Refund Policy

Refund & Cancellation Policy

ZatZim, operated by Forus LLC. Last updated: 24 Jun 2026.

This Refund & Cancellation Policy is part of the ZatZim Terms & Conditions and explains how cancellations and refunds work on the ZatZim apps and website (the "Service"), operated by Forus LLC.

1. Cancelling a booking

By the customer: you may cancel a booking before the provider begins the service. Cancellations made at least 24 hours before the scheduled time are eligible for a full refund of any amount paid online. Late cancellations may be subject to a fee of up to 20% or a flat amount.
By the provider: if a provider cancels or fails to deliver an accepted booking, you are entitled to a full refund of any amount paid online.

2. Refunds for card (online) payments

Approved refunds for card payments are returned to the original payment method via Stripe and typically appear within 5–10 business days, depending on your bank. Refunds are made in East Caribbean Dollars (XCD); any currency conversion is handled by your card issuer.

3. Cash (Cash on Delivery) bookings

For cash bookings, payment is made directly between you and the provider. ZatZim does not hold these funds, so cash refunds are arranged directly with the provider. If you cannot resolve a cash dispute, contact support and we will assist.

4. Wallet

Amounts paid from your in-app wallet for a cancelled booking are returned to your wallet balance.
Wallet withdrawals are refunded to the card on file and are subject to a 10% withdrawal fee — you receive 90% of the amount you request.

5. Non-refundable items

Services already completed, and any platform/commission or processing fees, are generally non-refundable except where a service was not delivered or where required by law.

6. Disputes

If a service was not as described or not delivered, contact us within 48 hours at support@zatzim.com with your booking details. We review disputes case by case and may issue a full or partial refund if the payment was made via the platform. We do our best to communicate with the service provider on your behalf, but we cannot assist with payments if paid in cash.