Refund & Cancellation Policy

Registered company

Company and scope

This policy concerns digital products and subscription services supplied by ZETRA TECHNOLOGIES LIMITED under the relevant order or service agreement, including a ZETRA BMS subscription where purchased. It does not itself create an order or activate payments. Mandatory Tanzanian consumer rights prevail over this policy and any conflicting contract term. Hardware or bespoke deliverables may need additional terms disclosed before purchase, without removing statutory remedies.

Plans and billing periods

The order must identify the product, package, included features, price, currency, billing period, start/end dates and renewal conditions. Only the plan and duration actually offered and accepted apply; this policy does not invent monthly/annual prices or automatic renewal. Keep the quotation, order and confirmation. Ask us to correct unclear or inconsistent terms before paying.

Activation and delivery

Activation follows confirmation of the correct payment and the agreed service prerequisites, not merely a payment screenshot. We will communicate the agreed delivery/activation time and investigate any failure. Unless otherwise agreed, the Electronic Transactions Act provides an order-execution framework including a 30-day period; an unavailable service requires notification and a refund under applicable law. We do not substitute indefinite waiting for a mandatory remedy.

Review and consent before payment

Before committing, you must be able to review the service and full transaction, correct input errors and withdraw before confirmation. Any request to begin performance during a statutory cancellation period must be clear and separately evidenced; consent is not assumed from this policy. Preserve a copy of the applicable terms and payment breakdown. Qualifying input errors retain their statutory remedies.

Currently enabled payment methods

Manual M-Pesa is the temporary payment arrangement, using only payment instructions confirmed through official ZETRA contacts. AzamPay is intended for future integration and is not enabled for real customer payments at this review date. A future transition requires separate authorization and updated instructions. Existing payments, pending claims and customer rights survive any change of provider. Never pay an unverified personal number or repeat a payment while its status is uncertain.

Fees, taxes and total payable

Before payment, the order must distinguish subscription price, discount, any legally and contractually permitted processing fee, applicable tax and total. ZETRA intends customer-borne AzamPay fees only where verified law and written provider terms permit; no rate or right to surcharge is approved here. Card/POS, online Card and Mobile Money require separate assessment. No prohibited Card/POS surcharge may be imposed; permission for online Card or Mobile Money is not inferred. Fee refundability depends on law, contract and the reason for refund, not a blanket non-refundable rule. Tax documents and adjustments will follow applicable requirements; VAT registration or a fixed tax rate is not asserted.

Duplicate or incorrect payments

Report verified duplicate collections, excess charges, wrong subscription charges or a confirmed payment with no activation. We will reconcile the order, provider reference and service status, then correct the charge, provide the agreed service with your consent, or refund amounts due. A screenshot alone does not establish settlement. We will not force service credit instead of a cash refund that the law requires.

Failed, pending, reversed or unknown payments

A failed attempt may still show a temporary deduction or authorization hold. Pending is not confirmed, and a reversal is not a new refund. Contact us and your payment provider for reconciliation before paying again. If funds were collected but the service cannot be delivered, we will assess the refund due. Provider processing times vary; we will explain the status rather than promise an unverified settlement date.

Material service failure

Tell us the affected service, dates, symptoms and impact. We will investigate and offer a reasonable remedy, taking account of the agreed service and mandatory law. If a material ZETRA failure cannot reasonably be remedied, a refund or appropriate partial refund may be due. No uninterrupted-service guarantee is made, and an exclusion for maintenance or third parties cannot override mandatory remedies or excuse our own legal responsibilities.

Unauthorized transactions and fraud

Notify both ZETRA and your payment provider promptly if you suspect unauthorized use. We may verify payment ownership and coordinate a fair fraud investigation through secure channels. Do not send a PIN, password, OTP, full card number or CVV. A report does not automatically prove fraud or waive a lawful refund, bank dispute or complaint right. We will not require withdrawal of a lawful complaint as a condition of assistance.

Cancellation and future renewals

Request cancellation through the official contact below, identifying the subscription and desired cancellation date. We will confirm its effect on access and any future renewal in writing. Stopping future renewals is distinct from refunding a period already supplied. Do not assume that uninstalling an app, stopping use or cancelling through an unsupported channel cancels billing. Accrued lawful obligations remain subject to statutory rights and any agreed refund.

Statutory cancellation rights

Where the Electronic Transactions Act applies, qualifying consumers may cancel within seven days after receipt of goods or conclusion of the agreement if no material benefit has been received; a longer agreed period remains available. A qualifying cancellation refund is due within 30 days of cancellation. Statutory exceptions can include services begun with consumer consent before the seven-day period ends and software downloaded or unsealed; these are not a blanket exclusion for all subscriptions. Supplier disclosure/review failures can also create a 14-day cancellation right. Late execution may permit cancellation on seven days’ notice. Contact us promptly; we assess the facts and applicable law without narrowing any other remedy.

Conditional eligibility and exclusions

Refunds may be due for a verified duplicate or incorrect charge, confirmed payment without deliverable service, an unremedied material ZETRA failure, a statutory entitlement, or another fairly substantiated claim. Change of mind or voluntary non-use after delivery does not automatically qualify, but cannot displace mandatory cancellation rights. Consumption, early-performance consent and actual delivery must be assessed individually. No absolute “no refunds” rule applies. Partial refunds will be calculated fairly where required by law or approved with an explanation.

Discounts and promotions

A lawful promotion may define its duration and inclusions before purchase, but a discounted or promotional plan does not lose mandatory rights. Any approved refund should reflect the amount actually paid and the relevant lawful allocation, without a hidden penalty or invented standard-price deduction. Disclose any lawful effect of cancellation on a bundled promotion before payment; do not apply a new restriction retrospectively.

How to request a refund

Use the official email or phone below. Provide your name and reply contact, product/subscription reference, payment date and amount, transaction reference, reason and the remedy requested. Share a redacted receipt or relevant evidence only when needed; protect unrelated personal data. We may request proportionate additional information through an agreed secure channel. Lack of a particular document does not automatically remove a statutory claim if other reliable evidence exists.

Handling and processing targets

Operational targets, subject to applicable mandatory legal requirements: acknowledge within 3 business days; aim to finish initial investigation within 7 business days after sufficient information is received; aim to initiate an approved refund within 7 business days after approval. Business days exclude weekends and Tanzanian public holidays. These are service targets, not statutory deadlines or guaranteed bank-credit dates. We will explain delays and next steps. Any shorter or different mandatory deadline prevails; investigation or approval must not be used to restart a statutory clock.

Refund destination and confirmation

Normally a refund returns to the original payment method and payer after verification. If that is unavailable, a secure, lawful alternative requires verified ownership and appropriate agreement; we will not divert funds to an unverified third party. We will explain the approved amount, fee/tax treatment, initiation date and refund reference. Issuer or Mobile Money posting times are outside an unverified ZETRA guarantee. An internal approval is not proof that funds have arrived.

Disputes, reversals and complaints

You may seek reconciliation from ZETRA and use lawful provider, issuer, chargeback, regulator or court procedures. Card-network and provider deadlines depend on the actual channel and terms; we do not invent them or require you to miss them. Tell us about an existing reversal/refund so the same loss is not paid twice, without restricting lawful claims. We will explain a decision and review disputed evidence. Financial-provider complaints follow the applicable provider and Bank of Tanzania process; this does not claim that ZETRA is a licensed financial institution or that BoT determines every service dispute.

Privacy and records

We use necessary claim, order and payment-reference information for reconciliation, decisions, fraud prevention and lawful recordkeeping. Access should be limited to authorized personnel and necessary providers; applicable data-protection, security and transfer requirements remain binding. Keep decision and refund audit records for the necessary lawful period, not indefinitely without justification. Do not submit payment credentials. See the Privacy Policy for the current notice and unresolved compliance matters; this policy does not assert PDPC registration or approval.

Updates, contact and governing law

Applicable Tanzanian law and mandatory remedies govern. This policy takes effect on 26 October 2026, its Production publication date. Later changes will not retrospectively remove rights attached to an earlier purchase. Contact ZETRA using the verified details below to request cancellation, a refund, reasons for a decision or complaint review. This policy does not activate AzamPay, change manual M-Pesa instructions, or amend prices by itself.

Official refund and cancellation contact