Velzo Refund & Dispute Resolution Policy

At Velzo, our commitment to excellence includes ensuring fairness, transparency, and accountability in every transaction.

This Refund & Dispute Resolution Policy explains how refund requests, service complaints, and user disputes are handled to maintain a trusted and respectful ecosystem for both clients and professionals.

1. Purpose

This policy exists to:

Protect both clients and professionals during service transactions.

Ensure all refund and dispute processes are handled fairly, efficiently, and respectfully.

Preserve the integrity and luxury standard of the Velzo experience.

2. Eligibility for Refunds

Refunds may be approved when:

The professional cancels the booking before the appointment time.

The service was not delivered due to verified no-show by the professional.

The client cancels within the allowed timeframe as stated in the Booking & Cancellation Policy.

The service delivered was significantly below expectation or incomplete, after verification by Velzo’s team.

Refunds will not be granted when:

The client cancels late (less than 3 hours before service).

The client fails to show up or is unavailable at the service location.

The complaint is based on personal preference rather than actual service failure.

Payments or agreements were made outside the Velzo platform.

3. Refund Request Process

If you believe you’re entitled to a refund:

1. Submit a refund request via the Velzo app or email (support@velzo.com) within 24 hours of the completed or canceled booking.

2. Provide supporting details — such as booking ID, photos (if relevant), or a brief description of the issue.

3. Velzo’s Trust & Safety Team will review your claim and contact both parties for clarification.

4. A decision will be made within 3–7 business days, depending on investigation complexity.

 

Approved refunds will be issued to the original payment method used for booking.

4. Dispute Resolution

If a disagreement arises between a client and a professional:

1. Both parties should attempt to resolve the issue politely through in-app communication first.

2. If unresolved, either party can file a formal dispute via Velzo Support.

3. Velzo’s Dispute Resolution Team will:

Collect statements and evidence from both sides.

Review booking records, chat history, and any uploaded files.

Make an impartial decision based on facts and fairness.

 

Velzo’s decision is final and binding under platform policy.

5. Investigation & Evidence

To support fair investigation:

Both parties are encouraged to submit photo or video evidence (before and after service).

All evidence must be authentic, clear, and submitted within 24 hours.

False or misleading claims may result in account suspension or ban.

Velzo reserves the right to deny claims lacking sufficient evidence.

6. Resolution Outcomes

Depending on the case, outcomes may include:

Full refund to the client.

Partial refund or credit toward future bookings.

Service redo (with a new professional).

No refund, if the service was verified as completed satisfactorily.

Warning or disciplinary action against any party found in violation.

Our priority is to ensure fairness, not fault — every case is reviewed independently.

7. Timeframe for Refunds

Refunds are processed within 3–7 business days after approval.

Bank processing times may vary depending on your payment provider.

You will receive an email confirmation once your refund is completed.

8. Repeated Disputes or Abuse

To protect professionals and maintain trust:

Users who repeatedly file false or malicious complaints may face account suspension.

Professionals with consistent verified complaints may also be reviewed or removed from the platform.

Velzo monitors all dispute patterns to maintain integrity and professionalism across the network.

9. Final Decision Authority

Velzo reserves the right to:

Decline refund requests that do not meet eligibility standards.

Resolve disputes in line with documented evidence and platform rules.

Modify or update this policy at any time to improve fairness and efficiency.

All refund or dispute decisions are final and non-negotiable once concluded.

10. Contact Velzo Support

📩 Email: support@velzo.ng
📞 Phone: +2349138220292
🕐 Hours: Monday – Saturday, 9 AM – 7 PM

Our Trust & Safety Team is available to handle all refund and dispute concerns with discretion, speed, and fairness.

✅ Velzo — Prestige Redefined
Where fairness meets luxury.