Refund Policy
Introduction
This Refund Policy explains when Zari subscription payments may be refunded, how refund requests are handled, and which rules apply depending on how the subscription was purchased.
1. Scope of this Policy
This Policy applies to subscription payments, renewals, and related billing transactions for Zari.
It covers payments made through Zari-managed billing channels such as Paynow, EcoCash-related payment flows where relevant, and admin-assisted payment handling.
Where subscriptions are later purchased through the Apple App Store or Google Play, those platforms may apply their own billing, cancellation, and refund rules in addition to this Policy.
Where additional processors such as Stripe are introduced in future for other markets, this Policy may be updated to reflect that change.
2. General Refund Position
Zari aims to be fair and reasonable, but subscription fees are generally charged for access to digital software services and are therefore not automatically refundable once access has been granted or the service period has started.
Refunds may be considered in limited circumstances such as duplicate payment, obvious billing error, failed activation after successful payment, or another clear issue caused by Zari or one of its payment flows.
Refund requests are reviewed case by case. Approval is not guaranteed.
3. Circumstances Where a Refund May Be Considered
- You were charged more than once for the same subscription period by mistake.
- A payment was successfully collected but the relevant subscription, renewal, reactivation, or upgrade was not applied correctly and could not be resolved within a reasonable time.
- You paid the wrong amount because of a confirmed Zari-side billing error.
- A payment was taken after a confirmed cancellation that should already have been effective.
- A payment was credited to the wrong business account due to an internal support or billing handling error.
4. Circumstances Where a Refund Will Usually Not Be Given
- You changed your mind after paying for a subscription period and the service was already made available to you.
- You forgot to cancel before a renewal date.
- The service was available but you did not use it.
- Your business access was affected because your own device, internet connection, credentials, internal staffing, or local operational setup created an issue outside Zari's reasonable control.
- A payment was validly made through a third-party platform whose terms place refunds under that platform's control, such as Apple App Store or Google Play.
- A temporary support or platform issue was resolved without lasting loss of the subscription period.
5. Purchases Made Through Apple App Store or Google Play
If you later purchase a Zari subscription through Apple App Store or Google Play, billing and refund handling may be governed primarily by that platform's own rules.
In those cases, Zari may help explain the subscription status, but we may not be able to issue the refund directly ourselves if the store platform controls the transaction.
Users should first check the relevant app store subscription and refund process where the purchase was made through that store.
6. Zimbabwe Billing and Payment Channels
For Zimbabwe-related billing flows, payments may be processed through Paynow, EcoCash-linked flows, direct payment confirmation processes, or admin-assisted support handling where applicable.
Where a customer makes a direct payment that is manually recorded and then applied to a business account, Zari may request transaction details such as approval code, payer name, amount, and payment timing before considering any correction or refund request.
If a refund is approved for a Zimbabwe payment, the refund method may depend on the original payment channel, operational feasibility, fraud checks, and any applicable third-party processor rules.
7. How to Request a Refund
To request a refund, contact Zari support as soon as possible and provide enough information for us to identify the payment and the affected business account.
Refund requests should usually be submitted within 14 days of the relevant charge unless a longer period is required by law or justified by the circumstances.
- Business name
- Name and email address linked to the account
- Date of payment
- Amount paid
- Payment method used
- Receipt number, payment reference, approval code, or transaction reference if available
- A short explanation of the issue
8. Review and Decision Process
Zari will review the request, check account and payment records, and determine whether the request falls within this Policy, applicable law, and any third-party billing restrictions.
We may request additional information before making a decision.
If a request is approved, the refund may be full or partial depending on the issue, the timing, the service already delivered, and the payment processor constraints.
9. Timing of Approved Refunds
If a refund is approved, Zari will aim to process it within a reasonable time. The actual time for funds to appear may depend on the original payment method, banking systems, mobile money processing, app store handling times, or third-party payment providers.
We cannot guarantee the exact time taken by third-party providers once a refund instruction has been submitted or approved.
10. Fraud, Abuse, and Chargeback Protection
Zari may refuse, delay, or limit a refund where there are reasonable concerns about fraud, misuse, duplicate claims, account abuse, unauthorized account changes, or suspicious payment activity.
If a user initiates a chargeback or payment dispute without first attempting to resolve a valid support issue with us, we reserve the right to investigate, respond to the dispute, and take account-protection steps where appropriate.
11. Cancellation vs Refund
Cancelling a subscription stops future renewal charges in accordance with the applicable billing method, but cancellation does not automatically entitle the user to a refund for a period that has already been charged.
Where the subscription was purchased through an app store, cancellation timing and continued access may follow the rules of that platform.
12. Changes to this Policy
Zari may update this Refund Policy from time to time to reflect operational, product, legal, payment-provider, or regional billing changes.
When we do, we will update the effective date and, where appropriate, notify users of material changes.
13. Contact Us
- Support: support@zarihq.com
- Legal / privacy: legal@zarihq.com
- Phone / WhatsApp: +263787545553