Swopmatch

Legal

Refund Policy

Last updated: 2 June 2026

Quick summary

Registration fee

  • Non-refundable once your account has been verified and activated.
  • Fully refundable if we cannot verify your payment within 7 days.

Matching fee

  • Non-refundable once both teachers have paid and contact details have been released.
  • If you pay but the counterpart does not pay before the deadline, you may choose either:
    • Credit toward your next match; or
    • A refund to your nominated EcoCash number.

1. Registration fee

The registration fee covers account creation, payment verification, profile review, identity checks, and listing your placement on the Swopmatch platform.

Once your account has been verified and activated, the registration fee becomes non-refundable because the registration service has been fully provided.

If Swopmatch is unable to verify your payment within seven (7) days of receipt, we will refund the registration fee in full.

Accounts suspended or terminated for breach of our Terms of Service are not entitled to registration fee refunds.

2. Matching fee

A matching fee becomes payable when Swopmatch identifies a potential reciprocal transfer match.

Both teachers will be given a payment window specified in the application (normally 48 hours).

A. Both teachers pay

If both teachers pay within the required period:

  • Swopmatch releases the approved contact details to both parties.
  • The matching service is deemed fully delivered.
  • The matching fee becomes non-refundable.

Swopmatch does not guarantee that a transfer, swap, or placement change will ultimately occur. Any subsequent discussions, agreements, applications, approvals, delays, or refusals by the Ministry of Primary and Secondary Education or any other authority are outside our control and do not qualify for a refund.

B. You pay but the counterpart does not pay

If you pay the matching fee and the counterpart fails to pay before the deadline:

  • The match expires automatically.
  • You may choose either:
    • A credit to be applied to your next eligible match; or
    • A refund to your nominated EcoCash number.

Your selection must be made within thirty (30) days of the match expiry date. If no selection is made within that period, Swopmatch may automatically apply the amount as account credit.

C. You do not pay

If you fail to pay within the specified payment period:

  • The match expires.
  • No refund is owed because no matching fee was received.
  • Your account may be suspended until any applicable reactivation fee is paid.

3. Duplicate or incorrect payments

If you accidentally make a duplicate payment, notify us within thirty (30) days and provide the relevant payment reference numbers.

Verified duplicate payments may be refunded or converted into account credit at Swopmatch's discretion.

4. How to request a refund

  1. Open your dashboard.
  2. Locate the expired match.
  3. Select "Refund to my EcoCash".
  4. Confirm the EcoCash number that should receive the refund.

Refund requests may require identity verification before processing.

Approved refunds are normally processed within five (5) working days.

Swopmatch is not responsible for delays caused by EcoCash, mobile network operators, banks, payment processors, system outages, or events beyond our reasonable control.

5. Fraud prevention

Swopmatch reserves the right to refuse, delay, or reverse a refund request where we reasonably suspect:

  • Fraud;
  • Misrepresentation;
  • Multiple accounts operated by the same person;
  • Payment irregularities;
  • Abuse of the matching system; or
  • Any breach of our Terms of Service.

Accounts involved in fraudulent activity may be suspended or permanently terminated.

6. Disputes

If you believe a payment was processed incorrectly, please contact us within thirty (30) days of the transaction date and provide the relevant payment reference.

We will investigate the matter and respond within a reasonable period.

This Refund Policy shall be governed by the laws of Zimbabwe, and any disputes arising from it shall be subject to the jurisdiction of the courts of Zimbabwe.

7. Chargebacks and payment reversals

Initiating an EcoCash reversal, chargeback, or payment dispute without first contacting Swopmatch to allow us a reasonable opportunity to investigate and resolve the matter may result in:

  • Immediate account suspension;
  • Cancellation of active matches;
  • Permanent account termination; and
  • Recovery of any costs incurred by Swopmatch as a result of the reversal.

8. Limitation of refund rights

Refunds are available only in the circumstances expressly described in this policy.

Except where required by applicable law, no refunds shall be provided for:

  • Successfully completed matching services;
  • User error;
  • Change of mind;
  • Failure to pursue a transfer after receiving contact details;
  • Failure of a transfer application;
  • Ministry decisions, delays, or refusals;
  • Suspension or termination for breach of the Terms of Service.

9. Contact

WhatsApp: 0734 040 955

Email: support@swopmatch.app