How we handle your concerns
Last updated: March 2026
At Zelo, we are committed to providing excellent service. However, we understand that sometimes things may not go as expected. This policy outlines how we handle complaints and disputes to ensure fair and timely resolution.
Reach out to our support team with details of your complaint via email or our contact form.
We will acknowledge receipt of your complaint within 24 hours.
Our team will investigate your complaint thoroughly and may contact you for additional information.
We aim to resolve all complaints within 15 business days and will communicate our findings to you.
You can submit a complaint through any of the following channels:
When filing a complaint, please include:
24 hours
Initial acknowledgment
15 business days
Standard resolution
35 business days
Complex cases
For payment-related disputes, we work with our payment processing partner to investigate and resolve issues. If you believe a payment was made in error or without authorization:
If you are not satisfied with the resolution of your complaint, you may escalate to:
For unresolved disputes, you may be entitled to use alternative dispute resolution (ADR) services. Depending on your jurisdiction, this may include mediation or arbitration. Please refer to our Terms of Service for details on dispute resolution procedures.