1. No Upfront Charges
Listing your vehicle on Zoop, undergoing a professional inspection, and receiving dealer bids are all provided at no upfront cost to you. Zoop's service fee is deducted from the final sale proceeds only upon successful completion of the transaction.
2. When Refunds Apply
Because we deduct our fee post-sale, refund scenarios are limited but may arise in the following situations:
2.1 Seller-Initiated Cancellation Before Acceptance
If you choose not to accept a dealer offer after the auction, no fee is charged and no refund is required. You are free to relist at a later date.
2.2 Seller-Initiated Cancellation After Acceptance
If you accept an offer but subsequently withdraw before the vehicle is physically handed over, a cancellation fee of up to [X]% of the accepted sale price may apply to cover inspection, logistics, and dealer coordination costs. This amount will be communicated to you before you confirm acceptance.
2.3 Dealer-Initiated Cancellation
If a dealer withdraws from an accepted transaction without valid grounds, Zoop will re-run the auction at no additional cost to you. If the re-auction results in a lower final price, Zoop will waive its service fee on the re-run.
2.4 Service Failure by Zoop
If the transaction fails due to a verified error on Zoop's part (e.g., incorrect inspection report that materially misrepresented the vehicle), any service fee collected will be refunded in full within 7–10 business days.
3. Non-Refundable Situations
- Seller-provided inaccurate vehicle information that leads to a revised or withdrawn offer
- Failure to produce required documents (RC, ID, NOC) at pickup stage
- Vehicles with undisclosed encumbrances (active loans) that prevent transfer
- Change of mind after vehicle has been collected by the dealer
4. How to Request a Refund
To raise a refund request, contact your Zoop Sales Consultant directly or email support@sellwithzoop.com with your Lead Reference ID. We will acknowledge within 2 business days and resolve within 10 business days.
5. Refund Method
All refunds are processed to the same bank account provided during KYC verification. We do not issue refunds in cash or to third-party accounts.
6. Escalation
If your refund request is not resolved to your satisfaction within 10 business days, you may escalate to our Grievance Officer at legal@sellwithzoop.com.