REFUND POLICY

 

At Velzo, customer satisfaction and fairness are important to us. This Refund Policy explains when refunds may be granted and how refund requests are handled.

 

By using Velzo, you agree to this Refund Policy.

 

1. Refund Eligibility

 

Customers may be eligible for a refund if:

 

A confirmed booking is cancelled by the provider.

 

The provider fails to arrive for the appointment without reasonable notice.

 

A duplicate payment is made.

 

A payment is processed successfully but no booking is created due to a technical issue.

 

Velzo determines, after investigation, that a refund is appropriate.

 

 

2. Non-Refundable Situations

 

Refunds may not be provided if:

 

The service has been completed as booked.

 

A customer changes their mind after the service has been delivered.

 

The customer provides incorrect booking details.

 

The customer fails to attend the appointment without cancelling.

 

The booking is cancelled outside the eligible cancellation period.

 

 

3. Refund Request Process

 

To request a refund, customers should contact Velzo Support through the platform or by email.

 

Refund requests should include:

 

Booking reference number.

 

Reason for the refund request.

 

Any supporting information or evidence, if applicable.

 

 

Velzo may request additional information before making a decision.

 

4. Refund Review

 

Every refund request is reviewed individually to ensure a fair outcome for both the customer and the service provider.

 

Velzo may contact both parties before making a final decision.

 

5. Refund Processing Time

 

Approved refunds will be processed using the original payment method whenever possible.

 

Processing times may vary depending on the payment provider but are generally completed within 5–10 business days.

 

6. Wallet Refunds

 

Where applicable, refunds may be credited to the customer's Velzo Wallet instead of the original payment method.

 

Customers will be informed before this option is used.

 

7. Fraud Prevention

 

Velzo reserves the right to refuse refund requests that are found to be fraudulent, abusive, or made in bad faith.

 

Accounts involved in fraudulent refund activities may be suspended or permanently removed from the platform.

 

8. Changes to This Policy

 

Velzo may update this Refund Policy from time to time.

 

Any changes will be published on the platform and become effective immediately unless otherwise stated.

 

9. Contact Us

 

If you have any questions regarding this Refund Policy, please contact us.

 

Velzo

Email: info@velzo.ng

Website: www.velzo.ng

 

Velzo

Prestige. Redefined.