Refund Policy
Last updated: 19 August 2026
At Zenvora Global Ltd, we want customers to have confidence when booking services through our platform.
This Refund Policy explains when refunds may be available for bookings made through Zenvora.
This policy does not affect your statutory rights under UK consumer law.
1. Zenvora's Marketplace Role
Zenvora connects customers with independent freelancers, professionals and businesses.
Unless a service is expressly identified as being supplied directly by Zenvora, the Service Provider is responsible for delivering the booked service.
Zenvora may facilitate payments and assist customers and providers with refund requests and disputes.
2. When You May Be Entitled to a Refund
Depending on the circumstances, a full or partial refund may be available where:
The Service Provider cancels your confirmed booking
The service is not provided
You are charged incorrectly
You are charged more than once for the same transaction
The service is materially different from what was agreed
The service is not provided with reasonable care and skill
You exercise a statutory cancellation right
Applicable consumer law otherwise gives you a right to a refund or price reduction
3. Provider Cancellation
If a Service Provider cancels a confirmed booking and no suitable alternative is agreed, amounts paid for the cancelled service will normally be refunded.
Where appropriate, Zenvora may first offer the customer the option of:
Rescheduling
Booking another suitable provider
Receiving a refund
The choice available will depend on the circumstances and will not restrict any statutory rights.
4. Customer Cancellation
Refunds following customer cancellation are governed by:
Applicable UK consumer law
Our Cancellation Policy
Any provider-specific cancellation terms clearly shown before booking
Provider-specific terms cannot remove statutory consumer rights.
5. Service Already Started
Where you have expressly requested that a service begin during a statutory cancellation period and later exercise a valid right to cancel, you may be required to pay a proportionate amount for services already supplied.
Where a service has been fully performed after the required express request and acknowledgement, a statutory cancellation right may no longer apply.
6. Problems With a Completed Service
If you believe a completed service was not provided with reasonable care and skill or did not conform to what was agreed, contact Zenvora as soon as reasonably possible.
Depending on the circumstances and your legal rights, an appropriate remedy may include:
Repeat performance
Correction of the service
Partial refund
Price reduction
Full refund where legally appropriate
We may ask you to provide reasonable evidence of the problem.
7. No-Show or Late Customer
Where a customer fails to attend a confirmed appointment without cancelling in accordance with the applicable cancellation terms, a refund may not be available.
The same may apply where a provider is unable to carry out the service because the customer:
Was unavailable
Provided incorrect information
Failed to provide agreed access
Failed to meet clearly communicated service requirements
However, nothing in this section removes statutory rights.
8. Booking and Platform Fees
Any Zenvora booking, service or platform fee will be clearly displayed before payment where applicable.
The refundability of such a fee will depend on:
The reason for cancellation
Whether Zenvora has already supplied the relevant service
The terms shown at checkout
Applicable consumer law
Nothing in this policy allows Zenvora to retain a fee where doing so would breach applicable law.
9. How to Request a Refund
To request a refund, contact:
Please include:
Your full name
Booking or order number
Name of the Service Provider
Date of the booking
Amount paid
Reason for requesting the refund
Supporting information or evidence where relevant
We may contact the Service Provider before making a decision.
10. Refund Method
Approved refunds will normally be returned to the original payment method used for the transaction unless another method is required or agreed.
Processing times may vary depending on the payment provider or financial institution.
Once Zenvora has initiated a refund, additional processing time may be required by your bank or card provider.
11. Fraudulent or Abusive Claims
Zenvora reserves the right to investigate refund requests where there is reasonable evidence of fraud, misuse or abuse.
This does not affect legitimate statutory consumer rights.
12. Statutory Rights
Nothing in this Refund Policy excludes or limits rights available to consumers under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
13. Contact Us
For questions regarding a refund:
Zenvora Global Ltd
Email: director@zenvoragloballtd.com