This Refund & Cancellation Policy explains how refunds and cancellations work for payments you make to a Provider through Zuki Pay. It supplements our Terms of Service and does not limit your statutory rights as a consumer.
1. What this policy covers
This policy covers payments you make to a Provider (for example a tutor or coach) for their services through Zuki Pay. Your Zuki subscription plan — what a business pays Zuki to use the app — is billed separately and is governed by the Terms of Service and the app store you subscribed through. It is not covered here.
2. Who sets the refund policy
Zuki connects you with independent Providers and processes payments on their behalf. Each Provider sets the cancellation and refund policy for the service they provide, except where applicable law gives you additional rights. You should review the Provider's own policy before you book or pay.
3. Your consumer rights
Nothing in this policy removes or limits the mandatory rights you have as a consumer under EU and Cyprus law. In particular:
- For services booked online you may have a 14-day right of withdrawal. Where you ask a Provider to begin a service during that period, you may be asked to confirm that request and to acknowledge that the right ends once the service is fully performed.
- If you withdraw after a service has partly been provided, you may be required to pay an amount in proportion to what has already been provided, rather than forfeit the whole amount.
- Some services — such as those booked for a specific date or period — may be exempt from the withdrawal right. The Provider's policy and applicable law govern these cases.
4. The Zuki platform fee
Every payment through Zuki Pay includes a Zuki platform fee of 3.5% of the payment amount, shown to you as part of your total before you pay. If a payment is refunded or cancelled, the amount paid for the service is handled under the Provider's policy and applicable law. The Zuki platform fee is retained and is not refunded unless applicable law requires otherwise. This does not limit your statutory consumer rights described in Section 3.
5. How refunds are processed
When a refund is due, it is decided and funded by the Provider, except where applicable law gives you additional rights, and Zuki processes it back to your original payment method through our payment processor (Stripe). Refunds may affect the Provider's balance or transferred amount; the Zuki platform fee is not returned.
6. Cancellations and no-shows
Cancellation windows, late-cancellation charges, and no-show treatment are set by each Provider and shown to you before you book. Please review them, and contact your Provider as early as possible if you need to cancel or reschedule.
7. How to request a refund
To request a refund or cancellation, contact your Provider first, since they set and issue refunds for their services. If you and the Provider cannot resolve it, contact Zuki support at [email protected] and we may help mediate; the final refund decision rests with the Provider except where the law requires otherwise.
8. Refund timelines
Once a refund is issued, it is returned to your original payment method. Card refunds commonly appear within 5–10 business days, depending on your bank or card issuer.
9. Chargebacks and disputes
If you do not recognise a payment or believe it is incorrect, please contact your Provider or Zuki support before starting a chargeback with your bank. A chargeback is a card-network process; Zuki handles payment disputes as the processor and may recover disputed amounts from the Provider.
10. Contact and escalation
You can reach Zuki support at [email protected]. If you are an EU or Cyprus consumer and a dispute cannot be resolved, you may also contact the Cyprus Consumer Protection Service, or use the European Commission's Online Dispute Resolution platform.