Refund & Returns Policy
We want you to feel confident using Zelora. Please read our refund policy carefully before making a purchase.
This Refund & Returns Policy ("Policy") applies to all purchases made on Zelora, a product of Zalen Ltd, a company registered in Kenya. By making a purchase, you agree to this Policy alongside our Terms of Service and Privacy Policy.
1. Memorial Package Purchases
1.1 Free Access Period
To help families feel confident, Zelora offers a 12-hour free access period after account creation. During this period you can explore the platform, build your memorial page, and assess whether it meets your needs — before any payment is required.
1.2 No Refunds After Link is Shared
Once a memorial package has been paid for and the memorial link has been shared or made publicly accessible, refunds cannot be issued. At that point the page is live and the service has been delivered.
We strongly encourage families to:
- Use the free access period to review all features before paying.
- Contact our support team with any questions before purchasing.
- Choose the plan that best fits the family's needs.
1.3 Exceptions
A refund or credit may be considered in the following limited circumstances:
- Duplicate payment — you were charged more than once for the same package due to a technical error.
- Payment not applied — payment was deducted but the memorial package was not activated within a reasonable time.
- Platform unavailability — the Zelora platform was inaccessible for an extended period due to our error and the service could not be used.
Refund requests under these exceptions must be submitted within 7 days of the transaction date.
2. Contributions
Contributions made to memorial pages through Zelora are voluntary and non-refundable unless required by applicable law. Zelora does not process or hold contribution funds directly — all contributions are handled by third-party payment providers. Disputes regarding contributions should first be directed to the memorial administrator.
3. Plan Upgrades & Extensions
Payments made for plan upgrades or memorial extensions are non-refundable once applied. If you upgrade or extend in error, please contact us immediately — we will assess each case on its merits.
4. How to Request a Refund
If you believe you qualify for a refund under the exceptions in section 1.3, please contact us with the following information:
- Your full name and registered email address.
- The date and amount of the transaction.
- Your payment reference or transaction ID.
- A brief description of the issue.
Email: support@myzelora.com
We aim to respond to all refund requests within 3 business days.
5. Processing of Approved Refunds
Where a refund is approved, it will be processed back to the original payment method. Processing times depend on your payment provider and may take 5–14 business days to reflect on your statement. Zelora is not responsible for delays caused by third-party payment processors.
6. Governing Law
This Policy is governed by the laws of Kenya. Any disputes shall be subject to the exclusive jurisdiction of Kenyan courts.
7. Contact Information
For questions or concerns regarding this Policy:
Email: support@myzelora.com
