Refund & Cancellation Policy

This policy covers two different kinds of payment made through Zyba, which are treated differently: (1) money a guest pays a venue through Zyba (for a meal, a room, an experience), and (2) a venue’s subscription to Zyba. Amounts are in Zambian Kwacha (ZMW). Payment is mobile-money first, with card also supported.

Guest payments to a venue

When you pay a venue through Zyba, your purchase is with that venue — Zyba provides the payment tools but is not the seller. Refunds and cancellations are therefore the venue’s decision and follow that venue’s own policy. Ask the venue directly; they can issue a refund from their Zyba dashboard.

A reasonable default many venues apply:

• Orders: a full refund before your order is prepared; at the venue’s discretion once it’s being made; no refund once it has been served or collected.
• Bookings & reservations: each venue sets its own cancellation window and terms — check them before you book.

How a refund reaches you

• Card: refunded to the card you paid with, through the payment gateway, typically within a few business days (subject to your bank).
• Mobile money: mobile money cannot be “reversed” like a card, so a refund is sent as a new transfer to the number that paid. It can take longer, and — because a mobile-money transfer carries its own fee and the statutory transfer levy — the amount returned may be net of that refund-side fee. Keep the phone number you paid from handy.

Partial refunds (for example, one item removed from a bill) are supported. The original transaction fee charged when you paid is not returned.

Card disputes (chargebacks)

If you paid by card, you retain any dispute rights your bank or card network provides, independent of this policy. We ask that you contact the venue first — most issues are resolved faster that way.

For venues

You control refunds for your guests from your dashboard. When you issue a refund, Zyba’s commission on that payment is returned to you in proportion to the amount refunded — we don’t keep a cut of money you give back. Note that the underlying payment-provider fee and mobile-money levy paid when the guest first paid are not recoverable, and a mobile-money refund incurs a fresh transfer fee/levy; these are a cost of the refunded sale. Card chargebacks, and any chargeback fees, are your responsibilityas the merchant of record, and may be deducted from your balance or a future payout. You are responsible for setting and honouring a clear refund/cancellation policy with your guests.

Zyba subscriptions

Subscription fees for the current billing cycle are non-refundable. Because we bill by invoice and a payment prompt — never a silent auto-charge — you cancel simply by not paying the next invoice; there is nothing to “unsubscribe” from and no stored card to stop. For annual plans, any refund of unused months is at Zyba’s discretion.

Contact

Guests: please contact the venue you paid. Venues, or anyone who can’t reach a venue: get in touch.