Refund Policy

1. What happens automatically

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

• Unused time: when a session starts, time is set aside from your balance. If you use 25 seconds and press Stop, only those 25 are charged; the rest goes 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.

Credit expiry

Credits expire 6 months after you get them (see section 4 of our Terms of Use). This applies to credits you buy and to credits we give back to your wallet, such as session refunds and adjustments: those expire 6 months after the day they're added. Your oldest credits are always used first, we email you about 14 days before any credits expire, and your Wallet page shows the dates. Expired credits can't be refunded or restored, except where the law requires it or we made a mistake.

3. Unused credits

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.

Money refunds are made in Nigerian naira, the currency you paid in. If your card is in another currency, your bank converts the refund at its own rate, so the amount you see may differ slightly from what you paid.

6. Closed or suspended accounts

If you close your account, we record any unused credits before closing it. If an account is suspended for breaking our Acceptable Use Policy, unused credits may not be refunded, unless the law requires it.

7. Your legal rights

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