Clawback Policy

8. Clawback Policy

A seller may owe: (i) a buyer — the refund for a return or dispute decided for the buyer after the seller was paid (Section 6), which Zonse Point collects on the buyer's behalf and passes on; and (ii) Zonse Point — its fees, such as platform fees kept on a refunded order and the cash on delivery fee (Section 4), and any late fee under this Section. Each amount is recorded against the seller's account and is paid or recovered as follows:

(a) Payout deduction — taken from the seller's next payout(s), oldest amounts first.

(b) Paying directly — the seller may pay at any time in the app or on the website, through PayChangu (PayChangu's fee is added and paid by the seller) or with unrestricted Zonse credit. A payment made outside the app counts only once Zonse Point has checked the proof.

(c) Collection request — Zonse Point may ask the seller to pay from their registered mobile money number; the seller confirms on their phone. The seller is warned by SMS, push notification and email 24 hours before, and by SMS 3 minutes before. Requests are sent only between 07:00 and 20:00 Malawi time. If Zonse Point's team starts a request, the 24-hour warning may be skipped. A seller paid by bank is sent bank transfer details instead.

Sellers cannot remove their registered mobile money number while amounts are owed. Owing an amount does not by itself stop a seller selling or being paid, since payouts are how it is recovered. However, Zonse Point may, at its discretion, restrict or suspend an account for non-payment. Zonse Point may pause collection while an amount is reviewed.

Overdue refunds. If a refund a seller owes a buyer is not fully paid 30 days after it became owed: Zonse Point's late fee set out in the Fee Schedule is added each month on the refund amount (not compounding); the seller cannot start new Promoted Listings; and their listings are shown lower. These restrictions end once the refund amount is paid; any late fee left is still owed. After 60 days, the matter may be referred for collection or legal action.