Terms & Conditions

Who these terms are between

These Terms of Service are a binding agreement between you and Zues Technologies Limited, the company that operates nzuuno ("nzuuno," "we," "us"), governing your use of the nzuuno mobile app, the nzuuno partner portal, and any related services. By creating an account, browsing a listing, or making a booking, you agree to these Terms and to our Privacy Policy.

Eligibility

You must be at least 18 years old to use nzuuno. We ask for your date of birth during sign-up and enforce this there, giving false information about your age is a breach of these Terms and grounds for immediate account termination.

What nzuuno is, and isn't

nzuuno is a marketplace and booking facilitator. We are not a venue, a performer, a travel operator, an event organizer, or a gym, and we don't provide the services listed on it. Every venue, performer, travel company, event organizer, and gym on nzuuno ("Partners") is an independent third party, not our employee or agent, when you book, you're entering a direct arrangement with that Partner. We take reasonable steps to verify Partners before marking a listing "Verified," but verification is not a guarantee, and you're responsible for exercising your own judgment about who you book with.

Your account

You agree to give us accurate information and keep it current, keep your login details to yourself, and tell us promptly if you think your account's been accessed without your permission. You're responsible for activity under your account unless it happened because of our own security failure. We can suspend or disable an account that violates these Terms, that we reasonably believe is fraudulent, or at the request of law enforcement or a court.

Your legal name

Enter your name exactly as it appears on your ID or passport when you sign up. Once set, your name is locked and you can't change it yourself in the app or portal. This is deliberate, so an account's identity can't be quietly swapped after a booking, a dispute, or a payout. If it's genuinely wrong, contact support to have it corrected; we may ask for ID to verify the correction. Giving a false or inaccurate name is a breach of these Terms and can result in a booking being cancelled without refund, a payout being held pending verification, or account suspension, at nzuuno's discretion depending on how the false name was used.

Your username

You also choose a username when you sign up. It is the name other people see, for example on your reviews, so you don't have to show your legal name. A business you book with sees only what it needs to serve you: your username and a booking number, and for a table the name you give for the reservation. An event organiser sees how many tickets were sold, never who bought them; door staff see only the username on a ticket when they scan it. Your full legal name stays with your account, nzuuno staff and your booking records. Choose a name that isn't offensive, doesn't pretend to be nzuuno, its staff or another person, and doesn't break the law. You can change your username once every 30 days. We can change or remove a username that breaks these rules.

Acceptable use

You agree not to use nzuuno for anything illegal; impersonate someone else or create an account for anyone but yourself; post a fake review or trade payment for one; pay a Partner directly to dodge our payment system (this also removes your escrow protection); scrape or reverse-engineer the app; post content that's defamatory, harassing, or infringing; or try to bypass our rate limits or security controls. We can investigate and act on any of this, including removing content, suspending an account, or referring it to law enforcement.

Messages

You can message a venue, a performing artiste or a travel company through nzuuno, before or after you book, to ask a question. Messages can't contain phone numbers, emails, links or a request to pay or talk outside nzuuno, and we block messages that do. nzuuno only protects payments made through nzuuno. If you pay a business directly, or make a deal outside the app, nzuuno can't refund it, can't help you recover it and is not liable for any loss, however it happens. Messages are kept for 12 months and are private to the two of you, except that our team can read a conversation that someone has reported. You can block a conversation or report it from inside it.

Content you submit

Reviews, photos, and anything else you post through nzuuno remain yours, but you grant us a license to host and display it as part of running the Service, for example, showing your review on a venue's listing. You're responsible for what you post and confirm you have the right to post it. Reviews can only be left for a booking you actually completed, and we can remove content that violates these Terms.

Partner listings

If you list on nzuuno, you're separately agreeing that your listing is accurate and you'll honor a booking made against it; that you hold whatever licenses, permits, and insurance the law requires for what you're offering; and that you're responsible for the service you actually deliver, except where these Terms give nzuuno a specific role (fraud, safety, or the dispute process described in your category's terms). Your listing fee or commission keeps your listing visible. It isn't a guarantee of any particular volume of bookings. We can remove a listing or terminate a Partner account for a Terms violation, a pattern of cancellations or complaints, or a compliance failure.

Payments and escrow, in brief

nzuuno uses a licensed third-party payment gateway to collect and disburse payments. We never store your full mobile money PIN or equivalent credentials. Most payments are held in escrow rather than sent to the Partner immediately, and release once the conditions in your category's terms are met. Money held in escrow is kept for you and the Partner until then. It earns no interest for anyone, and it is not a bank deposit. Refunds are sent to the mobile money number or card you paid with: if you no longer control that number, tell us before a refund is due, because nzuuno isn't responsible for a refund sent to the number you paid from. Venues, performers, travel companies, and gyms pay a flat listing fee (monthly, or discounted for a 6-month or yearly commitment) to stay visible; they also pay a commission on each booking, from the first booking, and event organizers pay a commission on ticket sales instead of a listing fee. Gateway fees are passed through, never absorbed by nzuuno and never deducted from what a Partner is owed for a booking itself: the gateway's fee to collect a payment is added on top of what a client pays (3% for a payment in Uganda shillings, shown before the client pays), and the gateway's own fee to disburse a withdrawal is deducted from what a Partner actually receives when they withdraw their nzuuno account balance, not charged to nzuuno. That transfer fee follows the gateway's published schedule for the amount sent: UGX 1,000 up to UGX 50,000; UGX 2,000 from UGX 50,001 to 300,000; UGX 3,500 from UGX 300,001 to 750,000; and UGX 5,000 from UGX 750,001 to 5,000,000. Each withdrawal moves your whole balance in one transfer, so you pay one fee per withdrawal rather than one per booking, and the smallest possible withdrawal is UGX 1,500 in Uganda (a UGX 500 minimum transfer plus the UGX 1,000 fee). Near the top of a fee band your balance may fall a little short of the next band's fee, in which case up to UGX 1,500 extra is withheld rather than left stranded; your withdrawal screen always shows the exact fee and the amount you will receive before you confirm. Refunds carry the gateway's fees too: the collection fee paid at checkout is not refunded, and the gateway's transfer fee for sending a refund is deducted from it, on the same schedule as a withdrawal. A refund under UGX 1,500 can't be sent automatically once that fee is taken out, and our team will settle it with you directly. The exact cancellation, refund, and release rules for what you booked are in the sections further down this page, and the refund amounts quoted there are before these fees.

Paying by card

You can pay by Visa or Mastercard instead of mobile money. A card payment is always taken in Uganda shillings, on a secure page run by our payment gateway; we never see or store your card number. A card payment is at least UGX 5,000 and at most UGX 5,000,000, and only a limited number of card payments can be started from one account in a day; for anything else, please pay with mobile money. Your bank converts that amount from your own currency at its own rate and may charge its own fees. The gateway's card fee is added to the payment and is not refunded. The card must be your own, or you must have the cardholder's permission to use it for this purchase. To protect buyers, sellers and the cardholder, we monitor card payments for unusual activity, such as a large payment, several card payments from one account or to one seller in a short time, a sudden surge of card payments, or a new account making a large payment. When a card payment looks unusual we may ask you to verify that the card is yours, with a photo of your ID and the last four digits of the card, sent to support@nzuuno.com, and we may hold the seller's payment until we have checked it. In more serious cases, for example a card payment above UGX 3,000,000, a second card payment from the same account for the same event or gym, or several card payments in a day, we may also ask for the name and branch of the bank that issued the card and contact that bank to confirm the card is yours; by paying by card you agree to that. A bank can take up to 30 days to reply, and the seller is not paid until we are satisfied. Your booking stays valid while we do. If you do not verify, or cannot, or if we have reason to believe the card is being used without its holder's permission, we may cancel the booking, refund the card, limit or refuse your card payments, and close your account. Using someone else's card without permission is fraud, and we will report it to the gateway, the card schemes and the police and give them what they ask for. A card payment is never refunded automatically: if you cancel, or the partner cancels, our team refunds you to the same card, for the same share of what you paid as the booking's own refund is of its price, less the gateway's card fee, under the cancellation tiers of the thing you bought, and your bank decides how long the money takes to show. If you dispute a card payment with your bank instead of contacting us first, we may cancel the booking while the dispute is open, and if the dispute is decided against you, or the payment is found to have been made without the cardholder's permission, you are responsible for what it costs us, including the gateway's chargeback and scheme fees, which we may recover from you.

Buying from another country

Everything on nzuuno is priced in the money of the country it is listed in. When paying across borders is switched on and you live in another country, for example you live in Kenya and buy something listed in Uganda, you pay in your own money, from your own mobile money number, at the amount shown before you pay. That amount is the listed price converted at nzuuno's exchange rate, which is the market rate plus a margin and is updated by us every week. The rate that applies to your purchase is the one shown to you when you pay, and it is kept on your receipt. If the rate has changed by the time you tap pay, we show you the new amount first and you pay only after you have seen it. The mobile money collection fee is added on top, as on every other payment, and is not refunded. If you pay in Kenya shillings, the fee for sending a refund to you is KES 5 plus 2% for refunds of KES 101 to 1,500, KES 9 plus 2% up to KES 5,000, KES 11 plus 2% up to KES 20,000 and KES 13 plus 2% above that, and just 2% up to KES 100; a refund under KES 21 can't be sent automatically, and our team will settle it with you directly. A purchase made across borders is not refunded automatically: if you cancel it, or the partner cancels it, our team approves the refund, and it is sent back in the money you paid, from your own country, to the number you paid from. You get back the same share of what you paid as the booking's own refund is of its price, so a full refund returns everything you paid including the exchange margin, and half a refund returns half; the collection fee and the mobile money transfer fee are not refunded, and you never get back more than you paid. The cancellation tiers of the thing you bought decide how much of the price is returned. nzuuno holds the money in your country until the partner is paid; the partner is paid in their own money by us directly. Because the amount is converted, a change in exchange rates after you pay never changes what you paid or what you are refunded.

Keeping your account and your money safe

You are responsible for keeping your sign-in details safe: your password, the codes we send you by SMS or email, your phone and SIM, and the email account and mobile money account linked to your nzuuno account. Do not share them, do not give a code to anyone who asks for it (nzuuno staff never will), and tell us at once at support@nzuuno.com if a phone or SIM is lost or taken, or if you think someone else has your details, so that we can pause your account. Anything done with your sign-in details, including a booking, a payment or a withdrawal, is treated as done by you. nzuuno is not responsible for money, bookings or data lost because someone obtained or used your sign-in details through your own carelessness, such as sharing a code, using a weak or reused password, leaving a signed-in phone unlocked, or being tricked by a message pretending to be nzuuno. We will always try to help you recover what we reasonably can, but we cannot return money that has already been sent out on a request made with your details.

Fraud, money laundering and the law

A refund is sent only for a payment we actually collected, to the account that made the booking, and only where these terms give one; a refund that does not fit that is held for our team to look at first. We may delay, hold, refuse, cancel or reverse a payment, a refund or a withdrawal that we reasonably suspect is linked to fraud, money laundering, sanctions evasion or any other breach of the law, and we may ask you to prove who you are before we release it. We may share what the law or our payment gateway requires with them, with regulators and with the police, and we are not liable for a delay or a refusal made in good faith for these reasons. You must not use nzuuno to move money that is not yours, or to disguise where money came from.

Intellectual property

The nzuuno name, logo, app, and portal (excluding Partner listings and content you submit) belong to Zues Technologies Limited. Nothing here gives you a license to use nzuuno's branding beyond ordinary use of the Service.

Disclaimers

The Service is provided "as is" and "as available." To the fullest extent the law allows, we disclaim all warranties, express or implied, and don't guarantee the Service will be uninterrupted, error-free, or secure, or that any listing is accurate, safe, or lawful. nzuuno isn't responsible for the acts or omissions of a Partner, except where these Terms or your category's terms explicitly say otherwise. Once money has been released to a Partner it is the Partner's money, and nzuuno doesn't guarantee its return except where these Terms say so.

Limitation of liability

To the fullest extent Ugandan law allows, nzuuno's total liability to you for any claim is limited to the greater of the fees you paid us in the 12 months before the claim, or 100,000 UGX. We're not liable for indirect, incidental, or consequential damages. This limit doesn't apply to our own fraud, gross negligence, or willful misconduct, or to anything the law says can't be limited.

Indemnification

You agree to cover nzuuno for any claim arising from your breach of these Terms, your violation of the law, or your misuse of the Service. A Partner separately agrees to cover nzuuno for a claim arising from the service they actually provided to a client.

Suspension and termination

You can delete your account any time from Account settings (a Partner removes their listings and events first). We can suspend or terminate an account immediately for a Terms violation, suspected fraud or abuse, or a legal requirement. Termination doesn't entitle you to a refund of amounts already properly charged, though anything still validly owed to you is still paid out.

Governing law and disputes

These Terms are governed by the laws of the Republic of Uganda. Before filing a claim in court, please contact us at support@nzuuno.com and give us at least 30 days to try to resolve it informally. The courts of Uganda are the place for any claim that cannot be resolved that way, unless the law of the place you live in says you may use your own courts.

Changes to these terms

We may update these Terms. If we make a material change, we'll notify you through the app or by email before it takes effect, continuing to use nzuuno afterward means you accept it. Whichever version was in effect when you made a booking is the one that governs it, even if these Terms are later updated.

Miscellaneous

If any part of these Terms turns out to be unenforceable, the rest stays in effect. Not enforcing a provision once isn't a waiver of it. You can't assign your rights under these Terms without our consent; we can assign ours as part of a merger, acquisition, or sale. Neither of us is liable for a delay caused by something outside our reasonable control, except a payment already due.

Contact

Questions about these Terms: support@nzuuno.com. Zues Technologies Limited, the company that operates nzuuno.

Cancellation & Refund Policy

About these terms

This covers how payments, cancellations, and refunds work across the things you can book on nzuuno: table reservations, performing artiste bookings, travel packages, event tickets, and gym memberships. Each works a little differently because the money involved behaves differently, so read the section for whatever you're booking. Whichever version of these terms was in place when you made a booking is the one that applies to it. Updates here don't change bookings you've already made. If the general terms and a category's own terms say different things about the same booking, the category's own terms apply to that booking.

Table Reservations

Deposits

Most table reservations are free to make and free to cancel. For high-demand nights, a venue may require a deposit at the time of booking, and you'll always see this clearly before you confirm. A deposit is the payment that holds your table. It does not reduce your bill unless the venue tells you otherwise, and it is refunded or released to the venue under the cancellation rules below. These rules are for an ordinary table reservation. A table bought as part of an event, including an event a venue runs at its own premises, is not a reservation: it follows the event ticket terms instead, and is non-refundable like a ticket. Any refund is sent to you less the payment gateway's fees: the collection fee you paid at checkout (3% for a payment in Uganda shillings) is not refunded, and the gateway's fee for sending your refund is deducted from it (UGX 1,000 for refunds up to UGX 50,000; UGX 2,000 up to UGX 300,000; UGX 3,500 up to UGX 750,000; UGX 5,000 above that). A refund under UGX 1,500 can't be sent automatically once that fee is taken out, so our team will settle it with you directly. If you paid from another country, the fees in your own money are set out under "Buying from another country". Refund amounts quoted elsewhere in these terms are before these fees.

Grace period

You can cancel a deposit-backed booking free of charge within 1 hour of making it. If your reservation time is itself within 1 hour of when you book, there's no grace period: the booking is non-refundable from the moment you make it, and we tell you that clearly before you pay.

Cancelling

Outside the grace period: cancel 2 hours or more before your reservation time and your deposit is refunded in full. Less than 2 hours before, or if you don't show up, there is no Cancel button and the deposit goes to the venue, unless the venue chooses to give it back to you. You can also move a booking to another day once, free, up to 2 hours before its time, and a deposit moves with it. Cancelling after a move follows the same rules, counted from the new date. After that you can no longer cancel yourself, but see "Unavoidable circumstances" below.

If the venue cancels

You're refunded in full, automatically.

Confirming your visit

When you arrive, show the venue your booking number. It is in your booking in the app, and only you can see it: the venue's own list shows names only. When the venue types it in, you are checked in. For a table with a deposit that counts as your confirmation, we tell you straight away, and if it is wrong you can report a problem in My Bookings within 12 hours, while the deposit stays held. If the venue does not check you in, then after your reservation time passes we'll ask whether you were seated. Deposits for a venue don't release one at a time: once every deposit-backed booking for that venue on that date has finished its 12 hours, they all release to the venue together. A guest who doesn't answer within 12 hours, or who tells us they weren't seated, is set aside: we hold that deposit and look into it on its own, and it no longer holds up any other guest's booking. If your table was seated but not everyone in your party showed up, that still counts as the venue delivering the booking in full: the table was held and honored, so there's no partial refund for a partial turnout.

New venues

For a venue's first several bookings, a nzuuno admin also spot-checks the release before it goes out, on top of the usual confirmation. This can add a short delay to when the venue is paid, but doesn't change your own refund rights.

What we don't get involved in

We don't adjudicate complaints about food, service, or atmosphere. That's what reviews are for. A genuine safety issue or anything involving the police is different: tell us and we'll step in.

Unavoidable circumstances

If your table is less than 2 hours away and something serious has happened, such as a death, a serious illness, an accident or a legal matter, tell us with the "Something serious?" button on your booking before it starts. We don't apply a fixed rule to these: our team looks into it and works out a fair outcome with you and the venue. Once it has started, nothing can be cancelled or reported, and if something went wrong you tell us when we ask how it went. Whether anything is refunded, and how much, is for our team to decide after looking into it. Nothing in these terms promises a refund in these cases, and our decision is final on how we apply them.

Performing Artiste Bookings

How payment works

A performer may charge different prices for different regions of the country, and the price that applies to you is the one for the region of your event, shown on their profile and in your request. A performer who has not priced a region can still be asked there if they take offers. Once a performer accepts your request (or you accept their counter-offer), the full agreed price moves into escrow, held by nzuuno and not paid to the performer, until the event happens. Any refund is sent to you less the payment gateway's fees: the collection fee you paid at checkout (3% for a payment in Uganda shillings) is not refunded, and the gateway's fee for sending your refund is deducted from it (UGX 1,000 for refunds up to UGX 50,000; UGX 2,000 up to UGX 300,000; UGX 3,500 up to UGX 750,000; UGX 5,000 above that). A refund under UGX 1,500 can't be sent automatically once that fee is taken out, so our team will settle it with you directly. If you paid from another country, the fees in your own money are set out under "Buying from another country". Refund amounts quoted elsewhere in these terms are before these fees.

Grace period

You can cancel free of charge within 1 hour of the booking being accepted. If the event itself is within that hour, there's no grace period: it's non-refundable from the moment it's booked.

If you cancel

Cancel at least 24 hours before the performance starts and the whole price is refunded to you. Less than 24 hours before, nothing is refunded, so there is no Cancel button in the last 24 hours: the full amount goes to the performer, apart from the free cancellation in the first hour after booking and serious reasons, see "Unavoidable circumstances" below.

If the performer cancels

You're refunded in full, automatically. The performer must tell us why they are cancelling, and you will see the reason. There is no penalty charged to you, and nothing for you to do.

No-shows

If the performer doesn't turn up at all, you're refunded in full and their account is suspended pending review.

Confirming the event happened

Afterward, we'll ask whether the performer showed up and delivered the booking. Confirm and payment releases to the performer shortly after.

What we don't get involved in

Complaints about the performance itself (the set wasn't what you expected, timing ran differently) aren't refund grounds through this process; leave a review instead. A genuine safety or legal issue is handled separately.

Unavoidable circumstances

If the performance is less than 24 hours away and something serious has happened, such as a death, a serious illness, an accident or a legal matter, tell us with the "Something serious?" button on your booking before it starts. We review these directly with you and the performer and work out a fair outcome rather than applying the standard rule. Once it has started, nothing can be cancelled or reported, and if something went wrong you tell us when we ask how it went. Whether anything is refunded, and how much, is for our team to decide after looking into it. Nothing in these terms promises a refund in these cases, and our decision is final on how we apply them.

Travel Packages

How payment works

Booking a package moves your full payment into escrow, held by nzuuno and not paid to the operator until your trip has ended. When the trip ends we ask whether it went as planned, and the operator is paid in full, less nzuuno's commission, 12 hours after you confirm. If nobody answers within 12 hours, a nzuuno admin steps in. Any refund is sent to you less the payment gateway's fees: the collection fee you paid at checkout (3% for a payment in Uganda shillings) is not refunded, and the gateway's fee for sending your refund is deducted from it (UGX 1,000 for refunds up to UGX 50,000; UGX 2,000 up to UGX 300,000; UGX 3,500 up to UGX 750,000; UGX 5,000 above that). A refund under UGX 1,500 can't be sent automatically once that fee is taken out, so our team will settle it with you directly. If you paid from another country, the fees in your own money are set out under "Buying from another country". Refund amounts quoted elsewhere in these terms are before these fees.

Grace period

You can cancel free of charge within 1 hour of booking. If departure is within that hour, there's no grace period: it's non-refundable from the moment you book.

If you cancel

Cancel at least 24 hours before departure and the whole price is refunded to you. Less than 24 hours before, nothing is refunded, so there is no Cancel button in the last 24 hours, apart from the free cancellation in the first hour after booking and serious reasons, see "Unavoidable circumstances" below.

If the operator cancels

You're refunded in full, automatically, always: the operator is never paid before the trip has ended, so there is nothing to claw back.

Changing your dates

Some packages have fixed dates set by the operator; a booking on one of these can't be rescheduled, only cancelled under the schedule above and rebooked. Other packages have flexible dates agreed directly with the operator; a booking on one of these can be rescheduled for free, but only once the operator accepts the new date. Your payment isn't affected either way by a reschedule. It only changes which date your trip is confirmed for.

Operator reliability

Every cancellation by an operator is recorded, and an operator that cancels confirmed trips repeatedly can be reviewed and removed from nzuuno. Their verification status and completed-trip history are shown on their listing: that's your best signal of their track record before you book.

Confirming your trip

Once your trip has ended, we'll ask whether it went as planned. Confirm and the operator is paid in full 12 hours later. If it did not, say so and tell us what went wrong: the money stays held while our team looks into it with you and the operator.

What we don't get involved in

Complaints about trip quality (accommodation wasn't as described, the itinerary changed) aren't refund grounds through this process; leave a review instead. A genuine safety or legal issue is handled separately.

Unavoidable circumstances

If your trip is less than 24 hours away and something serious has happened, such as a death, a serious illness, an accident or a legal matter, tell us with the "Something serious?" button on your booking before it sets off. We review these directly with you and the operator and work out a fair outcome rather than applying the standard rule. Once it has set off, nothing can be cancelled or reported, and if something went wrong you tell us when we ask how it went. Whether anything is refunded, and how much, is for our team to decide after looking into it. Nothing in these terms promises a refund in these cases, and our decision is final on how we apply them.

Event Tickets

How payment works

Buying a ticket moves the full price into escrow. Every ticket sold for the same event settles together as one pool, released to the organizer 12 hours after the event ends, with nothing held back. Any refund is sent to you less the payment gateway's fees: the collection fee you paid at checkout (3% for a payment in Uganda shillings) is not refunded, and the gateway's fee for sending your refund is deducted from it (UGX 1,000 for refunds up to UGX 50,000; UGX 2,000 up to UGX 300,000; UGX 3,500 up to UGX 750,000; UGX 5,000 above that). A refund under UGX 1,500 can't be sent automatically once that fee is taken out, so our team will settle it with you directly. If you paid from another country, the fees in your own money are set out under "Buying from another country". Refund amounts quoted elsewhere in these terms are before these fees.

Tickets are non-refundable

Once bought, a ticket isn't refundable, and there is no way to cancel it yourself. This applies to every ticket and every table sold for an event, including an event organized by a venue, with or without tables. The table cancellation and move rules apply only to an ordinary table reservation made outside an event. The only times you're refunded are if the organizer cancels the event, or changes its date, time or venue and you ask within the window below.

Your ticket code

A ticket is a code, and whoever shows it at the door is let in. Keep it to yourself: if you share it, post it or sell it, nzuuno isn't responsible when someone else uses it first, and the ticket can't be replaced or refunded. Buying a ticket from anyone other than nzuuno is at your own risk. The door checks each code against the number of people the ticket covers, so a ticket admits only that many.

If the organizer cancels

Every ticket holder is refunded automatically, with no action needed from you: the moment the organizer cancels, the refunds are sent to the mobile money number you paid with, and you get a notification saying your ticket has been refunded because the event was cancelled. If the organizer's payout for the event has already been released, the event can't be cancelled in the app, and our support team handles refunds for it directly. Any refund is sent to you less the payment gateway's fees: the collection fee you paid at checkout (3% for a payment in Uganda shillings) is not refunded, and the gateway's fee for sending your refund is deducted from it (UGX 1,000 for refunds up to UGX 50,000; UGX 2,000 up to UGX 300,000; UGX 3,500 up to UGX 750,000; UGX 5,000 above that). A refund under UGX 1,500 can't be sent automatically once that fee is taken out, so our team will settle it with you directly. If you paid from another country, the fees in your own money are set out under "Buying from another country". Refund amounts quoted elsewhere in these terms are before these fees.

If the date, time or venue changes

If the organizer changes the event's date or start time, or keeps the same date but changes the venue, you have 12 hours from when that change is recorded to request a full refund, no questions asked. This is a genuine exception to tickets being non-refundable. If you don't request a refund in that window, your ticket is simply valid for the new date or venue.

Movie shows and cinemas

A cinema can list its movie showtimes on nzuuno, each showtime being its own event with its own tickets. A cinema can only sell once a nzuuno admin has verified, from the documents it submitted, that the cinema exists and that the person listing it is authorized to. Until then its showtimes are not shown and cannot be bought. Because a verified cinema has been checked up front, its showtimes are not held for the new-organizer check below. Instead, to show a screening really took place without asking every ticket holder, the cinema must scan at least a quarter of a showtime's tickets at the door. If it doesn't, that showtime's payout waits until a nzuuno admin has confirmed the screening happened. A movie ticket is non-refundable, exactly like any other event ticket: if you do not make the showing, you do not get your money back. The exceptions are the same as for any event. If the cinema cancels the showtime, every ticket holder is refunded the ticket price, automatically. If the cinema changes the showtime's date or time, you have 12 hours from when the change is recorded to ask for a refund of the ticket price. As with every refund on nzuuno, the payment gateway's collection fee is not returned and the fee for sending the refund is deducted. Whether a cinema lets you use a ticket for a different showing is that cinema's own decision, not something nzuuno guarantees. Unlike other events, which are paid 12 hours after they end, a verified cinema is paid for all of a day's showtimes together, 3 hours after the last showtime of that day ends (a cinema's day runs until 5 am, so a late show after midnight counts as the evening before; a showtime whose date was changed is paid only once its 12-hour refund window has closed), and has no part of its payout held back as a reserve afterwards.

New organizers

For an organizer running their first few events on nzuuno, door check-in data alone isn't enough to release payment, since it can be faked by scanning fake tickets. A nzuuno admin also has to confirm the event actually happened before the pool releases, on top of the usual 12-hour timer. This doesn't change your own refund rights, only when the organizer gets paid.

What we don't get involved in

Complaints about the event itself (the lineup changed, it wasn't what you expected) aren't refund grounds through this process; leave a review instead. A genuine safety or legal issue is handled separately.

Unavoidable circumstances

If you had a genuine emergency, contact us. We don't apply a fixed rule to these. We review the situation directly with you and the organizer and work out a fair outcome. Whether anything is refunded, and how much, is for our team to decide after looking into it. Nothing in these terms promises a refund in these cases, and our decision is final on how we apply them.

Gym Memberships

How payment works

Buying a membership from an established gym moves the full price to the gym as soon as your payment clears. No escrow hold, since a membership isn't tied to a single future event the way a ticket or a table is. Any refund is sent to you less the payment gateway's fees: the collection fee you paid at checkout (3% for a payment in Uganda shillings) is not refunded, and the gateway's fee for sending your refund is deducted from it (UGX 1,000 for refunds up to UGX 50,000; UGX 2,000 up to UGX 300,000; UGX 3,500 up to UGX 750,000; UGX 5,000 above that). A refund under UGX 1,500 can't be sent automatically once that fee is taken out, so our team will settle it with you directly. If you paid from another country, the fees in your own money are set out under "Buying from another country". Refund amounts quoted elsewhere in these terms are before these fees.

New gyms

A gym's very first payment starts a 30-day clock. Every payment it receives before that clock ends, including yours, is held in escrow rather than paid out immediately, and all of it releases to the gym together once the 30 days pass. This protects members during a new gym's first month: if it turns out to be fake or shuts down without warning in that window, the money to refund members is still there. Once a gym clears this window, every payment after that releases instantly, same as any established gym.

Memberships are non-refundable

Every membership, daily, weekly, 3-month, 6-month, or yearly, is a one-time, non-refundable payment. There's no cancellation that returns your money, whether you decide not to use it, stop going, or move away. This is disclosed clearly before you pay, so weigh it as part of your decision.

Your membership code

Once payment clears, you get a code to show at the gym's front desk. Your membership starts the first time the gym checks your code, not when you pay, and then runs for its full length (a day pass for 24 hours, a weekly pass for 7 days, and so on). Use it within 90 days of buying: a membership that has not been used by then expires unused and is not refunded. Once it has started, the gym checks the code against its period, not as a one-time use, so you can show it every time you go until it ends.

If a gym closes or can't honor a membership

Contact us. We don't apply a fixed rule to this since it isn't a scheduled cancellation. We review the situation directly with you and the gym and work out a fair outcome. A gym is paid as soon as your payment clears (apart from its first 30 days), so nzuuno cannot promise to return money the gym already has, but we will do what we reasonably can to recover it for you, including from the gym's balance and later payouts. Whether anything is refunded, and how much, is for our team to decide after looking into it. Nothing in these terms promises a refund in these cases, and our decision is final on how we apply them.

What we don't get involved in

Complaints about the gym itself (equipment, cleanliness, class schedules) aren't refund grounds through this process; leave a review instead. A genuine safety or legal issue is handled separately.