Refund and Cancellation Policy

1. Before provider acceptance

A Customer may cancel a pending request before a Service Provider accepts it. Any amount captured for that request will be refunded in full to the original payment method. A temporary bank authorisation or payment hold may take additional time to disappear under the bank’s rules.

2. After provider acceptance

Once a Service Provider accepts a Booking, the Booking is generally non-refundable because the provider has reserved time and may have declined other work or incurred preparation costs. A change of mind, a Customer scheduling error, failure to obtain internal approval, or failure to provide agreed site access ordinarily does not qualify for a refund.

3. Refund exceptions

A full or proportionate refund may be issued after acceptance where Zatrium reasonably verifies one of the following:

• the Service Provider cancels and no acceptable replacement is agreed;
• the Service Provider does not attend within the agreed reporting window and does not have an excused delay accepted by the Customer;
• the service is not performed or is materially different from the confirmed scope and the issue is not caused by the Customer;
• a duplicate payment, incorrect debit or proven Platform/payment-processing error occurred;
• the Booking is cancelled because performance would be unlawful or creates a substantiated safety risk not caused by the claiming party;
• applicable law requires a refund.

If a usable portion of the service was delivered, Zatrium may issue a proportionate refund after considering the confirmed scope, evidence and value delivered. Disagreement with style or subjective preference alone is not a material defect when the service matches the confirmed description and reasonable professional standards.

4. Customer no-show and site failure

If the Customer or its representative is unavailable, denies agreed access, provides materially incorrect requirements, or prevents performance, the Booking may be treated as completed for refund purposes. The parties may agree to reschedule, but additional travel, waiting or preparation charges must be disclosed and accepted through the Platform.

5. Provider delay, no-show and substitution

A provider should promptly notify delay. A Customer may reject an unreasonable delay that defeats the purpose of the Booking. A substitute may be used only with the Customer’s consent and any required verification. An unauthorised substitution may support cancellation and refund.

6. How to request a refund

• Open the relevant Booking and select the help, cancellation or dispute option, or email marketing@foodtechbiz.com.
• Submit the Booking ID, reason, requested outcome and supporting evidence within seven days after the scheduled completion time or the date the issue became known, whichever is later.
• Cooperate with reasonable questions. Zatrium may review messages, attendance records, payment logs, photographs or other relevant evidence and invite the other party to respond.
• Zatrium will communicate the outcome and, where applicable, the amount and method of refund.

The seven-day reporting window helps preserve evidence but does not extinguish a statutory right that legally continues for longer.

7. Refund method and timing

Approved refunds are initiated to the original payment method unless law or the payment partner requires another route. Zatrium will ordinarily initiate the refund within five business days after approval. The bank, card network or payment provider may require a further five to ten business days to credit it. Zatrium will not require a consumer to accept a voucher instead of a monetary refund where law requires return of money.

8. Chargebacks

Contact Zatrium before raising a chargeback so the issue can be investigated quickly. Fraudulent or duplicate chargebacks may lead to account restriction. This clause does not prevent a User from exercising lawful rights with a bank or payment provider.