Returns, Refunds & Disputes

1. Overview

This policy explains how returns, refunds, cancellations, and disputes are handled on GetZavi. It is designed around GetZavi's payment model: when a customer pays for an order, GetZavi ensures fulfilment before releasing payment — and issues refunds directly when something goes wrong.

2. How Payment Protection Works

• Customers can pay for an order via card, bank transfer, or their Dedicated Virtual Account (DVA). The DVA is a payment channel unique to each customer, used to complete payment for an order — it is not a wallet that holds funds in advance.
• The moment a customer's payment succeeds, GetZavi processes payment via Paystack Split Payments. The vendor's and rider's shares are sent directly to their respective subaccounts at that same moment, as part of the same transaction. GetZavi does not hold or control customer funds at any point before this split occurs.
• Vendors and riders are notified of every order and payment as soon as it is placed.
• Because payout to vendors and riders happens instantly via Split Payment, refunds for orders that are not successfully fulfilled are issued to the customer from GetZavi's own account balance. The corresponding amount is then recovered from the vendor's or rider's future payout, or through a repayment arrangement, as set out in the GetZavi Vendor/Rider Agreement.

3. Cancellations

• Before vendor confirmation: Customers may cancel an order at no cost if the vendor has not yet accepted the order.
• After vendor confirmation, before dispatch:Cancellation may still be possible but is subject to the vendor's discretion, especially for perishable items already in preparation.
• After dispatch: Orders that have already been picked up by a rider generally cannot be cancelled, as the vendor has already fulfilled their part of the transaction.

4. Refunds

A customer is entitled to a refund, issued from GetZavi's account balance to the customer's original payment method or bank account, where:

• The vendor is unable to fulfil the order and no acceptable substitution is agreed upon
• The order is not delivered due to vendor or rider error
• The order delivered is materially different from what was ordered and not resolved through substitution
• A service booking is not carried out as scheduled by the vendor

Refunds are processed back to the customer's original payment method or bank account, depending on how the order was paid.

Refunds are not available where:

• The customer provided an incorrect delivery address or was unreachable at delivery, and the order was otherwise successfully prepared and dispatched
• The customer changes their mind after the vendor has already prepared or dispatched the order
• A service was fulfilled as scheduled and dissatisfaction is based on subjective preference rather than non-fulfilment

5. Disputes

A dispute arises when a customer and vendor disagree about whether an order was fulfilled correctly — for example, disagreements over order quality, completeness, or whether a delivery occurred as described.

Dispute resolution process:

1. The customer raises the issue through the GetZavi WhatsApp support line as soon as possible after delivery, and in any case within the timeframe set out in Section 7 below.
2. GetZavi reviews available evidence: order details, chat history, delivery confirmation, and any photos or information provided by either party.
3. GetZavi makes a final determination on whether a refund or partial refund is appropriate.
4. Both customer and vendor are notified of the outcome and the reasoning behind it. Where a refund is due and the vendor/rider has already received their payout, GetZavi recovers the corresponding amount from their future payout or through a repayment arrangement, as set out in the GetZavi Vendor/Rider Agreement.

GetZavi's decision at the end of this review process is final.

Vendor and rider responsibility for refunds: By registering on GetZavi, vendors and riders agree that if a refund is issued to a customer after their payout has already been disbursed (for example, in the case of a delayed dispute or a card chargeback), GetZavi may recover the corresponding amount by deducting it from future payouts, or through a repayment arrangement agreed with GetZavi. This is set out in full in the GetZavi Vendor/Rider Agreement.

6. Vendor Recourse

Vendors who believe a refund was issued in error may contact GetZavi support with supporting evidence (e.g., proof of delivery, customer communication). GetZavi will review and respond within a reasonable timeframe.

7. Timeframe for Raising Issues

Customers should raise refund requests or disputes as soon as possible, and no later than 48 hoursafter the expected delivery or service time, to ensure the issue can be reviewed promptly and any necessary recovery from the vendor's or rider's future payout can be actioned quickly.

8. Contact

To request a refund or raise a dispute, contact us via the GetZavi WhatsApp support line or at hello@getzavi.store or oatchipsystems@gmail.com.
Oatchip Ltd (RC: 8423827)
NO 71, ROAD 14, IFELODUN COMMUNITY LAGADA AREA SERVICE, OSOGBO, OSUN