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ZOOP Refund Policy

1. Policy Overview

This Refund Policy is a legally binding agreement between ZOOP and all users of the platform, including Fans and Creators. ZOOP is committed to providing a fair, transparent refund process that clearly defines the conditions for refund requests, eligibility criteria, and dispute handling procedures.

By accessing, purchasing, providing services, or otherwise engaging in transactions through ZOOP’s platform, all users expressly acknowledge and agree to comply with this Refund Policy. Continued use of ZOOP’s services following any updates or amendments to this policy constitutes explicit acceptance of those changes. Please read this policy carefully, as it details your rights and responsibilities regarding refunds and related disputes.

2. Eligibility for Refunds

Refunds may be requested under the following circumstances:

  1. Non-Delivery of Service: If the Creator does not deliver the service (including no-shows), Fans are entitled to an immediate refund upon verification.
  2. Service Quality Issues: Refund requests due to partial or unsatisfactory service delivery or significant technical issues that substantially impact the service quality will undergo manual review upon submission of appropriate evidence.
  3. Duplicate Payments: Fans who are mistakenly billed more than once for a single service will receive an automatic refund after verification.
  4. Fan No-Show: Refunds are not provided in the event the Fan fails to attend or receive the service. In such cases, the Creator will be compensated as scheduled.
3. How to Request a Refund

Fans must submit refund requests explicitly within 14 days after the scheduled service date. To initiate a refund request, Fans should use ZOOP’s dedicated refund request form, providing:

  • Order details
  • A clear explanation of the reason for the refund request
  • Supporting evidence (screenshots, chat logs, email correspondence)

Refund requests submitted after the 14-day window will not be reviewed or eligible for refunds.

4. Refund Review Process

ZOOP reviews all refund requests carefully and fairly:

  1. Automatic acknowledgment is sent via email upon receipt of each request.
  2. Updates regarding the refund status will be communicated within 14 days.
  3. ZOOP may request additional evidence or clarification to evaluate refund eligibility properly.
5. Verification of Service Delivery

ZOOP employs a verification process to confirm service delivery, including:

  1. Fan Confirmation: Fans receive automated prompts to explicitly confirm service delivery or indicate non-delivery within 14 days of the scheduled service.
  2. Technical Verification: In cases of uncertainty or disputes, ZOOP will review session data, attendance logs or official recordings from our livestream provider to confirm whether the service was successfully delivered.
6. Automatic Completion of Transactions

If a Fan does not explicitly confirm service delivery or submit a refund request within the allotted 14-day period, the transaction will automatically be marked as completed on the 15th day. At this point:

  • Funds will be released to the Creator.
  • The transaction is considered final and non-refundable.
7. Impact of Refunds on Creators
  1. Refund requests submitted within the allowed refund period keep payouts pending within escrow until resolved.
  2. If a refund request is approved, the refund amount will be deducted before releasing funds to the Creator.
  3. Creators will be notified of refund or chargeback requests affecting their earnings and may appeal decisions by contacting support@zoop.com within five (5) business days.
8. Chargebacks (Payment Disputes)

ZOOP actively contests unjustified chargebacks submitted through banks or payment processors, providing detailed evidence such as attendance logs, explicit fan confirmations, and transaction records.

If a chargeback is upheld, ZOOP reserves the right to seek reimbursement from the Creator in cases of:

  • Proven non-delivery of service.
  • Significant misrepresentation or breach of service obligations.
9. Edge Cases
  1. Repeated Non-compliance by Creator: ZOOP reserves the right to limit submissions, impose visibility penalties, or suspend the Creator’s account.
  2. Fan Requests Refund Post-Service Completion: Completed services are generally non-refundable except in verified cases of fraud, misconduct, or significant misrepresentation.
  3. Technical Issues During Service: ZOOP may facilitate rescheduling. If resolution isn’t possible within the allowed timeframe, a refund will be issued.
  4. Creator Unresponsive or Account Closure: Fans will receive automatic refunds in verified cases of Creator abandonment. ZOOP will recover these funds from the Creator’s future earnings or by direct invoicing. Persistent Creator non-responsiveness may lead to account suspension.
  5. Premature Payouts or Misrepresented Services: ZOOP will recover funds from future Creator earnings or by invoicing, in cases of inadvertently released payouts or significantly misrepresented services.
10. Amendments and Updates

ZOOP reserves the right to amend or update this Refund Policy periodically. Users will be notified of significant changes. Continued use of ZOOP after notification constitutes acceptance of the revised Refund Policy.

11. Contact Information

For questions or assistance regarding this Refund Policy, please contact us directly:

Email: support@zoop.com

Last updated: 11th July 2025