Refund Policy

1. Overview

This Refund Policy outlines the terms under which refunds, cancellations, and disputes are handled on the Ziyawa platform, operated by Zande Technologies (Pty) Ltd (Registration No. K2025834311) in partnership with Rath Group (Pty) Ltd.

All transactions on the Platform are conducted in South African Rand (ZAR). This policy is subject to the Consumer Protection Act 68 of 2008 (CPA) and other applicable South African law.

2. Ticket Refunds

2.1 Event Cancellation by Organizer

If an event is cancelled by the organizer, all ticket holders are entitled to the ticket price in full, returned to the card used to pay. Refunds are never automatic — each one is reviewed and approved by an administrator first. Once approved, the reversal is sent to your bank immediately; most banks take a few working days to show it.

The booking fee is not refunded. It covers the cost of processing your payment, which our payment provider charges when the payment is taken and does not return when a payment is reversed. No other fee or deduction is applied to your refund.

2.2 Voluntary Cancellation by Ticket Holder

Ticket purchases are generally non-refundable. Organizers set their own cancellation policies for their events. Please review the event details and any cancellation terms stated by the organizer before purchasing.

If an organizer has enabled refunds for their event, you may request a refund by contacting the organizer through the Platform or by emailing support@ziyawa.com.

2.3 Event Date or Venue Changes

If an organizer materially changes an event (e.g., significant date or venue change), you may request a refund within 7 days of the change notification. Contact support@ziyawa.com with your ticket details.

2.4 Duplicate or Erroneous Purchases

If you were charged multiple times for the same ticket due to a technical error, contact support@ziyawa.com with proof of duplicate charges. A duplicate charge is reversed in its entirety, booking fee included — you should never pay a booking fee twice for the same ticket.

3. Booking Refunds (Artists & Crew)

3.1 Booking Flow

When an organizer books an artist or crew member, payment is held in escrow by Ziyawa. Funds are only released to the service provider after the service is completed and both parties confirm completion (dual confirmation). After dual confirmation, funds are held for an additional 24-hour review period before release.

3.2 Cancellation Before Confirmation

If a booking is cancelled before payment is made (i.e., while in "Pending" or "Accepted" state), no refund is necessary as no money has changed hands.

3.3 Cancellation After Payment (Confirmed Bookings)

Once a booking is confirmed (paid), cancellation and refund terms depend on who cancels:

• Organizer cancels: The organizer forfeits the Ziyawa commission (non-refundable). The remaining escrowed amount may be refunded to the organizer's available balance, less any applicable fees. The artist/crew member will not receive payment.
• Artist/crew cancels: The escrowed amount (minus the Ziyawa commission) is returned to the organizer's available balance. The artist/crew member may be subject to account review for repeated cancellations.

3.4 Disputes on Bookings

If either party disputes a booking (e.g., service not delivered, quality dispute), the booking may be placed in "Disputed" status. Disputed funds remain in escrow and are frozen until Ziyawa resolves the dispute. See Section 5 for the dispute process.

4. Fees

4.1 Booking Fee

The booking fee added to your ticket at checkout is non-refundable. It covers the cost of processing your card payment, which our payment provider charges when the payment is taken and does not return if the payment is later reversed. The fee is shown separately before you pay.

4.2 Getting Paid

The Platform does not hold deposits and does not offer a stored balance you can top up. Money you earn from ticket sales or bookings is held until the event is complete, then reviewed and paid to your verified bank account. We charge no fee to pay you — our commission is taken when the ticket is sold.

4.3 Platform Fees and Commissions

Platform fees and commissions (ticketing commission, booking commission) are generally non-refundable, except in cases of event cancellation by the organizer or disputes resolved in the payer's favour, where the commission is not charged because no event took place.

5. Dispute Resolution Process

If you believe you are entitled to a refund or wish to dispute a transaction:

1. Open a dispute: Use the dispute feature on the relevant booking or transaction, or email support@ziyawa.com with your account details, transaction reference, and reason for dispute.
2. Review period: Ziyawa will review the dispute and may request additional information from both parties. We aim to respond within 5 business days.
3. Resolution: Based on the evidence, we may:
   • Release funds to the service provider (if service was delivered).
   • Return funds to the organizer's available balance (if service was not delivered).
   • Apply a partial resolution.
4. Final decision: Ziyawa's decision on disputes is final. If you are not satisfied, you may pursue remedies under South African consumer protection law, including approaching the National Consumer Tribunal.

6. How Long Money Is Held

• Ticket revenue: Held until 48 hours after the event is marked complete, then reviewed and paid to the organizer's verified bank account.
• Booking payments: Held until both parties confirm completion, plus a 24-hour review period.
• Large amounts (R5,000+): May require additional administrative review before release.
• Cancelled events: Revenue is never released. It stays available to refund ticket holders.

7. Refund Processing Times

Approved refunds are reversed to the card you paid with. Ziyawa sends the reversal as soon as an administrator approves it, but the time it takes to appear on your statement is set by your bank and card issuer — usually a few working days, and up to 14 in some cases. We cannot speed that up.

8. Consumer Protection

Nothing in this Refund Policy limits your rights under the Consumer Protection Act 68 of 2008. Where this policy conflicts with mandatory consumer protection rights, the law prevails.

9. Contact

For refund requests, disputes, or questions about this policy:

• Zande Technologies (Pty) Ltd
• Email: support@ziyawa.com
• South Africa