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Refund Policy

ZUUP REFUND POLICY

Operated by KAWIWI International Limited
Last Updated: May 2026

This Refund Policy forms part of the ZUUP Terms and Conditions and applies to all products and services offered through the ZUUP platform, including food delivery, grocery delivery, pharmacy orders, retail purchases, parcel delivery, courier services, car rental bookings, and any other products or services introduced from time to time.

By placing an order or using ZUUP services, you agree to this Refund Policy.

1. PLATFORM ROLE

ZUUP is a technology platform operated by KAWIWI International Limited ("KAWIWI," "we," "us," or "our") that connects users with independent third-party vendors, restaurants, pharmacies, riders, drivers, retailers, couriers, and vehicle owners.

Refund eligibility may depend on vendor policies, service status, product type, operational costs already incurred, and applicable legal requirements.

KAWIWI reserves the right to determine refund eligibility at its sole discretion, except where prohibited by applicable law.

2. GENERAL REFUND PRINCIPLES

  • Not all transactions qualify for refunds.
  • Refunds are processed only where expressly approved by KAWIWI or required by law.
  • Platform fees, service fees, booking fees, payment gateway charges, and administrative costs are generally non-refundable.
  • Refunds may be reduced by actual operational, vendor, rider, banking, or processing costs already incurred.
  • Refund approvals do not create an obligation to approve future refunds in similar situations.

3. ELIGIBLE REFUND CIRCUMSTANCES

Refund requests may be considered where:

  • The wrong item was delivered
  • The item arrived materially damaged
  • The item was missing from the order
  • The order could not be fulfilled
  • Duplicate payment occurred
  • Payment was processed but the order was not successfully created
  • The service could not reasonably be completed

Refund requests must be submitted within the applicable reporting period stated in this Policy.

4. NON-REFUNDABLE CIRCUMSTANCES

Refunds will generally not be granted where:

  • The user changes their mind after order confirmation
  • Delivery delays occurred within reasonable operational limits
  • The user entered incorrect delivery details
  • The recipient was unreachable
  • The user refused to accept delivery
  • The issue resulted from user negligence or misuse
  • Product expectations are subjective and not materially inconsistent with descriptions
  • The order involved perishable, consumable, or customised goods already prepared or dispatched

5. FOOD ORDERS

Prepared food orders are generally non-refundable once preparation begins.

Refunds may only be considered where:

  • The wrong order was delivered
  • The order was materially incomplete
  • The food arrived in an unusable condition

Taste preferences, subjective dissatisfaction, or delays alone do not automatically qualify for refunds.

Users must report food-related issues within 2 hours of delivery.

6. GROCERY AND RETAIL PRODUCTS

Refunds or replacements may be considered where products:

  • Arrive damaged
  • Are materially different from the order
  • Are expired upon delivery
  • Are missing from the order

Minor packaging damage that does not affect usability may not qualify for refunds.

Claims must be submitted within 24 hours of delivery.

7. PHARMACY PRODUCTS

Due to health, safety, and regulatory requirements:

  • Medicines and pharmacy items are generally non-refundable once dispensed or delivered.
  • Refunds may only be considered where the incorrect product was supplied or where legally required.

KAWIWI does not accept responsibility for:

  • Prescription errors provided by users
  • Adverse medical reactions
  • Incorrect usage
  • Delays caused by prescription verification or regulatory compliance

8. DELIVERY AND PARCEL SERVICES

Delivery fees are generally non-refundable once a rider has been dispatched.

Refunds for delivery services may be considered where:

  • The order could not be delivered due solely to rider or operational failure
  • A duplicate charge occurred
  • Delivery was cancelled before rider dispatch

Users remain responsible for charges arising from:

  • Incorrect addresses
  • Failed delivery attempts
  • Unreachable recipients
  • Refusal to receive goods

9. CAR RENTAL BOOKINGS

Vehicle rentals are managed by independent third-party providers.

Refund eligibility depends on:

  • Timing of cancellation
  • Vendor policies
  • Reservation status
  • Operational and administrative costs incurred

Generally:

  • Cancellations made at least 24 hours before pickup may qualify for partial refunds excluding non-refundable fees.
  • Late cancellations may attract reduced or zero refunds.
  • Failure to appear at pickup time may result in forfeiture of all payments.

10. CASH ON DELIVERY (COD)

Cash on Delivery orders become binding once confirmed.

If a user refuses to pay upon delivery or places fake or speculative orders, KAWIWI may:

  • Charge outbound and return delivery costs
  • Recover direct and indirect losses
  • Suspend or terminate accounts
  • Pursue legal recovery measures

No refunds apply to charges incurred because of fake or refused COD orders.

11. REFUND PROCESS

To request a refund, users must contact customer support through approved ZUUP communication channels and provide:

  • Order number
  • Description of the issue
  • Supporting photographs or evidence where applicable

KAWIWI may require additional verification before processing any request.

12. REFUND METHODS

Approved refunds may be issued through:

  • Mobile Money
  • Card reversal
  • Bank transfer
  • Wallet credit
  • Other approved payment methods

KAWIWI reserves the right to determine the refund method.

13. REFUND TIMELINES

Estimated refund timelines are as follows:

  • Wallet credits: up to 24 hours
  • Mobile Money: 1 to 5 business days
  • Bank transfers and card reversals: 5 to 14 business days

These timelines are estimates only and may vary depending on banks, payment processors, and third-party providers.

KAWIWI is not liable for delays caused by financial institutions or external payment systems.

14. FRAUD PREVENTION

KAWIWI reserves the right to deny refunds where fraud, abuse, manipulation, excessive claims, chargeback misuse, or suspicious activity is reasonably suspected.

Accounts involved in fraudulent refund activity may be suspended, terminated, or referred to law enforcement authorities.

15. FORCE MAJEURE

Refunds shall not automatically apply where service failures or delays result from events beyond reasonable control, including:

  • Weather conditions
  • Traffic congestion
  • Power outages
  • Internet disruptions
  • Government restrictions
  • Civil unrest
  • Pandemics
  • Vendor operational failures

16. LIMITATION OF LIABILITY

To the fullest extent permitted by law:

  • Refund decisions are made on a case-by-case basis.
  • KAWIWI does not guarantee that every refund request will be approved.
  • KAWIWI shall not be liable for indirect, incidental, consequential, or punitive damages relating to refunds or transactions.
  • KAWIWI's total liability relating to any refund claim shall not exceed the service fees paid by the user to KAWIWI during the thirty (30) days preceding the event giving rise to the claim.
  • If no fees were paid, KAWIWI's liability shall be zero to the maximum extent permitted by law.

17. CHANGES TO THIS POLICY

KAWIWI may amend this Refund Policy at any time by posting an updated version on the platform. Continued use of ZUUP constitutes acceptance of the revised Policy.

18. GOVERNING LAW

This Refund Policy is governed by the laws of the Republic of Zambia and shall be interpreted together with the ZUUP Terms and Conditions.

19. CONTACT INFORMATION

KAWIWI International Limited
Woodlands, Lusaka, Zambia

Email: business@kawiwi.net
Phone: +260 77 3922548
Website: www.kawiwi.net

ACKNOWLEDGEMENT

By using ZUUP, you acknowledge that:

  • Refund eligibility is limited and subject to verification.
  • Certain products and fees are non-refundable.
  • Operational costs may be deducted from approved refunds.
  • KAWIWI International Limited's liability is limited to the fullest extent permitted by law.