Refund & Cancellation Policy
How to cancel a service or an AgroAgent order, when our fee comes back, and how cancelling an order for goods works.
In plain words
- Cancel before we start and you get the whole fee back.
- If we cannot do the work for a reason that is not yours, you choose a new date or a full refund.
- Money for the goods is paid between you and the manufacturer. We never hold it, so we cannot refund it.
- A finding you do not like is not a reason for a refund. The report says what we found.
This summary helps you read the page. The numbered clauses below are the terms that apply.
What this policy covers
It covers the fees you pay Zelenberg: the six individual services and AgroAgent. It also explains what happens to third-party costs.
It does not cover the goods themselves. Section 8 explains why.
Cancelling an individual service
You can cancel a service at any time before our team starts the work. We refund the whole fee.
The work has started once our team has travelled to the factory, collected a sample, or begun watching the agreed production stage.
Once the work has started, the fee is not refunded. You still receive a report of what was done.
Changing a date
You can move a date once, free of charge, if you tell us at least two working days before it.
A later change, or a second one, may carry travel costs we have already paid. We tell you the amount before you decide.
When we cannot do the work
Sometimes the work cannot happen. The factory refuses entry, is closed on the agreed date, or the goods are not ready.
We tell you the same day, and we record what happened in writing. A refused visit is itself a fact worth knowing.
You then choose one new date at no extra charge, or a full refund of our fee.
If the cause is on your side, such as a wrong address or a factory contact you did not arrange, the fee is not refunded.
Cancelling AgroAgent
Before the first of the eleven points begins, you can cancel and receive the whole fee back.
After that, we refund the share of the fee for the points we have not started. Each point counts as one eleventh of the fee.
If the manufacturer cancels the order, the same rule applies from the day we learn of it.
Third-party costs
Laboratory, inspection, courier and freight charges belong to the company that provides the work. Its own cancellation terms apply.
If you cancel, we pass on in full whatever that company refunds to us. We keep none of it.
Findings and reports
We report what we find. A result you did not hope for is not a reason for a refund.
That includes a failed laboratory test, or a factory smaller than it described itself.
If you believe a report is wrong, tell us within 14 days. We check it against our records and correct it in writing if it is wrong.
If a report was wrong through our own mistake, we repeat the work free of charge or refund the fee.
Cancelling an order for goods
The contract for the goods is between you and the manufacturer. Cancelling it, and any refund of a deposit, follows that contract.
Zelenberg never holds payment for goods, so we cannot return it. We can help with the record and the correspondence.
How to ask for a refund
Write to [email protected] from the email address on your account. Give the invoice number and the reason.
We answer within two working days. If we agree, we pay the refund within 10 working days.
The refund goes by bank transfer, in the currency you paid, to the account the payment came from.
If you disagree
Reply to our answer in writing. A second person, who did not work on your order, reviews it.
After that, the Terms of Service set out how a dispute is settled.
Changes to this policy
We may change this policy. The version in force on the day you paid applies to that invoice.
Last updated 14 September 2026In force from 14 September 2026Version 1.0
Questions about this page?
Write to [email protected], or use the contact form. We answer within two business days.