Política de Reembolso e Garantia de Satisfação
Effective date: [DD Month YYYY]
1 – 100% Satisfaction Guarantee
We want every booking to leave you delighted. If you are not satisfied, we will arrange a free re-clean / re-service or issue a full or partial refund as described below.
2 – Eligibility
| Scenario | Solution | Conditions |
|---|---|---|
| Provider no-show | Full refund or reschedule at same price | Report within 4 h of scheduled start |
| Service below expectations | Free re-clean / re-service; if still unhappy, full refund | Report within 24 h of completion with photos or details |
| Late customer cancellation (inside 12 h) | 70% refund | §5 of Terms |
| Late reschedule (inside 12 h) | 100% transfer of payment to new slot + 30% fee | §5 of Terms |
| Placement finder's-fee disputes | 1 free replacement within 60 days or 50% refund | Worker must resign / be dismissed for cause |
3 – How to Request
- • E-mail support@zela.co.ao or call +244 923 000 123.
- • Provide booking ID, date, photos (if applicable) and a short description.
- • Support will confirm receipt within 2 hours (service window 08:00-20:00) and propose a re-service or refund within 24 hours.
4 – Refund Method & Timing
- • Refunds are issued to the original payment method (Paystack or PayPal).
- • Processing time: 3-5 business days after approval; bank posting time may add 5 more.
- • Wallet-credit refunds available on request (instant use, non-expiring).
5 – Partial Refunds
If only part of a multi-task booking is unsatisfactory, we may refund the proportional amount or waive the add-on fee.
6 – Exceptions
- • We do not refund for dissatisfaction caused by unsafe conditions, incomplete instructions, or denied entry.
- • Damage claims follow the separate Service-Damage Policy (available on request).
- • Promo-code value is not cash-refundable but will be re-issued for future use.
7 – Updates
We may revise this policy; changes apply to bookings made after the new date. We will announce material updates via e-mail and banner notice.