Event Pro Protection

Lead qualitycommitment.

If a Zamala-matched lead 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 on a Zamala-matched lead, 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 unless the host chooses to share them with you directly in the conversation.

This policy covers credit restoration for Zamala-matched leads you've unlocked. Direct quote requests (when a host initiates contact with you) don't use credits — so they're not covered by this policy.

Eligibility

What qualifiesand what doesn't.

Qualifies for credit restoration

  • Host does not respond to any of your messages

    After you've sent at least one genuine, well-crafted message and waited 14 calendar days from the unlock date.

  • The lead was flagged by Zamala as fraudulent or spam

    We'll notify you and restore credits automatically.

  • Host confirms they did not submit the request

    If a host reports an account takeover or that they didn't create the request, we'll restore your credits.

  • Duplicate of a lead you already messaged

    If within the past 30 days. This is handled automatically — see "Automatic protections" below.

Does not qualify

  • Host replied but chose a different Event Pro

  • Event was cancelled or postponed after you unlocked

  • 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 lead

  • You didn't send an outreach message after unlocking

  • Request submitted more than 7 days after the unlock

  • Event 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 lead 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 lead is automatically removed from your queue.

The process

How to requestcredit restoration.

  1. Submit within 7 days

    You have 7 calendar days from the unlock to submit a request. After 7 days, the request window closes.

  2. Email us with details

    Send an email to contact@zamala.ai with:

    • ·Your lead ID (found in your dashboard under “My leads”)
    • ·A brief description of why the lead didn't work out
    • ·Any supporting info (screenshots of your outreach attempts, etc.) where relevant

  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 leads. 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?
If you've sent at least one genuine outreach message and the host hasn't replied at all — not even a brief “no thanks” — within 14 calendar days of your unlock. 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 lead 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 their event after you've already unlocked, that's unfortunately part of the normal risk of lead generation. If the cancellation happens before you unlock, the lead is automatically removed 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 quote requests (when a host contacts me first)?
No. Direct quote requests don't use credits, so there's nothing to restore. This policy covers Zamala-matched leads only — the ones where you spent credits to unlock.
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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