Refund and Cancellation Policy

NestZim Refund and Cancellation Policy

NestZim
Making homes accessible to everyone
Refund and Cancellation Policy
Effective Date: 25 May 2026 | Last Updated: 26 May 2026 | Website: www.nestzim.co.zw
Important no-refund notice for NestZim subscription fees
Subject to applicable law, NestZim subscription fees, listing fees, promoted listing fees, add-on fees, verification fees and other fees paid to NestZim for Platform services are final and non-refundable once charged. Cancelling a subscription stops future renewal charges only. It does not refund, reverse or credit the current billing period merely because the service is unused, no tenant is found, a listing receives fewer enquiries than expected, or a User changes their mind.
Rental payments are outside NestZim
NestZim does not collect, hold, escrow, process, guarantee, reverse or refund rent, deposits, holding deposits, viewing fees, agency fees, utility payments, repair charges or any other payment agreed between Tenants, Landlords or Agents. Those payments and any related refunds or disputes are handled directly between the relevant parties.
This Refund and Cancellation Policy explains how cancellations, renewals, billing issues and refund requests are handled for paid NestZim Platform services. It applies to all Users who purchase, renew, upgrade or otherwise pay for a NestZim subscription, listing package, promoted listing, add-on service, verification service or other paid Platform feature.
This Policy supplements the NestZim Terms of Use, Privacy Policy, Acceptable Use Policy, pricing page and any plan-specific terms displayed at checkout. Where a plan, invoice or checkout screen says a fee is non-refundable, that wording should be read together with this Policy.
Product/operator statement
NestZim is a product of Fignoc Technologies and its associated parties
Platform
www.nestzim.co.zw and any related NestZim applications, dashboards and services
Billing contact
billing@nestzim.co.zw
Legal contact
legal@nestzim.co.zw
Phone
071 944 5054 / 077 393 7757
Policy scope
NestZim Fees only. This Policy does not cover Rental Payments between Tenants, Landlords or Agents.
Contents
• 1. Purpose and scope
• 2. Key definitions
• 3. NestZim Fees are separate from Rental Payments
• 4. General no-refund rule for NestZim Fees
• 5. No voluntary cooling-off refunds
• 6. Cancellations
• 7. Renewals and auto-renewals
• 8. Upgrades, downgrades and unused features
• 9. Listing moderation, account suspension and termination
• 10. Billing mistakes, duplicate charges and required legal remedies
• 11. Platform credits and discretionary gestures
• 12. Chargebacks and payment disputes
• 13. Rental disputes and off-platform payments
• 14. How to cancel or raise a billing query
• 15. Changes to this Policy
• Appendix A. Examples of non-refundable situations
1. Purpose and scope
NestZim exists to make homes more accessible by helping Tenants discover rental opportunities and helping Landlords and Agents publish rental listings. NestZim is a property discovery and listing platform. It is not a bank, escrow provider, payment intermediary, estate agent for every transaction, landlord, tenant, property manager, insurer or guarantor.
This Policy applies only to amounts paid directly to NestZim for access to paid Platform services. It does not create any right to a refund from NestZim for rental arrangements, property conditions, viewing arrangements, deposit disputes, lease disputes, handover issues, repairs, evictions, cancellations between Users or any agreement made directly between a Tenant and a Landlord or Agent.
2. Key definitions
Account: a registered account on the NestZim Platform.
Agent: a User who lists or manages rental listings as an estate agent, letting agent, broker, property manager or other property professional.
Billing Period: the monthly, annual or other paid period selected at checkout or shown on the pricing page, invoice or subscription screen.
Landlord: a User who lists, advertises or offers property for rent, whether as owner, authorised representative or lawful lessor.
NestZim Fees: subscriptions, listing packages, promoted listings, boosts, add-ons, advertising fees, verification fees, service fees, renewal fees and any other amounts payable to NestZim for Platform services.
Platform: the NestZim website, mobile application, web application, dashboards, listing tools, search tools, communication tools, support channels and related services.
Rental Payments: rent, deposits, holding deposits, viewing fees, agency fees, utility payments, lease payments, maintenance charges, refunds, penalties or other amounts payable between Users in relation to a property or rental arrangement.
Tenant: a User who searches for, enquires about, views, applies for, rents or seeks to rent property through or after using the Platform.
User: any person or entity that accesses or uses the Platform, including Tenants, Landlords, Agents, property managers and visitors.
3. NestZim Fees are separate from Rental Payments
NestZim Fees are charges for Platform access, listing visibility, subscription features, account tools, verification features, advertising or related services provided by NestZim. Rental Payments are separate private payments agreed between Tenants, Landlords or Agents.
Payment type
Who handles it
Refund position
NestZim subscription, listing or promoted listing fee
NestZim and/or its payment processor
Subject to applicable law, final and non-refundable once charged.
Rent, deposit, holding deposit or lease payment
Tenant and Landlord or Agent directly
Not collected or refunded by NestZim.
Viewing fee, agency fee or property handover fee
Tenant and Landlord or Agent directly
Not collected or refunded by NestZim.
Billing error or duplicate NestZim charge
NestZim and/or payment processor
Reviewed as a correction request, not as a voluntary subscription refund.
Users should never send rent, deposits or viewing fees to any person claiming to receive them on behalf of NestZim unless the Platform expressly identifies that payment as an official NestZim Fee. NestZim will not be responsible for recovering, refunding or reversing payments made directly to other Users or third parties.
4. General no-refund rule for NestZim Fees
Subject to applicable law, all NestZim Fees are final, non-refundable and non-transferable once charged. This applies whether the fee is monthly, annual, one-off, promotional, discounted, bundled, part of a package, paid by card, mobile money, bank transfer or any other supported method.
The no-refund rule applies because paid Platform services may be made available immediately after purchase, may reserve or allocate Platform capacity, may give the User access to tools, visibility, listing space, promotional placement, account features, support and other digital services, and may involve payment processing and administrative costs.
4.1 Fees that are non-refundable
• Monthly, annual or other recurring subscription fees.
• Renewal fees charged at the start of a Billing Period.
• Listing fees, listing packages, paid listing slots and additional listing allowances.
• Promoted listing fees, boosts, featured listing fees, advertising placements or exposure packages.
• Verification, onboarding, account review, agent profile or business profile fees, where applicable.
• Add-on services, service packages, administrative charges and other paid Platform features.
• Taxes, payment processor fees, bank charges, mobile money charges, foreign exchange costs or third-party charges, to the extent they are not returned to NestZim.
4.2 Outcomes are not guaranteed
NestZim does not guarantee that a listing will receive enquiries, that a Tenant will rent a property, that a Landlord or Agent will accept a Tenant, that a User will conclude a lease, that a property will remain available, or that a listing will rank in a particular position on the Platform or in search engines. Lack of enquiries, poor response from other Users, change of mind, dissatisfaction with marketplace outcomes or failure to secure a tenant does not entitle a User to a refund of NestZim Fees.
5. No voluntary cooling-off refunds
NestZim does not offer a voluntary cooling-off refund for subscription purchases, listing packages, promoted listings, add-ons or other paid Platform services once the charge has been completed. Any previous or informal wording suggesting a voluntary 7-day refund for first-time subscriptions is replaced by this Policy from the Last Updated date, to the extent permitted by applicable law.
Nothing in this Policy is intended to exclude, limit or reduce a remedy that cannot lawfully be excluded under applicable law. If the law requires a specific remedy in a particular case, NestZim will provide the legally required remedy only to the extent required by law.
6. Cancellations
6.1 Cancelling stops future charges only
A User may cancel a subscription through the account dashboard, subscription settings or any cancellation method made available by NestZim. Cancellation prevents future renewal charges after the current Billing Period ends, provided the cancellation is completed before the renewal cut-off time shown on the Platform or, if no cut-off is shown, at least 24 hours before renewal.
Cancellation does not refund or prorate the current Billing Period. After cancellation, paid features may remain available until the end of the current Billing Period unless the Account is suspended, terminated, downgraded or restricted under the Terms of Use or Platform rules.
6.2 User responsibility to cancel on time
Users are responsible for monitoring renewal dates, invoices, payment reminders, plan status and cancellation confirmation notices. Failure to cancel before renewal, failure to read renewal notices, loss of access to an email account, failure to update a payment method or failure to use the Platform during the Billing Period does not create a refund right.
7. Renewals and auto-renewals
Subscriptions may automatically renew at the end of each Billing Period unless cancelled in time. By purchasing a recurring plan, the User authorises NestZim and/or its payment processor to charge the selected payment method for renewals, applicable taxes and related fees according to the plan terms displayed at checkout or in the account dashboard.
• Monthly plans renew monthly until cancelled.
• Annual plans renew annually until cancelled, unless the plan terms state otherwise.
• Renewal fees are non-refundable once charged, subject only to applicable law and verified billing-error correction.
• If a renewal payment fails, NestZim may retry the payment, downgrade features, pause listings, remove promotions, suspend the Account or terminate access to paid features.
8. Upgrades, downgrades and unused features
8.1 Upgrades
If a User upgrades to a higher plan or purchases additional features, NestZim may charge the displayed upgrade amount immediately or on the next invoice, depending on the checkout flow. Upgrade charges are non-refundable once charged.
8.2 Downgrades
A downgrade may take effect immediately or at the end of the current Billing Period, as shown on the Platform. Downgrading does not create a refund, credit or cash balance for unused time, unused listings, unused enquiry limits, unused boosts or unused features.
8.3 Unused services
NestZim Fees are payable for access to and availability of the selected Platform services during the Billing Period. A User is not entitled to a refund because they did not create listings, did not use all listings, did not receive enquiries, did not respond to enquiries, removed a listing, rented the property elsewhere, changed their mind, forgot to use the service or no longer needs the Platform.
9. Listing moderation, account suspension and termination
NestZim may review, reject, remove, limit, hide, suspend or require edits to listings that violate the Terms of Use, listing rules, safety requirements, fraud-prevention standards, verification requirements, intellectual property rights, applicable law or Platform quality standards.
If a listing, promotion or Account is rejected, removed, suspended or terminated because of the User's breach, inaccurate information, suspected fraud, unauthorised property listing, abusive behaviour, non-payment, duplicate accounts, misuse of the Platform or violation of NestZim policies, the User is not entitled to a refund, prorated refund, credit or extension.
Where NestZim removes content for Platform quality, safety, legal compliance or user-protection reasons, NestZim may, at its sole discretion and without admitting liability, allow the User to correct the issue, replace the listing, receive a service credit, or continue using other available features. Cash refunds remain excluded unless required by applicable law.
10. Billing mistakes, duplicate charges and required legal remedies
The no-refund rule does not prevent NestZim from correcting a verified billing mistake. A billing correction is different from a voluntary refund of a valid subscription fee.
10.1 Billing-error correction
A User may contact billing@nestzim.co.zw if they believe they were charged more than the displayed price, charged twice for the same item, charged after a confirmed cancellation, or charged because of a verified technical error caused by NestZim or its payment processor.
NestZim may request supporting evidence, including account email, invoice number, transaction reference, payment date, payment method, screenshots and bank or mobile money confirmation. Requests should be submitted within 30 days of the charge, unless a longer period is required by applicable law.
If NestZim verifies a duplicate or erroneous charge, NestZim may reverse, refund, credit or otherwise correct the charge through the original payment method or another reasonable method. Third-party charges, exchange differences, bank fees and mobile money fees may not be recoverable from NestZim unless required by law.
10.2 Required legal remedies
Nothing in this Policy excludes any mandatory consumer protection, electronic transaction, payment services or other legal right that cannot lawfully be excluded. If a competent authority, court, payment network rule or applicable law requires NestZim to provide a refund, reversal, credit or other remedy, NestZim will comply to the extent required.
11. Platform credits and discretionary gestures
NestZim may, at its sole discretion and without admitting fault, offer a Platform credit, plan extension, replacement listing, promotional credit or similar gesture in limited circumstances. These gestures are not cash refunds, are not transferable, have no cash value, may expire, may be limited to the same Account and may be subject to additional terms.
A discretionary credit or gesture in one case does not create a right to receive the same treatment in another case and does not change the general no-refund rule.
12. Chargebacks and payment disputes
Users should contact billing@nestzim.co.zw before initiating a chargeback or payment dispute so that NestZim can review the issue. Filing a chargeback for a valid NestZim Fee, or using a payment dispute to bypass the cancellation process, may result in suspension of paid features, removal of listings, recovery of unpaid amounts, account restriction or termination, subject to applicable law and payment network rules.
NestZim may share transaction records, invoices, account activity, acceptance records, login records, usage records, listing records and communication history with payment processors, banks, mobile money providers or dispute-resolution bodies to respond to chargebacks, fraud claims or billing disputes.
13. Rental disputes and off-platform payments
NestZim is not responsible for refunds, reversals, recoveries or compensation relating to Rental Payments or agreements made directly between Users. This includes rent, deposits, viewing fees, agent fees, handover payments, repairs, utility payments, property-condition disputes, lease cancellations, non-availability of a property, eviction issues or any alleged misrepresentation by another User.
Users should verify property details, identity, authority to let, payment instructions and lease terms before making any payment or signing any agreement. Users should not rely on NestZim as a payment intermediary, escrow provider, guarantor or dispute resolver for rental transactions.
NestZim may receive and review reports of suspicious listings or unsafe conduct. Where appropriate, NestZim may remove listings, restrict accounts, preserve records, cooperate with lawful requests or provide Platform safety guidance. These actions do not make NestZim responsible for refunding payments made directly between Users.
14. How to cancel or raise a billing query
14.1 Cancellation steps
• Log in to your NestZim Account.
• Go to Account Settings or Subscription/Billing settings.
• Select Cancel Subscription or the available cancellation option.
• Complete the cancellation steps until the Platform confirms cancellation.
• Keep the cancellation confirmation email or screenshot for your records.
If the account dashboard is unavailable, contact billing@nestzim.co.zw before the renewal cut-off and include your account email, plan name, phone number, invoice number if available and a clear request to cancel future renewals. A support request does not guarantee cancellation unless NestZim confirms that the cancellation has been processed.
14.2 Billing-query process
To raise a billing query, email billing@nestzim.co.zw with the subject line "Billing Query" and include:
• your full name, account email and phone number;
• the invoice number or transaction reference;
• the payment method used, without sharing full card numbers, PINs or passwords;
• the date and amount charged;
• a short explanation of the issue; and
• supporting screenshots, receipts, mobile money confirmations or bank records where relevant.
NestZim will review billing queries in a reasonable time and may request additional information to verify identity, account ownership and transaction details. Submission of a billing query does not pause a subscription, extend a Billing Period or create a refund right.
15. Changes to this Policy
NestZim may update this Policy from time to time to reflect changes in the Platform, pricing, payment methods, law, risk controls, business operations or user-protection practices. Material changes will be communicated by a Platform notice, email or other reasonable method where appropriate.
The version published on www.nestzim.co.zw/refund, www.nestzim.co.zw/billing or any other official NestZim policy page at the time of a charge will generally apply to that charge, subject to applicable law and any plan-specific terms displayed at checkout.
Appendix A. Examples of non-refundable situations
The examples below are for clarity only and do not limit the general no-refund rule.
Situation
Refund position
A Landlord pays for a monthly plan but receives no enquiries.
No refund. Marketplace outcomes are not guaranteed.
An Agent buys a promoted listing but later rents the property elsewhere.
No refund. The promotional feature was purchased and/or made available.
A User forgets to cancel before the renewal date.
No refund for the renewal charge once processed.
A User cancels an annual plan after two months.
No cash refund or prorated refund for unused months.
A listing is removed because it is false, misleading, unauthorised or violates Platform rules.
No refund where the issue results from User breach or non-compliance.
A Tenant pays a deposit directly to a Landlord or Agent and later wants the money back.
Outside NestZim. NestZim does not collect or refund Rental Payments.
The same NestZim invoice is charged twice due to a verified technical error.
Reviewed as a billing correction. NestZim may reverse, refund or credit the duplicate charge if verified.
Applicable law or a competent authority requires a remedy.
NestZim will provide the legally required remedy to the extent required.
Practical safety reminder
Before making any payment relating to a rental property, Users should verify the property, the identity and authority of the Landlord or Agent, the payment details, the lease terms and the handover arrangements. NestZim Platform fees are paid to NestZim for Platform services only. Rental Payments are agreed directly between Users.
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