Trust · Policies
Plain-language terms for everything that matters: leaving, returning, cancelling and being treated fairly while you are here.
Deactivation is a pause, not an ending. When you deactivate, your profile, posts, listings, reviews and provider availability are hidden from every other member within minutes. Nothing is erased: your wishlist, saved searches, orders, folders and messages sit untouched. Signing back in reactivates the account instantly and restores everything as it was.
Deletion is permanent. It starts a 30-day grace period during which you can change your mind by signing in. After that window your profile, favourites, compare lists, saved searches and community content are removed, and any personal data we no longer need is erased. Records we are legally required to keep — invoices, tax records, payment and fraud logs — are retained for the statutory retention period and are not removable on request.
Some accounts cannot be deleted straight away. If you have an open order, an active or upcoming booking, an unresolved dispute, or an outstanding payout as a provider, deletion is held until each of those is settled. You may still deactivate immediately; the deletion clock begins the day the last commitment closes.
Providers and sellers: deactivating removes you from search and blocks new bookings, but existing confirmed bookings remain your responsibility. Cancelling them still falls under the standard cancellation policy and may affect refunds to guests.
We may also deactivate or suspend an account ourselves where there is fraud, payment abuse, repeated policy breaches, impersonation or a safety risk to other members. We notify the account holder with the reason and, where appropriate, how to appeal.
To deactivate or delete, open Account → Settings → Deactivate account, or write to privacy@zippervibe.com from the registered email address.
Orders can be changed or cancelled while the status is still Pending. Made-to-order and atelier commissions enter production quickly and cannot be cancelled once cutting has begun.
Returns are accepted within 30 days on unworn pieces with the house tag intact. Personalised, monogrammed and made-to-measure pieces are excluded. Refunds return to the original payment method and typically settle within 5–10 business days.
Bookings hold a slot for a limited window and may require a deposit. Cancelling more than 48 hours ahead refunds the deposit in full; inside 48 hours it may be retained by the provider to cover their held time.
Reschedules are free once per booking, subject to the provider's live availability. Disputes are reviewed by our team with evidence from both sides.
We collect only what the service needs: account details, order and booking history, addresses used for delivery, and product usage that helps us improve the experience. We do not sell personal data.
You can request an export of your data, correct anything inaccurate, and ask for erasure subject to the retention rules described above.
Posts, reviews and streams must be your own work or properly credited. Harassment, hate speech, counterfeit goods and misleading claims about origin or fabric are removed and may end the account.
Artisan and workshop credits must not be stripped from imagery or product descriptions.
Sellers must describe fabric, origin and sizing honestly, ship within the stated handling time, and honour the returns policy. Providers must keep availability accurate and hold their verification current.
Repeated late shipments, no-shows or verification lapses lead to reduced visibility, then suspension.
Questions? Reach the team through Community & support.
