Prevention Of Fraud & Refund Policy

Refund, Fraud, and Complaint Resolution Policy

Zenmart is committed to ensuring a transparent, secure, and customer-focused digital payment experience. This policy defines the terms, rights, and procedures for refund processing, fraud reporting, and complaint resolution for all users and merchants using our platform.

1. Fraudulent Transactions & Social Engineering Complaints

1.1 Reporting Window

Any fraudulent transaction, unauthorized access, or social engineering attack must be reported within 24 hours of occurrence to qualify for consideration.

1.2 Required Information

Transaction ID or reference number
Date and time of transaction
Account or wallet number used
Screenshots, audio recordings, or any relevant evidence if social engineering was involved

1.3 Action & Liability

Zenmart will initiate a tri-party investigation with the acquiring merchant and bank/wallet provider.
If fraud is confirmed, a full or partial refund will be processed subject to recovery.
If reported after 24 hours, the claim may be rejected due to risk of delayed detection and lack of data integrity.

2. Refund Eligibility and Process

2.1 KYC and Refund Precondition

All refund requests will be processed only after the customer has completed Know Your Customer (KYC) verification in accordance with Zenmart’s regulatory compliance obligations.

2.2 Valid Reasons for Refund

Double or incorrect charge due to system or merchant error
Failure to deliver a promised product or service within the defined delivery window
Delivery of damaged, faulty, or materially incorrect items
Fraudulent or unauthorized transactions reported within the defined timeline

2.3 Deductions on Refund

VAT (Value Added Tax)
FED (Federal Excise Duty)
Transaction or gateway processing fees, if already deducted by third-party providers

2.4 Refund Method & Timeline

Refunds will be made via the same payment channel (bank account, mobile wallet, or card) from which the original transaction was made.
Refunds will only be credited to the same account title and number to ensure anti-fraud compliance.
Refunds are typically processed within 48 to 72 working hours from final approval.
In exceptional cases requiring deeper investigation, Zenmart reserves the right to extend this processing period to 7 working days, with prior notice to the customer.

3. Product Non-Delivery, Discrepancy & Damage Complaints

3.1 Merchant Commitment Window

If the merchant has clearly communicated a delivery timeframe (e.g., 7 or 10 days), customers are expected to wait for that period to expire before raising a non-delivery complaint.

3.2 Complaint Scenarios Allowed

Product was not delivered even after the committed time has passed
Product or service is substantially different from the advertised listing
Delivered item is damaged, incomplete, expired, or defective

3.3 Evidence Submission

Customer must submit order receipt/invoice
Clear images/videos of the received product (if any)
Any email/SMS/chat records between merchant and customer regarding delivery

3.4 Complaint Submission Timeline

Complaints must be lodged within 72 hours of expected delivery or receipt. Failure to raise a complaint within this window may render the refund request ineligible.

4. Refund Policy vs. Merchant Policy

4.1 Merchant Terms Precedence

Each merchant integrated with Zenmart may have its own refund, delivery, and return policy.
Zenmart honors those terms unless they contradict consumer protection laws or this platform policy.

4.2 Policy Mismatch Resolution

Zenmart will mediate between the customer and the merchant.
In case of non-response from the merchant within 3 working days, Zenmart may take a final decision in the interest of the customer, subject to transaction validation.

5. Non-Refundable Scenarios

Refunds will not be applicable in the following situations:

Buyer’s remorse or change of mind after payment
Disagreement over pricing or merchant terms after acceptance
Customer failed to review merchant delivery/refund policy
Order fulfilled exactly as described by the merchant

6. Legal Disclaimer

Zenmart is a technology-based payment aggregator and does not manufacture, store, or directly sell products or services.
Zenmart’s role is limited to transaction facilitation between customer and merchant.
Zenmart shall not be liable for indirect losses unless due to gross negligence or verified system failure.

7. Complaint Registration & Resolution Process

7.1 Steps to Lodge a Complaint

Visiting the Zenmart Support Portal: www.zenmart.tech/contact
Emailing us at info.zenmart.tech
Calling our customer support at 0322 5712905

7.2 Information Required

Full Name and CNIC
Transaction Reference ID
Date of Transaction
Description of Issue
Screenshots or supporting documents (if any)

7.3 Investigation & Resolution

Complaints will be acknowledged within 24 hours of receipt.
Standard resolution time is within 7 working days.
Complex cases involving fraud, chargebacks, or cross-border transactions may take longer. Customers will be notified proactively in such cases.

8. Contact & Escalation

Primary Support:
📧 Email: info.zenmart.tech
🌐 Website: www.zenmart.tech
📞 Phone: 0322 5712905

For legal escalations or regulatory queries, please write to:
Legal Department, Zenmart
📧 Email: legal@zenmart.tech

Effective Date:

09-10-2024