Refund Policy

This policy describes the conditions under which payments made on Zana (deliveries, subscriptions, invoices) may be refunded, and how refunds are processed depending on the payment method.

1. Scope

It applies to payments processed through the Zana platform: delivery fees (made up of the delivery, any express surcharge and the service fee), subscriptions and B2B invoices.

2. Pay-first model

Orders paid by Mobile Money are only confirmed once payment is received. If a payment fails, the order is not deleted: it is set aside (draft status) while we check that no debit occurred, then purged if no payment is confirmed.

3. When you are entitled to a refund

• an amount was debited but the order was not created or confirmed;

• the order is automatically cancelled for lack of an available rider (timeframes: about 5 minutes for express/instant, 10 minutes for standard);

• cancellation before pickup, under the applicable conditions;

• duplicate or clearly erroneous charge;

• delivery not performed due to the Provider.

4. Handling by payment method

• Mobile Money (MTN MoMo, Airtel Money): automatic refund by payout to the number that paid;

• Cash: manual handling by our teams;

• Invoice / subscription: non-monetary adjustment (credit on the account), without a payout.

5. Timelines and retries

Mobile Money refunds are triggered automatically and retried several times in the event of a temporary operator failure. After three unsuccessful attempts, the case moves to manual review. For security reasons, an abnormal volume of refunds (for example more than three requests, or over 50,000 RWF, within the same hour for the same account) is also routed to manual review.

6. Non-refundable cases

• deliveries actually performed and compliant;

• express surcharge once the rider is assigned and the trip has started;

• quota overages already consumed;

• amounts whose refund is excluded by law or by the Order Form.

7. Subscriptions and quotas

Subscriptions are due for the subscribed period. Unused delivery quota may carry forward according to the plan's rules but does not give rise to a cash refund, unless otherwise stated in the Order Form.

8. How to request a refund

Eligible refunds are most often automatic. For any request or complaint, contact support from your account or at hello@getzana.africa, quoting the relevant order, invoice or subscription reference.

9. Contact

Drwintech LTD — hello@getzana.africa — getzana.africa.