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 a full refund of the ticket purchase price, including the booking fee paid at checkout. Refunds will be processed automatically to the original payment method within 7–14 business days.

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@zande.io.

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@zande.io 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@zande.io with proof of duplicate charges. Duplicate charges will be refunded in full.

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 wallet, 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 wallet. 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. Wallet Transactions

4.1 Deposits

Wallet deposit processing fees (2.5% + R3) are non-refundable. If you deposit funds into your wallet, the full deposited amount (minus the fee) is available for use on the Platform.

4.2 Withdrawals

Withdrawal fees (R20 flat fee) are non-refundable. Minimum withdrawal is R100. Withdrawals require completed identity verification. Once a withdrawal is processed, it cannot be reversed.

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.

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@zande.io 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 wallet (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. Escrow and Fund Release Timeline

• Ticket revenue: Held in escrow until 48 hours after event completion, then released to the organizer's wallet.
• Booking payments: Held in escrow until dual confirmation (both parties confirm completion) + 24-hour holding period.
• Large amounts (R5,000+): May require additional administrative review before release.
• Eligible funds release: Automated daily processing releases eligible funds.

7. Refund Processing Times

Refunds are processed as follows:

• To wallet balance: Instant (available immediately on the Platform).
• To original payment method (card): 7–14 business days, depending on your bank and card issuer.

Ziyawa initiates refunds promptly but cannot control processing times imposed by banks or payment processors.

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@zande.io
• South Africa