1. Overview
Because Zelo is a coupon-based settlement platform, refunds work a little differently from a traditional bank or merchant. The table below summarises what is refundable and what is not. Detailed rules follow.
| Scenario | Refundable? | Notes |
|---|---|---|
| Coupon purchase rejected by admin | Yes | Funds returned to the original payment instrument. |
| Coupon code minted and delivered | No | Once issued, the code has value and is non-refundable. |
| Coupon redeemed into wallet | No | Redemption is final once the value is credited. |
| Internal transfer (executed) | No | Transfers between Zelo accounts are final. |
| Settlement in 'pending' status | Yes | You can cancel; the held amount returns to your wallet. |
| Settlement in 'processing' or 'completed' | No | Cannot be reversed by the user. |
| Settlement rejected by admin | Yes | Original amount including held fee returns to wallet. |
2. Coupon purchases
When you submit a coupon purchase request, your payment is reviewed by Zelo administrators. If the request is rejected (for example, payment cannot be verified or KYC requirements are not met), no charge is finalised. If your payment was already received but the request is rejected, the funds are returned to the original payment instrument used to make the payment.
Once a coupon code has been minted and delivered to your account, the value has effectively been issued to you and the purchase is not refundable. You may instead redeem the code into your wallet or hold it for later use.
3. Coupon redemption
Once a coupon code is successfully redeemed and the value is credited to your wallet, the redemption is final. Always double-check the code before submitting. We are not able to "un-redeem" a code or restore a code that was redeemed by another account because it was shared.
4. Internal transfers
Transfers between Zelo accounts are final once executed. Always verify the recipient's 11-digit account number and the displayed account name before confirming. We may, at our sole discretion, assist with reversal in cases of clear fraud, but we have no obligation to do so and recovery is not guaranteed even when we attempt it.
5. Settlements
Settlement requests are processed manually by our admin team and typically complete within 48 to 72 hours of submission. Processing may take longer on weekends, public holidays and during high-volume periods. You can cancel a request only while it is in pending status. Once an administrator has marked the request as processing or completed, it cannot be reversed by you.
If a settlement is rejected by an administrator (for example, the destination details are invalid or the request fails our compliance checks), the original amount including any held fee is returned to your wallet automatically. You will see a clearly labelled refund line item in your transaction history.
6. Fees
Settlement fees are charged at the time of request and shown to you for confirmation before you commit. Fees are non-refundable on completed settlements. Fees are returned in full when a settlement is rejected or you cancel a pending request.
7. Raising a dispute
To raise a dispute, email care@zelopay.online within 30 days of the event. Please include:
- Your 11-digit account number;
- The transaction reference (visible in your history);
- A clear description of what happened and the outcome you are seeking;
- Any supporting evidence (screenshots, receipts, communication).
8. Resolution timeline
We acknowledge every dispute within 1 business day and aim to provide a substantive response within 5 business days. Complex cases involving third parties (payment processors, recipient verification) may take longer; we will keep you informed.
9. Chargebacks
If you initiate a chargeback through your card issuer or bank without first contacting us, we may suspend your account during investigation and may permanently close it if the chargeback is found to be unjustified. Speaking to us first is faster and almost always works out better for everyone.
10. Contact
For refund and dispute questions, write to care@zelopay.online. For compliance-related concerns, use care@zelopay.online.