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Refund Policy


Last Updated: 2026-01-27


This Refund Policy applies to all users of Zelo worldwide. Additional rights may apply based on your jurisdiction.


1. Nature of Gifts


Zelo facilitates personal cash gifts between individuals celebrating life events. By their nature, gifts are:

  • Voluntary transfers with no expectation of return or consideration
  • Personal expressions of goodwill and celebration
  • Generally non-refundable once accepted by the recipient

    • 2. When Refunds May Be Issued


    2.1 Eligible for Refund

    We will issue refunds in the following circumstances:

  • **Unauthorized Transactions**: If your payment method was used without your authorization
  • **Technical Errors**: Duplicate charges or incorrect amounts due to system errors
  • **Pending Gifts**: If the gift hasn't been transferred to the host yet (typically within 24 hours of payment)
  • **Fraudulent Events**: If an event is determined to be fraudulent after investigation
  • **Failed Transfers**: If the gift cannot be successfully delivered to the host

    • 2.2 Generally Not Eligible for Refund

  • Gifts that have been successfully transferred to the host
  • Change of mind after gift was sent and processed
  • Personal disputes between guests and hosts
  • Event cancellations by the host (contact host directly for resolution)
  • Disagreements about how the host uses the gift

    • 3. Refund Process


    3.1 How to Request a Refund

    Contact our support team at support@getzelo.co with:

  • Your name and email address
  • Transaction ID, date, and amount
  • Detailed reason for refund request
  • Any supporting documentation (e.g., proof of unauthorized use)

    • 3.2 Processing Timeline

    | Stage | Timeframe |

    |-------|-----------|

    | Initial response | Within 2 business days |

    | Investigation | 3-10 business days |

    | Refund processing (if approved) | 5-10 business days |

    | Funds in your account | Varies by bank (typically 3-5 additional days) |


    3.3 Refund Method

    Refunds are issued to the original payment method. If the original method is no longer available, we will work with you to find an alternative.


    4. Disputes Between Users


    Zelo is not responsible for disputes between hosts and guests regarding:

  • Event cancellations or changes
  • Misunderstandings about event details
  • How hosts use received gifts
  • Personal disagreements

    • We encourage parties to resolve disputes directly and amicably. Upon request, we can provide transaction records to assist with resolution.


    5. Chargebacks


    5.1 Before Filing a Chargeback

    Please contact us first to resolve any issues. We aim to address concerns quickly and fairly.


    5.2 Chargeback Process

    If you initiate a chargeback with your bank or card issuer:

  • We will provide transaction evidence to the payment processor
  • Your account may be suspended pending investigation
  • We will cooperate with the dispute resolution process

    • 5.3 Fraudulent Chargebacks

    Filing a chargeback for a legitimate transaction you authorized may result in:

  • Account termination
  • Collection of funds owed
  • Reporting to fraud prevention databases

    • 6. Consumer Rights by Region


    6.1 European Union / UK Users

    Under EU consumer law and UK Consumer Rights Act, you may have a 14-day cooling-off period for certain purchases. However, gifts are typically exempt from this right once the service has been fully performed (i.e., the gift has been transferred).


    If you believe your consumer rights have been violated, contact us at support@getzelo.co.


    6.2 California Users

    California users have rights under the California Consumer Protection laws. Contact us at support@getzelo.co to exercise any rights.


    6.3 Australian Users

    Australian consumers have guarantees under the Australian Consumer Law that cannot be excluded. Nothing in this policy limits those guarantees.


    6.4 Canadian Users

    Canadian provincial consumer protection laws may provide additional rights. Contact us for jurisdiction-specific information.


    7. Limitation


    This policy does not affect your statutory consumer rights under applicable law in your jurisdiction. Where local law provides greater protection, those provisions shall apply.


    8. Contact Us


    For refund requests or questions:

  • Email: support@getzelo.co
  • Response time: Within 2 business days

    • For unresolved disputes, EU/UK users may contact their local consumer protection authority or use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/