Refund Policy

Effective Date: December 2024

1. Overview

At Zovack, we strive to ensure customer satisfaction with every order. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them across our global marketplace platform.

2. Eligibility for Refunds

Refunds may be issued in the following circumstances:

2.1 Order Issues

• Items not delivered within the promised timeframe
• Incorrect items delivered
• Missing items from your order
• Items delivered in poor condition or damaged
• Order cancelled by the merchant without notice

2.2 Quality Issues

• Food items that are spoiled, expired, or unsafe to consume
• Items that do not match the description provided
• Temperature-sensitive items delivered outside safe temperature ranges

2.3 Service Issues

• Delivery address errors caused by our system
• Payment processing errors
• Platform technical issues preventing order completion

3. Non-Refundable Items

The following items are generally not eligible for refunds unless they arrive damaged or spoiled:

• Perishable goods that have been consumed or partially consumed
• Personal care items that have been opened or used
• Custom or personalized items made to order
• Digital products or gift cards (unless required by local law)
• Orders cancelled by the customer after preparation has begun

4. Timeframes for Refund Requests

To be eligible for a refund, you must report issues within the following timeframes:

• Food items: Within 2 hours of delivery
• Non-food perishables: Within 24 hours of delivery
• Non-perishable items: Within 48 hours of delivery
• Non-delivery issues: Within 24 hours of expected delivery time

5. Refund Request Process

To request a refund:

1. Contact our customer support through the Zovack app, website, or WhatsApp
2. Provide your order number and details of the issue
3. Submit photos or documentation if required
4. Our support team will review your request within 24-48 hours
5. If approved, refunds will be processed according to the timelines below

6. Refund Processing Times

Once a refund is approved:

• Credit/Debit Card: 5-10 business days
• Mobile Money: 1-3 business days
• Bank Transfer: 3-7 business days
• Zovack Credits: Immediate

Processing times may vary by region and payment provider.

7. Types of Refunds

7.1 Full Refunds

Full refunds (including delivery fees) may be issued for:

• Complete order cancellation by merchant
• Complete order non-delivery
• Complete order incorrect or damaged
• System errors preventing order completion

7.2 Partial Refunds

Partial refunds may be issued for:

• Missing items from an order
• Individual damaged or incorrect items
• Delivery delays (delivery fee refund)
• Service issues affecting part of the order

7.3 Zovack Credits

In some cases, we may offer Zovack credits instead of monetary refunds. Credits:

• Are issued immediately to your account
• Can be used for future purchases
• May include bonus value for inconvenience
• Do not expire unless required by local law

8. International Considerations

For orders placed internationally:

• Refunds are processed in the currency of the original transaction
• Exchange rate fluctuations may affect refund amounts
• Local consumer protection laws may provide additional rights
• Cross-border transaction fees are generally non-refundable

9. Merchant-Specific Policies

Some merchants on our platform may have additional refund policies. These will be clearly stated at the time of ordering and may provide:

• Extended return periods for certain items
• Specific conditions for returns
• Direct merchant return processes

10. Dispute Resolution

If you disagree with a refund decision:

• You may escalate the matter to our customer service manager
• We will review all documentation and evidence
• A final decision will be made within 5-7 business days
• Local consumer protection agencies may be contacted if available

11. Fraudulent Refund Requests

Zovack reserves the right to:

• Investigate suspicious refund patterns
• Suspend accounts engaged in fraudulent activities
• Deny refunds for demonstrably false claims
• Pursue legal action for fraudulent refund abuse

12. Contact Information

For refund requests or questions about this policy:

• Email: support@zovack.com | zovack2024@gmail.com
• Phone: +234 813 084 3735
• WhatsApp: +234 813 084 3735
• Address: Keffi Bye-pass, Opp Anglican Church, Keffi, Nasarawa State, Nigeria

13. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our services or applicable laws. Users will be notified of significant changes.

Last updated: December 2024