Event Pro Protection

Lead qualitycommitment.

If an unlocked inquiry turns out to be invalid, you can request credit restoration.

We review every request carefully and restore credits when appropriate.

How unlocks and messaging work

When you spend credits to unlock an inquiry, what you unlock is a private message thread with the host inside the Zamala platform — never the host's contact information. Email and phone numbers stay private until the host chooses to share them with you directly in the conversation.

This policy covers every unlocked inquiry — both Zamala-matched inquiries and direct requests (where a host viewed your profile and reached out). Both are paid, and both carry the Response Guarantee.

Eligibility

What qualifiesand what doesn't.

Qualifies for credit restoration

  • The host does not reply within 7 days (Response Guarantee)

    When you unlock an inquiry and send your first message, a 7-day guarantee window begins. If the host does not reply within 7 calendar days, your credits are returned automatically — no request needed.

  • The host cancels the event before replying to you

    If a host cancels before they have replied to you, the credits you spent to unlock are returned automatically.

  • The inquiry contains invalid or fraudulent host information

    Report it from your dashboard. If confirmed after review, we restore your credits. We also run pre-checks on inquiries to catch these before they reach you.

  • Duplicate of an inquiry you already unlocked

    If the same inquiry reaches you more than once within 30 days, the duplicate is handled automatically — see "Automatic protections" below.

Does not qualify

  • The host replied but chose a different Event Pro

  • The conversation happened but no deal closed — this is normal market risk

  • The event was postponed (rescheduled) and the host is still in touch

  • Price, scope, or availability disagreement between you and the host

  • Style, vibe, or personality fit wasn’t right

  • You changed your mind about pursuing the inquiry

  • You never sent a first message after unlocking (the guarantee window never begins — we nudge you at 48 hours)

  • The inquiry was outside your declared service area or category

Built-in safeguards

Automatic protections.no action needed from you.

Duplicate detection

If you've already unlocked messaging with this inquiry within the past 30 days, a second unlock is blocked and no credits are deducted.

Cancelled events

If a host cancels their event before you unlock, the inquiry is removed from your queue and nothing is deducted. If they cancel after you unlock but before replying to you, we restore your credits automatically.

The Response Guarantee

Send your first message and the 7-day window begins. If the host stays silent for 7 calendar days, we return your credits automatically — no request needed. You only pay for conversations that happen.

The process

How to requestcredit restoration.

  1. Most restorations are automatic

    Response-guarantee (no-reply), cancelled-before-reply, and duplicate restorations happen automatically — you do not need to file anything. Reporting is only for an inquiry with invalid or fraudulent host information, or an edge case that needs manual review.

  2. Report the inquiry from your dashboard

    Open the inquiry in your dashboard and use Report inquiry to flag invalid or fraudulent host information. Include:

    • ·A reason (fake or invalid details, fraud, duplicate, or other)
    • ·A brief description of the issue
    • ·Any supporting detail where relevant. You can also reach us at contact@zamala.ai.

  3. We review each request carefully

    We aim to review and respond in a reasonable time. If approved, credits are restored to your account. If declined, we'll explain why. If you disagree with a decision, you can reply with additional context.

Fair use

Good faithprotects everyone.

Credit restoration is offered in good faith to protect Event Pros from invalid inquiries. We reserve the right to review patterns of restoration requests.

If we notice a pattern that appears inconsistent with genuine platform use — for example, requests on most or all of your unlocks, or repeated requests for non-qualifying reasons — we may follow up with you and, after notice, limit restoration eligibility on your account.

Common questions

Questions & answers.

What counts as "no response" from the host?
Once you send your first message, the 7-day guarantee window begins. If the host hasn't replied at all — not even a brief “no thanks” — within 7 calendar days, we return your credits automatically. If they replied but didn't choose you, that's a different situation and doesn't qualify.
What if the host responded but didn't end up hiring me?
That doesn't qualify for restoration. Pricing, timing, style fit, or simply choosing a different Pro are normal parts of the process. The inquiry was still a genuine opportunity — you engaged with it.
Do I need to prove I tried to contact the host?
Your messages to the host are visible inside the Zamala messaging system, so we can confirm your outreach when we review. We look for a genuine, thoughtful first message — not a brief “Hi.”
What if the host's event gets cancelled after I unlock?
If the host cancels before they had replied to you, we restore your credits automatically — there's nothing to file. If they cancel before you unlock, the inquiry is removed from your queue and no credits are deducted.
How long do decisions usually take?
We review each request carefully and respond in a reasonable time. We can't commit to a specific SLA, but we prioritize getting back to you as quickly as we can.
Who makes the final decision?
Our support team reviews requests. For borderline cases, the founders may be involved. Decisions are at Zamala's reasonable discretion and are final, though you can reply with additional context if you believe we misunderstood.
Is there a limit on how many requests I can submit?
There's no hard published limit, but we review patterns. If most of your unlocks result in restoration requests, we may follow up to understand what's happening — sometimes it's a signal that the categories or event types you're pursuing aren't a good fit, or that outreach messaging needs work.
What if I disagree with a decision?
Reply to the email with additional context. We'll review again. If after that you still disagree, you can escalate by emailing the founders directly — we want to get this right.
Does this apply to direct requests (when a host expresses interest first)?
Yes. A direct request — where a host viewed your profile and reached out — is a paid inquiry, priced at a premium and shown before you unlock. It carries the same Response Guarantee: send your first message, and if the host does not reply within 7 days, your credits come back.
Where does this policy fit in your Terms?
This policy is part of our Terms & Conditions, specifically the lead unlocks section. This page offers a clearer day-to-day explanation of how it works in practice.

Questions?we're here.

Email us at contact@zamala.ai — include your lead ID if it's about a specific unlock.

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