Refund and Service Remedy Policy

Contact us if payment was completed but access was not provided, the file is corrupt or cannot be opened, the supplied file is materially different from the purchased preview or confirmed custom settings, or the same order was charged more than once.

Depending on the problem, Cartova will re-perform the service, replace or correct the file, refund the affected part of the price, or provide a full refund. If the service was not performed or cannot be performed as agreed, a full refund is available.

Because the product is a digital file made available immediately, a successfully delivered and accessible download is normally not refundable only because the customer changed their mind, preferred another theme, or supplied an incorrect city, label, size, or other custom setting. This does not remove any remedy required by applicable law.

An unpaid or cancelled Ziina checkout creates no charge. If an order has been paid but the file has not yet been made available, contact us immediately and we will assess whether fulfilment can be stopped and the payment refunded.

Use the contact details on the payment receipt or visit Support and Complaints with the checkout email, order identifier, a description of the problem, and a screenshot where useful. Please report file defects within 14 days of delivery so they can be investigated quickly; statutory rights are not shortened by this request.

We aim to acknowledge complaints within two business days and resolve ordinary cases within seven business days. Once a refund is approved, Ziina and the customer’s bank or card provider control the time required for the funds to appear.