Refund Policy

1. What happens automatically

Our system protects you in these cases without you having to ask:

• Unused reserved seconds: if you reserve 60 seconds and use 25, the other 35 go straight back to your balance.
• A session that never works: if the transformed video doesn't appear within 20 seconds of connecting, you aren't charged for it at all.
• Connection problems: if your connection drops, you're only charged for the time you were connected.
• A payment that went through but no credits arrived: we automatically re-check pending payments with Paystack. If it still hasn't appeared after 30 minutes, contact us (see section 4).

2. Problems with a session

If a session went wrong in a way that wasn't your fault (for example the video froze for most of the session), email us at hello@zaraface.com within [7] days with the date and time. We'll check our session records, and if we agree, we'll give the credits back to your wallet.

3. Unused credits

[BUSINESS DECISION: choose one and delete the other.]

• [Option A] You can ask for a refund of credits you bought but haven't used within [14] days of buying them. We refund the price of the unused credits. Paystack's card fee isn't refundable.
• [Option B] Credits aren't refundable once bought, except as described in sections 1, 2 and 4, or where the law requires it.

4. Payment mistakes

If you were charged twice, or charged without receiving credits, email us at hello@zaraface.com with the payment reference (it starts with "zf-" and is shown on your payment page and in your Paystack receipt). We'll check with Paystack and either add the missing credits or refund the money.

5. How refunds are paid

Money refunds go back to the original payment method through Paystack, normally within [5–10] working days, depending on your bank. Credit refunds appear in your wallet straight away.

6. Closed or suspended accounts

If you close your account, we record any unused credits before closing it. [BUSINESS DECISION: state whether unused paid credits are refunded on closure.] If an account is suspended for breaking our Acceptable Use Policy, unused credits may not be refunded, unless the law requires it. [LAWYER TO REVIEW.]

7. Your legal rights

This policy doesn't take away any rights you have under the Federal Competition and Consumer Protection Act 2018 or other Nigerian consumer protection law.