Refund & Cancellation Policy
Platform: Zepo IT Effective Date: May 5, 2026 Jurisdiction: Republic of India
1. Introduction
This Refund and Cancellation Policy ("Policy") governs all transactions conducted through the Zepo IT mobile marketplace platform ("Platform"), which facilitates connections between freelance video editors ("Editors") and their clients ("Clients"). By initiating or accepting any project on the Platform, both Clients and Editors agree to be bound by this Policy in its entirety.
Zepo IT operates solely as an intermediary technology platform and does not directly provide video editing services. All financial transactions are processed and held in escrow through our authorised payment gateway partner in accordance with applicable Indian payment regulations.
2. General Principles
Zepo IT's escrow model ensures that client funds are held securely until a project is formally completed or a dispute is resolved. Refunds are governed strictly by the circumstances outlined below and are not issued on the basis of subjective dissatisfaction alone.
3. Scope of Refund Eligibility
3.1 Quality Disputes (Client vs. Editor)
Zepo IT does not issue refunds on the grounds of the Client's personal dissatisfaction with the final delivered video, provided the Editor has fulfilled the agreed-upon project scope.
Rationale: Prior to engaging an Editor, the Client is provided full access to the Editor's verified portfolio, client ratings, and platform-generated performance indicators. The selection of an Editor constitutes an informed, voluntary decision by the Client. Accordingly, the Client bears responsibility for their choice of service provider.
Recourse Available to Clients: Where the delivered work does not conform to the agreed project brief, the Client may formally request a revision (re-edit). The Editor is obligated to provide at least one revision based on the Client's documented feedback, provided such feedback falls within the original project scope.
Revision requests must be submitted through the Platform's official communication channel within 48 hours of delivery. Zepo IT may, at its sole discretion, facilitate dispute resolution between the parties.
3.2 Editor Cancellation or Non-Response After Acceptance
If an Editor accepts a project but subsequently becomes unresponsive or fails to deliver within the agreed deadline without prior notice, the following consequences and remedies shall apply:
Consequences for the Editor:
A formal Warning Mark shall be issued to the Editor's account.
The Warning Mark shall be publicly visible on the Editor's profile to inform future Clients.
Accumulation of 5 (five) Warning Marks shall result in the permanent suspension of the Editor's account on the Platform.
Remedies Available to the Client: The Client shall be entitled to choose one of the following two options:
Reassignment: The project is reassigned to another available Editor within the same agreed budget, at no additional cost to the Client.
Full Refund: A complete refund of the amount held in escrow is processed to the Client's original payment method.
Refund Timeline:
Refund initiation: Within 24 (twenty-four) hours of the refund request being approved.
Credit to Client's account: 3–5 (three to five) working days, subject to the processing timelines of the Client's bank or payment provider.
3.3 Late Delivery
In circumstances where an Editor delivers the final work after the agreed deadline but the work is nonetheless delivered:
The Client shall not be entitled to a refund solely on the grounds of late delivery.
The Client is required to accept the delivery and may provide feedback or request revisions as per the standard process.
Transparency Measures: Zepo IT shall record and display late delivery incidents on the Editor's public profile through platform performance indicators. Accumulation of 5 (five) such negative performance marks shall result in the automatic suspension of the Editor's account.
Mark Reset Provision: An Editor may reduce their accumulated negative marks by successfully completing 10 (ten) consecutive projects without any complaints, warnings, or late deliveries, upon which marks shall be reduced proportionally.
3.4 Protection Against Fraudulent or False Claims
Zepo IT maintains a zero-tolerance policy toward abuse of the dispute and refund mechanism.
If a Client is found to have submitted a false, fabricated, or malicious dispute or refund claim, upon investigation and determination by Zepo IT:
The Client's account may be temporarily suspended or permanently blocked.
Any funds wrongfully claimed or disputed may be restored to the Editor.
Zepo IT reserves the right to report such conduct to relevant authorities where applicable under Indian law.
4. Non-Refundable Circumstances
Refunds shall not be issued in the following situations:
The Client changes their mind after project completion without a legitimate basis.
The Client fails to provide clear, timely, or adequate project briefs resulting in unsatisfactory output.
The delivered work conforms to the agreed scope but does not meet subjective or unstated expectations.
The Client misrepresents project requirements at the time of engagement.
5. Dispute Resolution
Any dispute that cannot be resolved through the Platform's built-in communication and revision process shall be escalated to Zepo IT's support team at supportzepoit@gmail.com. Zepo IT's decision, after review of all available evidence, shall be final and binding with respect to Platform-level remedies.