How Cancellations and Disputes Work on Zinn Hub

 

Every order on Zinn Hub is protected. If something doesn't go to plan — your Zinner stops responding, the delivery doesn't match what was advertised, or you and the Zinner just can't agree — you have two clear ways to resolve it, both built into the order page itself. No emails to support, no order numbers to copy, no waiting in queues.

This article is a quick overview. For the full plain-language detail, see our Refund Policy at https://zinnhub.com/refund-policy/. The legal version lives in our Terms & Conditions at https://zinnhub.com/terms/.

The two ways to resolve an issueEvery order page has two buttons that handle different situations:

• Cancel Order is for orders that haven't started or are still in progress. The two of you agree directly on a refund — no admin involvement needed in most cases.
• Raise Dispute is for orders where you and the Zinner can't agree, including delivered work that doesn't match the listing or stalled deliveries with an unresponsive Zinner. Disputes are reviewed by our team.

If you're not sure which one to use, start with the Cancel Order button — and if a cancellation can't be agreed between you, the system will automatically escalate to a dispute on your behalf. You don't lose your protection by trying the cancellation route first.
Before you click either button, message the Zinner first. Most issues are misunderstandings that get sorted with a single message — and if a revision is what you need, this is the fastest way to get one.

How cancellations work

When you click Cancel Order, you propose a refund percentage — 25%, 50%, 75%, or 100% — and the Zinner has 72 hours to do one of four things:

• Accept your proposed percentage. The refund goes through immediately.
• Counter-offer with a different percentage. You then have 72 hours to respond.
• Decline the request. The order continues normally.
• Do nothing. After 72 hours of silence, the cancellation is granted automatically at the percentage you proposed.

You can negotiate up to three rounds in total. If you can't agree by the third round, the case automatically escalates to a dispute for our team to review. The same happens if either side actively escalates.
You'll receive notifications by email, in-app, and on Telegram (if connected) so you don't miss a deadline.

The 100% pre-work refund guarantee

If the Zinner hasn't started work yet, you get 100% back. Always.

This applies whenever:

• You've paid for a Zinn but haven't yet sent your requirements (the Zinner has nothing to work from).
• The Zinner has missed their committed delivery deadline without delivering anything.

In both cases, the system enforces a full refund automatically. You can't accidentally accept a partial refund, and the Zinner can't counter-offer for less than 100%.

How disputes work

When you click Raise Dispute, you'll pick a reason category (quality issue, non-delivery, scope disagreement, and so on), write a brief summary, and attach any evidence you have. The full order context is captured automatically — no order numbers to type, no story to retell.

The Zinner then has 48 hours to submit their side. After that, our resolution team reviews everything: the original Zinn listing, the full message history, the delivered work, and any evidence either party provided. We may ask follow-up questions. Once we've considered everything, we issue one of these outcomes:

• Vendor at fault — full refund: you receive 100% back to your Zinn Wallet.
• Vendor at fault — partial refund: you receive a portion back to your wallet, amount set by the team.
• Buyer at fault — partial refund: you receive some money back as a good-faith adjustment, but the Zinner is judged to have delivered what was sold.
• Buyer at fault — no refund: the order completes and the Zinner is paid.
• Mutual — full refund: both parties off-the-hook, order voided, 100% back to wallet.
• Mutual — partial refund: partial refund agreed, no fault attribution.
• Mutual — no refund: the Zinner delivered what was reasonable, order completes.
• Dismissed: the dispute is judged frivolous or invalid; the order returns to its previous state.
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If you change your mind partway through and you've reached an understanding with the Zinner, you can withdraw your dispute yourself. Just provide a brief reason (at least 20 characters) and the case closes.

The Zinner's self-resolve option

At any point during a dispute, the Zinner can choose to close it themselves by issuing a full refund. When they do this, you receive 100% back to your wallet immediately and the case is closed. This is a one-click option for Zinners who'd rather make things right than wait for our review.

Where your refund goes

Every approved refund — whether from a cancellation or a dispute — credits to your Zinn Wallet, regardless of how you originally paid.

This is by design. Card refunds typically take 5 to 10 business days through banking rails. Crypto refunds can't be sent back to your original wallet because blockchain transactions are irreversible. Wallet refunds land in seconds, in USD, ready to spend on any Zinn, Custom Offer, or Project on the platform.
Nothing comes off your refund. No card fees, no processor fees, no platform fees. You receive exactly the percentage agreed (or ruled), applied to the listed price you paid.

Fair resolution, every time

When a dispute reaches our team, you're not at the mercy of an algorithm or a single rushed decision-maker. Every dispute is reviewed by more than one person on our team to protect both buyers and Zinners from individual bias. Where reviewers disagree, the case is escalated for senior review before any decision is finalised.

Decisions are grounded in evidence — what the messages say, what was delivered, what the listing promised — not on who responded fastest or pushed hardest. When we reach a decision, we explain it clearly to both parties. You'll know what we found, what policy applied, and why the outcome went the way it did.

A note on keeping it on-platform

All order communication should take place through Zinn Hub's messaging system. Conversations on email, WhatsApp, social media, or any other off-platform channel may not be considered as evidence in a dispute. Keep everything on-platform — it protects you.

Where to read more

This article is an overview. For the full plain-language detail of how cancellations, disputes, and refunds work — including the worked examples and the exact maths behind every refund split — see our Refund Policy at https://zinnhub.com/refund-policy/.

The legal version is in our Terms & Conditions at https://zinnhub.com/terms/, with cancellations and disputes covered in Section 10.

If you have a specific question about an order, the fastest path is the Cancel Order or Raise Dispute button on the order page. For anything else, contact us at https://zinnhub.com/contact-us/.