Refund Policy

1. How payments are held

ZedroForge is built around buyer protection. When you place an order, your payment is charged but held securely by the Platform — it is not sent to the Seller. The money is released to the Seller only when you approve the delivery, or otherwise in line with this Refund Policy.

Because funds are held until you approve, most issues are resolved by a cancellation or a revision before any money reaches the Seller.

2. Cancelling before delivery

While an order is still in progress (the Seller has not delivered, or you have not yet approved a delivery), the Buyer or the Seller may cancel it. A cancellation returns the full amount you paid to your original payment method.

3. Try a revision first

If a delivery does not match the brief, the fastest fix is usually a revision. Each package includes a number of revisions — use them to ask the Seller to correct the work before requesting a cancellation or refund.

4. When you’re entitled to a refund

You can cancel for a full refund if, for example:

• the Seller does not deliver, misses the agreed delivery time, or stops responding;
• the delivered work does not match the listing or the brief you agreed;
• the order was placed in error or you were charged more than once for the same order;
• both parties agree to cancel the order.

5. When a refund may not be available

Refunds are generally not available where:

• you have already approved the delivery and the order is complete (the payment has been released to the Seller);
• the work was delivered as described and on time, but you simply changed your mind;
• the issue was caused by incomplete or incorrect requirements you provided, or by your failure to respond;
• you ask for a refund while still keeping and using the delivered work.

6. How refunds are issued

Approved refunds are returned to your original payment method through our payment provider, Stripe. Depending on your bank or card issuer, it can take roughly 5–10 business days for the funds to appear after the refund is processed.

When an order is refunded before completion, no commission is charged, since the Seller is not paid for a cancelled order.

7. Disputes

If you and the Seller cannot agree, you can raise the issue with ZedroForge through the Support page or by reporting the order. Our staff will review the order, the brief, the delivery and the messages, and may release the payment, cancel and refund the order, or take moderation action. We aim to be fair to both sides.

8. Chargebacks

Please contact us before asking your bank for a chargeback — we can usually resolve things faster. Opening chargebacks instead of using our dispute process, or doing so in bad faith, may lead to account suspension.

9. Your statutory consumer rights

Nothing in this policy limits the rights you have under mandatory consumer-protection law in your country, including under European Union law where it applies. Note that for personalised or custom digital services that begin with your express consent, the EU 14-day right of withdrawal may not apply once work has started — but your other statutory rights remain unaffected.

10. Contact

For anything about cancellations or refunds, reach us through the Support page or at zedroforge@gmail.com.