A clear process for eligible refunds and cancellations.

When a refund may be considered

• A confirmed duplicate payment.
• A payment successfully debited but not applied after reconciliation.
• A cancelled order before fulfilment or binding third-party costs are incurred.
• A verified product or service issue where replacement, correction or another remedy is not appropriate.
• A payment made to the wrong Vozua reference where recovery is possible and ownership is verified.
• Any other situation required by applicable consumer law.

When a refund may be limited or unavailable

• The product has been delivered, handed over, used, customised or materially altered.
• A supplier, logistics provider, lender, government office or other third party has already incurred a non-recoverable cost.
• The request conflicts with a signed plan or product agreement.
• The transaction is fraudulent, disputed by an unauthorised person or lacks sufficient verification.
• The request concerns a non-refundable fee clearly disclosed before payment.

How to request a review

• Contact support@vozua.com or the official support channel.
• Provide the account phone, payment reference, amount, date, product or plan reference and reason.
• Attach evidence such as a receipt, provider confirmation or product photos where relevant.
• Complete identity or ownership verification when requested.

Review and payment timeline

Vozua acknowledges complete requests as soon as reasonably possible. Review time depends on provider reconciliation, seller response, inspection, fraud checks and the payment rail used.

Approved refunds are normally returned through the original payment method or another verified method. Banks and mobile-money providers may require additional processing time after Vozua initiates the refund.

Chargebacks and provider disputes

Users should contact Vozua before initiating a chargeback so the matter can be reconciled. Fraudulent or duplicate recovery attempts may lead to account restriction and recovery action.

Product remedies

Depending on the circumstances, Vozua or the seller may offer correction, replacement, repair, credit, rescheduling, cancellation or refund. The appropriate remedy is determined by the product condition, agreement and applicable law.

Contact

Use the subject “Refund Review” when emailing support@vozua.com and include the payment reference.