Refund Policy – ZangCash
We value your trust and are committed to fair business practices. This policy explains when you can request a refund, how it works, and what to expect across all ZangCash services.
1. When Are Refunds Allowed?
Because most ZangCash services are fulfilled digitally and instantly, refunds are only issued in specific cases, such as:
General Refund Scenarios:
- Duplicate Payment: You accidentally sent payment more than once for the same service
- Failed Delivery: You paid for a task, shoutout, or campaign that was never delivered as promised
- Cancelled Orders: Your campaign was cancelled before it started, either by you or by our team
- Technical Errors: System glitches that resulted in incorrect charges or failed transactions
- Fraudulent Activity: Unauthorized transactions on your account (subject to investigation)
Service-Specific Refund Scenarios:
For Businesses/Advertisers:
- Campaign Non-Delivery: Paid campaigns that failed to launch due to technical issues on our end
- Significant Under-Delivery: When delivered results fall below 50% of promised engagement (evaluated case-by-case)
- Policy Violations: Campaigns cancelled due to our policy changes or errors in campaign approval
For Content Creators:
- Platform Errors: Technical issues preventing shoutout delivery or content promotion
- Unauthorized Transactions: Tips or payments made without creator consent
- Service Disruption: Platform downtime affecting scheduled promotional activities
For Task Workers/Users:
- Payment Processing Errors: Incorrectly processed task payments or double charges
- Account Suspension Errors: Wrongful account suspension resulting in lost earnings (subject to review)
2. What Payments Are Non-Refundable?
We do not issue refunds for:
General Non-Refundable Items:
- Wallet top-ups or balance deposits (these remain as account credit)
- Completed services delivered as described and verified
- Tasks completed but rejected due to quality issues or guideline violations
- Referral bonuses or commissions earned through fraudulent activity
- Requests made after 30 days of payment (extended from 7 days)
- Services consumed or partially used before refund request
Service-Specific Non-Refundable Items:
For Businesses/Advertisers:
- Campaigns that delivered results within acceptable range (80%+ of promised engagement)
- Marketing services where engagement was genuine but didn't meet business expectations
- Campaign modifications requested after launch
- Results affected by external platform algorithm changes
For Content Creators:
- Completed shoutouts or promotional content that was delivered as requested
- Tips and donations received from genuine supporters
- Revenue sharing from successfully completed collaborations
For Task Workers:
- Earnings from legitimately completed tasks
- Referral commissions from genuine user referrals
- Account credits earned through platform activities
3. Refund Methods & Important Notice
Advertising Credit Refunds
Important: When refunds are approved for advertising purchases, payments, or campaign-related transactions, we do not refund cash back to M-Pesa. Instead, approved refunds are credited to your ZangCash advertising credit account, which can be used to:
- Launch new advertising campaigns
- Purchase promotional services
- Buy content creator shoutouts
- Access premium business features
This policy ensures advertising funds remain within the advertising ecosystem and prevents potential abuse.
Processing Times
- Account Credit Refunds: Instant to 24 hours
- M-Pesa Cash Refunds: 3-5 working days
- Investigation Required: Up to 14 days for complex cases
4. How to Request a Refund
If you believe you're eligible for a refund, contact our support team within 30 days of your transaction.
Required Information:
- Your full name and ZangCash username
- The M-Pesa reference number or transaction ID
- Date and amount of the transaction
- A clear explanation of the issue with supporting evidence
- Screenshots or documentation if applicable
- Preferred refund method (if eligible for choice)
Contact Methods:
Email: info@zangcash.co.ke
WhatsApp: 0737 100 101
Support Hours: Monday - Friday, 8:00 AM - 6:00 PM EAT
We typically respond within 24–48 hours for standard requests and up to 5 business days for complex investigations.
5. Refund Process & Timeline
Step 1: Request Submission (Day 0)
Submit your refund request with all required documentation
Step 2: Initial Review (Days 1-2)
Our team reviews your request and may ask for additional information
Step 3: Investigation (Days 2-7)
For complex cases, we investigate with relevant parties and verify claims
Step 4: Decision & Processing (Days 7-14)
Final decision communicated and approved refunds processed
Step 5: Completion
- Account credits: Instant
- M-Pesa refunds: 3-5 additional working days
6. Dispute Resolution
Internal Review Process:
If you disagree with a refund decision, you can request a review by:
- Submitting additional evidence within 14 days
- Requesting escalation to senior management
- Providing third-party documentation if relevant
Alternative Resolution:
For unresolved disputes, we encourage:
- Mediation through recognized Kenyan consumer protection agencies
- Following dispute resolution procedures outlined in our Terms of Service
7. Special Circumstances
Account Suspension & Termination:
- Temporary Suspension: Earnings and credits typically restored upon successful appeal
- Permanent Termination: Refunds evaluated based on violation severity and remaining balances
- Fraudulent Activity: No refunds issued for accounts terminated due to fraud
Force Majeure Events:
During extraordinary circumstances (natural disasters, government actions, major technical failures):
- Extended refund processing times may apply
- Alternative compensation methods may be offered
- Full refunds prioritized over partial credits
8. User Rights & Protections
Your Rights:
- Request detailed explanation of refund decisions
- Appeal refund denials with additional evidence
- Escalate complaints to Kenyan consumer protection authorities
- Receive written confirmation of all refund decisions
Our Commitments:
- Fair and transparent evaluation of all requests
- Timely communication throughout the process
- Protection of your personal and financial information
- Compliance with Kenyan consumer protection laws
9. Prevention & Best Practices
To Avoid Refund Issues:
- Read Service Descriptions Carefully: Understand what you're purchasing
- Verify Payment Details: Double-check amounts and recipients
- Keep Transaction Records: Save M-Pesa confirmations and screenshots
- Contact Support Early: Reach out immediately if issues arise
- Follow Platform Guidelines: Ensure compliance with all terms and conditions
10. Policy Updates & Changes
ZangCash may update this Refund Policy to reflect:
- Changes in service offerings
- New payment methods or technologies
- Regulatory requirements
- Improved customer protection measures
Notification of Changes:
- Email notifications to registered users
- Platform announcements for major changes
- Updated policy posted on website with revision date
- 30-day notice period for significant policy changes
Grandfathering: Existing transactions will be governed by the policy in effect at the time of purchase.
11. Contact Information
For refund requests, questions, or appeals:
Primary Support:
Email: info@zangcash.co.ke
WhatsApp: 0737 100 101
Business Address:
Nairobi Garage – Westlands, Nairobi
Support Hours:
Monday - Friday: 8:00 AM - 6:00 PM EAT
Emergency Issues: Available via WhatsApp
Last Updated: August 15, 2025
Policy Version: 2.0
By using ZangCash services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy works in conjunction with our Terms of Service and Privacy Policy to govern your use of our platform.