Payments, Refunds, and Dispute Resolution Policy

Operated by Zexus Services Limited

Effective date: August 7, 2026
Last updated: August 13, 2026

This Payments, Refunds, and Dispute Resolution Policy explains how payments, commissions, conditional release, refunds, chargebacks, cancellations, and disputes are handled across Zexus services, including ZexusPro and ZexusAuto.

This Policy forms part of the Zexus Master Terms of Service and User Agreement, the ZexusPro Marketplace Rules, and the ZexusAuto Marketplace Rules.

If a transaction-specific payment or refund term conflicts with this Policy, the transaction-specific term will apply to that transaction.

1. Zexus's payment role

Zexus provides marketplace and transaction-support technology.

Payments may be processed through an approved payment provider, bank, escrow provider, transfer provider, or other financial institution selected for the relevant product or transaction.

Depending on the transaction structure:

• Zexus may collect payment instructions through the platform.
• A payment provider may process and hold or settle funds.
• A bank or escrow provider may control conditional release.
• Zexus may maintain transaction records and release-status information.
• Zexus may instruct or initiate a payout where the approved payment structure allows it.
• Zexus may deduct its disclosed commission before settlement.

Zexus does not independently operate a customer wallet, deposit account, or stored-value product unless expressly stated and lawfully authorised.

Zexus is not itself a bank, payment processor, escrow institution, or financial adviser.

2. Payment methods

Available payment methods may include:

• Bank cards.
• Bank transfers.
• Account transfers.
• Payment links.
• Other methods made available by the approved payment provider.

Payment methods, limits, currencies, fees, settlement timelines, verification requirements, refunds, and chargebacks may vary by transaction and provider.

A payment is not complete until the payment provider confirms successful receipt.

Screenshots, bank alerts, transfer slips, or payment claims do not by themselves establish successful payment.

3. Transaction prices

Before a transaction is confirmed, users should be shown or informed of:

• Price of the service or asset.
• Deposit and balance, where applicable.
• Zexus commission or marketplace charge.
• Inspection charges.
• Delivery or logistics charges.
• Payment-provider charges, where passed to the user.
• Taxes or other applicable charges.
• Refund or cancellation conditions.
• Payment-release conditions.

Unless otherwise stated:

• Clients and buyers may use Zexus without a marketplace fee during the introductory period.
• Pros and Dealers may pay commissions on completed transactions.
• Zexus may change its pricing structure for future transactions.

A fee or commission accepted before transaction confirmation remains applicable unless the transaction is cancelled or amended.

4. Conditional payment release

Where available, Zexus may support payment protection or conditional payment release.

The applicable release conditions may include:

• Service completion.
• Submission of a deliverable.
• Client acceptance.
• Completion of a milestone.
• Asset inspection.
• Delivery or handover.
• Document or title verification.
• Expiry of a review period.
• Resolution of a dispute.
• Another condition stated in the transaction terms.

The actual handling of funds depends on the approved payment, bank, or escrow structure used for the transaction.

A transaction status such as "pending," "under review," "approved," or "ready for payout" does not necessarily mean that funds are held by Zexus or that the amount is immediately withdrawable.

Release may be delayed because of:

• Disputes.
• Fraud or compliance review.
• Payment reversal.
• Chargeback.
• Refund request.
• Incorrect information.
• Failed verification.
• Payment-provider restrictions.
• Banking or technical issues.
• Legal or regulatory requirements.

5. ZexusPro payment releases

For ZexusPro, payment may be released after:

• The Pro submits the agreed deliverable.
• The client accepts the work.
• The applicable milestone is accepted.
• The client's review period expires without a valid dispute.
• A dispute is resolved.

Unless the booking states otherwise, the client should review a deliverable within 24 to 48 hours.

If the client does not respond, payment may be released no later than seven days after delivery or completion, subject to a dispute raised before release, fraud, chargeback, payment reversal, or another exceptional circumstance.

6. ZexusAuto payment releases

For ZexusAuto, payment may be released after:

• Required deposit is paid.
• Inspection is completed where applicable.
• Required title, ownership, or transaction documents are provided.
• Buyer confirms acceptance.
• Asset is delivered or handed over.
• The buyer's acceptance period expires without a valid dispute.
• A dispute is resolved.

Unless otherwise stated, the anticipated asset-payment structure is:

• 10% deposit before inspection or further transaction processing.
• 90% balance after the buyer is satisfied with the inspection and applicable transaction conditions.

The transaction terms may provide a different structure based on the asset, Dealer, value, payment provider, inspection, delivery, or risk requirements.

7. Commissions

Zexus may charge Pros and Dealers a commission on completed transactions.

Unless otherwise stated:

• Commission is calculated according to the applicable pricing schedule.
• Commission may be deducted at source.
• The Pro or Dealer receives the net amount after applicable deductions.
• Commission may apply to the service or asset price and any other amount specified in the transaction terms.
• Commission may be adjusted where a transaction is partially refunded or cancelled.

Zexus may publish separate commission schedules for ZexusPro and ZexusAuto.

8. Payouts

A Pro or Dealer becomes eligible for payout only after the relevant amount has been released.

Payouts are subject to:

• Payment-provider settlement timelines.
• Bank processing.
• Recipient verification.
• Correct account details.
• Fraud and compliance checks.
• Disputes and chargebacks.
• Refunds and reversals.

A user must ensure that payout details are accurate and belong to the user or the properly registered business entitled to receive payment.

Zexus is not responsible for losses caused by inaccurate payout information supplied by a user, subject to applicable law.

A payout may fail, be delayed, or be reversed because of:

• Incorrect account information.
• Recipient restrictions.
• Bank failure.
• Payment-provider restrictions.
• Compliance review.
• Technical problems.
• Regulatory requirements.

9. Refund principles

A refund may be available where:

• A transaction is cancelled under its terms.
• A Pro fails to deliver the accepted service.
• An asset is materially different from the listing.
• Inspection or title verification fails.
• A Dealer cannot deliver or lawfully transfer an asset.
• A payment was duplicated.
• A payment was made in error.
• A refund is required by law.
• A dispute outcome requires a refund.

A refund may be:

• Full.
• Partial.
• Conditional.
• Subject to return of an asset.
• Subject to reversal of a payout.
• Reduced by approved work, materials, inspection, delivery, or other agreed costs where permitted.

A refund is not automatically available merely because:

• A client or buyer changed their mind.
• Market prices changed.
• The buyer failed to inspect despite having a reasonable opportunity.
• A Pro completed the accepted scope.
• An asset matched its accepted description and the buyer simply changed their preference.

10. ZexusPro refunds

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

• The Pro fails to begin.
• The Pro abandons the project.
• The Pro materially fails to deliver the accepted scope.
• The deliverable is materially different from the accepted agreement.
• The transaction is cancelled under its terms.
• The client and Pro agree to a refund.
• A refund is required by law.

The amount of any refund may consider:

• Work completed.
• Milestones accepted.
• Materials purchased.
• Add-ons approved.
• Expenses incurred.
• The cause of cancellation.
• The accepted booking terms.

Where a client changes the scope after work begins, the client may be responsible for work properly completed under the original scope.

11. ZexusAuto refunds

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

• The Dealer cannot deliver the agreed asset.
• The asset materially differs from the listing.
• The asset fails an agreed inspection condition.
• Ownership or title cannot be established.
• A lien or finance interest prevents lawful transfer.
• Required documents are false, incomplete, or unavailable.
• The Dealer materially misrepresented the asset.
• The transaction is cancelled under its terms.
• A refund is required by law.

A deposit may be fully refundable where inspection, ownership, title, documentation, or another stated transaction condition fails.

A buyer may be responsible for approved inspection, delivery, storage, or other costs where the transaction terms permit those deductions.

12. Refund process

A refund request should be submitted through the relevant transaction page or support channel.

The request should include:

• Transaction reference.
• Reason for the request.
• Relevant listing or agreement.
• Evidence supporting the request.
• Remedy requested.
• Return or delivery information where applicable.

Zexus may request additional information from the client, buyer, Pro, Dealer, payment provider, inspector, or delivery provider.

Refunds may be processed through the original payment method where possible.

Refund timing depends on:

• Payment-provider procedures.
• Bank processing.
• Card schemes.
• Transaction review.
• Chargeback status.
• Compliance requirements.
• Whether an asset must be returned.

13. Chargebacks and payment reversals

A chargeback occurs where a payment is disputed through a card issuer, bank, payment network, or other financial institution.

A payment reversal may also occur because of:

• Failed settlement.
• Fraud.
• Duplicate payment.
• Bank action.
• Provider action.
• Regulatory instruction.

When a chargeback or reversal occurs:

• Zexus may notify the relevant user.
• The transaction may be paused.
• The Pro or Dealer may be asked for evidence.
• Zexus may respond to the payment provider.
• Funds may be recovered from the main payment account, payout balance, or future settlements where permitted.
• The user may be required to repay an amount.
• The account may be restricted pending review.

Users must respond to chargeback or dispute requests within the time stated in the notice.

A user must not initiate a dishonest chargeback or reversal to avoid paying for a service or asset properly delivered.

14. Dispute process

A dispute should be raised through the relevant transaction page before payment release wherever possible.

A dispute should include:

• Transaction reference.
• Description of the issue.
• Relevant agreement or listing.
• Timeline of events.
• Messages and documents.
• Photographs, videos, inspection reports, or delivery records.
• Remedy requested.

The parties should first attempt to resolve the matter directly through the platform.

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

Zexus may review:

• Transaction terms.
• Listings.
• Quotes and offers.
• Platform messages.
• Payment records.
• Deliverables.
• Inspection reports.
• Delivery and handover evidence.
• Ownership and title documents.
• User statements.
• Other relevant evidence.

15. Payment hold during disputes

Where a dispute is raised before release, Zexus may request or apply a payment hold where the applicable payment structure allows it.

A payment hold may continue while:

• Evidence is collected.
• The other party responds.
• An inspection is arranged.
• A title or ownership issue is reviewed.
• A payment provider investigates.
• A chargeback is resolved.
• Legal or regulatory guidance is obtained.

Zexus cannot guarantee that a payment provider will be able to stop, reverse, or recover funds after settlement.

16. Dispute outcomes

Depending on the evidence and transaction terms, a dispute may result in:

• Full release to the Pro or Dealer.
• Partial release.
• Full refund.
• Partial refund.
• Correction or re-performance.
• Replacement Pro.
• Return of an asset.
• Dealer correction.
• Cancellation.
• Transfer of the transaction to another provider.
• Account restriction.
• Another reasonable remedy.

Zexus may consider:

• The accepted scope or listing.
• The condition of the service or asset.
• Whether the user complied with the transaction terms.
• Evidence provided.
• Whether the issue is material.
• Whether the defect or problem was disclosed.
• Whether the user had an opportunity to inspect or review.
• Applicable law and payment-provider procedures.

Zexus's decision under its internal marketplace process does not prevent a user from pursuing a lawful external remedy.

17. User obligations during disputes

Users must:

• Preserve relevant records and evidence.
• Respond accurately and promptly.
• Keep communications on the platform where possible.
• Cooperate with reasonable requests.
• Avoid threatening or harassing another party.
• Avoid disposing of, altering, or damaging disputed assets.
• Avoid making dishonest payment claims.
• Avoid opening duplicate or abusive disputes.
• Return an asset where required by an agreed resolution.

Failure to cooperate may affect the available remedy.

18. Off-platform transactions

Users must not move transactions off-platform to avoid:

• Zexus commissions.
• Payment protections.
• Verification.
• Dispute procedures.
• Refund obligations.
• Transaction records.

Where users are introduced through Zexus, off-platform circumvention may result in:

• Warning.
• Recovery of applicable fees.
• Transaction restriction.
• Account suspension.
• Permanent termination.
• Recovery of losses where permitted.

19. Recovery of refunds and chargebacks

Where permitted by the applicable payment structure and law, Zexus may recover an amount owed because of:

• Refund.
• Chargeback.
• Payment reversal.
• Duplicate payment.
• Fraud.
• Incorrect settlement.
• Failed transaction.
• Other payment error.

Recovery may occur by:

• Deduction from future settlements.
• Deduction from an available balance.
• Reversal of a payout where possible.
• Request for direct repayment.
• Other lawful recovery method.

Where future settlements are insufficient, the user may remain responsible for the outstanding amount.

20. Complaints and customer support

Users may contact:

ZexusPro support: [email protected]
ZexusAuto support: [email protected]
General support: [email protected]
Disputes: [email protected]

A complaint should include:

• Name and account details.
• Transaction reference.
• Description of the issue.
• Evidence.
• Remedy requested.

Zexus will acknowledge and review complaints within a reasonable period.

Complex complaints may take longer where they involve:

• Third-party providers.
• Inspection.
• Title or ownership.
• Fraud.
• Chargebacks.
• Cross-border transactions.
• Multiple parties.
• Legal or regulatory requirements.

21. Policy changes

Zexus may update this Policy to reflect:

• New payment methods.
• New providers.
• Changes to settlement.
• Changes to commissions.
• Changes to refund procedures.
• Legal or regulatory developments.
• Product changes.

The updated Policy will state its effective date and may be communicated through the relevant platform or account.

22. Governing law and contact

This Policy is governed by the laws of the Federal Republic of Nigeria.

Subject to mandatory rights and applicable law, payment and transaction disputes should first be submitted through Zexus's internal process.

Zexus Services Limited
Suite 202, 45 Orominike Street, D/Line,
Port Harcourt, Rivers State, Nigeria.

Website: zexusservices.com
ZexusPro: zexuspro.com
ZexusAuto: zexusauto.com

General support: [email protected]
Disputes: [email protected]
Privacy: [email protected]