Refund and Cancellation Policy for DALP Zambia

1. Purpose

This Refund and Cancellation Policy establishes the rights and obligations of DALP Zambia ("the Company") and its clients under Zambia's Consumer Protection Act No. 24 of 2018, the Fair-Trading Act No. 10 of 1994, and other relevant legislation. The policy promotes transparency, fairness, and legal compliance in managing cancellations and refunds for all paid services and products.

2. Scope

Applies to payments made for:

  • Consultancy and advisory services
  • Training courses, workshops, and webinars
  • Event registrations (e.g., education fairs)
  • Digital products, subscriptions, and online resources
  • Any prepaid service, product, or program

3. Definitions

  • Client / Consumer: An individual or entity that purchases services or products, as defined by the Consumer Protection Act No. 24 of 2018.
  • Supplier: DALP Zambia, the provider of goods or services.
  • Service Date: The agreed date for delivery or performance of the service or event.
  • Cancellation Notice: A written communication (email or registered letter) by the Client to terminate a booking or order.
  • Cooling-Off Period: A seven (7) business-day period from purchase for distance or electronic transactions, as permitted under the Electronic Communications and Transactions Act No. 21 of 2009.
  • Force Majeure: Unforeseeable events beyond the control of either party (e.g., natural disasters, government directives).

4. Legal Framework

  • Consumer Protection Act No. 24 of 2018: Guarantees consumers’ rights to fair treatment, accurate information, and remedies for defective or undelivered services (Sections 23–27).
  • Fair Trading Act No. 10 of 1994: Prohibits misleading practices and unfair contract terms.
  • Electronic Communications and Transactions Act No. 21 of 2009: Governs distance selling, online contracts, and customers’ right to withdraw within a cooling-off period.

5. Cancellation Policy

5.1 Client-Initiated Cancellations

  • Cooling-Off Period (Distance/Electronic Sales): Clients purchasing online or by distance have the right to cancel within 7 business days of payment for a 50% refund, provided no digital content has been accessed or delivered.
  • More than 30 Days Before Service Date: 50% refund minus a ZMW 500 administrative fee.
  • 15–30 Days Before Service Date: 45% refund of total fees.
  • Less Than 15 Days Before Service Date: No refund unless otherwise mandated by law (e.g., Consumer Protection Act grants remedy if services materially differ).

5.2 Company-Initiated Cancellations

If DALP Zambia cancels for any reason, Clients may choose:

  1. Full refund of all amounts paid.
  2. Transfer of fees to an equivalent service or future date at no extra cost.

Clients will be notified in writing at least 14 days before the Service Date when possible.

6. Refund Policy

6.1 Eligibility

Refunds will be issued when:

a. A valid Cancellation Notice is received within the prescribed period.

b. The Company cancels as per Section 5.2.

c. Services materially deviate from the advertised scope, quality, or duration (per Consumer Protection Act Sec. 25).

6.2 Non-Refundable Charges

- Administrative fees (ZMW 600).

- Fees for digital content once accessed or downloaded within the Cooling-Off Period.

- Special promotional or discounted fees explicitly stated as non-refundable.

6.3 Calculation of Refund

Refund Amount = Gross Amount Paid – Administrative Fee – Non-Refundable Charges.

7. Procedure for Cancellation and Refund

Submission: Client sends Cancellation Notice to refunds@dalpzambia.com with:

  • Invoice/Order number
  • Service details
  • Date of payment
  • Reason for cancellation
  • Supporting documentation if claiming an exception

Acknowledgment: Within 3 business days, the Company acknowledges receipt and confirms eligibility.

Assessment: Within 7 business days, the Company assesses the request against legal and policy criteria.

Processing: Eligible refunds processed within 14 business days of request approval.

Disbursement: Refunds issued via original payment method or, with Client consent, as credit toward future services.

8. Exceptions and Special Circumstances

  • Medical Emergencies / Bereavement: Considered on submission of valid documentation; may qualify for full or partial refund at the Company’s discretion.
  • Force Majeure: Clients may elect to transfer fees to a new date or receive a full refund.
  • Statutory Remedies: Under Sections 26–27 of the Consumer Protection Act, consumers may seek compensation if services breach implied warranties or fail to meet agreed standards.

9. Dispute Resolution

Disputes not resolved internally may be referred to:

  • Zambia Competition and Consumer Protection Commission (CCPC) for mediation and enforcement of consumer rights.
  • Courts of Zambia under applicable jurisdiction.

10. Governing Law and Amendments

This policy is governed by the laws of the Republic of Zambia. DALP Zambia reserves the right to amend this policy; material changes will be communicated at least 30 days in advance via email and on our website.

11. Contact Information

DALP Zambia
The Edu Hub, Lusaka, Zambia
Email: info@dalpzambia.com
Phone: +260 764 168592