Damage & Compensation Policy

1. Introduction

This Damage Policy ("Policy") explains how Zoset, operated by FewTone Technologies ("Zoset", "we", "us", or "our"), handles damage, defects, and other item-related issues reported in connection with orders placed on our website, mobile application, and related services (the "Platform").

This Policy forms part of, and must be read together with, our Terms & Conditions and our Privacy Policy. Capitalised terms used but not defined here have the meaning given to them in the Terms & Conditions. By using the Platform, you agree to this Policy.

As stated in our Terms & Conditions, Zoset's sole role is the secure management and routing of transaction funds held in escrow. Zoset is a facilitator only, and is not the buyer, seller, manufacturer, or owner of any item. This Policy sets out how we exercise our role as the escrow holder when an issue is raised, but it does not make Zoset responsible for the physical condition, quality, or authenticity of any item.

2. What This Policy Covers

This Policy applies where a Buyer reports that an item they ordered is affected by one or more of the following:

• Transit damage - the item was damaged while being shipped;
• Not as described- the item's condition, material, colour, size, or other attributes materially differ from the Listing;
• Wrong item - the item received is not the item that was ordered;
• Undisclosed defects - the item has defects, stains, or other issues that were not disclosed in the Listing;
• Counterfeit or fake - the item is counterfeit, replica, or falsely represented; or
• Lost in transit - the item does not reach the Buyer.

3. The Role of Videos as Proof

Video evidence is central to how disputes are assessed on Zoset.

3.1 Packaging Video (Seller)

As required by our Terms, Sellers must record and upload a Packaging Video before shipping, showing the condition of the item and how it was packed.

3.2 Unboxing Video (Buyer)

A Buyer who wishes to raise a damage claim should record and upload an Unboxing Video showing the package being opened and the condition of the item on arrival.

3.3 Why videos matter

These videos are the primary way Buyers and Sellers prove their position. Together with the Timeline Chat history, they allow our administrators to assess what happened and reach a fair outcome. The storage and deletion of these videos is governed by our Privacy Policy.

4. How to Raise a Dispute

4.1 Where and when

A damage claim or dispute can be raised only through the in-app dispute option, at the point where the Buyer marks the order as delivered/received. At that step, the Buyer can choose to raise a dispute and submit their evidence instead of confirming the order. This is the only way and the only time to raise a dispute. If the Buyer confirms the order, or does not raise a dispute at this step, the order is treated as accepted and no dispute can be raised afterwards.

4.2 What to submit

When raising a dispute, the Buyer should submit an Unboxing Video as proof, and may also add supporting text and photos describing the issue.

4.3 Proof requirement

To succeed in a damage claim, the Buyer must prove their case, and the Unboxing Video is the primary means of doing so. A Buyer may raise a dispute without a video, but we are not obligated to issue any refund where the claim is not proven. Where a claim is unsupported by adequate proof, we may decline it and release the payout to the Seller. In appropriate cases, and entirely at our discretion, we may still choose to issue a refund even without complete proof.

5. How We Assess and Decide

5.1 Case by case

Every dispute is assessed individually, based on the evidence available - including the Packaging Video, the Unboxing Video, any photos or text submitted, and the Timeline Chat history. Because circumstances vary, outcomes are decided case by case according to the proofs we have.

5.2 Sole discretion

All dispute decisions are made by Zoset administrators at their sole discretion, and are final and binding on both the Buyer and the Seller. We may resolve a dispute in whatever way we consider fair in the circumstances.

5.3 Funds held during a dispute

While a dispute is open, the funds for that order remain held in escrow. We may decline to release any payout until the dispute is resolved to our satisfaction, or not release it at all where fraud, misrepresentation, or a breach of our Terms is established.

6. Outcomes

Depending on the evidence and circumstances, we may resolve a dispute in one or more of the following ways:

6.1 Buyer's claim upheld

Where a Buyer's claim is accepted, the Buyer is generally refunded the amount paid less the payment processing fee (which is charged by the payment gateway and is non-refundable). Where we consider it appropriate, we may instead issue a full refund, including the processing fee. A return of the item may be required as a condition of the refund (see Section 7).

6.2 Seller at fault

Where the issue is the Seller's fault - for example, the item was sent damaged, is not as described, is the wrong item, or is counterfeit - we may refund the Buyer as described above, withhold or reverse the Seller's payout, and take further action against the Seller. As stated in our Terms, if a Seller ships a false or misrepresented item and it is returned, the Seller is liable for the resulting charges, with no fixed amount, which may be deducted from their payout or Credit balance or otherwise recovered.

6.3 Transit damage

Where an item appears to have been damaged in transit, and Zoset does not integrate with couriers or provide shipping insurance, the outcome is decided case by case based on the proofs available, including the Packaging and Unboxing Videos. We will determine a fair resolution at our discretion.

6.4 Claim rejected or not proven

Where a claim is rejected - because the evidence is inconclusive, no adequate proof is provided, or the claim appears false - the order is treated as complete and the Seller's payout is released.

6.5 Lost in transit

Where an item does not reach the Buyer, we will review the available tracking and evidence and decide a fair outcome at our discretion, which may include a refund to the Buyer and/or withholding the Seller's payout.

7. Returns & Return Shipping

Where a resolution requires the item to be returned to the Seller, who bears the return shipping cost, and whether a return is required at all, is decided by us on a case-by-case basis according to the situation, the nature of the issue, and the proofs available.

In some cases, and at our discretion, we may allow the Buyer to keep the item with a partial refund instead of returning it, taking into account the amount involved, the Seller's position and intent, and the overall circumstances of the dispute.

8. Return to Origin (RTO)

Where a package is Returned to Origin - for example, due to an incorrect or incomplete address - our administrators have sole discretion to issue partial payouts to compensate the Seller for shipping costs and to refund the remaining balance to the Buyer, or to otherwise resolve the matter as we see fit, consistent with our Terms & Conditions.

9. Fraudulent & False Claims

Disputes and this Policy exist to protect genuine Buyers and Sellers. Any attempt to abuse this process - including staging or faking damage, submitting misleading evidence, raising false claims, or otherwise attempting to defraud the dispute or escrow system - is strictly prohibited.

Where we determine that a Buyer or Seller has abused this process, we may, in addition to deciding the dispute against them, suspend or permanently ban the account, hold or withhold any associated funds or payouts, and decline to release payment at all or until any related investigation is resolved, consistent with our Terms & Conditions. We may also take any further action we consider appropriate, including reporting the matter to the relevant authorities.

10. Timeframes

We do not commit to any fixed timeframe for reviewing or resolving disputes. We aim to review disputes within a reasonable period, and funds remain held in escrow until the matter is resolved.

11. How to Reach Us

Damage disputes must be raised through the in-app dispute option as described in Section 4; this is the required route for all damage claims.

For general grievances relating to the Platform, our Grievance Officer can be reached as set out in our Terms & Conditions and Privacy Policy:

12. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes, we will revise the "Last Updated" date above and, where appropriate, provide notice on the Platform. Your continued use of the Platform after any update constitutes your acceptance of the revised Policy.