💰 Zippa Refund Policy

 

Effective Date: 05/30/2025

At Zippa, we aim to deliver accurate, timely, and high-quality service. However, we understand that issues can occur. This refund policy explains when and how refunds are handled for customers.

 

🧍 For Customers

✅ Eligible for Refunds If:

• You were charged but never received the order.
• The order is incomplete or significantly incorrect (e.g. missing items, wrong product).
• The vendor cancels the order after payment.
• You cancelled the order within the allowed time window (e.g. 3 minutes after placing).

❌ Not Eligible for Refunds If:

• You provided an incorrect address or were unavailable at the time of delivery.
• You cancel after the order has been prepared or dispatched.
• You refused the order without valid reason (e.g. change of mind after delivery).
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📝 How to Request a Refund:

1. Contact support within 24 hours of the issue.
2. Provide:
   • Order number
   • Proof (photos, screenshots, etc.)
   • A clear description of the issue
3. Zippa will investigate within 48–72 hours and notify you of the outcome.

If approved, refunds are issued to the original payment method or as Zippa credit, depending on the situation.

 

🏪 For Vendors

• Vendors are not responsible for issuing refunds directly.
• Zippa will handle the dispute and deduct any refund amount from vendor payouts if the vendor is at fault (e.g. wrong items, late prep).
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🚗 For Drivers

• Drivers are not required to issue refunds.
• If a delivery failed due to driver misconduct, Zippa may:
  • Cover the refund, and
  • Apply a penalty or deduction to the driver’s earnings (after investigation).

⚠️ Important Notes

• Refunds are not guaranteed — each case is reviewed individually.
• Zippa reserves the right to refuse refunds for repeated or abusive claims.
• In some cases, partial refunds may be offered instead of full refunds.
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📩 Contact for Refunds

Email: [email protected]
Phone: +27 69 430 1500
Support Hours: Mon–Sat, 9AM–6PM