies from its stated date. Material changes will be notified on the Platform.
