Refund Policy

ZIMMA SOLUTIONS (PRIVATE) LIMITED

REFUND POLICY

Effective Date: 07 April 2026

Last Updated: 07 April 2026

Version: 1.0

SECP Incorporation No: 0331469 | NTN: I782094

plot no 01-B sector, Street 10, G-14/4 G 14/4 G-14, Islamabad, Pakistan

hello@zimma.com.pk | www.zimma.com.pk

IMPORTANT NOTICE

This Refund Policy ("Policy") governs all circumstances under which funds held in escrow or fees charged by Zimma Solutions (Private) Limited may be returned to a Buyer or adjusted in a User's favor. This Policy is incorporated by reference into Zimma's Terms of Service and forms part of the binding agreement between each User and Zimma.

A fundamental feature of Zimma's escrow model: when a Buyer deposits funds into escrow, those funds are held by Zimma in trust in a segregated bank account — they are never released to the Seller until a Release Trigger occurs. A "refund" in Zimma's context therefore means the return of trust funds to the Buyer, not the recovery of money already paid to a Seller. This is a materially more protective model than standard e-commerce refund processes.

By using the Zimma platform and creating or participating in any escrow transaction, you agree to be bound by this Policy.

1. PURPOSE AND SCOPE

1.1 Purpose

The purpose of this Policy is to set out, clearly and completely, the circumstances under which Escrow Funds will be returned to a Buyer and the circumstances under which Zimma's escrow service fee may be refunded or adjusted. This Policy gives both Buyers and Sellers certainty about the conditions governing the movement of funds held in escrow.

1.2 Scope — What This Policy Covers

This Policy covers:

The return of Escrow Funds to a Buyer upon the occurrence of a Return Trigger as defined in Zimma's Terms of Service;
The refundability of Zimma's escrow service fee in specified circumstances;
Zimma's obligation to correct financial errors and compensate Users for delays caused by Zimma's own platform failures;
The interaction between refund rights and Zimma's dispute resolution and AML/CFT obligations.

1.3 What This Policy Does Not Cover

This Policy does not cover:

Any refund or return of goods between a Buyer and a Seller — the physical return of goods is a matter between the Buyer and Seller and does not automatically entitle the Buyer to a return of Escrow Funds unless a Return Trigger also occurs through the dispute resolution process;
Transactions conducted entirely outside the Zimma platform;
Amounts owed by one User to another arising from the underlying commercial agreement between them — Zimma is not a party to that agreement.

2. DEFINITIONS

Capitalized terms used in this Policy carry the meanings assigned to them in Zimma's Terms of Service and Dispute Resolution Policy. The following additional definitions apply for the purposes of this Policy:

"Cancelled Transaction" means an Escrow Transaction that is cancelled by mutual agreement of the Buyer and Seller before the Escrow Funds are deposited, or a transaction that lapses because the Seller fails to accept the Transaction Terms within the acceptance window.

"Eligible Refund" means a return of Escrow Funds to the Buyer to which the Buyer is entitled under this Policy upon the occurrence of a Return Trigger.

"Escrow Fee" means Zimma's escrow service fee charged per completed Escrow Transaction, as published in the Schedule of Charges on the Zimma platform.

"Fee Refund" means the return of all or part of the Escrow Fee to a User where Zimma has overcharged or where the circumstances described in Section 8 apply.

"Platform Error Refund" means a return of funds to a User arising from a computational, technical, or processing error by Zimma — such as a duplicate deduction or an incorrect escrow amount — as distinct from a Return Trigger arising from the Seller's conduct.

"Pre-Deposit Cancellation" means the cancellation of an Escrow Transaction before the Buyer has deposited the Escrow Funds — that is, while the transaction is in "Pending" status.

"Post-Deposit Cancellation" means the cancellation of an Escrow Transaction by mutual agreement after the Buyer has deposited the Escrow Funds but before a Release Trigger has occurred.

"Return Trigger" has the meaning assigned to it in Zimma's Terms of Service — the event or determination that authorizes Zimma to return Escrow Funds to the Buyer, including mutual cancellation, dispute resolution in the Buyer's favor, Seller non-acceptance, and Prohibited Transaction determination.

3. APPLICABLE LAWS

This Policy is designed and operated in compliance with the following laws and regulatory frameworks of Pakistan:

a. Contract Act, 1872

Governing the rights of the parties to an escrow arrangement, including the obligations of a trustee (Zimma) to return trust property (Escrow Funds) to the beneficiary (Buyer) where the purpose of the trust has not been fulfilled.

b. Payment Systems and Electronic Fund Transfers Act, 2007 ("PS&EFT Act 2007")

Section 36: Error notification and investigation obligations;
Section 37: Obligation to correct confirmed errors within one (1) Business Day;
Section 38: Obligations where no error is found;
Section 43: Liability of authorized parties for failure to execute fund transfers correctly;
Section 45: Liability for actual damages where a failure results from a bona fide error.

c. SBP Electronic Fund Transfer Regulations, Section 9 (Compensation Policy)

Originating and beneficiary AFIs shall be liable to consumers for unauthorized transactions and losses caused by EFT system failures. Compensation shall be paid at a rate of 3% above the SBP Policy Rate for the period of delay, subject to determination of the error.

d. Consumer Protection Act, 2019

Section 10: Prohibition on misleading conduct in relation to refund entitlements;
Section 11: Right of consumers to clear information about refund conditions before entering into a transaction.

e. Anti-Money Laundering Act, 2010, Section 7

Record-keeping obligations and the requirement to conduct AML/CFT screening before processing refunds in specified circumstances.

f. Electronic Transactions Ordinance, 2002, Section 6

Legal validity and retention of electronic records of refund transactions.

4. UNDERSTANDING REFUNDS IN THE ESCROW CONTEXT

4.1 Escrow Funds Are Held in Trust

When a Buyer deposits funds into Zimma's Escrow Account, those funds are held by Zimma as a neutral Escrow Agent in trust — they are legally and operationally separate from Zimma's own funds. The Buyer retains a beneficial interest in those funds until a Release Trigger occurs and the funds are released to the Seller, or until a Return Trigger occurs and the funds are returned to the Buyer.

4.2 The Seller Never Has Access to Escrow Funds Until Release

Because the Seller has no access to the Escrow Funds until a Release Trigger occurs, a Buyer who deposits funds into escrow is significantly better protected than a Buyer who pays a Seller directly. A "refund" in Zimma's context is the return of trust funds that the Seller never received — not the recovery of money already paid and spent.

4.3 Refunds Are Not Discretionary

Where the conditions for a Return Trigger are met under Zimma's Terms of Service, the return of Escrow Funds to the Buyer is not discretionary — Zimma is obligated to process that return. This Policy sets out those conditions clearly so that both Buyers and Sellers know in advance when a return will and will not occur.

4.4 Returning Goods Does Not Automatically Trigger a Refund

The physical return of goods by a Buyer to a Seller is a commercial matter between those parties. It does not, by itself, constitute a Return Trigger. For Escrow Funds to be returned following a goods dispute, the Buyer must raise a formal Dispute through the Zimma platform and obtain a Decision in their favor in accordance with the Dispute Resolution Policy.

REFUND SUMMARY TABLE

The table below provides a quick reference to the key refund scenarios, Escrow Fee treatment, and processing timelines. Full details for each scenario are set out in Sections 5 through 8.

Scenario | Trigger | Escrow Fee | Processing Time
FULL REFUND SCENARIOS
Seller Non-Acceptance | Transaction lapses — Seller did not accept within window | Refunded in full | 2–3 Business Days
Seller Cancellation After Deposit | Seller cancels after Buyer deposited funds without Buyer consent | Refunded in full | 3–5 Business Days
Mutual Cancellation | Both parties agree to cancel after deposit, before Release Trigger | Refunded if pre-active; retained if escrow was active | 3–5 Business Days
Dispute — Buyer Wins | Resolution Notice issued in Buyer's favor (any dispute category) | Retained by Zimma | 3–5 Business Days
Platform Error by Zimma | Duplicate charge, incorrect amount, or processing failure by Zimma | Refunded in full | 1 Business Day after confirmation
Prohibited Transaction | Zimma determines transaction violates Section 11 of Terms of Service | Retained by Zimma | 5–7 Business Days (subject to AML checks)
PARTIAL REFUND SCENARIOS
Partial Delivery — Agreed Split | Both parties agree to proportionate split of Escrow Funds | Deducted before split | 3–5 Business Days
Fee Overcharge | Zimma charged more than published Schedule of Charges rate | Excess refunded | 3 Business Days
NO REFUND SCENARIOS
Funds Already Released to Seller | Release Trigger occurred and Zimma released funds to Seller | N/A | Not applicable
Buyer Confirmed Satisfaction | Buyer voluntarily confirmed satisfaction through the platform | N/A | Not applicable
Dispute Window Expired Without Action | Buyer did not raise Dispute or confirm satisfaction within Dispute Window | N/A | Not applicable
Dispute Resolved Against Buyer | Resolution Notice issued in Seller's favor | N/A | Not applicable
Note: All processing times are subject to AML/CFT screening requirements and UBL banking processing times. Saturdays, Sundays, and public holidays are not Business Days.

5. CIRCUMSTANCES IN WHICH A FULL REFUND WILL BE MADE

5.1 Return Trigger Scenarios Entitling the Buyer to a Full Return

The following circumstances constitute Return Triggers and entitle the Buyer to a full return of Escrow Funds, subject to the Escrow Fee treatment described in Section 8:

Seller Non-Acceptance: The Seller fails to accept the Transaction Terms within the acceptance window specified on the Zimma platform, causing the Escrow Transaction to lapse. The Buyer's deposited funds are returned in full and no Escrow Fee is charged, as no active escrow service was rendered.
Mutual Cancellation After Deposit: Both the Buyer and the Seller agree through the Zimma platform to cancel the Escrow Transaction after the Buyer has deposited Escrow Funds but before a Release Trigger has occurred. The Escrow Funds are returned to the Buyer. The Escrow Fee is refundable where the cancellation occurs before an active escrow arrangement commenced, and may be retained where escrow was already active.
Non-Delivery — Dispute Resolved in Buyer's Favor: A Dispute is raised by the Buyer on the basis that the Seller wholly failed to deliver the goods or services described in the Transaction Terms, and Zimma's Dispute Resolution process determines in the Buyer's favor. The Escrow Funds (less Escrow Fee, per Section 8) are returned.
Goods Not As Described — Dispute Resolved in Buyer's Favor: A Dispute is raised by the Buyer on the basis that goods received are materially different from the Transaction Terms, and Zimma's Dispute Resolution process determines in the Buyer's favor.
Damaged Goods — Dispute Resolved in Buyer's Favor: A Dispute is raised by the Buyer on the basis that goods were received in a damaged or non-functional condition not disclosed in the Transaction Terms, and Zimma determines in the Buyer's favor.
Service Deficiency — Dispute Resolved in Buyer's Favor: A Dispute is raised by the Buyer on the basis that the service rendered was materially below the standard described in the Transaction Terms, and Zimma determines in the Buyer's favor.
Seller Cancellation After Deposit: The Seller, after having accepted the Transaction Terms and after the Buyer has deposited Escrow Funds, cancels or refuses to perform without the Buyer's agreement. The Buyer's Escrow Funds are returned in full and the Escrow Fee is also refunded, as set out in Section 8.2(c).
Prohibited Transaction: Zimma determines that the Escrow Transaction involves a Prohibited Transaction under Section 11 of the Terms of Service. The Buyer's Escrow Funds are returned after completion of all required AML/CFT checks. The Escrow Fee is not refunded in this circumstance, as the prohibition arises from the User's conduct.
Platform Error by Zimma: A Platform Error by Zimma resulted in a financial discrepancy. The full Platform Error Refund (and applicable compensation under Section 14) is processed without deduction of an Escrow Fee.

5.2 Notification of Return

Zimma will notify both the Buyer and the Seller of the return of Escrow Funds via in-app notification and SMS (sender ID: ZIMMA) to their registered mobile numbers promptly upon processing the return.

6. CIRCUMSTANCES IN WHICH A PARTIAL REFUND WILL BE MADE

6.1 Partial Delivery — Proportionate Split

Where a Dispute is resolved on the basis that the Seller delivered part but not all of the agreed goods or services, and both the Buyer and the Seller agree in writing through the Zimma platform to a proportionate split, Zimma will:

Return the Buyer's proportionate share of the Escrow Funds to the Buyer;
Release the Seller's proportionate share to the Seller;
Deduct the Escrow Fee from the total amount before distribution.

6.2 Zimma-Determined Partial Return

In rare circumstances where Zimma's Dispute Review Team determines that a partial return is the most equitable outcome based on available evidence — and where both parties have been given the opportunity to respond — Zimma may implement a partial return with a clear written explanation to both parties of the basis for the split.

6.3 Combined Escrow Funds Return and Fee Refund

Where the circumstances entitle the Buyer to a full return of Escrow Funds under Section 5 and also give rise to a separate Fee Refund under Section 8, both amounts will be returned to the Buyer separately and itemized in the refund notification.

7. CIRCUMSTANCES IN WHICH NO REFUND WILL BE MADE

7.1 Funds Already Released to the Seller

Once a Release Trigger has occurred and Zimma has released the Escrow Funds to the Seller, those funds cannot be recovered or returned by Zimma. Zimma has no authority to reverse a completed release. Any post-release dispute is a commercial matter between the Buyer and Seller.

7.2 Buyer Confirmed Satisfaction

Once the Buyer has confirmed satisfaction through the Zimma platform — triggering the release of Escrow Funds to the Seller — no refund will be processed. The confirmation of satisfaction is a voluntary and irrevocable action by the Buyer.

7.3 Dispute Window Expired Without Action

Where the Dispute Window expired without the Buyer raising a Dispute or confirming satisfaction, and the transaction was automatically closed in the Seller's favor following Zimma's reminder notification and the subsequent forty-eight (48) hour waiting period, no refund will be made.

7.4 Dispute Resolved Against the Buyer

Where Zimma's Dispute Resolution process has determined the outcome in the Seller's favor, no refund of the Escrow Funds will be made. The Escrow Funds will be released to the Seller in accordance with the Resolution Notice.

7.5 Bad Faith Dispute

Where Zimma determines that a Dispute was raised in bad faith and dismisses it accordingly, no refund of Escrow Funds will be made and the Escrow Funds will be released to the Seller.

7.6 User Breach of Terms of Service

Where the Buyer's own breach of Zimma's Terms of Service has caused or contributed to the circumstances giving rise to a refund claim, Zimma reserves the right to decline the refund to the extent the loss is attributable to the Buyer's breach.

7.7 AML/CFT Hold — Pending Regulatory Direction

Where Escrow Funds are subject to a regulatory direction or court order prohibiting their release or return, no refund will be processed until that direction or order is lifted or varied.

8. ZIMMA'S ESCROW SERVICE FEE — REFUNDABILITY

8.1 General Rule — Escrow Fee Is Non-Refundable

Zimma's Escrow Fee is earned upon the commencement of active escrow service — that is, upon Zimma's confirmation of receipt of the Buyer's funds in the Escrow Account and the consequent holding of those funds in trust. Once Zimma has commenced holding funds in active escrow, the Escrow Fee is non-refundable unless one of the specific exceptions in Section 8.2 applies.

8.2 Exceptions — Circumstances Where the Escrow Fee Is Refunded

The Escrow Fee will be refunded to the Buyer in full in the following circumstances:

Pre-Deposit Cancellation: The Escrow Transaction is cancelled before the Buyer deposits the Escrow Funds. No escrow service was rendered and no fee is charged.
Seller Non-Acceptance: The transaction lapses because the Seller fails to accept the Transaction Terms within the acceptance window. No active escrow was created and no fee is charged.
Seller-Initiated Cancellation After Deposit: The Seller cancels the Escrow Transaction after the Buyer has deposited funds without the Buyer's consent. Because the Return Trigger is caused entirely by the Seller's conduct, Zimma will refund the Escrow Fee to the Buyer in addition to returning the Escrow Funds.
Platform Error Refund: Where the refund arises solely from a Platform Error by Zimma, the Escrow Fee is refunded in full and Zimma additionally pays compensation for any delay caused, as described in Section 14.

8.3 Escrow Fee Is Not Refunded in Dispute Outcomes

Where Escrow Funds are returned to the Buyer following a Dispute resolved in the Buyer's favor — including outcomes of non-delivery, goods not as described, damaged goods, or service deficiency — the Escrow Fee is not refunded. Zimma rendered the escrow service by holding the funds during the transaction and managing the Dispute process, and is entitled to its fee regardless of the commercial outcome between the Buyer and Seller.

8.4 Fee Overcharge Refund

Where Zimma's Escrow Fee deducted in connection with a particular transaction is higher than the rate published in the Schedule of Charges applicable at the time the Escrow Transaction was created, Zimma will promptly refund the excess amount to the party from whom it was deducted. A User may raise a fee overcharge as a Platform Complaint under Zimma's Dispute Resolution Policy.

9. HOW TO REQUEST A REFUND

9.1 Refunds Arising from Return Triggers

Where a Return Trigger has occurred — for example, following the resolution of a Dispute in the Buyer's favor, or following the Seller's failure to accept the Transaction Terms — the refund is initiated and processed by Zimma automatically, without the need for the Buyer to make a separate refund request. Zimma will notify the Buyer via in-app notification and SMS (sender ID: ZIMMA) that the return has been initiated and provide an estimated processing timeline.

9.2 Refunds Arising from Platform Errors or Fee Overcharges

Where a User believes they are entitled to a Platform Error Refund or a Fee Refund, they must raise a Platform Complaint through the Zimma platform or by emailing hello@zimma.com.pk with the subject line "Refund Request — [Transaction Reference]." The submission should include:

The User's full name and registered mobile number;
The transaction reference or Ticket Number of the affected Escrow Transaction;
A clear description of the basis for the refund claim, including the specific error or overcharge alleged;
The amount the User believes they are owed;
Any supporting documentation, including screenshots showing the discrepancy.

9.3 Zimma's Response

Zimma will acknowledge receipt of a refund request within two (2) Business Days and will resolve the matter in accordance with the turnaround times specified in the Dispute Resolution Policy — three (3) Business Days for Platform Errors and fee discrepancies.

10. REFUND PROCESSING TIMES

10.1 Standard Processing Timelines

Once a Return Trigger has occurred and Zimma has initiated the return — or once a Platform Error Refund has been confirmed — Zimma will process the return of funds within the following timeframes:

Return following Dispute outcome or Mutual Cancellation: three (3) to five (5) Business Days from the Resolution Notice or cancellation confirmation;
Platform Error Refund: within one (1) Business Day of confirmation that the error occurred, consistent with the obligation under Section 37 of the PS&EFT Act 2007;
Return following Seller Non-Acceptance or Pre-Deposit Cancellation: two (2) to three (3) Business Days from the date of cancellation or lapse;
Return following Prohibited Transaction determination: five (5) to seven (7) Business Days from Zimma's determination, subject to completion of AML/CFT checks.

10.2 AML/CFT Delays

Where Zimma is required to conduct additional AML/CFT screening before processing a return, the processing time may be extended beyond the standard timelines. Zimma will notify the Buyer of the delay and, where permitted by law, the reason for it.

10.3 Business Days

"Business Days" means days on which commercial banks in Pakistan are open for business, excluding Saturdays, Sundays, and public holidays declared by the Government of Pakistan.

10.4 UBL and Receiving Bank Processing

The actual credit of returned funds to the Buyer's designated account may be subject to the internal processing times of United Bank Limited (UBL) and the Buyer's own receiving bank. Zimma's processing obligation is fulfilled upon dispatch of the return instruction to UBL. Zimma is not responsible for delays attributable to UBL or the Buyer's receiving bank.

11. REFUND METHOD

11.1 Return to Source

All refunds of Escrow Funds will be made to the same payment instrument, bank account, or source from which the Buyer originally deposited the Escrow Funds, to the extent technically possible. This is a standard anti-money laundering safeguard.

11.2 Where Return to Source Is Not Possible

Where it is not possible to return the funds to the original source — for example, where the originating account has been closed — Zimma will contact the Buyer to arrange an alternative return method. The Buyer must provide a verified Pakistani Rupee bank account in their own name. Zimma reserves the right to conduct additional verification before processing a return to an alternative account.

11.3 PKR Only

All refunds are made in Pakistani Rupees (PKR). Zimma does not process refunds in any other currency.

11.4 No Cash Refunds

Zimma does not process refunds in cash. All returns are made electronically to a bank account or payment instrument.

11.5 Deductions from Refund Amount

The amount refunded will be: the full Escrow Funds in the case of a full return; or the proportionate share in the case of a partial return; less the applicable Escrow Fee (except where the Escrow Fee is itself refundable under Section 8.2); plus any compensation payable under Section 14.

12. AML/CFT CHECKS BEFORE REFUND

12.1 Legal Obligation

Before processing any return of Escrow Funds, Zimma may conduct AML/CFT screening as required by the AML Act 2010 and the SECP AML/CFT Regulations 2018. This screening is a legal obligation and is not discretionary.

12.2 Circumstances Triggering Enhanced Screening

Enhanced AML/CFT screening before a refund may be triggered where:

The Escrow Transaction was flagged as suspicious during the active escrow period or during the Dispute Resolution process;
The Buyer or Seller has been identified as a Politically Exposed Person (PEP) or appears on a sanctions list;
The amount of Escrow Funds exceeds the threshold specified in Zimma's AML/KYC Policy for enhanced due diligence;
The source of the Buyer's funds was not fully established during the initial KYC process;
Zimma receives a direction from the Financial Monitoring Unit (FMU) or any other competent authority requiring additional verification before the funds are moved.

12.3 Effect on Refund Timing

Where enhanced AML/CFT screening is required, the return of Escrow Funds will be delayed beyond the standard processing times. Zimma will notify the Buyer that additional verification is required. Where applicable law prohibits disclosure of the reason for the delay, Zimma will notify the Buyer only that the return is subject to a regulatory hold.

12.4 Refund Declined on Regulatory Grounds

In exceptional circumstances, Zimma may be directed by the FMU or a court of competent jurisdiction to freeze Escrow Funds indefinitely or to transfer them to a designated regulatory authority. In such circumstances, Zimma will comply with the direction and will not be liable to the Buyer for the non-return of those funds.

13. PLATFORM ERRORS — ZIMMA'S REFUND OBLIGATION

13.1 Zimma's Liability for Platform Errors

Where a financial discrepancy arises from a Platform Error by Zimma — including a duplicate deduction of the Buyer's funds; an Escrow Fee charged above the published rate; a failure to process a confirmed Release Trigger or Return Trigger; an incorrect escrow amount being recorded; or a Veevo Tech OTP delivery failure causing demonstrable financial loss — Zimma will investigate the error, confirm its occurrence, and process a Platform Error Refund in accordance with the timeline in Section 10.1(b).

13.2 Investigation Process

Upon receipt of a Platform Complaint alleging a Platform Error, Zimma will:

Review the transaction logs, payment records, and system records for the relevant Escrow Transaction;
Confirm whether a Platform Error occurred;
If confirmed, process the refund of the full amount incorrectly charged or withheld within one (1) Business Day of that confirmation;
If not confirmed, provide the User with a written explanation of the investigation findings within three (3) Business Days of the complaint.

13.3 Error Resolution Under PS&EFT Act 2007

Where the Platform Error constitutes an "error" within the meaning of Section 36 of the PS&EFT Act 2007, Zimma's obligations under Sections 36, 37, and 38 of that Act apply: investigation within ten (10) Business Days; correction within one (1) Business Day of confirmation; and written notification to the User of whether or not an error is found.

14. COMPENSATION FOR ZIMMA-CAUSED DELAYS

14.1 Zimma's Compensation Obligation

Where Zimma has confirmed that a Platform Error caused a delay in the return of Escrow Funds to the Buyer (or the release of Escrow Funds to the Seller), Zimma will pay compensation to the affected User for the period of the delay, consistent with the compensation framework under Section 9 of the SBP Electronic Fund Transfer Regulations.

14.2 Compensation Rate

The compensation rate for Zimma-caused delays is calculated at the rate of three percent (3%) above the prevailing SBP Policy Rate, applied to the delayed amount for the period of delay — measured from the date the return or release should have been processed to the date it was actually processed. Islamic financial arrangements will be handled consistently with applicable Shariah principles and SBP Islamic banking regulations.

14.3 Automatic Payment

Zimma will pay compensation to the affected User without requiring the User to make a separate claim, provided that the Platform Error and consequent delay have been confirmed by Zimma's investigation. The compensation will be paid together with the underlying refund or release.

14.4 No Compensation for Third-Party Delays

Zimma is not responsible for delays in the credit of returned funds attributable to UBL's internal processing times, the Buyer's own bank, or any third party outside Zimma's control. Compensation under this Section applies only to delays caused by Zimma's own platform, systems, or processes.

14.5 Force Majeure Exclusion

Zimma is not required to pay compensation for delays caused by force majeure events as described in Section 16 of this Policy.

15. DISPUTED TRANSACTIONS AND REFUNDS

15.1 Dispute Resolution Process Must Be Followed

Where a Buyer's refund claim arises from a dispute about the Seller's performance — rather than from a Platform Error — the Buyer must follow the Dispute Resolution process described in Zimma's Dispute Resolution Policy. The return of Escrow Funds in a disputed transaction is processed only after Zimma has issued a Resolution Notice. Zimma will not return Escrow Funds on the Buyer's unilateral request where a Dispute has not been formally raised and resolved.

15.2 Escrow Funds Held During Dispute

While a Dispute is active, the Escrow Funds remain in the Escrow Account and are not returned to the Buyer or released to the Seller. No refund is processed during an active Dispute period.

15.3 Refund Following Dispute Resolution

Where a Dispute is resolved in the Buyer's favor, the return of Escrow Funds is processed within three (3) to five (5) Business Days of the issuance of Zimma's Resolution Notice.

16. FORCE MAJEURE

16.1 Force Majeure Events

Zimma shall not be liable for any failure or delay in processing a refund or return of Escrow Funds where such failure or delay arises from causes beyond Zimma's reasonable control, including but not limited to:

Acts of God, natural disasters, floods, earthquakes, or extreme weather events;
Acts of war, terrorism, civil unrest, or governmental action;
Nationwide or regional banking system failures or disruptions affecting United Bank Limited;
Nationwide or regional telecommunications or internet service disruptions;
Pandemic, epidemic, or public health emergency declared by a competent authority;
Power failures or infrastructure failures beyond Zimma's reasonable control;
Any order, direction, or restraint issued by a court of competent jurisdiction or regulatory authority.

16.2 Notification

Where a force majeure event prevents or delays the processing of a refund, Zimma will notify the affected User as soon as reasonably practicable via in-app notification and SMS (sender ID: ZIMMA), describing the nature of the event and the anticipated impact on refund timelines.

16.3 No Compensation for Force Majeure Delays

No compensation under Section 14 will be payable for delays caused by force majeure events, consistent with Section 44 of the PS&EFT Act 2007 and Section 9(IV) of the SBP Electronic Fund Transfer Regulations.

17. AMENDMENTS TO THIS POLICY

Zimma reserves the right to amend this Refund Policy at any time to reflect changes in its operational processes, Applicable Laws, or regulatory requirements. Any material amendment will be notified to registered Users via in-app notification and by SMS to their registered mobile number at least twenty-one (21) days before the amendment takes effect, consistent with the requirements of Section 31(1) of the PS&EFT Act 2007. An amendment will not affect any refund that has already been confirmed and is being processed at the time the amendment takes effect. Users' continued use of the Zimma platform following the effective date of any amendment constitutes acceptance of the amended Policy.

18. CONTACT

For refund-related queries, Platform Error Reports, or fee overcharge complaints, please contact us:

Zimma Solutions (Private) Limited

House 1123, Street 10, G-14/4

Islamabad Urban, ICT 42600, Pakistan

Email: hello@zimma.com.pk (Subject: "Refund Request — [Transaction Reference]")

Website: www.zimma.com.pk

This Refund Policy is published in English and constitutes the legally binding version. In the event of any conflict between this Policy and any translated or summarized version, the English version shall prevail.

Governing Law: Islamic Republic of Pakistan | Jurisdiction: Courts of Islamabad, Pakistan