Refund Policy

Last updated: 2026-08-25

1. Overview

This policy explains who gets money back, when, and how — for end customers, resellers, and merchants.
The rules that govern orders, wallets, and P2P trading are on the Terms of Use page; this page covers only refunds and settlements.
By using Zestover, all parties accept this Refund Policy.

The person receiving the parcel is entitled to a refund, replacement, or exchange when:

Damaged or defective product: if the parcel is opened in front of the delivery person and the item is broken or non-functional, the customer may refuse delivery (COD — nothing is paid) or request a refund/exchange (prepaid).
Wrong product delivered: a different item, size, or color than ordered — refuse delivery or request an on-the-spot exchange with photo or video proof.
Materially different from the listing: the product does not match the description or images shown.
Non-delivery: the parcel is not delivered within the published timeline due to a courier or merchant issue; any prepaid amount is fully refundable.

Because customer payments are collected by the reseller, not by Zestover, a customer refund is issued by the reseller who placed the order.

Reseller refunds are automatic — no request form, no waiting queue:

Order cancelled: held platform fee and commission (COD), or the full reseller price (Balance Pay), are released back to the balance.
Order returned: for COD the hold is released and the standard return delivery charge is deducted. For Balance Pay the wholesale price and platform fee are returned, while the delivery charge stays with the merchant.
Partial return: no delivery-charge deduction is applied.
Merchant rejection before dispatch: all held amounts are released immediately.
Exchange approved: the original hold is transferred automatically to the continuation order.

Delivered: the held amount — wholesale price after platform fee and reseller commission — is released as merchant earnings.
Cancelled or rejected before dispatch: the hold is released back to available balance with no penalty.
Returned with no merchant fault: the hold is released and the delivery charge is settled to the merchant; no penalty is applied.
Confirmed merchant fault (wrong item, counterfeit product, damaged shipment, repeated valid complaints): the held amount may be partially or fully forfeited after investigation and used to compensate the affected customer or reseller.

Change of mind after the customer has received and accepted the product.
Minor color, shade, or design variation caused by screen or lighting differences.
Damage from misuse, mishandling, or normal wear after acceptance.
Failed delivery caused by a wrong address or phone number supplied by the reseller.
Customer unreachable or unavailable after repeated courier attempts.

Automatic balance refunds: applied in real time the moment the order status is finalised.
Disputed settlements and manual verification: reviewed and resolved within 7–14 working days.
Customer refunds through a reseller: typically issued within 7–14 working days.
Withdrawing refunded balance: follows the normal withdrawal limits and approval time shown in your dashboard.

Cash on Delivery: the customer pays only on acceptance; the reseller's held fee and commission settle on Delivery or Return.
Balance Pay: the full reseller price is taken at order time. It is returned in full on cancellation; on a return, the wholesale price and platform fee are returned and the delivery charge is not refunded.

A customer may request an exchange at the door, with a clear reason and photo or video proof.
A reseller may raise an exchange request from the dashboard for a damaged item, wrong item, size or color mismatch, or quality problem.
Approved exchanges automatically generate a continuation order.
A reseller may file a complaint against a merchant with evidence; complaints are decided by the review team on the evidence submitted.

Once USD is released from escrow, the trade is final and cannot be reversed by Zestover.
The only remedy for a disputed trade is to open an appeal in the trade room, within the window shown there.
Cancelled or expired trades return the locked USD to the seller's available balance automatically.
Payments made outside the platform are not covered and cannot be refunded.

On-chain transfers are irreversible. Funds sent to a wrong address, on a wrong network, or without the correct amount tag cannot be recovered.
Network fees are non-refundable once a transaction is broadcast.
If a withdrawal fails before broadcast, the full amount including the fee returns to your USD balance automatically.

Exchanges execute instantly at the displayed rate and are non-reversible after confirmation.
A later rate movement is not a ground for a refund.

The order amount is held in USD escrow, not paid out immediately.
Merchant rejects the order or does not respond in time: the full amount is refunded to the reseller automatically.
Delivered and confirmed — or the confirmation deadline passes with no appeal: the amount settles to the merchant and is final.
Appeal opened in time: the review team decides the outcome and either refunds the reseller or releases to the merchant. That decision is final.

The task budget is held from the poster's balance while the task is live; unused held budget returns when the task closes.
Approved submissions are paid to the worker's balance; rejected submissions are not paid and are not refundable to the worker.
Submissions left unreviewed beyond the published review period are approved automatically and paid.

Use the channels on the Contact Us page and include your order number and a short description.