One Ziko – Refunds, Returns & Reconciliation Policy (Full Version)

Last updated: 7 June, 2026

Effective date: 7 June, 2026

This policy applies to purchases made through One Ziko services, including the main website, mobile applications, Maliketi eXchange, and Kalulu Books (physical and digital books). It does not apply to digital subscriptions or in‑app purchases made via Google Play or Apple App Store (see Section 2).

1. Scope of This Policy

Important: If you are an EU consumer, you have a 14‑day right of withdrawal for physical books but not for digital books once you give explicit consent to immediate access.

2. Digital Services – No Refunds (Except Where Required by Law)

For digital subscriptions, in‑app items, or any digital content delivered via our apps or website (excluding Kalulu digital books):

• No refunds will be issued once the digital service has been provided or access has been granted.
• If you purchased via Google Play or Apple App Store, you must request a refund directly from that store. One Ziko cannot process refunds for store purchases.
• EU consumers only: Under the Consumer Rights Directive, you have 14 days to withdraw from a digital service contract if you have not started using the service. Once you start using it, you lose the right to withdraw. We will ask for your explicit confirmation before starting any digital service.

For any questions about digital purchases made directly through One Ziko (not via app stores), contact info@oneziko.com.

3. Physical Products (General) – Returns & Exchange Policy

This section applies to physical goods (excluding books) purchased from One Ziko or from Third‑Party Sellers on Maliketi eXchange.

3.1 Standard Returns (Change of Mind)

You may return a physical product within 7 days of receipt for a repair, replacement, or store credit (refund only where required by law). Conditions:

• Product must be unused, in original packaging, with all accessories and tags attached.
• You must initiate the return via your account’s order history or by contacting info@oneziko.com.
• Return shipping costs are your responsibility unless the product is defective or incorrect.

3.2 Exchange Policy

• Fashion and Sportswear: You may exchange for a different size or colour if available. We will collect the original product and deliver the new one at no extra charge.
• Unboxed Deals, Reconditioned, or Used Products: Exchange only for the same product variation (if available). Otherwise, store credit will be issued.

3.3 Incorrect or Damaged Products

If we delivered the wrong product, or if the product is damaged or missing parts upon delivery:

• Notify us within 7 days of receipt.
• We will arrange free collection.
• After inspection, we will either send the correct product, repair/replace, or issue a full refund (including original shipping costs).

3.4 Defective Products

A defect means a significant imperfection that makes the product less acceptable than reasonably expected. The following are not defects:

• Normal wear and tear.
• Damage from misuse, negligence, accidents, or unauthorised repairs.
• Electrical surge or corrosion damage.
• Signs of handling in unboxed/used products that were disclosed.

If a product is defective, you may return it within 30 days of receipt (or longer if a manufacturer warranty applies). We will repair, replace, or refund at our discretion.

3.5 Manufacturer Warranty

Some products come with a manufacturer’s warranty. For warranty claims, please contact the manufacturer directly using the details provided with the product. One Ziko is not responsible for manufacturer warranties.

4. Kalulu Books – Physical and Digital Books

Kalulu Books (https://kalulubooks.oneziko.com/) is a marketplace where authors, writers, and distributors (collectively, “Sellers”) list physical and digital books for sale. One Ziko facilitates the sale, processes payments, and provides tracking for physical deliveries. Sellers are responsible for fulfilling orders, but we act as an intermediary.

4.1 Physical Books (Printed Copies)

Return window: You may return a physical book within 7 days of receipt for a refund or exchange, provided:

• The book is in resaleable condition (no damage, no markings, no missing pages).
• You have not removed any shrink wrap or seal (if the book was sold sealed).
• You initiate the return via your Kalulu Books order history or by emailing info@oneziko.com.

Return process:

• For books sold and fulfilled directly by One Ziko (first‑party), we will provide a return shipping label (cost deducted from refund unless the book was defective or incorrect).
• For books sold by third‑party Sellers, we will notify the Seller. The Seller may provide return instructions. If the Seller does not respond within 7 days, One Ziko will process the refund directly and seek reimbursement from the Seller.

Refunds: Refunds for physical books will be issued to your original payment method (mobile money or store credit) within 10 business days after we receive and inspect the returned book.

Exceptions:

• Custom or personalised books (e.g., signed copies, print‑on‑demand with personalisation) are non‑returnable unless defective.
• Audiobooks on physical media (CDs, cassettes) follow the same rules as physical books.

4.2 Delivery Tracking for Physical Books

Sellers may organise their own delivery (e.g., via courier or postal service). One Ziko provides a tracking dashboard on the website where Sellers can upload tracking numbers and carriers. As a buyer, you can view the tracking status in your order history.

• If a Seller fails to provide tracking information within 7 days of order confirmation, you may request a full refund.
• If tracking shows “delivered” but you have not received the book, please contact the Seller first. If unresolved within 3 days, contact us at info@oneziko.com for dispute resolution.

4.3 Digital Books (eBooks, PDFs, EPUBs)

All digital books purchased on Kalulu Books are made available for download or online reading immediately after your payment is confirmed. Once your payment is successful, the book is added to your personal Library (accessible from your profile). From there, you can read the book online (in‑browser) or download it to your device.

No refunds for digital books after the purchase is completed, because you gain immediate access to the content. This is consistent with the digital content exception under consumer protection laws.

Before you complete your purchase:
At checkout, you will be required to tick a box confirming:

“I understand that this digital book will be available in my Library immediately after payment. I expressly request immediate access and acknowledge that I will lose my right of withdrawal (cooling‑off period) once the purchase is completed.”

If you do not tick this box, the transaction will not proceed. By ticking and completing payment, you waive your right to cancel.

Defective digital books: If a digital book is corrupted, missing pages, contains malicious software, or is otherwise unusable, we will replace it with a functional copy at no charge. If replacement is not possible (e.g., the book is no longer sold), we will issue a full refund. To report a defective digital book, contact info@oneziko.com with your order number and a description of the issue. We may request a screenshot or short video demonstrating the defect.

Accidental purchase: If you believe you purchased a digital book by mistake and have not yet opened it in the Library (i.e., you have not read online or downloaded), contact us within 1 hour of purchase. We may, at our sole discretion, offer a refund or store credit. After 1 hour or after any access, no refund will be given.

4.4 Seller Responsibility and Disputes

Authors, writers, and distributors who list books on Kalulu Books agree to:

• Accurately describe books (title, author, format, condition for physical books, file format for digital).
• For physical books, ship within 3 business days of order and provide a tracking number.
• For digital books, ensure the file is virus‑free and accessible.
• Honour returns and refunds as per this policy.

If a Seller fails to comply: One Ziko may suspend the Seller’s account and refund the buyer from the Seller’s pending earnings or, if insufficient, from a reserve fund (if applicable). We may also pursue the Seller for reimbursement.

Buyer disputes: If you have a problem with a book (e.g., never arrived, wrong book, defective), please first contact the Seller via the Kalulu Books messaging system. If not resolved within 7 days, escalate to info@oneziko.com. We will mediate and, if necessary, issue a refund from One Ziko’s funds and recover from the Seller.

5. Refunds – How and When

5.1 Refund Methods

Refunds will be issued using the same payment method you used, where possible:

• Mobile money (Airtel, MTN, Zamtel): Refund to your mobile money account using your registered mobile number (same as authentication number). Processing takes 5–10 business days after inspection (physical products/books) or immediately for digital books if eligible.
• Store credit: Credited to your One Ziko account wallet, usable on future purchases (including Kalulu Books and Maliketi eXchange).
• Bank transfer (if originally paid by bank): Additional processing fees may apply.

5.2 Non‑Refundable Items

• Donations or goodwill credits.
• Digital services that have been delivered (see Section 2).
• Digital books that have been purchased (immediate access – no refund unless defective).
• Physical books with shrink wrap removed (unless defective).
• Products returned after the 7‑day window (except for defects, where 30 days apply).

5.3 Abandoned Returns

If you refuse to accept delivery of a returned product that does not comply with this policy, and you do not arrange collection within 30 days, the product will be considered abandoned and disposed of. No refund will be issued.

6. Reconciliation Policy (e-Mpiya OMPS & Mobile Money)

Because we use mobile money payments via e-Mpiya OMPS and third‑party aggregator PawaPay, we perform regular reconciliations to ensure your account is correctly credited or debited.

6.1 Daily Reconciliation

We reconcile our transaction records with the payment gateway’s (PawaPay) records every day. Any discrepancy is investigated within 24 hours.

6.2 Automated Mismatch Detection

Our system automatically detects if:

• Your mobile money wallet was debited but the transaction does not appear in our system.
• The amount debited differs from the purchase amount.

When a mismatch is detected, we will temporarily void or refund the transaction while we investigate. You will be notified by email or SMS.

6.3 What to Do If Your Account Is Debited but No Confirmation

If your mobile money account (Airtel, MTN, Zamtel) has been debited but you did not receive confirmation from One Ziko:

1. Keep the transaction SMS from your mobile operator (showing reference number, date, and amount).
2. Contact us at info@oneziko.com with:
   • Your registered mobile number (MSISDN).
   • Screenshot or text of the transaction SMS.
   • Approximate time and amount.
3. We will reconcile with PawaPay and credit your One Ziko account (or reverse the charge) within 3 business days.

6.4 Chargebacks and Disputes

If you believe you have been incorrectly charged, please contact us first. We will attempt to resolve the issue within 7 days. If unsatisfied, you may contact your mobile money operator or PawaPay directly. For purchases made via app stores, chargebacks must be handled through the store.

7. Cancellation Policy (Services & Subscriptions)

7.1 Free Accounts

You may delete your free account at any time (see Section 3.2 of the Terms of Service). No fees apply.

7.2 Paid Subscriptions (if offered)

If you have a paid subscription (e.g., monthly or yearly):

• Cancellation: You can cancel future renewals at any time via your account settings. Cancellation takes effect at the end of the current billing period.
• No refunds for the current billing period unless required by law (e.g., EU 14‑day withdrawal period if you have not used the subscription).
• We will notify you at least 7 days before auto‑renewal.

7.3 One‑Time Digital Services

If you purchase a one‑time digital service (e.g., a report, a design file), you have no right to a refund once the file has been delivered or the service performed. For EU consumers, you lose the right of withdrawal once the service is fully performed with your consent.

8. EU Consumer Right of Withdrawal (14 Days) – Physical Goods Only

If you are a consumer located in the European Union, you have a statutory right to withdraw from a contract for a physical product (including physical books) within 14 days without giving any reason. This right overrides our standard 7‑day policy for EU customers.

How to exercise it:
Notify us within 14 days of receiving the physical product by email (info@oneziko.com) or via your order history. You must return the product within 14 days after notification.

Exceptions – no right of withdrawal for:

• Digital books (eBooks, PDFs, EPUBs) once you have given explicit consent to immediate access. By ticking the consent box at checkout, you waive your withdrawal right.
• Sealed physical products (including sealed physical books) that have been unsealed.
• Personalised or custom‑made products.

Refund timeline:
We will refund the full price, including standard shipping costs, within 14 days of receiving the returned physical product. You bear the direct cost of return shipping.

9. Inspection and Validation of Returns

We reserve the right to inspect returned physical products (including physical books) to validate the return reason. If the product does not meet the conditions (e.g., used beyond reasonable inspection), we may:

• Reject the return and send the product back to you at your cost.
• Offer a partial refund (store credit) based on the product’s diminished value.

We will communicate the outcome within 7 days of receiving the returned product.

10. Contact for Returns and Refunds

To initiate a return, request a refund, or report a reconciliation issue:

Email: info@oneziko.com
Subject line: Please use –

• RETURN – [Order Number] (for physical books or general merchandise)
• DIGITAL BOOK ISSUE – [Order Number] (for defective digital books)
• REFUND – [Order Number]
• RECONCILIATION – [Mobile Number]
• KALULU DISPUTE – [Order Number] (for seller disputes)

Required information:

• Your registered mobile number or email address.
• Order number (from Kalulu Books or other service).
• Description of the issue and any supporting documents (photos of damaged physical book, screenshots of digital book error, SMS screenshots for payment issues).

We aim to respond within 2 business days.

11. Changes to This Policy

We may update this policy from time to time. Minor changes (e.g., clarifying language) will be updated on this page with a new “Last updated” date. Material changes (e.g., reducing return windows, changing refund methods) will be notified by email or in‑app notice at least 30 days in advance.

Your continued use of our Services after the effective date constitutes acceptance of the changes.

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