Refund Policy

01 Introduction

This Refund Policy explains the circumstances under which refunds may be requested and processed for purchases made through the Zango Platform.

This Policy applies to:

• Event Tickets
• Food & Drinks Orders

By purchasing tickets, placing food or drink orders, or using the Zango Platform, you acknowledge that you have read, understood, and agreed to this Refund Policy.

This Refund Policy forms part of the Zango Terms & Conditions.

02 About Zango

Zango is a digital platform operated by M. Musa Global Resources LTD.

For Event Ticketing, Zango enables approved Organizers to list and sell tickets directly to users.

For Food & Drinks, Zango enables approved Vendors to receive and manage customer orders.

Zango acts solely as a technology platform connecting Users, Organizers, and Vendors. Unless otherwise stated, Zango is not the organizer of events or the producer, seller, or manufacturer of food products.

03 General Refund Principles

Refund requests are considered individually and may depend on:

• the type of purchase;
• the reason for the refund request;
• applicable law;
• the Organizer's or Vendor's obligations;
• payment provider requirements.

04 Event Ticket Refunds

Unless otherwise required by law or approved by the Organizer, tickets purchased through Zango are generally non-refundable after successful payment.

A refund may be considered only where:

• the event is cancelled;
• the Organizer authorizes a refund;
• duplicate payment occurred due to a verified system error;
• payment was successfully deducted but no valid ticket was issued;
• applicable law requires a refund.

If an event is postponed or rescheduled, the Organizer will determine whether previously issued tickets remain valid or whether refunds will be offered.

05 Food & Drinks Refunds

Refund requests for Food & Drinks orders may be considered where:

• payment was successful but the Vendor failed to prepare or deliver the order;
• the wrong order was delivered;
• the order could not be completed because the item became unavailable after payment;
• duplicate payment occurred;
• another verified system error affected the order.

Refunds will generally not be approved where:

• the customer changes their mind after a completed order;
• incorrect delivery information was provided by the customer;
• the customer fails to collect an order where collection was required;
• dissatisfaction is based solely on personal taste or preference after the order has been correctly prepared and delivered, unless otherwise required by law.

06 How to Request a Refund

If you believe you are eligible for a refund, you must submit your refund request through the appropriate channel. To request a refund, you may:

• Contact the Event Organizer directly using the contact information provided on the event page; or
• Contact Zango Support if you are unable to reach the Organizer or Vendor.

Your refund request should include:

• Full Name
• Registered Email Address
• Phone Number
• Ticket ID or Order Number
• Event Name or Vendor Name
• Reason for the refund request
• Any supporting evidence, if applicable

Zango may request additional information before processing or forwarding your request. Submitting a refund request does not automatically guarantee approval.

07 Refund Method

If a refund is approved, Zango will process the refund using the original payment method whenever possible.

Where the original payment method cannot receive refunds, Zango may request an alternative payment account registered in the Customer's name.

Refunds will only be made to the person who originally purchased the ticket or placed the order.

Zango reserves the right to verify the Customer's identity before processing any refund to prevent fraud and unauthorized refund requests. If incorrect payment information is provided, the refund may be delayed until the correct information is received.

08 Refund Processing Time

Once a refund request has been approved:

• Event Ticket refunds are normally processed within 5–10 Business Days.
• Food & Drinks refunds are normally processed within 3–7 Business Days.

Actual processing time may vary depending on the payment provider, the customer's bank, public holidays, and regulatory requirements. Zango is not responsible for delays caused by banks, payment gateways, or other financial institutions after the refund has been initiated.

09 Fraudulent Refund Requests

Zango maintains a zero-tolerance policy against refund fraud. Any user who provides false information, submits fake evidence, uses stolen payment methods, submits duplicate refund requests, manipulates the refund process, uses fake tickets or fake orders, or engages in any fraudulent activity, may have their account suspended or permanently terminated.

Where required by law, Zango may report fraudulent activities to law enforcement agencies, payment providers, or other relevant authorities.

10 Chargebacks

Customers are encouraged to contact Zango Support before requesting a chargeback from their bank or payment provider.

If a Customer files a chargeback while a refund request is already under review, Zango may suspend the refund process until the chargeback investigation has been completed.

• If the chargeback is decided in favor of the Customer, no additional refund will be issued.
• If the chargeback is rejected, the Customer may continue the normal refund process if eligible under this Policy.

11 Changes to this Refund Policy

Zango reserves the right to update or modify this Refund Policy at any time. Any changes become effective immediately after they are published on the Zango website or mobile application.

Users are encouraged to review this Refund Policy periodically. Your continued use of Zango after any updates means that you accept the revised Refund Policy.

12 Contact Us

If you have any questions regarding this Refund Policy or wish to request a refund, please contact: