Refund & cancellation policy

What this policy covers

Zigo Spaces charges for digital platform access. Rent, deposits, reservation payments, service charges and other tenancy payments are agreed and paid directly between users and landlords and are not payments to Zigo Spaces. Those payments are outside this refund policy.

Cancellation

Zigo Spaces access purchases are one-time purchases and do not renew automatically. A 30-day access pass therefore expires automatically at the end of its access period and does not need to be cancelled to prevent a future renewal charge.

If a payment has not completed, you may stop the purchase process. If a payment appears to have been charged more than once, remains unresolved, or completes after you believed it had failed, contact Zigo Spaces so the transaction can be reviewed.

When a refund may be provided

Zigo Spaces may provide a refund, replacement access or account credit where appropriate, including when:

• you were charged more than once for the same purchase;
• a payment completed but the purchased Zigo Spaces access was not activated;
• a paid single-contact unlock fails to provide the purchased contact because of a Zigo Spaces technical or data error; or
• a refund is required by applicable law or another exceptional payment error is confirmed.

After digital access has been delivered

A purchase is generally non-refundable once the digital service purchased has been successfully delivered. For a single-contact purchase, delivery occurs when the selected landlord or flatmate contact is successfully revealed. For an access pass or upgrade, delivery occurs when the paid access entitlement is activated on your account.

A landlord not answering, declining a tenancy, changing the property's availability, or a user deciding not to proceed with a property after a contact has been successfully revealed does not by itself mean the Zigo Spaces digital service failed to be delivered. Zigo Spaces may still review unusual cases individually.

How to request a refund

Contact Zigo Spaces as soon as reasonably possible and provide the phone number used for your account, the payment date, the transaction or payment reference if available, and a short description of the problem. Do not send card numbers, PINs, passwords or one-time verification codes.

We aim to review refund requests within 5 business days. If a refund is approved, Zigo Spaces will submit it through the payment method or payment provider used for the transaction where supported. The time it takes to appear after submission depends on the payment provider, bank or mobile-money network.

Payment disputes and applicable rights

If you believe a payment was unauthorized, contact your payment provider as well as Zigo Spaces promptly. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under applicable law.