Version: 1.0 | Effective Date: [to be filled]
8.1.1. This Policy defines the procedure for refunds for Platform services and governs the specifics of returning goods and animals purchased through the Platform.
8.1.2. The Policy is drawn up in accordance with the Law of the Republic of Uzbekistan "On Consumer Rights Protection" and the Civil Code of the Republic of Uzbekistan.
8.2.1. Cases when a refund is made: Platform technical failure preventing service use (more than 24 consecutive hours); Double charge; Erroneous payment; Inability to provide service due to reasons dependent on the Contractor; Service does not match the page description.
8.2.2. Cases when a refund is NOT made: Service fully rendered (Boost expired, subscription used); Customer's voluntary refusal to use the service; Customer's account blocked for rule violations; More than 14 calendar days have passed since payment; Service falls under "non-refundable" category.
8.2.3. Partial refund: Monthly Pro subscription: no refund; Semi-annual Pro subscription: refund proportional to unused months, minus 20% administrative fee (if request submitted within first 14 days); Annual Pro subscription: refund proportional to unused months, minus 20% administrative fee (if request submitted within first 14 days).
8.2.4. Refund application procedure: Go to "Settings → Subscriptions and Payments → Request Refund"; State reason for refund; Attach confirmation (screenshots, receipt); Submit application. Alternatively: email support@zooelon.uz with subject "Refund".
8.2.5. Review and refund timeframes: Application review: up to 7 business days; Account credit: up to 14 business days from approval; Refund method: to the same payment card/account used for payment.
8.3.1. LLC "Dasta" is not a party to transactions between Users. Goods returns are governed by the Civil Code of the Republic of Uzbekistan, the Law "On Consumer Rights Protection", and the agreement between Seller and Buyer.
8.3.2. Return periods: Goods of proper quality — 14 days from receipt date; Goods of improper quality — Within warranty period; Second-hand goods — As agreed by parties.
8.3.3. Return conditions: original appearance preserved; consumer properties unchanged; packaging, labels, documents preserved; goods were not used.
8.4.1. Living animals are a special transaction object requiring a special approach. Returns are complicated by ethical considerations, stress for the animal, and difficulty assessing health condition.
8.4.2. Cases where return is considered: Hidden diseases not disclosed by Seller, detected within 14 days after transfer, confirmed by veterinary report; Breed mismatch confirmed by genetic test or RKF/FCI examination; Forged documents confirmed by examination; Cruelty during Seller's keeping confirmed by veterinary report.
8.4.3. Cases where return is NOT made: Change of buyer's circumstances (no time, no money, didn't like); Allergic reaction discovered after purchase; Incompatibility with other pets or family members; Behavioral issues manifested in stress after relocation; Diseases acquired after transfer; More than 30 days have passed since transfer.
8.4.4. Animal return procedure: Contact Seller in Platform chat; Veterinary report on animal's condition; Documentary record of reasons; Parties' agreement on return and compensation; If no agreement — contact Platform (dispute@zooelon.uz).
8.4.5. Alternatives to return: partial refund with animal remaining with buyer; veterinary treatment at Seller's expense for hidden diseases; Seller's assistance with training or socialization; transfer to shelter by agreement.
support@zooelon.uz — general refund questions; dispute@zooelon.uz — disputes between Users.
