Returns, Refunds & Service Policy

Description of the Service(s) Offered for Sale

VIVA is a lifestyle marketplace that lists curated, discounted experiences ('deals') from vetted local providers across Zambia — including dining, travel, wellness, beauty, fitness, adventure, events and shopping. Each purchase is a prepaid voucher ('booking') redeemable at the listed provider on or before the voucher expiry date printed on the deal page and in your confirmation. VIVA acts as agent between members and the participating experience provider; the service itself is delivered by the provider named on the deal.

Delivery Policy for the Service(s) Offered

Delivery is digital. The moment your Lenco payment is confirmed and the booking approved, your voucher is delivered by email to the address on your account and made available in your My Bookings page — a unique booking number (VIVA-XXXXXX) plus the provider, service date and redemption instructions. No physical item is shipped. Redelivery of a missing email is automatic: sign in to your My Bookings page to view, download or re-send any voucher.

Commitment to Process Orders Promptly

Bookings are processed automatically. Your payment is verified immediately on Lenco confirmation (typically instant for mobile money, within seconds for cards), and the matching VIVA booking and voucher are issued without manual delay. Vouchers for auto-approved deals are usually delivered within 5 minutes of confirmed payment; for manually-reviewed listings, approval and delivery occur within 1 business day of payment. If you do not receive confirmation within 15 minutes of a successful card charge, contact support immediately with your payment reference and we will expedite it.

Return, Refund and Cancellation Policy

Cancellations of pending bookings are issued as VIVA credit (valid 90 days, spendable on any future deal at checkout) — not as cash back to your payment method. Refunds in cash apply only where a provider fails to deliver an approved booking, or where VIVA is unable to fulfil the booking as advertised; in those cases a full cash refund is issued within 5–10 business days to the original mobile money account or card used at checkout. Once a booking is approved and the service date passes, refunds are not available for no-shows or personal cancellations. Expired vouchers are non-refundable. If a provider cancels your experience, we will first attempt to rebook you on an equivalent date or deal; where that is not possible, a full refund is issued automatically. Vouchers are non-refundable after purchase beyond the pending-state cancellation window. Raise any dispute through Support within 7 days of the service date — VIVA acts as final arbiter between members and providers.

Acknowledged at checkout: every member confirms they understand vouchers are non-refundable after purchase before paying. Eligible cancellations receive VIVA credit valid 90 days, not cash.

Cardholder Information Security & Privacy

We take cardholder security seriously. All card and mobile-money payments are processed by Lenco, our PCI-compliant payment gateway — VIVA never receives, transmits or stores your full card number, CVV or mobile-money PIN. A payment reference (not your card details) is attached to your booking record for reconciliation only. We will not share, sell or otherwise disclose your personal or payment information to any party except as required to complete the booking, respond to fraud or legal requests, or as permitted by law. We do not violate the privacy of any cardholder who transacts on this site.

Customer Service Contact

For cancellations, refunds, disputes or any booking issue, reach our support team directly. We respond to every inquiry within one (1) business day — most same day.

Response to Customer Inquiries — One Business Day

VIVA undertakes to respond to all customer inquiries and issues within one (1) business day of receipt. A business day is Monday to Friday, 08:00–17:00 CAT, excluding Zambian public holidays. Inquiries received outside business hours are responded to on the next business day. Refund requests include a status update within one business day, even if the actual refund takes 5–10 business days to settle on your account. You will never be left without a reply — if you do not hear back, escalate by phone.

This commitment applies to support submitted via the Contact page, the Support page, and email to the address above.