Refund, Cancellation & Service Fulfilment Policy

1. Eligibility for a 100% Full Refund (Cooling-Off & Pre-Verification)

You are entitled to a 100% full refund of any upfront administrative or verification fee paid under any of the following conditions:

• Pre-Execution Cancellation (Cooling-Off): You submit a cancellation request within 7 days of payment prior to the execution of third-party credit bureau, FICA, or international income verification API checks.
• Duplicate or Erroneous Billing: Your card or account was inadvertently charged more than once or billed an incorrect amount due to a technical error.
• Non-Delivery of Service: Zim Home Loans fails to initiate your verification or assessment within the committed service delivery window of 48 business hours after receiving your required documents.

2. Administrative & Verification Fees (Post-Execution)

Where an upfront application or administrative verification fee applies, the exact amount in South African Rand (ZAR) is clearly disclosed prior to payment checkout. This fee covers direct third-party statutory disbursements (South African credit bureau enquiries, FICA AML/KYC identity checks, and cross-border document verification). Once these third-party verification checks have been executed and fulfilled with your consent, the consumed verification fee is non-refundable in accordance with Section 42(2) of ECTA, regardless of whether the partnering commercial bank ultimately approves or declines the final mortgage application.

3. Bond Origination & Success Fees

Core mortgage origination commissions are paid by partnering South African financial institutions or, where a bespoke structuring mandate applies, are strictly success-based and payable only upon the formal approval and written acceptance of a mortgage grant. No origination success fees are ever charged in advance.

4. Service Delivery & Fulfilment Timelines

Upon successful payment via our payment gateway (Paystack), an electronic tax invoice/receipt is issued immediately to your registered email address. Digital FICA and affordability verification services commence within 24 to 48 business hours of document upload.

5. Cancellation Procedure

You may cancel your mortgage application or pre-qualification mandate at any stage prior to accepting a formal bank loan offer by sending a written notice to support@zimhomeloans.com quoting your full name and application reference number. No penalty or further processing charges will be incurred upon cancellation.

6. Refund Processing Timeframes & Dispute Resolution

To request a refund or query a transaction, please contact our billing support desk at support@zimhomeloans.com within 14 calendar days of the transaction date. All refund requests are reviewed within 2 business days. Approved refunds are reversed in South African Rand (ZAR) directly to the original payment method (card or bank account) via Paystack and reflect within 5 to 10 business days depending on your card-issuing bank's settlement cycle.