1. Introduction
This Refund Policy explains the refund policies for Zolar (the "Platform"), operated by EasyCity Systems Ltd. ("we", "us", or "our"). This policy covers refunds for Platform fees and provides guidance on refunds for equipment purchases through our marketplace.
Please read this policy carefully to understand your rights and obligations regarding refunds.
Scope of Policy
This policy applies to:
- Platform fees (subscription fees, transaction fees, premium feature fees)
- Equipment purchases through the marketplace (dealer policies apply)
- Professional service fees (installer and dealer platform fees)
2. Platform Fees Refund Policy
2.1 Subscription Fees
Refund policies for subscription fees vary by subscription type:
- Monthly Subscriptions: No refunds for partial months. You may cancel at any time, and your subscription will continue until the end of the current billing period.
- Annual Subscriptions: Full refund within 14 days of purchase if you have used less than 10% of the service. After 14 days, pro-rated refunds may be considered on a case-by-case basis.
- Trial Periods: No refunds for trial periods that convert to paid subscriptions unless you cancel before the trial ends.
2.2 Transaction Fees
Marketplace transaction fees are non-refundable once a transaction is completed. This includes:
- Equipment purchase transaction fees
- Installer booking fees
- Service matching fees
If a transaction is cancelled before completion, transaction fees may be refunded on a case-by-case basis.
2.3 Premium Feature Fees
Refunds for premium features (one-time purchases) are available within 7 days of purchase if:
- The feature is not functioning as described
- You have not used the feature
- The feature is unavailable due to Platform issues
2.4 Professional Platform Fees
Refund policies for professional users (installers, dealers):
- Installer Platform Fees: Pro-rated refunds available if your account is suspended due to Platform error, not policy violation.
- Dealer Platform Fees: Pro-rated refunds available if your account is suspended due to Platform error, not policy violation.
- Verification Fees: Non-refundable once verification process begins.
3. Marketplace Equipment Refunds
3.1 Dealer Policies Apply
Equipment purchases through the marketplace are subject to the individual dealer's refund policy. We facilitate transactions but do not set refund policies for third-party dealers.
3.2 Dealer Responsibility
Dealers are responsible for:
- Clearly stating their refund policy in product listings
- Honoring their stated refund policies
- Processing refunds in accordance with applicable consumer protection laws
- Communicating refund decisions to buyers
3.3 Dispute Resolution
If a dealer refuses to honor their refund policy, you may:
- Contact the dealer directly to resolve the dispute
- File a dispute through our Platform (we may mediate but are not obligated to do so)
- Pursue legal remedies through consumer protection agencies
3.4 Consumer Protection Rights
Your consumer protection rights may provide additional refund protections, including:
- EU: 14-day right of withdrawal for distance contracts
- Nigeria: Consumer protection under the Federal Competition and Consumer Protection Act
- South Africa: Consumer rights under the Consumer Protection Act
- Kenya: Consumer protection under the Consumer Protection Act
- Ghana: Consumer protection under the Consumer Protection Act
4. Refund Request Process
4.1 How to Request a Refund
To request a refund for Platform fees, contact us at:
- Email: refunds@easycitysystems.com.ng
- Subject: Refund Request - [Your Account ID]
4.2 Required Information
Your refund request must include:
- Your account ID and registered email address
- The transaction ID or invoice number
- The amount and date of the charge
- The reason for the refund request
- Supporting documentation (if applicable)
4.3 Processing Time
We will process refund requests within:
- Platform Fees: 5-10 business days from approval
- Payment Processor: Additional 3-5 business days for funds to appear in your account
4.4 Refund Method
Refunds will be processed using the original payment method. If the original payment method is no longer available, we may issue refunds via bank transfer or check.
5. Non-Refundable Items
5.1 Generally Non-Refundable
The following are generally non-refundable:
- Transaction fees for completed marketplace transactions
- Verification fees once verification process begins
- Fees for services already rendered
- Partial month subscription fees
- Fees for features that have been used
- Administrative or processing fees
5.2 Exceptions
We may make exceptions to non-refundable policies in cases of:
- Platform error or technical failure
- Billing errors or duplicate charges
- Unauthorized charges
- Service unavailability for extended periods
6. Refund Eligibility Criteria
6.1 General Eligibility
To be eligible for a refund, you must:
- Request the refund within the specified time period
- Provide a valid reason for the refund
- Not have violated our Terms of Service
- Have a valid payment method on file
6.2 Service Issues
Refunds for service issues may be available if:
- The service is not functioning as described
- The service is unavailable for an extended period (more than 24 hours)
- The service does not meet the specifications stated at time of purchase
6.3 Billing Errors
Refunds for billing errors are available if:
- You were charged incorrectly
- You were charged for a service you did not receive
- You were charged multiple times for the same service
- The charge amount was incorrect
7. Partial Refunds
7.1 Pro-Rated Refunds
We may issue pro-rated refunds for:
- Annual subscriptions cancelled after the refund period
- Service outages affecting partial service periods
- Downgrades from higher-tier plans
7.2 Calculation Method
Pro-rated refunds are calculated based on:
- The unused portion of the service period
- The original purchase price
- The duration of the service period
Example: For an annual subscription cancelled after 6 months, you may receive a refund for the remaining 6 months (50% of the annual fee).
8. Refund Denials
8.1 Grounds for Denial
We may deny refund requests if:
- The request is made after the refund period has expired
- The service has been substantially used
- The request is based on dissatisfaction with service performance that meets specifications
- You have violated our Terms of Service
- The request is fraudulent or abusive
8.2 Appeal Process
If your refund request is denied, you may appeal by:
- Providing additional information supporting your request
- Escalating to our customer support management team
- Submitting a written appeal within 14 days of denial
9. Chargebacks
9.1 Chargeback Policy
If you initiate a chargeback with your payment provider:
- We will investigate the chargeback and provide evidence to support our position
- If the chargeback is found to be invalid, we may re-charge the amount
- Excessive chargebacks may result in account suspension or termination
9.2 Dispute Resolution
We encourage you to contact us before initiating a chargeback. We will work with you to resolve billing disputes directly.
10. Jurisdiction-Specific Provisions
10.1 European Union
For EU users, you have the right to withdraw from distance contracts within 14 days without giving any reason. This right applies to:
- Platform subscriptions and premium features
- Equipment purchases (subject to dealer policies)
10.2 Nigeria
For Nigerian users, refunds are governed by the Federal Competition and Consumer Protection Act, which provides for fair and transparent refund policies.
10.3 South Africa
For South African users, refunds are governed by the Consumer Protection Act, which provides for cooling-off periods and fair refund practices.
10.4 Kenya and Ghana
For Kenyan and Ghanaian users, refunds are governed by respective consumer protection laws, which provide for fair refund practices and consumer rights.
11. Updates to This Policy
11.1 Right to Modify
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to the Platform.
11.2 Notification
We will notify you of material changes by updating the "Effective Date" and posting a notice on the Platform.
11.3 Continued Use
Your continued use of the Platform after changes to this Refund Policy constitutes acceptance of the updated terms.
12. Contact Information
12.1 Refund Inquiries
For refund-related inquiries, contact us at:
- Email: refunds@easycitysystems.com.ng
- Phone: [To be provided]
- Address: EasyCity Systems Ltd., [Full Address to be provided]
12.2 Customer Support
For general customer support, contact us at:
- Email: support@easycitysystems.com.ng
13. Related Policies
This Refund Policy should be read together with our:
14. Acknowledgment
By using Zolar, you acknowledge that you have read, understood, and agreed to this Refund Policy. You acknowledge that refund policies vary by service type and that marketplace equipment refunds are subject to dealer policies.
This Refund Policy may be updated from time to time, and your continued use of the Platform constitutes acceptance of any changes.