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Refund Policy

Effective Date: 21/07/2025

 

At ZolaVi, we are committed to offering meaningful experiences, unique products, and exceptional service. However, we understand that plans change, and issues can arise. This Refund Policy outlines how refunds are handled across our offerings.

1. Curated Experiences & Soulful Stays

Because our experiences and stays are crafted in collaboration with local partners and communities, our cancellation and refund policy reflects those relationships:

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Booking Deposits

  • All bookings require a non-refundable deposit to confirm your spot.

  • Full payment deadlines and deposit amounts will be communicated during the inquiry/quotation process.

Cancellations

  • More than 30 days before experience/stay: 70% refund of total payment (excluding deposit)

  • 15–30 days before experience/stay: 50% refund of total payment (excluding deposit)

  • Less than 15 days before experience/stay: No refund

  • No-shows are non-refundable.

 

Changes to Bookings

If you need to reschedule, we’ll do our best to accommodate you based on availability and partner flexibility. Rescheduling fees may apply.

ZolaVi-Initiated Cancellations

If we must cancel due to unforeseen circumstances (e.g., partner unavailability, safety risks), you’ll receive a full refund or the option to reschedule.

 

2. Rooted Products

Our rooted products are handpicked or handmade, which means each item is one-of-a-kind. We take great care to package and ship your order securely.

Refunds and Returns

  • Eligible for return if the product is:

    • Damaged during delivery

    • Incorrect (not what you ordered)

  • Not eligible for return if:

    • The product was custom-made or personalized

    • You simply changed your mind

How to Request a Refund

  • Contact us within 3 days of delivery at [insert email or contact form link].

  • Include your order number, photo evidence, and a brief description of the issue.

  • Once approved, refunds will be processed to your original payment method within 14 business days.

 

3. Non-Refundable Items

  • Gift cards and promotional vouchers

  • Downloadable or digital products

  • Booking deposits (unless cancelled by ZolaVi)

Need Help?

If you have questions about your experience, order, or refund eligibility, we’re here to help. Please contact us at:

Email: info@zolaviltd.com
 

What to include in the Refund Policy

Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much, much more.

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