Refund, Cancellation and Dispute Policy

1. Refunds

• Unspent coins are refunded in full within 14 days of purchase where the account is in good standing and the coins have not been gifted or spent on promotion.
• Duplicate, failed or unauthorised charges are refunded in full, without conditions, as soon as they are confirmed.
• Coins already sent as gifts are non-refundable because the value has been credited to a third-party creator. This is stated on the purchase screen before payment.
• Refunds are always returned through Paystack to the original payment method. We never refund to a different instrument, in cash, or in coins.

2. Raising a dispute

• In the app, from the wallet or any ledger row, or by email to disputes@zuma.social.
• A ticket is opened with a review clock the user can see.
• We acknowledge within 1 business day and decide within 2 business days, with the ledger, device, country and consumption record in front of the agent.
• Outcomes: full refund, partial refund, or a written explanation of why the charge stands, including how to escalate to their bank or card scheme.

3. Unauthorised transactions and chargebacks

• On an unauthorised-use report we freeze the account's coin spending and suspend any related creator payout immediately.
• Where a purchase is confirmed unauthorised, the charge is refunded and the corresponding creator earnings are reversed from the creator's wallet; if already paid out, the amount is recovered from future earnings.
• Chargebacks are answered inside the card scheme's window with the full evidence pack: account identity, verification status, reference, timestamps, IP-derived country, delivery confirmation and how the coins were consumed.
• Accounts that generate repeated chargebacks are blocked from buying coins.

4. Complaints

Any complaint about a decision can be escalated in the same ticket to a senior reviewer. If a user remains unhappy they may contact their payment provider or the relevant consumer authority; we cooperate fully with such enquiries.