If something didn’t work as expected, we want to help you fix it as quickly as possible. Start by contacting our Support Team in the ZEN.COM app. Many issues can be solved right away without needing to submit a complaint.
If the Support Team can’t resolve the issue or you’re still unhappy with the outcome, you can file a formal complaint.
Before you submit your complaint
Please prepare the following information so we can review your case faster:
- Your account details: first and last name, phone number, and email address.
- A clear description of the issue. For financial complaints, include the exact amount, the date of the transaction or fee, how your rights were affected, and why you wish to submit a complaint to ZEN.COM.
- The outcome you’re looking for.
- Supporting documents such as screenshots, receipts, or correspondence related to the issue.
You can submit a complaint within 3 months from the moment you detected the issue. This applies to all ZEN.COM customers and former customers.
Where to send your complaint
You can submit your complaint using any of these channels:
- Email: write to hello@zen.com or office@zen.com, and include “Complaint” in the subject line.
- Live chat in the ZEN.COM app.
- Physical letter sent to:
- EU customers:
UAB ZEN.COM
Konstitucijos av. 18B
LT-09308 Vilnius, Lithuania - UK customers:
ZEN-UK Limited
344-354, GRAY’S INN ROAD
WC1X 8BP, London, United Kingdom
- EU customers:
Important
If you email us, please send the complaint from the address linked to your ZEN.COM account. If that’s not possible, let us know in the message. We’ll guide you through an additional verification step to confirm your identity.
What happens after you submit your complaint
You’ll receive a confirmation email with your case number. We reply in English by default, or in another preferred language if available.
We process complaints within 15 working days, according to Point 8 of the ZEN.COM Terms and Conditions. If we’re unable to respond within 15 working days for reasons beyond our control, we’ll notify you by email with:
- the reason for the delay,
- the updated date when you can expect a final reply.
In these cases, the total response time may be extended up to 35 business days.
If you want to appeal the decision
If you’re not satisfied with the complaint response, you can escalate the case to the authority that regulates the ZEN.COM entity providing your service.
To escalate externally, you must first contact Support and then complete the complaint process. Your case can be reviewed by the relevant authority only after receiving a final complaint response from ZEN.COM.
In our final response, you’ll find clear instructions on how to appeal and where to send your request.