Matrix Homes – Refunds and Returns Policy
Effective Date: 26 October 2025
Jurisdiction: Republic of Zimbabwe
Last Updated: 26 October 2025
This Refunds and Returns Policy explains the conditions under which Matrix Homes, a division of Matrix Private Investigations and Security Company (Private) Limited, processes refund requests for digital services, memberships, and agency subscriptions.
By purchasing or subscribing to any product or service on the Matrix Homes Platform, you agree to this policy.
1. Nature of Our Services
Matrix Homes provides digital services — including online property listings, membership packages, digital advertising space, and platform access — to verified Agencies and partners.
Because our services are intangible and delivered electronically, we do not offer traditional “returns” as with physical products.
2. Refund Eligibility
Refunds may be granted only under the following limited circumstances:
Eligible for Refund
- Duplicate payments or billing errors caused by system malfunction.
- Technical errors preventing access to purchased digital services within 7 days of payment.
- Payments made for services not activated or delivered due to Matrix Homes system issues.
- Regulatory or compliance reasons that legally prevent service delivery.
Not Eligible for Refund
- Change of mind or user preference.
- Early cancellation of an active membership period.
- Failure to use the platform after service activation.
- Rejection of property listings due to false, incomplete, or unverifiable information.
- Suspension or termination of an account due to breach of Terms & Conditions or legal non-compliance.
3. Refund Request Procedure
To request a refund, contact our billing team via email:
Your request must include:
- Full name and registered account email
- Payment transaction ID or invoice number
- Date and method of payment
- Detailed reason for the refund request
Refund requests must be submitted within 7 working days from the original payment date.
All eligible refunds are reviewed within 10–14 business days.
4. Refund Method and Timeline
- Approved refunds will be processed through the same payment method used during purchase (Paynow, Visa, Mastercard, etc.).
- Depending on your payment provider, funds may take 7–14 business days to reflect.
- Administrative or processing fees may apply for certain payment gateways.
5. Membership Upgrades, Downgrades & Renewals
- Membership or subscription upgrades take effect immediately upon payment.
- Downgrades or cancellations become effective at the end of the current billing cycle — no prorated refunds apply.
- Renewal payments are final and non-refundable once the new term begins.
6. Service Quality and Dispute Resolution
Matrix Homes is committed to maintaining a transparent and fair refund process.
If you believe an error occurred, please contact our team before initiating external chargebacks.
We will investigate and resolve disputes in accordance with:
- The Consumer Protection Act [Chapter 14:44], and
- The Electronic Transactions and E-Commerce Act [Chapter 8:20].
If a resolution cannot be reached, disputes may be escalated to arbitration under the Arbitration Act [Chapter 7:15].
7. Fraud and Misuse
Any attempt to obtain a refund through false claims, chargeback fraud, or unauthorized use of payment methods will result in:
- Immediate account suspension, and
- Legal action under the Criminal Law (Codification and Reform) Act [Chapter 9:23] and the Cyber and Data Protection Act (2021).
8. Policy Updates
Matrix Homes may revise this Refunds & Returns Policy at any time to reflect operational, legal, or regulatory changes.
The updated version will be published on our website and take effect immediately upon posting.
9. Contact Information
For refund-related questions or support, contact:
matrixhomesagency@gmail.com
support@matrixhomeszw.com
https://matrixhomeszw.com
10th Floor, Karigamombe Centre, Karigamombe Avenue, Harare, Zimbabwe
Matrix Homes
A Division of Matrix Private Investigations and Security Company (Private) Limited
Empowering verified property connections across Africa with trust, integrity, and transparency.
