Payments, Refunds & Disputes Policy

Operated by Zexus Services Limited Websites: zexusservices.com, zexuspro.com, zexusauto.com Last updated: September 16, 2026

Table of Contents - Payments, Refunds & Disputes Policy

Overview
Payment Protection Model
How Payments Work  3.1 Payment Methods  3.2 Payment Flow
Conditional Release Rules  4.1 Standard Transactions  4.2 HighValue or HighRisk Transactions  4.3 Asset Transactions (ZexusAuto and Similar)
Cancellations & Refunds  5.1 Client or BuyerInitiated Cancellation  5.2 Pro or DealerInitiated Cancellation  5.3 Partial Refunds  5.4 Refund Timing
Dispute Handling Framework  6.1 Raising a Dispute  6.2 Dispute Escalation Path  6.3 Fund Handling During Disputes  6.4 Possible Outcomes
Chargebacks & Payment Reversals
Payouts to Pros & Dealers
Taxes & Regulatory Deductions
Payment Errors & Technical Issues
Compliance & Regulatory Safeguards
Changes to This Policy
Contact

1. Overview

This Payments, Refunds & Disputes Policy explains how payments, refunds, and disputes work on Zexus marketplaces. It applies to all transactions between clients, buyers, Pros, Dealers, and other users on the Platform.

This policy forms part of the Terms of Use & Marketplace Rules and should be read together with that document.

2. Payment Protection Model

Zexus uses a paymentprotection model designed to:

Secure client and buyer payments.
Ensure Pros and Dealers are paid fairly when they complete agreed work or transactions.
Provide a clear process for handling disputes, refunds, and chargebacks.
Maintain compliance with applicable laws and paymentprovider requirements.

Zexus works with licensed payment providers to process, settle, and release funds. Zexus does not independently operate a customer wallet or promise that it will hold customer funds itself.

3. How Payments Work

3.1 Payment Methods

Clients and buyers may pay using payment methods provided or approved by Zexus, which may include:

Debit or credit cards.
Bank transfers.
USSD payments.
Wallet or other approved payment methods.

All payments must be made through the Platform. Users must not arrange offPlatform payments for transactions introduced through Zexus.

3.2 Payment Flow

A typical transaction follows these steps:

Client or buyer initiates payment through the Platform.
Payment is captured by the approved payment provider.
Funds are secured pending completion of the agreed service, delivery of the asset, or fulfilment of milestones.
Pro or Dealer completes the work or delivers the asset and marks the job or transaction as completed.
Client or buyer reviews the deliverable or asset within the review period.
Payment is released to the Pro or Dealer after client/buyer acceptance, automatic completion, or dispute resolution.
Payout is made to the Pro or Dealer’s verified bank account, subject to paymentprovider settlement timelines.

4. Conditional Release Rules

4.1 Standard Transactions

For standard services and transactions:

Job Completion Submission: The Pro marks the job as “Completed” and uploads final deliverables or evidence through the Platform.
Client Review Window: The client has 72 hours (3 days) from the timestamp of the Pro’s completion submission to:
Release payment; or
Request an inscope revision; or
Raise a formal dispute.
Automatic Completion: If the client takes no action within 72 hours, the job is automatically marked “Completed” by the system.
Automatic Payout: If no dispute is raised and payment has not been manually released, the Pro is automatically credited or paid 7 days after the job is marked Completed, subject to paymentprovider processing, fraud review, chargeback, reversal, legal, or regulatory holds.
Early Release: The client may release payment at any time before the 72hour window expires.

4.2 HighValue or HighRisk Transactions

For highvalue or highrisk transactions (for example, large construction projects, heavy equipment rentals, marine logistics, or highvalue asset sales):

Extended Review Period: The review period may be extended up to 7 days, subject to sectorspecific rules and the terms of the booking or listing.
MilestoneBased Release: Large projects may be split into multiple milestones, each with its own review and release cycle.
Inspection or ThirdParty Verification: Certain sectors may require inspection reports, thirdparty signoff, or additional documentation before the review window starts or before payment is released.

4.3 Asset Transactions (ZexusAuto and Similar)

For asset sales and similar transactions:

Deposit and Balance: A buyer may pay a deposit (for example, 10%) to secure the asset, with the balance payable before or upon delivery/transfer.
Inspection Period: The buyer may have an inspection period (for example, 48 hours) to verify the asset condition against the listing description.
Release Conditions: Payment is released to the Dealer or seller after:
Buyer confirmation; or
Expiry of the inspection period without a valid dispute; or
Resolution of any dispute raised.

Specific terms for asset transactions are set out in the relevant listing, booking, or transaction page.

5. Cancellations & Refunds

5.1 Client or BuyerInitiated Cancellation

A client or buyer may request cancellation before work begins or before asset transfer. The availability and amount of any refund may depend on:

The booking or listing terms.
Whether the Pro or Dealer has started work or transferred the asset.
Work already completed or value already provided.
Materials or expenses already approved.
The reason for cancellation.
Applicable law.
Paymentprovider procedures.

A client or buyer may be eligible for a full or partial refund where:

The Pro or Dealer fails to begin the service or transfer the asset.
The Pro or Dealer abandons the project or transaction.
The Pro or Dealer materially fails to deliver the accepted scope or correctly described asset.
The transaction is cancelled under its specific terms.
A refund is required by law.

5.2 Pro or DealerInitiated Cancellation

A Pro or Dealer may request cancellation where:

The client or buyer provided materially inaccurate information.
The requested work or transaction is unlawful or unsafe.
The client or buyer fails to provide essential access, information, materials, or approvals.
The scope materially changes without agreement.
The client or buyer is abusive, threatening, discriminatory, or otherwise unsafe.

In such cases, the client or buyer may be entitled to a full or partial refund depending on the circumstances.

5.3 Partial Refunds

Where work is partially completed or part of the value has been provided, refunds may be partial. The refund amount will be determined by:

The proportion of work completed.
Value already delivered to the client or buyer.
Materials or expenses already incurred.
The terms of the booking or listing.
Applicable law.

5.4 Refund Timing

Refunds may be delayed by paymentprovider procedures. Typical refund timelines are:

Card payments: 5 – 10 business days after refund approval.
Bank transfers: 1 – 5 business days after refund approval.
Other methods: As per the payment provider’s timeline.

Refunds are subject to the payment provider’s policies and may take longer in some cases.

6. Dispute Handling Framework

6.1 Raising a Dispute

A dispute should be raised through the relevant transaction page as soon as possible and before the applicable paymentrelease deadline.

The party raising the dispute should provide:

A description of the problem.
The relevant part of the agreement, listing, or booking.
Messages, files, photographs, invoices, inspection reports, or other evidence.
The remedy requested (for example, refund, reperformance, partial release).

6.2 Dispute Escalation Path

Level 1 - Direct Resolution: The parties are encouraged to resolve the matter directly through Zexus messaging and negotiation.
Level 2 - Zexus Mediation: If the matter remains unresolved, Zexus may review it using:
The accepted listing, quote, or booking terms.
Platform messages and records.
Payment and booking records.
Submitted deliverables or asset documentation.
Timestamps and status changes.
Evidence supplied by each party.
Independent technical or professional information, where appropriate.
Level 3 - Arbitration or Legal Process: If mediation fails, either party may pursue arbitration or court proceedings as set out in the Terms of Use & Marketplace Rules.

Each party should respond to a dispute request within 48 hours unless Zexus allows additional time.

6.3 Fund Handling During Disputes

Funds remain secured and unreleased until the dispute is resolved.
No payouts are made to either party until a final decision is reached.
If partial release is ordered, funds are split accordingly between the client/buyer and Pro/Dealer.

6.4 Possible Outcomes

Depending on the circumstances, Zexus may provide:

Full refund to the client or buyer.
Partial refund to the client or buyer.
Reperformance or correction by the Pro or Dealer.
Replacement Pro or Dealer, where available.
Partial release to the Pro or Dealer.
Full release to the Pro or Dealer.
Cancellation of the transaction.
Account restriction, suspension, or termination.
Another reasonable remedy.

Zexus’s internal dispute process does not prevent a party from using a court, regulator, mediator, arbitrator, or other lawful process.

7. Chargebacks & Payment Reversals

A chargeback or payment reversal may occur where:

A client or buyer disputes a transaction with their bank or card issuer.
Fraud or unauthorized transaction is suspected.
A payment error or technical issue occurs.

Where a chargeback or reversal occurs:

Zexus may suspend the related payout pending investigation.
The Pro or Dealer may be required to provide evidence to defend the transaction.
If the chargeback is upheld, Zexus may recover the amount from available or future settlements owed to the Pro or Dealer, where permitted.
If future settlements are insufficient, the Pro or Dealer may be required to repay the amount.

Users must cooperate with chargeback and paymentreversal investigations.

8. Payouts to Pros & Dealers

A Pro or Dealer becomes eligible for payout only after the applicable payment has been released.

Payout timing is subject to the payment provider’s settlement timelines and may be affected by:

Verification status.
Fraud or compliance review.
Disputes or chargebacks.
Refunds or reversals.
Incorrect payout details.
Banking delays.
Paymentprovider restrictions.
Legal or regulatory requirements.

Payouts are made to the bank account provided and verified during onboarding. Pros and Dealers must keep their payout details current and accurate.

9. Taxes & Regulatory Deductions

Zexus does not provide tax advice.

Pros, Dealers, clients, and buyers are responsible for:

Understanding and complying with applicable tax obligations.
Paying any applicable taxes, levies, or duties.
Providing tax information (for example, TIN) where required.

Zexus may, where required by law or regulation, deduct or withhold taxes, levies, or other amounts from payments or payouts and remit them to the relevant authority.

10. Payment Errors & Technical Issues

Where a payment error or technical issue occurs:

Zexus will work with the payment provider to investigate and resolve the issue.
Users should report suspected errors through the Help, Complaints & Support page.
Zexus may pause or reverse transactions where fraud, error, or system issues are suspected.
Users must not attempt to exploit technical errors to obtain unintended refunds, credits, or benefits.

11. Compliance & Regulatory Safeguards

All payment flows are governed by written agreements with licensed payment providers.
Personal data (including bank details) is handled per the Privacy Policy and applicable dataprotection laws.
Zexus does not characterize itself as an escrow provider in public materials; payment flows are described as “Payment Protection,” “Secure Payment,” or “Conditional Payment Release.”
All payment events, dispute actions, and release decisions are logged with timestamps, user IDs, and supporting evidence for compliance auditing.

12. Changes to This Policy

Zexus may update this policy from time to time.

Material changes will be communicated through the Platform, by email, or via a notice on the website before the changes take effect.

Continued use of the Platform after changes are posted constitutes acceptance of the updated policy.

13. Contact

Zexus Services Limited Port Harcourt, Rivers State, Nigeria.

Websites: zexusservices.com, zexuspro.com, zexusauto.com Support: [email protected] Disputes: [email protected] Privacy: [email protected]