Effective Date: September 9, 2024
At Zuwanu, we aim to provide a reliable and transparent marketplace experience for buyers, sellers, and service users. This Refund & Cancellation Policy explains how payments, wallet credits, promotional services, memberships, sales proceeds, and other transactions on the Zuwanu platform are handled.
By using Zuwanu and making a payment through our platform, you acknowledge and agree to the terms outlined below.
1. Promotional Services and Paid Features
Zuwanu may offer paid services designed to increase the visibility, reach, or performance of listings. These may include, but are not limited to:
- Listing boosts
- Featured listings
- Promotional plans
- Ad promotion packages
- Priority placement
- Other paid marketplace promotional services
Payments made for promotional services are non-refundable.
Once a promotional service or boost has been purchased and activated, the payment cannot be cancelled or refunded, including where the user subsequently decides that they no longer require the service.
Users should carefully review the selected promotional plan, duration, price, and applicable terms before completing payment.
2. Wallet Top-Ups and Account Credits
Users may be able to add funds or credits to their Zuwanu wallet for use on eligible services available on the platform.
Wallet top-ups and account credits are non-refundable and cannot be withdrawn or transferred back to a user’s bank account.
Wallet balances must be used for eligible Zuwanu services, which may include:
- Membership subscriptions
- Listing boosts
- Promotional services
- Other eligible paid features offered by Zuwanu
Adding funds to a wallet does not create a right to receive those funds back as cash or to request a bank transfer of unused wallet credits.
Users should therefore ensure that the amount they add to their wallet is appropriate for their intended use.
3. Membership Subscriptions
Zuwanu may offer paid membership plans that provide users with access to additional features, benefits, or services.
Active membership subscriptions cannot be cancelled for a refund once the subscription has been purchased or activated.
Users are responsible for reviewing the membership plan, price, duration, benefits, and applicable terms before subscribing.
Where applicable, users may manage future renewals through the available subscription settings. Cancelling a future renewal does not automatically create a refund for the current active subscription period.
4. Sales Through Escrow
Where Zuwanu provides an escrow or payment-protection service for eligible transactions, funds received from completed sales may be released to the seller in accordance with the applicable escrow terms and transaction status.
Once eligible sales proceeds become payable to a seller, the funds may be paid to the seller’s registered bank account.
Payments received through completed sales and properly released through the escrow process are not treated as wallet top-ups. They represent earnings or proceeds from marketplace transactions and may therefore be eligible for payment to the user’s registered bank account, subject to applicable verification, transaction, and payout requirements.
Users are responsible for providing accurate and valid payment information.
5. Affiliate Earnings
Eligible users participating in Zuwanu’s affiliate or referral programs may earn commissions or other rewards in accordance with the applicable affiliate program terms.
Approved affiliate earnings may be paid to the user’s registered bank account, subject to:
- Meeting the applicable payout requirements;
- Verification requirements;
- Minimum payout thresholds, where applicable;
- Compliance with Zuwanu’s affiliate terms; and
- Any applicable transaction or fraud-prevention checks.
Affiliate earnings are different from wallet credits and are not subject to the wallet top-up restrictions described in Section 2.
6. Failed or Unsuccessful Transactions
Occasionally, a payment may fail even though a user’s bank account, card, or other payment method appears to have been debited.
Where a transaction is unsuccessful and the payment does not reach or settle with Zuwanu, the transaction is generally subject to reversal through the relevant bank, payment processor, or financial institution.
Failed transactions that result in an unauthorized or unsuccessful debit are normally automatically reversed by the relevant bank or payment provider.
The timing of a reversal may depend on the user’s bank, payment processor, card network, or other financial institution and is therefore outside Zuwanu’s direct control.
If a failed transaction has not been reversed within the applicable processing period, the user should contact their bank or payment provider first and may also contact Zuwanu Support for assistance in investigating the transaction.
7. Duplicate or Incorrect Payments
Users should carefully verify the amount, service, and payment details before completing a transaction.
If you believe you have been charged incorrectly or charged more than once for the same transaction, please contact Zuwanu Support with the relevant transaction details so that the matter can be reviewed.
Providing the transaction reference, date, amount, and other relevant information can help us investigate the issue more efficiently.
8. Refunds for Exceptional Circumstances
Although the majority of Zuwanu’s paid services and wallet transactions are non-refundable as described in this policy, Zuwanu may, at its sole discretion, review exceptional circumstances where a transaction was affected by a technical error, duplicate charge, or other issue attributable to the Zuwanu platform.
Any refund or adjustment approved in such circumstances does not create an obligation for Zuwanu to provide refunds in similar circumstances in the future.
Where a refund is approved, it may be processed using the original payment method or another appropriate payment method, subject to the capabilities and requirements of the applicable payment provider.
9. User Responsibility
Before making a payment, users are responsible for:
- Reviewing the selected service or subscription;
- Confirming the amount being charged;
- Ensuring that the correct account is being used;
- Providing accurate payment and bank information;
- Understanding the applicable service terms; and
- Ensuring that sufficient funds are available for the transaction.
Users should not make payments on behalf of another person unless they fully understand and accept the associated transaction.
10. Disputes and Unauthorized Transactions
If you believe that a transaction was made without your authorization, or that there is an error with a payment, please contact Zuwanu Support as soon as possible.
For transactions involving a bank, card, payment processor, or other financial institution, Zuwanu may request relevant transaction information to help investigate the issue.
Users should also promptly notify their bank or payment provider where they suspect unauthorized activity involving their financial account.
11. Changes to This Policy
Zuwanu reserves the right to update or modify this Refund & Cancellation Policy when necessary to reflect changes to our services, payment systems, business practices, or applicable requirements.
Any updated version will be published on the Zuwanu platform with the revised effective date.
12. Contact Zuwanu Support
If you have questions about a payment, refund, cancellation, wallet credit, membership, escrow transaction, affiliate earnings, or any other transaction-related issue, please contact our support team.
Email: zuwanu1@gmail.com
Phone: +2349136186004
When contacting support about a transaction, please provide your account details and relevant transaction information where appropriate so that we can assist you more efficiently.
Important Reminder
Before completing any payment on Zuwanu, please carefully review the service or product being purchased. Promotional services, wallet top-ups, and active membership subscriptions are generally non-refundable, while eligible proceeds from sales through escrow and approved affiliate earnings may be paid to the user’s registered bank account in accordance with the applicable terms.