Refund and Returns Policy

Policy Instrument Governing Remuneration and Cessation of Digital Service Agreements

Datum of Efficacy: 25 October 2025

1. Mandate, Scope, and Definitive Applicability

This rigorously formal policy instrument is hereby instituted for the express purpose of establishing the definitive stipulations, protocols, and absolute temporal limitations governing the entitlement of any contracted party (hereinafter, the ‘Client’) to the cessation of services and the subsequent procurement of a monetary refund or an equivalent prorated credit from Polymath Solutions Private Business Corporation, operating under the trade designation Mazano Web Platform (hereinafter, ‘The Corporation’). The governance of this document is extended to encompass all digital service agreements, inclusive of foundational hosting infrastructure, comprehensive technical care plans, and highly bespoke web development projects. Furthermore, the provisions of this policy are deemed an integral and non-severable constituent of the overarching Terms of Service agreement executed by and between The Corporation and the Client. In any eventuality characterized by inherent ambiguity or direct divergence between documentation, the stipulations herein enumerated regarding financial remuneration and service cancellation shall possess operational precedence and absolute primacy over any potentially conflicting clause present in supplementary legal or contractual documentation, thereby ensuring the maintenance of a singular, authoritative framework for all processes concerning financial remediation and definitive service termination.

B. Definitional Stipulations: For the duration and enforcement of this Policy, the term ‘Operational Day’ shall be formally defined as any day exclusive of Saturday, Sunday, or any public holiday officially gazetted within the Republic of Zimbabwe, during which the principal financial and administrative offices of The Corporation remain operational and available for business processing.

2. Temporal Limits for Service Cancellation and Eligibility Criteria

A. Initial Cancellation Window

A temporal duration not exceeding thirty (30) calendar days, calculated precisely from the initial datum of service commencement or the formal execution of the relevant service agreement, shall be designated as the primary, non-extendable cancellation window. Should a temporal period in excess of the aforementioned thirty (30) days elapse following the purchase date, The Corporation shall, as a general rule, be prohibited from furnishing a full monetary refund or its complete pecuniary equivalent. Subsequent to the expiry of this primary window, all instances of service cancellation shall be rigorously processed as standard service termination, necessitating the non-renewal of the immediately subsequent subscription period without any entitlement whatsoever to reimbursement for the residual portion of the currently active service term.

B. Eligibility Precepts for Remuneration (Non-Performance)

Eligibility for any form of monetary remuneration is predicated solely upon the demonstrable and conclusively proven Failure of Service Performance, which shall be objectively evidenced by the sustained inability of The Corporation to satisfy the minimum established Service Level Objectives (SLOs) as defined within the executed Statement of Work (SOW). Refunds are categorically not sanctioned in consequence of an alteration in the Client’s business circumstance, an instance of financial incapacitation, or any unilateral decision by the Client to discontinue the utilisation of the procured service. The successful demonstration of Non-Performance necessitates the submission of irrefutable documentary evidence, such as a complete chronological history of support tickets detailing the repeated, systemic, and unresolved service deficiency, spanning a reasonable temporal duration as shall be exclusively determined by the executive management body of The Corporation.

C. Client Cooperation Mandates Preceding Cancellation

Prior to the conveyance of any formal cancellation request predicated upon performance deficiency, it is an absolute and indispensable obligation incumbent upon the Client to afford The Corporation reasonable and entirely adequate opportunity to rectify the alleged defect. This mandatory pre-cancellation process shall involve the requirement for full Client cooperation in comprehensive diagnostics, the provision of requisite security credentials for troubleshooting, and the rigorous adherence to all stipulated mitigation efforts formally proposed by the expert technical support division of The Corporation. Failure to fully fulfil these preliminary cooperation mandates shall serve as sufficient grounds for the immediate and permanent dismissal of the subsequent claim for remuneration.

3. Non-Reimbursable Capital Outlays and Formal Exemptions

The classes of service-related fees and capital expenditures enumerated hereunder are formally designated as non-reimbursable and are explicitly exempt from the provisions established within this policy instrument. This designation reflects the costs that have been irrevocably expended by The Corporation on behalf of the Client and are thus irretrievable:

Domain Name Registrations: All pecuniary commitments associated with the initial registration or subsequent renewal of domain names (e.g., .co.zw, .com) are designated as irrevocable capital outlays and shall remain entirely non-reimbursable subsequent to their successful registration with the relevant regulatory authority or registrar. This expenditure constitutes a non-recoverable third-party payment disbursed instantaneously upon processing commencement.
Third-Party Software Licensing: All costs incurred for the procurement of third-party software licenses, commercial plugins, or platform extensions utilized for the efficacious execution of the Client’s service requirements. These licenses are typically procured upon a non-transferable basis, thereby rendering the associated capital fundamentally non-recoverable upon the cessation of the primary service agreement.
Bespoke Development Projects: All fees pertaining to custom web development work or complex programming projects shall transition to a non-reimbursable status once the project execution has demonstrably surpassed the threshold of twenty-five percent (25%) completion, as quantitatively documented by internal project management metrics and official client sign-offs on milestone deliverables. The aforementioned twenty-five percent threshold represents the demarcated point at which significant labour expenditure and specialized intellectual resource allocation render the project capital outlay fundamentally non-reimbursable.
Administrative and Transactional Fees: All costs associated with payment gateway processing, currency conversion expenses, and all mandatory governmental taxes or levies are deemed essential operational expenses and are formally ineligible for recovery under the provisions of this policy. Furthermore, all processing of financial instruments shall strictly adhere to the requisite integrity and reporting standards as prescribed by the prevailing financial regulatory framework of the Republic of Zimbabwe.
Monthly Recurring Service (MRR) Fees: Upon the expiration of the thirty-day Initial Cancellation Window, fees pertaining to recurring Technical Care Plans, maintenance subscriptions, or growth marketing retainers shall become definitively non-reimbursable. The Client retains the absolute obligation to remit full payment for the entirety of the active billing cycle during which the formal cancellation notification is proffered.

4. Remuneration and Prorated Credit Allocation Protocol

A. Submission and Assessment of Request

Upon the reception of a formal Service Cancellation Request, a written confirmation acknowledging the solicitation shall be dispatched by The Corporation within a period not exceeding two (2) operational days. An intensive, objective assessment shall subsequently be conducted to definitively determine the validity of the eligibility claim under the stipulations meticulously outlined in Section 2, which shall necessarily entail a review period not exceeding seven (7) operational days.

B. Processing of Credit and Remuneration

Should the request be sanctioned following the comprehensive assessment:

Service Fees: A credit shall be automatically processed and applied to the original pecuniary instrument of payment, or, if explicitly requested and determined to be efficacious, applied as a prorated credit toward other active service accounts maintained by the Client. This remittance process typically requires a specific operational duration of seven (7) to fourteen (14) operational days for completion, a timeline which remains subject to the processing constraints imposed by external financial institutions.
Partial Remuneration: Instances where only partial remuneration is sanctioned include, but are not limited to: the cancellation of a service subscription subsequent to the Initial Cancellation Window, or the termination of a service agreement where substantial non-reimbursable labour or resources have been allocated. The calculation of any such partial remuneration shall be executed solely by The Corporation on a pro-rata temporis basis, necessitating the deduction of the demonstrably utilized services and all formally non-reimbursable fees.

C. Protocol for Delayed or Missing Remuneration: Should a processed remuneration not be demonstrably credited to the Client’s pecuniary instrument following the maximum prescribed period of fourteen (14) operational days, the Client shall be mandated to perform exhaustive diligence by first contacting their issuing bank or financial institution. The Corporation shall not be held liable for temporal processing delays imposed by external financial intermediaries. Further correspondence regarding delayed remuneration shall only be addressed subsequent to the demonstration that the initial banking diligence has been comprehensively executed by the Client.

5. Defective Service Rectification Imperative (In Lieu of Exchange)

The Corporation rigorously abjures the practice of engaging in the exchange of digital services; rather, a process of service remediation shall be strictly undertaken. Where a procured service is demonstrably defective or deficient against the established operational specification, the resultant process shall be governed by the following strict protocol:

Mandatory Rectification: The Corporation shall undertake the necessary remedial actions to effect the rectification of the documented service defect or deficiency at absolutely no additional charge to the Client. The scope of this mandatory rectification is stringently limited to the restoration of the service to the contracted operational specification and performance metrics.
Definition of Reasonable Period: A reasonable temporal period for technical remediation is objectively defined as a duration commensurate with the inherent complexity of the reported issue, but which shall not, under normal circumstances, exceed ten (10) operational days for standard issues, and which shall adhere to a mutually agreed upon, documented timeline for instances of catastrophic infrastructure failures, thereby affording The Corporation adequate opportunity to deploy expert resources.
Escalation: Should the defect remain demonstrably unresolved subsequent to the conclusion of the defined and reasonable period of good-faith technical remediation, the Client may formally escalate the matter for definitive re-assessment under the stipulated Refund Eligibility criteria outlined in Section 2.

6. Account Decommissioning and Client Data Obligation

Upon the formal termination of the service agreement, whether effected through cancellation or through natural expiration, the following mandatory decommissioning protocols shall be initiated without exception:

Data Retention Schedule: Client data, inclusive of all website files and database contents, shall be retained in a designated archival storage matrix for a protective period not exceeding fourteen (14) calendar days subsequent to the effective termination date. This retention period is strategically instituted to facilitate the complete and ordered transfer of digital assets to the Client or a designated third-party provider.
Final Decommissioning: Following the expiration of the defined retention schedule, all data pertaining to the terminated service shall be irrevocably deleted from all active and archival servers controlled by The Corporation, thereby ensuring comprehensive compliance with data minimisation principles and formally absolving The Corporation of any further custodial data obligations.
Intellectual Property Transfer: All intellectual property developed specifically for the Client, for which full monetary payment has been demonstrably rendered, shall be expeditiously transferred to the Client. This transfer encompasses all custom code files but specifically excludes proprietary frameworks and core software belonging solely to The Corporation or third-party licensors.

7. Limitation of Corporate Liability

The Corporation shall not, under any circumstances whatsoever, be held liable to the Client or any affiliated third-party entity for any form of consequential, incidental, indirect, punitive, special, or exemplary damages, including, but not limited to, losses sustained in the form of prospective profit, revenues, data integrity, goodwill, or business opportunity, which may arise either directly or indirectly from the utilization or the complete inability to utilise the services rendered under this agreement, irrespective of whether the claim is predicated upon the precepts of contract, tort, or any other legal theory, and notwithstanding any prior counsel regarding the intrinsic possibility of such damages. The absolute maximum liability of The Corporation for any and all claims arising under this Policy Instrument shall be strictly limited to the cumulative sum equivalent to the total fees remitted by the Client to The Corporation during the temporal period immediately preceding the date upon which the claim event initially materialized.

8. Force Majeure and Unforeseen Circumstances

The Corporation shall not be deemed in breach of its obligations under this Policy, nor shall any claim for remuneration or credit be considered eligible, in the event that the performance of its contractual obligations is substantially impeded, delayed, or entirely rendered impossible by factors or circumstances that are demonstrably beyond the reasonable and direct control of The Corporation. Such factors include, but are not strictly limited to, acts of governmental or sovereign authority, acts of civil or military unrest, war (declared or undeclared), infrastructural failures affecting public utilities (inclusive of power and telecommunications networks in the Republic of Zimbabwe), devastating acts of nature (e.g., floods, earthquakes, epidemics), or cyber-attacks of a sophisticated nature that could not be reasonably mitigated through industry-standard security protocols. In the event of such a circumstance, the temporal period for the performance of obligations shall be formally extended by a duration equivalent to the period during which the force majeure event persists.

9. Governing Law and Jurisdiction

This Policy Instrument shall be construed and governed in strict accordance with the prevailing statutes and regulatory enactments of the Republic of Zimbabwe. Any dispute, claim, or controversy arising out of or relating to this Policy, or the breach, termination, enforcement, interpretation, or validity thereof, shall be subject to the exclusive jurisdiction of the High Court of Zimbabwe, situated in Harare.

10. Formal Communication Channel Delineation

All conveyance of formal submissions, including enquiries, the submission of a Service Cancellation Request, or detailed queries pertaining to the provisions of this Policy Instrument, must be directed solely through the following established, delineated channels:

Polymath Solutions Private Business Corporation (Mazano Web Platform)
Registered Address: 22 Derwent Road, P.O. Marlborough, Harare, Zimbabwe
Office Address: 6th Floor, Batanai Gardens, 57 Jason Moyo Avenue, Harare, Zimbabwe
Emails: hello@mazano.co.zw and info@polymathsolutions.co.zw
Telephonic Contact Numbers:

Zimbabwe (Liquid Toll-Free Line): +263-86-771-95916
Zimbabwe (Mobile Network): +263-71-2676-093
International Contact Number: +27-62-065-3087