Cancellations, refunds & disputes

Before a quote is accepted

A brief may be withdrawn without charge before a creator quote is accepted, unless a separately agreed consultation or discovery fee has already been incurred.

After a project starts

Once a quote is accepted, the creator may begin reserving time and producing work. A client-requested cancellation may therefore be subject to payment for completed milestones, approved expenses and work reasonably performed up to cancellation.

The accepted quote should identify any non-refundable deposit or cancellation stage before payment.

When a refund may apply

• The creator does not start the project or misses the agreed final deadline without an approved extension.
• No usable deliverable is provided and the creator does not reasonably cure the failure.
• The delivered work materially differs from the accepted brief after included revisions are used.
• A duplicate or clearly unauthorised payment is processed.

What is normally not refundable

Completed and accepted milestones, subjective preference changes outside the original brief, unused included revisions, delays caused by missing client feedback or materials, and scope changes are normally not refundable.

AI-assisted work is not defective merely because AI tools were used where that use was consistent with the project terms.

How to raise a dispute

First message the other party with a clear description of the issue and the requested resolution. If unresolved, contact contact@zingolo.net within seven days of delivery or the disputed event.

Include the project reference, accepted quote, relevant messages, files and a concise timeline. Continue to preserve project records while the matter is reviewed.

Review and possible outcomes

Zingolo may review the brief, quote, messages, milestones and delivered files. Possible outcomes include continued work, a revised deadline, corrective delivery, partial payment, partial refund, full refund or release of payment.

Where payment services are enabled, processing times after an approved refund depend on the payment provider and receiving bank.

Chargebacks and abuse

Contact Zingolo before initiating a chargeback where possible. Fraudulent disputes, repeated abusive cancellations or attempts to retain delivered work without payment may result in account restrictions and recovery action.