Zippy Zambia – Refund, Returns & Cancellation Policy
Last Updated: 01 December 2025
1. Introduction
This Refund, Returns & Cancellation Policy applies to all bookings made through ZippyZambia.com (“we”, “our”, “us”).
Zippy Zambia is an online marketplace that connects customers with independent vendors, such as accommodation providers, activity operators, and experience hosts.
Zippy Zambia does not own, operate, or control the services listed on the platform.
All bookings, cancellations, and service delivery are the sole responsibility of the vendor.
By making a booking on our platform, you acknowledge and agree to the terms outlined below.
2. Vendor Cancellation Policies Apply
Each vendor sets their own cancellation and refund policy, which is displayed on their listing page before booking.
Customers must review and agree to the vendor’s policy at the time of booking.
Zippy Zambia does not set or control vendor cancellation rules.
We simply apply the rules chosen by the vendor.
3. Customer-Initiated Cancellations
If a customer chooses to cancel a booking:
- The customer must submit a cancellation request via ZippyZambia.com.
- The vendor’s cancellation policy determines whether any refund applies.
- Zippy Zambia cannot overrule a vendor’s cancellation policy.
If a booking is non-refundable:
- No refund will be issued, regardless of the reason for cancellation (including illness, travel delays, weather, or change of plans).
If partially refundable (e.g., 50% refund):
- Refund amount is calculated exactly as stated in the vendor’s policy.
- Service fees or transaction charges may be non-refundable.
If fully refundable:
- Refund is processed according to the vendor’s stated timeframes and conditions.
4. Vendor-Initiated Cancellations
If a vendor cancels or is unable to fulfill a booking:
- The customer will receive a full refund of the booking amount paid through ZippyZambia.com.
- Zippy Zambia is not responsible for any additional losses, such as:
- Travel expenses
- Accommodation changes
- Activity rescheduling
- Transportation costs
- Any indirect or consequential damages
Where possible, Zippy Zambia may assist in finding an alternative service, but we are not obligated to do so.
5. No-Show Policy
If a customer fails to show up for their booking (“no-show”):
- The vendor’s no-show policy applies.
- Most no-show bookings are non-refundable.
- Zippy Zambia is not liable for no-shows under any circumstances.
6. Refund Processing
Refunds are only processed by Zippy Zambia through the secure payment system used for the original transaction.
Important:
- Vendors cannot issue refunds privately or directly to customers.
- All refunds must be processed through ZippyZambia.com.
Refund timelines:
- Mobile money refunds: 1–3 business days
- Bank refunds: 3–7 business days
- Card refunds: 5–10 business days (subject to bank policies)
Service fees, transaction charges, or currency/exchange fees may be non-refundable depending on the payment processor.
7. Non-Refundable Situations
Zippy Zambia is not required to issue refunds in the following situations:
- The booking is labeled “non-refundable”
- Customer changes travel plans
- Customer books the wrong dates
- Customer misunderstands the listing
- Weather-related cancellations (unless vendor allows refund)
- Illness, emergencies, or unforeseen personal events
- Vendor denies refund based on their policy
- Customer dissatisfaction based on personal preference
- Customer arrives late or does not show up
Zippy Zambia is not liable for:
- Inaccurate vendor information
- Service issues
- Vendor quality
- Delays or changes caused by the vendor
These matters must be resolved between the vendor and customer, not Zippy Zambia.
8. Incorrect or Incomplete Bookings
It is the customer’s responsibility to ensure that all booking details are correct before finalizing payment.
Zippy Zambia is not liable for:
- Wrong date selection
- Incorrect number of guests
- Mistaken location
- Misunderstood inclusions
Refunds follow the vendor’s policy only.
9. Refund Amount Calculation
Refund amounts are calculated based on:
- Vendor cancellation policy
- Total booking amount
- Applicable deductions (tax, fees, partial refund terms)
Zippy Zambia’s commission and service fees may not be refundable unless required by the vendor policy.
10. Platform Fees & Charges
In certain cases:
- Payment gateway fees
- Transaction charges
- Currency conversion fees
may be non-refundable.
These policies are controlled by third-party payment processors, not Zippy Zambia.
11. Dispute Resolution
Zippy Zambia may assist in communication between customers and vendors, but:
- We are not the service provider
- We do not mediate disputes
- We do not guarantee refunds outside vendor policy
Disputes must be resolved directly between the customer and the vendor.
12. Limitation of Liability
To the maximum extent permitted by Zambian law, Zippy Zambia:
- Is not liable for vendor actions, omissions, quality, or availability
- Is not liable for personal injury, loss, damage, accidents, delays, or cancellations
- Is not responsible for travel expenses, accommodation changes, or any indirect or consequential losses
- Is not responsible for incorrect vendor data, misleading listings, or availability errors
Zippy Zambia functions only as an online marketplace.
13. Changes to This Policy
We may update this policy at any time.
Changes will be posted on this page with the updated effective date.
Continued use of ZippyZambia.com indicates acceptance of the updated terms.
14. Contact Information
For cancellation or refund inquiries:
📧 support@zippyzambia.com
🌐 www.zippyzambia.com
📍 Lusaka, Zambia