Refund Policy

Effective Date: 1st August, 2024.
Last Updated: 1st March, 2025.

At Anza, we strive to ensure customer satisfaction with every purchase. This Refund Policy explains the conditions under which refunds may be issued for transactions made through the Anza User App, Vendor App, and Rider/Delivery App.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

1.1 User App (Customers)

• If the product received is defective, damaged, or incorrect.
• If the order is not delivered within the estimated timeframe.
• If the order is canceled before shipment.
• If the product does not match the description on the platform.

1.2 Vendor App (Sellers)

• If an order is canceled by the customer before processing.
• If the vendor fails to fulfill an order due to stock unavailability.
• If there is a dispute where the platform rules in favor of the customer.

1.3 Rider/Delivery App (Delivery Agents)

• If an assigned order is canceled before pickup.
• If a technical issue within the platform results in undeliverable orders.
• If a refund is required due to a delivery issue beyond the rider’s control.

2. Refund Process

2.1 How to Request a Refund

• Users must submit a refund request through the Anza app within [X] days of receiving the product.
• Vendors must report any refund-related concerns through their dashboard.
• Riders can escalate refund-related issues to Anza’s support team.

2.2 Refund Approval & Processing

• Refund requests are reviewed within [X] business days.
• Approved refunds are processed back to the original payment method within [X] business days.
• Customers may opt for a replacement or store credit where applicable.

3. Non-Refundable Items & Exceptions

The following items are not eligible for a refund:

• Perishable goods (e.g., food, beverages).
• Digital products and services.
• Personalized or custom-made items unless defective.
• Items that have been used, damaged by the customer, or altered after delivery.
• Orders disputed after the refund request period.

4. Vendor & Rider Responsibilities

• Vendors must ensure product quality and accurate descriptions to reduce refund requests.
• Vendors are responsible for accepting returned items and issuing replacements if required.
• Riders must ensure safe and timely delivery to minimize disputes related to undelivered or damaged goods.

5. Dispute Resolution

• If a refund request is denied, users may escalate the dispute through Anza’s customer support.
• Anza reserves the right to make final decisions on refund disputes.
• Disputes between customers and vendors or riders will be resolved based on platform policies.

6. Contact Us

For refund-related inquiries, contact us at:

• Email: info@anza.international
• Phone: +255 777 786 222/+255 777 786 333
• Address: Dar es salaam, Tanzania.

By using Anza, you agree to this Refund Policy. Anza reserves the right to modify this policy at any time.