1. Purpose and Scope

This Return, Refund, Escrow & Dispute Resolution Policy (the "Policy") establishes the rules and procedures governing payment handling, escrow holding, refund eligibility, fee treatment, returns, and dispute resolution for transactions initiated through the TeamZoro platform ("TeamZoro," "we," "us," or "our"). This Policy is designed to protect Customers and Providers, preserve platform trust, and reduce fraud and abuse in a consistent and enforceable manner.

This Policy applies to all Customers, Providers (including Merchants and Service Providers), and any other users participating in a transaction through TeamZoro, regardless of the communication method used within the Platform. This Policy forms part of TeamZoro's Terms & Conditions and is binding upon use of the Platform.

2. Definitions and Interpretation

For purposes of this Policy, "Customer" means the person purchasing a product or booking a service through TeamZoro. "Provider" means an independent third-party Merchant or Service Provider offering goods or services through TeamZoro. "Transaction" means a product order or service booking initiated and paid through TeamZoro. "Platform Fees" means TeamZoro's service and facilitation fees charged in connection with a Transaction. "Escrow" means the temporary holding of Customer funds by TeamZoro pending fulfillment or dispute resolution.

Headings are for convenience only and do not affect interpretation. Where this Policy allows TeamZoro discretion, such discretion is exercised reasonably and in good faith, taking into account evidence and platform integrity.

3. Platform Role and Transaction Relationship

TeamZoro operates a marketplace technology platform that enables Customers to contract directly with independent Providers. TeamZoro is not the seller, manufacturer, or direct provider of goods or services, and does not control Provider operations, staffing, inventory, schedules, or performance. Transactions are made between Customers and Providers, with TeamZoro acting as a facilitation and administration layer.

TeamZoro does, however, operate payment collection, escrow holding, and dispute administration systems. Nothing in this Policy creates an employment relationship, agency relationship, partnership, or joint venture between TeamZoro and any Provider, or between TeamZoro and any Customer.

4. Eligible Transactions and Exclusions

This Policy applies to (i) physical product purchases, (ii) in-person services, and (iii) remote services offered on the Platform. TeamZoro does not support digital goods, and this Policy does not apply to the sale, licensing, or delivery of purely digital products.

Certain disputes may fall outside the scope of a refund remedy, including purely subjective dissatisfaction where evidence shows the Provider fulfilled materially as promised. TeamZoro evaluates eligibility based on the specific facts and evidence for each case.

5. Payments, Escrow Holding, and Release Conditions

TeamZoro holds Transaction funds in escrow until fulfillment conditions are met or a dispute is resolved. This escrow framework exists to protect Customers against non-delivery and Provider non-performance while also protecting Providers against payment abuse and bad-faith claims.

Funds are generally eligible for release after (a) the Transaction is marked Delivered/Completed, and (b) the Protection Window expires without a dispute, or (c) a dispute is resolved. TeamZoro may delay release where reasonable risk or compliance checks are necessary.

6. 24-Hour Platform Protection Window

All Transactions are subject to a mandatory 24-hour Protection Window. This window begins at the time the Platform records the order as Delivered or the service as Completed. During this window, the Customer may report non-delivery, no-show, material non-conformance, incomplete service, or other fulfillment failures supported by evidence.

If the Customer does not submit a dispute within the Protection Window, the Customer is deemed to have accepted the fulfillment as delivered/completed for purposes of escrow release. TeamZoro may still intervene outside the window in exceptional circumstances involving fraud, safety, or clear system error.

7. Provider-Specific Return Windows and Merchant Policies

Merchants offering physical products may publish their own return windows (e.g., 7, 14, or 30 days) within the Platform. These Provider policies are intended to enhance Customer trust and may provide additional remedies beyond TeamZoro's minimum platform protections. However, Provider policies must remain consistent with applicable law and platform standards.

TeamZoro does not permit blanket "non-refundable" policies that eliminate review of legitimate disputes. All cases remain subject to TeamZoro's evaluation when a dispute is raised through the Platform, including when a Provider asserts a restrictive policy. TeamZoro retains authority to override provider policies where abuse, non-delivery, or misrepresentation is established.

8. Dispute Resolution Process and Decision Authority

Disputes are handled through a hybrid approach designed to encourage direct resolution first while ensuring platform-level protection when necessary. Where appropriate, TeamZoro may allow Providers to propose a remedy (refund, partial refund, replacement, re-service). If the parties do not reach resolution promptly, TeamZoro will perform an independent review.

TeamZoro's review may consider transaction logs, in-app messages, delivery confirmation, proof of completion, photographs, location signals, timing metadata, prior behavior patterns, and fraud-risk indicators. TeamZoro's decision is binding to the maximum extent permitted by law, and TeamZoro may implement remedies through escrow control.

9. Refund Outcomes and Partial Refund Framework

Refunds may be issued as full refunds or partial refunds depending on the facts, degree of fulfillment, and evidence presented. TeamZoro does not provide automatic refunds, and each case is evaluated individually. Where a partial refund is appropriate, the refund amount is determined based on the objectively supported portion of non-fulfillment or verified defect.

Partial refunds require clarity and fairness: TeamZoro may require Customer confirmation of a proposed partial remedy before implementation, particularly where partial fulfillment exists and a settlement is being reached. TeamZoro may deny refunds where the evidence supports fulfillment or where Customer conduct is abusive or fraudulent.

10. Platform Fees, Fee Refunds, and Fee Withholding Rules

Platform Fees are generally refundable when a Transaction fails due to Provider fault, including Provider no-shows and non-delivery of products. TeamZoro will refund Platform Fees in full when TeamZoro determines that the Customer did not receive the core benefit of the Transaction due to Provider non-performance.

In partial refund scenarios, Platform Fees may be withheld only where (i) a partial refund is determined through the case evaluation process, and (ii) the Customer agrees to the partial settlement outcome. Fee withholding reflects reasonable operational, processing, and administration costs incurred by TeamZoro in facilitating and resolving a partially fulfilled Transaction. TeamZoro does not withhold Platform Fees as a punitive measure; withholding is tied to the facts and the settlement structure.

11. Fraud, Abuse, Misuse, and Enforcement Actions

TeamZoro actively monitors for fraud and abuse by both Customers and Providers. Fraud includes but is not limited to false claims, staged disputes, chargeback abuse, collusion, repeated bad-faith refund behavior, misrepresentation of goods/services, and attempts to circumvent platform safeguards.

Where TeamZoro reasonably suspects or determines fraud or abuse, TeamZoro may deny refunds, reverse credits, suspend payouts, limit account functionality, request enhanced verification, or permanently remove users. TeamZoro may also retain fees and take additional steps where required for legal compliance, banking requirements, or platform safety.

12. Refund Method, Timing, and Financial Processing Limits

Approved refunds are issued to the original payment method where possible or by other method determined by TeamZoro based on processing capabilities and compliance. Refund timelines depend on the payment processor, issuing bank, and settlement networks. While TeamZoro will initiate refunds promptly once approved, TeamZoro cannot guarantee bank processing timeframes.

Where applicable, TeamZoro may require additional verification before issuing high-value refunds to prevent fraud. TeamZoro may also decline to issue a refund where doing so would violate law, banking rules, or platform security controls.

13. Limitation of Liability and Risk Allocation

To the maximum extent permitted by applicable law, TeamZoro is not liable for indirect, incidental, special, consequential, punitive, or exemplary damages arising from any Provider transaction, including missed profits, reputational harm, or service interruptions. TeamZoro does not warrant Provider quality or guarantee outcomes. TeamZoro's role is limited to facilitating and administering the Platform, escrow framework, and dispute process.

Where TeamZoro is found liable despite these limitations, TeamZoro's total aggregate liability related to any Transaction shall be limited to the amount of Platform Fees actually paid to TeamZoro for that Transaction, unless a higher limit is required by non-excludable legal obligations.

14. Governing Law, Updates, and Contact

This Policy is governed by the laws of Sri Lanka, and disputes concerning this Policy shall be subject to Sri Lankan jurisdiction, unless TeamZoro elects a lawful alternative dispute resolution process. TeamZoro may update this Policy from time to time to reflect operational changes, fraud patterns, banking requirements, or legal compliance updates. Continued use of the Platform after updates constitutes acceptance of the revised Policy.

Questions or requests relating to this Policy must be submitted through TeamZoro's official support channels. TeamZoro may require identity verification before discussing account-specific dispute details.

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