This Refund and Cancellation Policy applies to all donations, purchases, digital voucher allocations, and financial contributions made through the Zlto website (https://www.zlto.africa/) and associated digital tools.

Because Zlto operates as a digital platform designed to deploy immediate relief, services, and vouchers to non-profit implementation partners working with people experiencing homelessness, financial contributions are governed by specific guidelines outlined below.


‍1. Donations and Social Impact ContributionsNon-Refundable Nature of Donations:

‍All voluntary financial contributions made to Zlto packages (including Cleanliness Packages, Clean & Fed Packages, Rested & Fresh Packages, or custom monetary amounts) are final and non-refundable.Immediate Allocation: Once a donation is successfully processed, funds are immediately committed to the digital voucher engine and partner network to enable services. Because these funds are allocated for public benefit, they cannot be reversed or returned once processed.

‍Exceptions for Duplicate or Erroneous Transactions: If a donor experiences a technical glitch resulting in an accidental duplicate transaction (e.g., clicking "Donate" multiple times due to system lag or browser delay), a refund request may be submitted.

‍Reporting Window: You must notify Zlto within 7 calendar days of the double-charge.Proof Required: You must provide bank receipts or transactional confirmation showing the duplicate charge.Processing: Valid duplicate transactions will be refunded to the original payment method minus any third-party transaction fees charged by banking or payment gateway providers.

‍2. Digital Service Vouchers and PackagesNon-Exchangeable for Cash:

‍Digital vouchers allocated through Zlto to individuals, service providers, or implementers cannot be redeemed, returned, or exchanged for cash under any circumstances.
‍Voucher Expiry & Re-allocation: Vouchers issued with explicit validity periods or targeted developmental conditions must be redeemed within the specified timeframe. Expired vouchers are non-refundable to the original purchaser/donor and will be reallocated according to Zlto network guidelines to support ongoing beneficiary programs.

‍3. Physical Merchandise or Care Goods (If Applicable)

‍If Zlto runs promotional campaigns, merchandise sales, or physical care package purchases that involve physical shipment:
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‍Cancellations Before Dispatch
‍You may cancel an order for physical merchandise within 24 hours of placing it, provided the order has not yet been processed or dispatched to our courier partners. Upon approved cancellation, a full refund will be processed to your original payment method.
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‍Returns and Replacements for Damaged ItemsDamaged or Defective Goods: If physical merchandise arrives damaged or defective, please notify us within 7 days of delivery at info@zlto.co with photos of the damaged item and packaging.
‍Resolution: Upon verification, Zlto will offer either a free replacement item or a full refund for the damaged product.
‍Exclusions: We do not accept returns or offer refunds for change-of-mind purchases or normal wear and tear on physical goods.

‍4. Refund Request Process

‍To submit a request regarding an erroneous charge or damaged merchandise:Send an email to info@zlto.co with the subject line: "Refund Request - [Transaction/Order Reference Number]".Include your full name, contact information, date of transaction, amount, and an explanation with supporting documentation (e.g., bank statements showing duplicate charges or photos of damaged goods).Our administrative team will review your request within 5 to 7 business days and notify you of the outcome.

‍5. Contact Us

‍If you have questions about this policy or need assistance with a payment issue:
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‍Email: info@zlto.co
‍Phone: +27 63 001 8818
‍Website: https://www.zlto.africa/