This Policy describes how Zuta authorizes and processes payments. It applies in addition to our Terms and Conditions and to the vertical-specific refund / cancellation / damage policies.
1. Processors
Zuta uses third-party payment processors to authorize, capture, and reconcile payments. Currently supported processors include:
- Stripe (card payments, where supported, with off-session capability for verified post-stay charges in Stays).
- MTN Mobile Money (MoMo) in supported markets (Liberia and others as we expand). MoMo today is on-session: each charge requires the user to approve via PIN.
- Paystack in supported markets.
Additional processors may be added in future versions. The available set is shown to you at checkout based on your country and the order or booking total.
2. What You Authorize
By placing an order on Shop, an order on Eats, or a booking on Stays, you authorize Zuta to charge your selected payment method for:
- the order or booking total;
- applicable taxes;
- platform service fees;
- delivery fees;
- payment-processor fees, where the price disclosed at checkout is the final total inclusive of those fees;
- tips, where you have added one;
- any other charges disclosed to you before you confirm.
Final amounts are shown on the confirmation screen before you complete the transaction.
3. Currency
Prices are shown in the currency configured for your selected market. Where your payment method is denominated in a different currency, the conversion is performed by your card issuer or the processor; Zuta does not set the exchange rate.
4. Failed Payments
If your payment fails (insufficient funds, card declined, MoMo PIN entry timeout, processor outage, etc.) the order or booking may be cancelled or held pending retry. We may retry once or twice automatically; further retries require you to take action in-app.
5. Refunds
Refunds are issued to the original payment method where possible. Timing varies by processor — typically 5–10 business days for cards, faster for mobile money. The applicable refund / return / cancellation policy for your vertical governs whether a refund is owed; this Policy governs the mechanics.
6. Saved Payment Methods and Off-Session Use
You may, where supported, save a payment method to your account to make future checkouts faster. Saved payment methods are tokenized by the processor; Zuta does not store full card numbers.
By saving a payment method and by booking on Zuta Stays, you authorize Zuta to use that payment method for off-session charges only in the following narrow case:
- Verified Stays damage charges that Zuta has approved per the Stays Damage and Guest Responsibility Policy after host claim, guest response window, and administrative review.
Off-session charges do not apply to ordinary purchases on Shop or Eats — those always require a fresh on-session payment confirmation. Off-session capability depends on the processor: it is currently available for cards via Stripe, and not available for MTN MoMo, Paystack, or any other processor in production. Where off-session is unavailable for your saved method, Zuta will request payment via a payment-request link rather than charge automatically.
You may remove a saved payment method at any time. Removal does not affect the validity of any approved damage charge already in flight.
7. Disputes and Chargebacks
If you believe a charge is incorrect, please file a dispute through in-app support first. Filing a chargeback with your bank or card issuer before doing so may delay resolution and limit eligibility under the relevant Zuta refund / damage policy. You agree to cooperate in good faith with chargeback investigations and to provide reasonable evidence on request.
Zuta reserves the right to suspend the account, hold or reverse Seller payouts, and pursue collection of legitimately owed amounts where chargeback abuse is detected.
8. Taxes
Where Zuta is required to collect tax (VAT, GST, sales tax), the price you see at checkout will include or itemize the tax as required by law. Where a Seller is responsible for collecting and remitting tax, Zuta facilitates that mechanically but the Seller remains the taxpayer.
9. Receipts
A receipt is delivered in-app and by email after each successful charge or refund. The receipt includes the order or booking reference, processor reference, amount, and applicable tax breakdown.
10. Changes to This Policy
We may update this Policy. Material changes are versioned and may require re-acceptance before your next transaction.