1. Overview
Zoooom, Inc. ("Zoooom," "we," or "us") operates a peer-to-peer marketplace where individual buyers and sellers in the United States complete private-party used vehicle transactions. Every purchase on Zoooom involves three parties: the buyer, the seller, and Zoooom as the platform facilitator. Payments are processed through Stripe Connect, with funds delivered directly to the seller's Stripe Connect account at the time of sale.
This policy describes when refunds may be issued, how to request one, and how Zoooom mediates disputes between buyers and sellers. It applies in addition to our Terms of Service and the credit-card processing rights you have under applicable consumer protection law.
2. All Sales Are Final — Inspect Before You Buy
Once both the buyer and the seller have confirmed in the Zoooom app that the vehicle handoff is complete — meaning the buyer has taken physical possession of the vehicle and the seller has signed over the title — the sale is final and no returns are accepted. This includes:
- No "buyer's remorse" or change-of-mind refunds.
- No refunds for issues that a reasonable pre-purchase inspection would have identified.
- No refunds for normal wear, mechanical conditions consistent with the vehicle's age and mileage, or issues that develop after the buyer takes possession.
This is consistent with the standard practice for private-party used car sales nationwide. Because of this, doing your due diligence before you pay is essential.
2.1 Get a Pre-Purchase Inspection
A pre-purchase inspection by a qualified mechanic is the single best protection you have as a buyer. Zoooom strongly recommends every buyer obtain one before confirming the deal in-app. Two options:
- Zoooom Certified Mechanic locations — vetted shops in our network, bookable at mechanic.zoooom.me/mechanics. These mechanics know what to look for on used-vehicle sales and provide a standardized inspection report.
- Any reputable independent mechanic of your choice — a shop you already trust, a brand specialist (e.g., a BMW specialist for a BMW), or a mobile pre-purchase inspection service. Look for an ASE-certified technician and a written report.
The seller is expected to allow a reasonable pre-purchase inspection at the buyer's expense. A seller who refuses a buyer's request for an independent inspection is a red flag — we recommend walking away from any deal where the seller will not permit one.
2.2 Other Pre-Purchase Steps
Before confirming the deal in the Zoooom app, you should also:
- Inspect the vehicle thoroughly in person, including under the hood, underneath, and inside the cabin.
- Take the vehicle for a test drive on roads representative of normal use, including highway and stop-and-go conditions.
- Verify the VIN stamped on the vehicle (dashboard, door jamb, engine bay) matches the VIN on the title and the Zoooom listing.
- Confirm the odometer reading matches the listing and the title.
- Review the seller's identity-verification status (a green check mark in the Zoooom app).
- Confirm the seller is the registered owner on the title and that the title has no liens.
- Pull a vehicle history report (Carfax, AutoCheck, or NHTSA recall check via our free VIN tool).
3. When a Refund May Be Granted
Zoooom may, in its sole discretion, issue a refund or facilitate dispute resolution when the buyer can demonstrate one or more of the following:
3.1 Seller Fraud or Material Misrepresentation
- The seller listed false or materially misleading information about the vehicle's condition, history, mileage, or title status.
- The seller forged or altered the title, registration, or other ownership documents.
- The seller knowingly concealed material defects (e.g., known frame damage, undisclosed flood or salvage history, tampered odometer).
- The vehicle has an undisclosed lien, was reported stolen, or cannot be legally registered in the buyer's state due to the seller's actions.
3.2 Failure to Deliver
- The buyer was charged, but the seller failed to deliver the vehicle, title, or keys.
- The vehicle delivered differs materially from the vehicle listed (different VIN, different vehicle, etc.).
3.3 Identity-Verification Failure Discovered Post-Sale
- Post-transaction review reveals the seller used a fraudulent identity to complete Zoooom's identity verification.
- The seller's identity was compromised by a third party who completed the transaction without the seller's authorization.
3.4 Unauthorized Use of Payment Method
- The buyer's credit card or payment method was used without authorization.
- The buyer was the victim of account takeover. Zoooom cooperates with card issuers, Stripe, and law enforcement in such cases.
4. When a Refund Will Not Be Granted
The following are not eligible for refund through Zoooom:
- Buyer's remorse after confirmed handoff (you changed your mind, found a better deal, your spouse disapproves, etc.).
- Mechanical issues discovered after purchase that were observable or detectable through a reasonable pre-purchase inspection.
- Wear and tear consistent with the vehicle's age, mileage, and disclosed condition.
- Vehicle history items disclosed in the listing (e.g., the listing said "rebuilt title" and you confirmed handoff anyway).
- Issues caused after the buyer took possession — accidents, neglect, modifications, or damage occurring after the handoff.
- State registration or DMV fees charged by the buyer's state at the time of title transfer.
- Insurance, sales tax, or financing arrangements made independently between the buyer and third parties.
Zoooom is not a vehicle inspection service and does not warrant the condition, history, or future performance of any vehicle listed on the platform. Sellers are required to disclose known material defects, but Zoooom does not independently verify mechanical condition.
5. How to Request a Refund or File a Dispute
To request a refund or file a dispute, contact Zoooom support within 30 days of the date you confirmed the deal in-app:
- Email support@zoooom.app with the subject line "Refund Request — [VIN or Deal ID]".
- Include the following information:
- Your name and the email address associated with your Zoooom account.
- The Deal ID (visible in your Zoooom dashboard) or the VIN of the vehicle.
- The date of the transaction.
- A clear description of the issue, including dates and any relevant communications with the seller.
- Supporting evidence: photos, mechanic reports, title documents, repair estimates, police reports, etc.
- Do not dispose of, modify, or further drive the vehicle until Zoooom has had a reasonable opportunity to investigate. Doing so may affect your refund eligibility.
Disputes filed more than 30 days after deal confirmation are generally not eligible for refund through Zoooom, except where prohibited by applicable law or where the issue could not reasonably have been discovered within 30 days (e.g., a hidden lien or stolen-vehicle report).
6. Investigation Timeline
- Within 1 business day: Zoooom acknowledges your dispute by email and assigns a case number.
- Within 3 business days: Zoooom contacts the seller and requests their response to the dispute.
- Within 7 business days of the seller's response: Zoooom completes its initial investigation and communicates a decision to both parties.
- Complex cases (involving title fraud, stolen-vehicle reports, or law enforcement) may take longer. Zoooom will provide status updates at least every 7 days until the case is resolved.
Where Zoooom determines that a refund is warranted, the refund will be processed by debiting the seller's Stripe Connect account balance and returning funds to the buyer's original payment method, typically within 5–10 business days of the decision.
Where Zoooom determines that a refund is not warranted, the buyer retains the right to dispute the charge through their card issuer (see Section 7) and to pursue any legal remedies available against the seller directly.
7. Card Chargebacks
If you dispute a charge directly with your card issuer (a "chargeback") without first attempting resolution through Zoooom, the following applies:
- Zoooom and the seller will be notified of the chargeback by Stripe and will have the opportunity to submit evidence to your card issuer.
- The card issuer — not Zoooom — makes the final decision on the chargeback. We may provide the issuer with our verification records, in-app message logs, and other evidence relevant to the transaction.
- Filing a chargeback for a transaction that Zoooom would have refunded under this policy is your right, but doing so may delay the resolution.
- Filing a fraudulent chargeback (i.e., disputing a legitimate transaction) is a violation of our Terms of Service, may result in account suspension, and may be reported to credit bureaus and law enforcement.
8. Zoooom's $100 Platform Fee
Zoooom charges a flat $100 platform facilitation fee per completed transaction. This fee is collected at the time of payment and covers identity verification, vehicle ownership verification, platform infrastructure, payment processing infrastructure, and dispute mediation.
The $100 platform fee is refundable in the following circumstances:
- The transaction is refunded in full due to seller fraud or failure to deliver.
- The transaction is reversed due to unauthorized use of the buyer's payment method.
- Zoooom cancels the transaction before the seller has been paid out.
The platform fee is generally not refundable when:
- The buyer and seller mutually agree to cancel after handoff for reasons unrelated to fraud or misrepresentation.
- A partial refund is issued for a specific issue but the underlying sale remains valid.
9. Title Transfers and DMV Issues
Title transfer and registration with the state DMV are the responsibility of the buyer and seller, not Zoooom. State-specific fees, taxes, and processing times are outside Zoooom's control. Issues arising solely from DMV processing delays, state fees, or state-specific paperwork requirements are not eligible for refund through Zoooom.
However, if the seller knowingly provided a fraudulent title, an unsigned title, or a title with an undisclosed lien that prevents the buyer from registering the vehicle, this constitutes seller fraud and the transaction is eligible for a refund under Section 3.
10. Contact
Refund requests and dispute filings: support@zoooom.app
General inquiries: zoooom.me/contact
Phone: 949-237-2933 (business hours, Pacific Time)
Mailing address: Zoooom, Inc., [address] — please contact support before mailing any documents.