Refund & Cancellation Policy | Zilla Technologies

1. Policy Scope & Application

This Refund and Cancellation Policy outlines the financial terms and conditions governing payments made to Zilla Technologies Limited for Software-as-a-Service ("SaaS") storefront hosting, as well as clarifying the direct payment relationship between merchants and their retail customers.

2. 30-Day Free Trial Cancellations

🎉 100% Risk-Free 30-Day Trial

You may explore and test all Zilla storefront features for 30 full days without entering credit card details or paying any upfront fees.

If you decide Zilla is not the right fit for your business during the 30-day period, simply let the trial expire or close your account from dashboard settings. You will never be auto-charged or billed without your explicit consent.

3. SaaS Software Subscription Refunds (₦1,000/mo)

Following the conclusion of your 30-day free trial, merchants may choose to activate an ongoing SaaS subscription plan:

Monthly Subscriptions (₦1,000/month): Monthly subscriptions provide 30 days of active storefront hosting. Monthly billing charges are generally non-refundable once the billing cycle commences.
Annual Subscriptions (₦10,000/year): If you purchase an annual subscription and experience technical dissatisfaction within the first 14 days of the annual plan, you may request a prorated refund (minus 1 month at standard rate) by contacting billing support.
Subscription Cancellation: You can cancel your subscription at any time. When cancelled, your store remains active until the end of the current prepaid billing period.

4. Product Slot Top-Up Refunds (₦100/slot)

Merchants may expand catalog capacity at ₦100 for 1 slot that lasts for 1 month. Because catalog slots are instantly provisioned on our high-speed database cluster and CDN, slot top-up fees are non-refundable once allocated.

5. Customer Merchandise & Order Refunds

Important Clarification for Buyers & Merchants:

Zilla is an un-gated order capture engine and does not process, hold, or escrow customer merchandise payments. All customer transfers go 100% directly to the individual merchant's Nigerian bank account.

Consequently, Zilla cannot issue refunds for physical products, incorrect sizes, delivery delays, or merchandise returns. All refund or exchange claims must be negotiated directly with the merchant via their official WhatsApp contact number.

6. Paystack / Monnify Billing Inquiries

Zilla uses certified payment partners (Paystack and Monnify) to process merchant software subscriptions. In the rare event of a duplicate subscription charge caused by an internet connection timeout or bank network glitch:

Send your transaction reference or bank transfer receipt to billing@zilla.ng.
Our finance team will verify the duplicate transaction in our Paystack/Monnify gateway within 24 hours and initiate an automatic bank refund.

7. Affiliate Commission & Payout Policy

Affiliates and influencers earn ₦100 recurring commission per active monthly renewal:

Payout requests are unlocked once your wallet balance reaches the ₦1,000 minimum threshold.
Withdrawals are disbursed via direct Nigerian bank transfer to your verified NUBAN account within 1-2 business days.
Commissions generated from fraudulent or self-referral accounts will be voided.

8. Contact Billing & Dispute Support

If you have questions regarding a subscription invoice, payment receipt, or cancellation request, our support team is ready to assist:

Billing Desk: billing@zilla.ng

Merchant Support WhatsApp: +234 800 000 0000

Operating Hours: Monday – Saturday, 8:00 AM – 8:00 PM (WAT)