ZedWed Policy Center

Refund and Cancellation Policy

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1. Introduction

This Refund and Cancellation Policy governs the terms under which payments, cancellations, billing issues, reversals, and refunds are handled for services provided by ZedWed ("Platform," "App," "we," "our," or "us").

The Platform uses one or more third-party payment providers to facilitate financial transactions. By using paid features or making payments through the Platform, you acknowledge that payment processing is subject both to this Policy and to the terms, conditions, timelines, and technical processes of the applicable payment provider.

This Policy should be read together with our Terms of Service, Privacy Policy, and any other applicable Platform policies. Nothing in this Policy is intended to limit any non-waivable rights you may have under applicable law.

2. Nature of Paid Services

Payments made on the Platform may relate to:

  • subscription plans;
  • premium or paid matchmaking-related features;
  • paid access to enhanced platform functionality; and
  • other paid services or offerings made available through the Platform from time to time.

All charges are intended to be displayed before you confirm payment.

3. Payment Processing and Service Activation

Payments are processed through a third-party payment provider. The Platform may initiate a transaction, receive callback or webhook updates, and verify payment status before activating the purchased service on your account.

A paid service will generally be treated as delivered when the applicable payment is successfully verified and the relevant feature, plan, or access is activated on your account.

We may delay, withhold, reverse, or decline activation of paid services where:

  • payment remains pending or cannot be verified;
  • a callback, webhook, or confirmation is incomplete, inconsistent, or missing;
  • the transaction appears unauthorized, fraudulent, reversed, duplicated, or otherwise suspicious; or
  • legal, compliance, operational, or processor-related issues prevent activation.

4. Records We May Retain

The Platform does not state in this Policy that it stores full debit-card, credit-card, or mobile-money credentials unless such storage is expressly required for a lawful payment flow.

However, the Platform may retain payment-related records reasonably necessary for billing, reconciliation, support, audit, fraud prevention, legal compliance, and dispute resolution, including:

  • transaction references or order references;
  • subscription or plan details;
  • amount, currency, and payment status;
  • payment method labels or processor-returned status fields;
  • billing or contact information submitted as part of checkout;
  • timestamps, activation dates, and expiry dates; and
  • support, reconciliation, dispute, or refund handling records.

5. Cancellations

5.1 Subscription Services

Where a subscription plan has been successfully activated, it will ordinarily remain active until its stated expiry date unless earlier restricted, suspended, or terminated in accordance with our Terms of Service or applicable law.

Cancellation of a subscription does not ordinarily entitle a user to a refund for amounts already paid, and services already activated will generally remain available until the end of the applicable paid period unless access is restricted for breach, fraud, reversal, or other permitted reasons.

5.2 One-Time or Feature-Specific Purchases

Where the Platform offers one-time or feature-specific paid services, those purchases are generally final once the service has been successfully delivered, activated, or consumed, unless a refund is required by law or expressly approved under this Policy.

5.3 Mid-Cycle Cancellations

No pro-rata or partial refund will ordinarily be issued for:

  • unused portions of an active subscription;
  • failure to use the Services during the paid period;
  • change of mind after activation;
  • dissatisfaction with matchmaking results, profile visibility, recommendations, or AI-generated outputs; or
  • user-side interruptions, preferences, or circumstances unrelated to a Platform billing or delivery failure.

6. Refund Eligibility

Refunds may be granted only in limited, verifiable circumstances, including:

  1. Duplicate Payments: if a user is mistakenly charged more than once for the same service.
  2. Incorrect Billing or Processing Error: if the Platform or payment provider processes an incorrect amount or produces a clear billing error.
  3. Service Non-Delivery: if the user pays successfully but the purchased service is not activated or delivered as intended due to a verified Platform or processor failure.
  4. Statutory Rights: where a refund is required by applicable law, including mandatory consumer-protection rights that cannot lawfully be excluded.

Approved refunds, where granted, will generally be limited to the actual amount incorrectly charged or paid for the specific undelivered or improperly billed service.

7. Refund Exclusions

Refunds will not ordinarily be issued for:

  • change of mind after accessing or activating the service;
  • dissatisfaction with matchmaking outcomes, recommendations, user interactions, profile responses, or relationship outcomes;
  • dissatisfaction with AI-supported or automated features, including compatibility or other automated-analysis outputs, where the service has been made available as described;
  • account suspension, restriction, or termination resulting from breach of the Terms of Service, fraud concerns, abuse, or policy violations;
  • failure to use the Services during the subscription period;
  • user error, including incorrect information supplied during payment or account setup;
  • delays, interruptions, or failures caused by the user's device, browser, connectivity, bank, card issuer, mobile-money operator, or other third-party provider outside the Platform's reasonable control; or
  • requests that are abusive, duplicative, fraudulent, manipulative, or unsupported by verifiable transaction information.

8. Refund Processing

Where a refund is approved, the Platform will ordinarily attempt to process it through the same payment channel or source used for the original transaction, unless the payment provider, applicable law, or technical constraints require another lawful method.

Refund timelines are subject to the third-party payment provider, banking system, card issuer, or mobile-money operator. Processor timelines may vary, and the Platform does not guarantee that refunded funds will appear within any specific number of days once they leave our control.

9. Refund Request Window

Timeframe: All refund or billing error claims must be submitted within 7 days of the original transaction date. Requests after this period will not be considered, except where required by law.

10. Chargebacks, Reversals, and Payment Disputes

If a payment is reversed, charged back, disputed, reported as unauthorized, or otherwise challenged through a bank, card issuer, mobile-money operator, or payment provider, the Platform may:

  • suspend or restrict access to the affected paid feature or account while the matter is under review;
  • delay new activations or renewal-related benefits;
  • request supporting information from the user;
  • deny duplicate refund requests relating to the same transaction; and
  • take reasonable steps permitted by law and contract to recover unpaid amounts, reverse benefits improperly obtained, or defend against fraudulent or bad-faith disputes.

Nothing in this section prevents a user from exercising any non-waivable right available under applicable law.

11. Complaints and Support

Users may submit refund, billing, or payment complaints to **help@zedwed.ai**.

To help us review a request efficiently, users should include, where available:

  • transaction or order reference;
  • date of payment;
  • paid plan or feature purchased; and
  • a short description of the issue.

We aim to acknowledge complaints within a reasonable operational timeframe and to investigate them as promptly as reasonably practicable. Where additional time is needed, we may notify the user through email or another appropriate channel.

12. Third-Party Payment Providers

As the Platform uses third-party payment providers, some parts of the transaction lifecycle may be outside the Platform's direct control.

Accordingly:

  • refund execution and settlement may depend on the payment provider's own processes and timelines;
  • banks, card issuers, and mobile-money operators may impose additional delays, restrictions, reversals, or verification requirements; and
  • the Platform is not responsible for external payment-system delays or failures outside its reasonable control, although it may provide reasonable assistance with payment-support inquiries where appropriate.

The Platform does not accept liability for independent acts or omissions of third-party payment providers except to the extent liability cannot lawfully be excluded.

13. Relationship with Other Policies

This Policy should be read together with the Terms of Service, Privacy Policy, and any applicable paid-service terms. Refund eligibility does not override other contractual rights we may have under the Terms of Service, including rights relating to suspension, fraud prevention, misuse, policy breaches, or account enforcement.

14. Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of Zambia.

15. Contact Information

For questions or refund requests, please contact:

ZedWed Email: help@zedwed.ai