Legal

Refund Policy

Last updated: December 12, 2025

1. Quality Guarantee

ZaoHub is committed to ensuring quality produce for buyers. We work with verified farmers and provide quality assurance mechanisms. However, as an intermediary platform, we facilitate transactions between buyers and sellers.

Buyers are encouraged to inspect products upon delivery and report any quality issues immediately through our dispute resolution system.

2. Refund Eligibility

Refunds may be issued in the following circumstances:

Quality Issues

  • • Products do not match the description provided in the listing
  • • Products are damaged, spoiled, or unfit for consumption
  • • Significant quantity discrepancies (more than 10% variance)
  • • Products fail to meet quality standards specified in the listing

Non-Delivery

  • • Products are not delivered within the agreed timeframe (unless due to buyer unavailability)
  • • Delivery is cancelled by the farmer without valid reason

Other Circumstances

  • • Transaction errors or duplicate charges
  • • Fraudulent transactions or unauthorized purchases

3. Refund Process

Step 1: Report the Issue

Report quality issues or delivery problems within 48 hours of delivery through our dispute resolution system. Include:

  • • Clear photos or videos showing the issue
  • • Detailed description of the problem
  • • Purchase reference number

Step 2: Review Process

ZaoHub will review the dispute, examine evidence from both parties, and may request additional information. The review typically takes 3-5 business days.

Step 3: Resolution

Based on the review, we may issue:

  • • Full Refund: Complete refund of the purchase amount (including VAT)
  • • Partial Refund: Refund proportional to the issue (e.g., 50% refund for 50% damaged produce)
  • • Replacement: Arrangement for replacement products from the same farmer
  • • No Refund: If the issue is not substantiated or falls outside refund eligibility

4. Refund Processing Time

  • Refunds are typically processed within 5-10 business days after approval
  • Refunds are issued to the original payment method used for the purchase
  • Co-operative Bank refunds may appear within 24-48 hours
  • Bank transfer refunds may take 3-5 business days

5. Non-Refundable Items

The following are generally not eligible for refunds:

  • Buyer subscription fees (annual subscriptions are non-refundable except as required by law)
  • Products damaged due to buyer mishandling or improper storage
  • Change of mind or buyer's cancellation after delivery confirmation
  • Issues reported more than 48 hours after delivery
  • Commission fees charged to farmers (these are service fees, not refundable)

6. Dispute Resolution

All refund requests must go through our dispute resolution system. We encourage buyers and farmers to communicate directly first to resolve issues amicably.

If direct resolution is not possible, ZaoHub will:

  • • Review all evidence provided by both parties
  • • Consider transaction history and user reputation
  • • Make a fair determination based on platform policies
  • • Issue refunds or other resolutions as appropriate

ZaoHub's decision in disputes is final, subject to applicable consumer protection laws.

7. Farmer Refunds

When a refund is issued to a buyer, the corresponding payment to the farmer may be adjusted. If the farmer has already received payment, ZaoHub may:

  • • Deduct the refund amount from future farmer payouts
  • • Request repayment from the farmer if the issue was due to farmer error or misrepresentation
  • • Absorb the refund cost if the issue was due to platform error or logistics failure

8. Contact for Refunds

To initiate a refund request or for questions about this policy, contact us through:

Please include your purchase reference number and detailed description of the issue for faster processing.