Standard Returns Policy - Products

At zoonity, we strive to ensure the satisfaction all of our customers. If you are not fully satisfied with your product purchase, we offer a 14-day return policy for all products (unless stated otherwise). Below are the guidelines for returns:

1. Eligibility for Return

• Returns are available within 14 days from the date of purchase.

• Items must be in their original condition and packaging, without any damage or alterations.

• You must return the goods within 14 days of requesting a refund, complete with the original packaging. This will be at your own expense unless the item was faulty, damaged, incorrect, or if there was a mistake on our behalf.

• It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a sellable condition. If there is any damage or deterioration evident, we withhold the right to charge you for the reduction in value.

• Services that are custom or tailored to the specific needs of the customer may not be eligible for return.

• You must be able to provide a valid proof of purchase, such as an invoice or receipt.

2. Return Process

• To initiate a return, please contact our support team via email at community@zoonity.com within 14 days of your purchase.

• Provide details about the item and the reason for your return request.

• Our team will review your request and inform you of the next steps.

3. Refund Policy

• If your return request is accepted, a full refund will be processed within 7-14 business days.

• The refund will be issued to the original payment method used during purchase.

• This refund policy does not affect your legal rights - for example, if goods are faulty or inaccurately described.

• If there is a problem with the goods you have purchased, please notify us by email or in writing providing details of the problem within 7 days of delivery. It is helpful if you can provide us with a digital photograph of the problem. We will deal with the matter in accordance with your legal rights.

• We will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

• If the item is no longer available we will offer an alternative. In this instance you will have the option of a refund.

• If faulty goods have not previously been returned to us you are responsible for their disposal

4. Non-Refundable Products

• Certain products may not be refundable after 14 days, this will be explicitly stated in the product description before purchase.

• Custom orders, digital products, or content that has been delivered and downloaded may not be eligible for return.

Dispute Resolution Policy - Services

At ‘zoonity’, we also act as a platform to connect customers with independent animal experience providers & eco-service professionals. We take pride in facilitating great solutions for our customers by matching them with their best suited service providers. Unless explicitly stated, we do not provide the services ourselves and therefore do not accept any liability for any disputes that may arise between users and third-party providers. Below are the guidelines for ‘zoonity’ Service Dispute Resolution:

1. Scope

These guidelines apply to:

• Bookings made via the zoonity Animal Experience Platform

• Bookings made via the zoonity Eco-Spaces Platform

• Services offered by third-party providers

• Disputes between customers and providers (including animal handlers or Eco-Space contractors)

2. The role of zoonity

Zoonity acts as a facilitator of services. We:

• Match requirements with best suited professionals, helping to coordinate bookings, negotiations and sometimes payments

• Offer initial support in case of disputes, but do not investigate, arbitrate or enforce outcomes

• Are not party to the contracts between customers and providers

Responsibility for resolving disputes lies with the service providers and their customers.

3. Dispute Handling Process

For Services or Bookings:

• Customers should contact the service provider directly to resolve the issue.

• Providers must respond within 5 working days.

• Zoonity can provide contact information and booking details to assist communication, but we do not mediate or arbitrate disputes unless we are directly involved.

4. Provider Obligations

All service providers working with ‘zoonity’ agree to:

• Maintain clear and accessible contact information

• Respond promptly and fairly to disputes

• Comply with UK consumer protection laws and best practices

5. Exceptions

Zoonity may intervene directly in the following cases:

• Platform error (e.g. double bookings due to technical issues)

• False or misleading information published by zoonity itself

In these cases, customers should contact support@zoonity.co.uk within 7 days of the issue arising.

6. Updates

Last updated: 03/05/2025

This policy may be updated. Continued use of the platform indicates agreement with the most recent version.