This Refund Policy ("Policy") outlines the refund guidelines for services provided by ZeeLance (SMC-Private) Limited (Registration CUIN 0300899) ("ZeeLance", "we", "us", or "our"). By purchasing our services, you agree to the terms outlined in this Policy.
Important Notice: This Policy highlights our refund guidelines for different types of transactions.
- All slot purchases and services booked on our platform are strictly non-refundable
- Unused wallet funds may be withdrawn with applicable charges
- Token top-ups are fully refundable if no services have been purchased
- Service interruptions do not warrant refunds unless exceeding 7 days
- We do not process refunds for transactions between buyers and merchants
- Accounts involved in illegal activities will be suspended with all funds forfeited
1. Slot and Service Purchases
1.1 General Policy
All slot subscription purchases and any services booked through ZeeLance are:
- Prepaid and strictly non-refundable except where required by applicable law
- Considered final at the time of purchase with no cooling-off period
- Tied to the specific account and cannot be transferred to other accounts
1.2 Manual Renewal Process
Slot subscriptions require manual renewal:
- Services are immediately suspended when a slot package expires
- User data is stored for 14 days without deletion
- Users must renew within the 14-day grace period to restore services
- No automatic renewals occur - users must manually initiate renewal
2. Wallet System
2.1 Wallet Funds
ZeeLance provides an optional wallet system for:
- Storing credits/points for slot renewals
- Paying for additional services/features
- Facilitating affiliate payouts
2.2 Withdrawal Policy
Unused wallet funds may be withdrawn under specific conditions:
- Funds not used for any platform services are eligible for withdrawal
- Withdrawals are only possible in the same currency and same country/state
- No cross-border withdrawals are permitted
- Applicable withdrawal taxes and transfer charges will be deducted
- Used funds or funds allocated to services are not eligible for withdrawal
- Affiliate earnings can only be withdrawn in PKR to Pakistani banks
- International bank transfers are not supported at this time
- Minimum withdrawal amount of 50 credits/points/USD equivalent is required
2.3 Token Refund Process
If you top up tokens but don't purchase any services:
- The same tokens can be refunded in full if requested
- If paid via third-party payment gateway, refund will be processed to the original card
- Refunds will be in the same currency as the original transaction
- Processing may take 15-21 business days
- Transaction fees are non-refundable
- Once services are purchased using tokens, standard non-refundable policy applies
Important: Wallet funds do not constitute a bank account and are not insured deposits. The wallet system is designed for credit/points collection and does not store digital money. You are responsible for managing your wallet balance and ensuring proper use of funds for platform services.
3. Prohibited Activities and Account Suspension
3.1 Illegal Activities
ZeeLance maintains a zero-tolerance policy towards illegal activities including but not limited to:
- Money laundering or terrorist financing
- Fraudulent transactions or identity theft
- Unauthorized access to systems or accounts
- Violation of intellectual property rights
- Any activity violating applicable laws or regulations
3.2 Suspension and Fund Forfeiture
If a user is suspected of involvement in prohibited activities:
- Accounts will be immediately suspended pending investigation
- All wallet funds and services will be frozen indefinitely
- No refunds will be issued for any purchased services or slots
- Withdrawal privileges will be immediately revoked
- Funds may be permanently forfeited if illegal activity is confirmed
- Relevant authorities will be notified as required by law
Zero Tolerance: ZeeLance cooperates fully with law enforcement agencies. Any account involved in suspicious or illegal activities will face immediate suspension with all funds becoming non-refundable and non-withdrawable.
4. Third-Party Transactions
4.1 Merchant-Buyer Transactions
ZeeLance does not:
- Process or store payment card details for merchant transactions
- Act as intermediary in buyer-seller transactions
- Handle refunds for purchases made from merchant stores
4.2 Refund Responsibility
All refund requests for products/services purchased from merchants must be:
- Directed to the respective merchant
- Handled according to the merchant's refund policy
- Processed through the merchant's chosen payment processor
4.3 Dispute Resolution
ZeeLance does not:
- Mediate payment disputes between buyers and sellers
- Guarantee product availability or merchant performance
- Handle shipping, returns, or product quality assurance
Note: As merchants operate as independent businesses, all refund policies, return procedures, and customer service matters are solely the responsibility of each merchant.
5. Affiliate Program
5.1 Commission Payments
Affiliate commissions are:
- Paid to your ZeeLance wallet as credits/points
- Subject to a 7-day waiting period for fraud prevention
- Voided if the original sale is refunded
5.2 Commission Withdrawals
Commission payments:
- Can be withdrawn following the standard wallet withdrawal policy
- Are only payable in PKR to Pakistani banks
- International bank transfers are not supported
- May have applicable taxes and fees deducted
- Will be forfeited if the affiliate account is suspended for violations
- Minimum withdrawal amount of 50 credits/points/USD equivalent applies
6. Service Interruptions
6.1 Uptime Commitment
While we strive for 99% monthly uptime, service interruptions may occur due to:
- Scheduled maintenance (no advance notice provided)
- Force majeure events
- Third-party service outages
- Merchant-caused issues
6.2 Service Credit Eligibility
Service credits may be considered only if:
- Platform-wide outage exceeds 7 consecutive days
- Outage is directly caused by ZeeLance infrastructure failure
- User submits a valid request within 14 days of the incident
- No credits are provided for merchant-specific issues
No Service Guarantees: ZeeLance cannot guarantee uninterrupted or error-free operation. The platform is provided "as is" without warranties of any kind. Service interruptions do not entitle users to refunds for purchased slots or services. We do not send notifications for service interruptions or maintenance.
7. Payment Processing
7.1 Third-Party Processors
All payments are processed through:
- Safepay (Pvt) Limited
- Other authorized third-party payment processors
7.2 Transaction Disputes
For issues with payment processing:
- Contact our support team with transaction details
- Provide evidence of duplicate or incorrect charges
- Allow 7-10 business days for investigation
7.3 Chargebacks
Initiating chargebacks without first contacting support may result in:
- Immediate account suspension
- Permanent termination of your account
- Loss of all wallet funds and services
- Legal action for fraudulent chargeback claims
8. Legal Requirements
8.1 Consumer Protection Laws
Where required by applicable consumer protection laws:
- We will comply with mandatory refund requirements
- Refunds will be processed to the original payment method
- Processing may take 15-21 business days
- Legal requirements override platform policy where applicable
8.2 Regulatory Compliance
ZeeLance follows all applicable regulations including:
- Anti-Money Laundering (AML) regulations
- Counter-Terrorism Financing (CTF) requirements
- Data protection and privacy laws
- Financial services regulations
9. Refund Request Process
9.1 Submission
To request a refund where legally entitled:
- Contact our support team at contact@zeelance.net
- Provide your account information and transaction details
- Explain the basis for your refund request
- Include any supporting documentation
9.2 Review Process
All refund requests undergo:
- Verification of account and transaction details
- Assessment against this Policy and applicable laws
- Review by our finance and compliance teams
- Decision within 14 business days
9.3 Approval & Processing
Approved refunds are:
- Processed to the original payment method
- Completed within 10-21 business days after approval
- Subject to transaction fees which are non-refundable
- For token top-ups without service usage, refunded in full in the same currency
- For affiliate earnings, paid only in PKR to Pakistani banks
Please Note: Most refund requests are denied as our services are strictly non-refundable. Only requests meeting specific legal requirements or for unused token top-ups will be considered. Accounts suspended for violations will not be eligible for any refunds.
10. Policy Updates
10.1 Amendments
We may modify this Refund Policy:
- Without prior notice to existing customers
- By posting the updated Policy on our platform
- With changes effective for all future transactions
10.2 Continued Use
Continued use of our services after Policy changes constitutes:
- Acceptance of the modified Policy
- Agreement to the updated refund terms
- Understanding of our refund policies
Notification Policy: ZeeLance does not send email notifications for policy updates. It is your responsibility to regularly check our website for any changes to our terms, conditions, or policies.
11. Contact Information & Complaints
11.1 Company Information
ZeeLance (SMC-Private) Limited
Registration CUIN 0300899
CITI Tower, 2nd Floor, Office: 21
Chungi No.9, Bosan Road, Multan
11.2 General Inquiries
Email: contact@zeelance.net
11.3 Complaints Handling
For formal complaints regarding our services or refund policies:
Email: complaints@zeelance.net
11.4 Suspension Appeals
For appealing account suspension decisions:
contact your respective account guardian from your account panel helpline icon
Please include "Refund Policy Inquiry", "Complaint", or "Appeal" in the subject line for appropriate routing and faster response.