All Nigeria policiesUser policy

Refund Policy

Version: v1 draft Status: Draft for Nigerian counsel, provider, support, and operations review

This policy should be reviewed against Nigerian consumer protection requirements, provider rules, and ZenWave launch scope before public use.

Core Principle

ZenWave does not apply a blanket "no refund" rule. Refund, cancellation, return, replacement, reversal, and dispute outcomes depend on the product, provider status, evidence, consumer protection obligations, cancellation terms, service delivery, fraud checks, platform error, and operational readiness.

When a Review May Be Needed

Users may request review for:

  • duplicate charges;
  • failed or incomplete service;
  • cancelled activity or event;
  • defective, unsafe, materially different, counterfeit, or misrepresented goods;
  • non-delivery or materially delayed delivery;
  • wrong amount or wrong recipient;
  • unauthorized payment or suspected account takeover;
  • provider debit without confirmation;
  • non-attendance caused by organizer cancellation or platform failure;
  • scam, impersonation, or safety issue.

Evidence

Support may request payment references, screenshots, receipts, QR attendance logs, messages, organizer responses, delivery/attendance evidence, identity checks, or bank/provider confirmations.

Holds and Reversals

ZenWave may hold, delay, reverse, or restrict payment-related features while a dispute, provider review, fraud check, chargeback, reconciliation issue, or law-enforcement request is pending.

Sellers, organizers, and recipients must cooperate with dispute review. ZenWave may offset or freeze payouts where a provider reversal, buyer refund, non-delivery, fraud report, or negative balance is unresolved.

Timelines

ZenWave should acknowledge disputes promptly and provide status updates. Final timing may depend on payment providers, banks, card networks, sellers, organizers, evidence, delivery partners, and legal restrictions.

Escalation

If a user is dissatisfied, they may contact support again or use applicable external complaint channels, including provider/bank channels or relevant Nigerian consumer-protection channels.

Support: support@zenwave.com