Touchbase — Refund & Cancellation Policy

Effective Date: November 2026

At Touchbase, we aim to provide transparent and reliable advertising services.

This Policy explains how cancellations, refunds and payment disputes are handled for advertising packages, supplier subscriptions and other paid marketplace services.

1. Scope

This Policy applies to payments made to Touchbase for:

1. Business-for-sale advertisements
2. Supplier directory subscriptions
3. Commercial asset advertisements
4. Broker directory advertisements
5. Other paid Touchbase services

It does not govern payments made directly between independent buyers, sellers or third-party service providers.

2. Cancellation Before Publication

Customers may request cancellation before their advertisement or subscription is activated.

Where a cancellation is valid under applicable law, Touchbase will provide the required refund.

For other cancellation requests received before any service has begun, Touchbase will ordinarily offer a full refund.

3. Cancellation After Publication

Customers may request that an active advertisement be removed or deactivated at any time.

Cancellation does not automatically entitle the customer to a prorated refund for advertising already delivered, except where required by applicable law or expressly agreed by Touchbase.

Statutory cooling-off, cancellation and refund rights remain unaffected.

4. Electronic Transaction Cooling-Off Rights

Where Zimbabwe's Consumer Protection Act or another applicable law grants a customer a cooling-off right, Touchbase will honour that right.

For qualifying electronic transactions, customers may have the right to cancel within seven days without reason or penalty, with refunds processed within the period required by law.

Nothing in this Policy limits mandatory consumer protection rights.

5. Rejected Advertisements

If Touchbase rejects an advertisement before publication and the customer is unable or unwilling to make the necessary corrections, the advertising payment will ordinarily be refunded.

Touchbase may refuse advertisements involving fraud, prohibited content or unlawful activity and may take any action permitted by applicable law.

6. Duplicate or Incorrect Payments

Customers who accidentally make duplicate payments or pay an incorrect amount should contact Touchbase promptly with their invoice number and transaction details.

Verified overpayments and duplicate payments will be refunded or otherwise resolved as agreed with the customer, subject to applicable law.

7. Technical Errors and Service Failures

If a payment is received but Touchbase fails to provide the purchased service, customers may request a correction, activation, extension or refund, as appropriate.

Where a substantial technical failure prevents the delivery of paid advertising, Touchbase will provide the remedy required by applicable law.

8. Advertising Performance

Touchbase provides advertising exposure and marketplace discovery services.

Advertising fees do not guarantee:

1. A particular number of enquiries
2. A buyer or supplier match
3. A successful sale
4. A specific commercial outcome

A lack of buyer interest alone does not automatically establish entitlement to a refund, without prejudice to applicable consumer rights.

9. Subscription Expiry and Renewal

Supplier and other directory subscriptions remain active for the purchased duration, beginning on activation.

Subscriptions do not automatically renew unless expressly stated and accepted at purchase.

At expiry, paid listing visibility may be suspended until renewal.

Customers may choose not to renew without incurring additional charges.

10. How to Request a Refund

To request a refund, contact Touchbase through its published support channel and provide:

1. Your name and contact details
2. Invoice or order reference
3. Date and amount paid
4. Payment transaction reference
5. Reason for requesting the refund

Touchbase may request reasonable additional information to verify the transaction.

11. Refund Processing

Approved refunds will be processed as promptly as reasonably possible and within any applicable statutory deadline.

Where legally required, including for qualifying electronic cooling-off cancellations, refunds will be issued within 14 days of cancellation.

Refunds will ordinarily be returned through the original payment method where supported. Alternative arrangements may be necessary where the payment provider cannot process a reversal.

12. Contact

Touchbase Website: https://touchbasezw.com Refund enquiries: [Insert email or contact channel] Telephone / WhatsApp: [Insert contact number]