Cancellation & Refund

Cancellation & Refund Policy

Last updated: September 20, 2025

This Cancellation & Refund Policy explains how cancellations, refunds, and disputes are handled on Bizzap.app (the "Platform"). It applies to purchases, lead payments, subscriptions, premium features, and any paid services offered through the Platform.

Note: This policy is a template tailored for Bizzap.app and should be reviewed by legal counsel before publishing.

1. Scope

This policy covers:

  • Order cancellations (products, sample orders, services)

  • Refund requests for paid leads, subscriptions, marketplace purchases, or escrowed transactions

  • Chargebacks and payment disputes

  • Refund processing timeframes and methods

It does not replace or alter any individual seller terms or third-party payment provider rules. Sellers on the Platform may have their own return/cancellation terms that supplement this policy; where those differ, the Platform will clearly show seller-specific terms on the order/lead page.

2. Definitions

  • Buyer: the person or business purchasing a product, service, sample, or lead through Bizzap.app.

  • Seller / Vendor: the business listing products/services on Bizzap.app.

  • Paid Lead / Sample Fee: payment made to access or test a vendor's offering (if your plan includes lead credits, refer to the payment receipts).

  • Escrow: funds held by Bizzap.app (or a payment partner) until order milestones are met.

  • Subscription: recurring paid plan (monthly/annual) for premium features.

3. General Principles

  1. We aim for fairness and transparency. Refunds will be issued when a request meets the eligibility criteria below.

  2. Timely cancellations by buyers are encouraged — earlier cancellations are easier to process and more likely to be fully refunded.

  3. Sellers are expected to clearly disclose fulfillment lead-times, sample policies, minimum order quantities (MOQs), and refund/cancellation restrictions on their listings.

4. Cancellation Rules

4.1 Orders (Products / Services / Samples)

  • Before shipment / fulfillment: Buyers may cancel an order before the seller has started processing or shipping. If the seller confirms cancellation, the payment will be refunded according to Section 5 below.

  • After shipment / fulfillment started: Cancellations after the seller begins fulfillment may not be eligible for a full refund — partial refunds may apply after inspection.

  • Custom / made-to-order goods: Orders for custom, personalized, or bespoke items cannot be canceled once production has started unless otherwise agreed with the seller.

  • Sample orders / trial services: Sample cancellations are allowed within the window displayed on the sample listing. If no window is shown, cancellations within 24 hours of payment are eligible for full refund if the seller has not begun dispatch.

4.2 Subscriptions & Plans

  • You can cancel subscriptions at any time from your account settings. Cancellation stops future recurring charges but does not automatically refund past or current billing periods unless otherwise stated in the Subscription Refunds section below.

  • Trial periods are subject to the terms offered at signup. If a trial converts to paid because the user did not cancel before trial end, refunds follow the standard subscription refund rules.

5. Refund Eligibility

Refunds may be issued when one or more of the following apply:

  • Order was canceled before fulfillment (and seller confirms cancellation).

  • Item received is materially different from the listing (wrong product, wrong specifications, damaged in transit).

  • Paid lead or sample was not delivered or the vendor failed to respond within the advertised SLA.

  • Duplicate charge or clear payment processing error.

  • Subscription was charged in error (e.g., duplicate charge, or misapplied coupon).

Refunds will not be issued for:

  • Buyer remorse where the product is exactly as described and shipped on time.

  • Changes to buyer requirements after a custom order has entered production and the seller has started work (unless seller agrees).

  • Non-compliance with local import/customs rules that the buyer did not follow.

Exceptions may be made at Bizzap.app’s discretion.

6. Refund Process & Steps

  1. Submit request: Buyer must submit a refund/cancellation request through the order page or the Help Center within the timeframe shown (typically within 7–14 days after delivery for product issues; for lead/sample disputes, within 7 days of expected delivery).

  2. Provide evidence: Upload photos, videos, order screenshots, and message history with the seller.

  3. Seller response: Seller has 3 business days to respond and attempt resolution (refund, replacement, or partial refund).

  4. Mediation: If buyer and seller can’t resolve, escalate the case to Bizzap.app support via the order page. Bizzap.app will review evidence and make a determination.

  5. Refund issuance: If approved, refunds are issued to the original payment method or via an agreed alternative (see Section 8). The time to reflect in the buyer’s account depends on the payment provider.

7. Timeframes

  • Seller response window: 3 business days after buyer raises a dispute.

  • Bizzap.app review: Up to 7–14 business days after escalation, depending on case complexity.

  • Refund posting: Once approved, refunds may take:

    • 5–10 business days for bank transfers / cards (may vary by bank and region).

    • Up to 14 business days for some international transactions.

  • Subscription refunds: If eligible, processed within 5 business days after approval and may take one billing cycle to reflect depending on the provider.

8. How Refunds Are Issued

We generally refund to the original payment method. In certain situations we may offer refunds as:

  • Original card/bank account refund

  • Platform wallet credit (Bizzap.app Wallet) — instant, usable on the Platform

  • Bank transfer (for vendors or special cases)

Platform wallet credits will expire after 12 months unless otherwise notified.

9. Fees & Deductions

  • Payment gateway fees incurred on successful transactions are generally non-refundable unless otherwise required by the payment provider’s policy.

  • If an order was partially fulfilled (e.g., partial shipment), refunds may be partial after deducting shipping costs, fulfillment costs, and any non-refundable fees clearly disclosed at purchase.

  • For subscription refunds, pro-rated refunds may be offered at Bizzap.app’s discretion and depending on billing cycles.

10. Chargebacks & Disputes

If a buyer initiates a chargeback with their bank or card issuer, Bizzap.app will:

  1. Cooperate with the payment provider and share evidence.

  2. Temporarily suspend disputed funds until the chargeback is resolved.

  3. If the chargeback is reversed in the buyer’s favor, the Platform will follow the chargeback outcome and notify both parties.

Buyers should first attempt resolution via the Platform dispute process — chargebacks should be used only when supported resolution channels fail.

11. Seller Responsibilities

  • Maintain clear cancellation and refund terms on product/service listings.

  • Respond to buyer queries and disputes within the platform timelines.

  • Fulfill or ship orders according to the agreed timeframe and provide tracking where available.

  • Provide evidence if a buyer claims non-delivery or product issues (photos, tracking, proof of fulfillment).

Failure to respond or provide evidence may result in Bizzap.app deciding in favor of the buyer and issuing a refund.

12. International Orders & Taxes

  • Buyers are responsible for local import duties, customs, and taxes unless the seller explicitly covers them.

  • Refunds do not usually include import duties paid to customs; buyers must check local customs refund policies.

13. Contact & Escalation

To request a cancellation or refund:

  1. Go to Orders in your Bizzap.app account.

  2. Select the relevant order and click Request Cancellation / Refund.

  3. Provide required details and submit evidence.

If you need help, contact support:

14. Sample Cancellation Request Template

Subject: Cancellation request — Order #12345

Order ID: 12345

Date: 2025-09-20

Reason for cancellation: (e.g., seller delayed production; buyer changed requirements; duplicate order)

Requested resolution: Full refund / Partial refund / Reschedule

Attachments: Photos, chat screenshots, invoices

15. FAQs

Q: How long will my refund take?
A: Approved refunds are processed within 5–14 business days depending on payment method and bank.

Q: Can I cancel a custom-made order?
A: Not always — if production has started, the seller may refuse full cancellation. Contact the seller immediately to negotiate.

Q: Who pays shipping on returns?
A: Return shipping responsibility will be indicated on the listing; if the item is defective or shipped incorrectly, the seller is expected to cover return shipping.

Q: I was charged twice — what do I do?
A: Contact support and provide payment receipts; duplicate charges found to be the Platform’s fault will be refunded.

16. Changes to this Policy

We may update this policy from time to time. When we do, we will publish the updated policy with a new "Last updated" date. Continued use of the Platform after changes means you accept the updated policy.

Prepared by: Bizzap.app Product & Trust Team