Refund And Cancellation Policy
Purpose:
This Refund and Cancellation Policy (hereinafter "the Policy") establishes a structured framework for handling refund and cancellation requests related to the services offered by zavo, launched under the aegis of Zavo Nexus Private Limited (hereinafter "the Company"). The Policy ensures transparency, fairness, and compliance with applicable legal and regulatory requirements, and consumer protection laws.
The purpose of this Policy is to provide clarity on the eligibility criteria, processes, and timelines for refunds and cancellations, while maintaining the highest standards of customer satisfaction and operational efficiency.
Scope
This Policy applies to all customers, merchants, and partners interacting with zavo’s products, services, or platform, covering:
- A. Refund Requests:
- Applicable to situations where customers seek reimbursement for payments made via the zavo platform. B. Cancellation Requests:
- Pertains to requests for cancelling transactions, subscriptions, or services. C. Exemptions and Exclusions:
- Scenarios where refunds or cancellations may not apply.
Objectives:
The zavo aims to establish a refund and cancellation process that reflects its commitment to:
- A.Transparency
- To establish defined processes for refund ensuring customers have clear and accessible information regarding refund and cancellation, in case of an error while processing the transaction or in case if the product or service is defective B.Equity
- Provide fair treatment to all refund and cancellation requests in compliance with contractual terms and applicable laws. C.Timeliness
- Resolve requests within predefined timelines to maintain customer satisfaction and trust.
Refund Policy
A. Eligibility for Refunds
Refunds will be initiated under circumstances such as technical errors, operational failures, or duplicate transactions attributable to zavo.
B. Exclusions from Refunds
Refunds will not apply where services are fully availed or requests violate zavo’s Terms and Conditions.
C. Refund Process
Refund requests must be submitted via customer support email or the designated platform section and will be processed within defined timelines.
D. Refund Method
Refunds will be credited back to the original source account within applicable timelines depending on the payment mode.
Cancellation Policy
A. Cancellation Eligibility
In app subscriptions, once availed successfully cannot be cancelled; for all successful transaction carried out through our partnered companies/ NBFCs, customers may connect with the respective teams of the said service provider; zavo shall not be liable to process such cancellation requests.
General Conditions
A. Processing Timelines
Refund requests will be processed within the timelines outlined in this Policy. Any delays caused by unforeseen circumstances or dependencies on third-party service providers will be communicated to the customer promptly. The zavo shall not be liable for any delay caused by third-party service providers.
B. Customer Obligations
Customers must provide accurate and complete information when submitting refund requests. Failure to do so may result in delays or rejection of the request.
C. Dispute Resolution
a) In case of a dispute regarding refunds or cancellations, zavo will endeavour to resolve the matter amicably.
b) Disputes that cannot be resolved internally may be escalated as per zavo’s Grievance Redressal Policy.
Policy Review
This Policy will be reviewed periodically by zavo’s Compliance Officer to ensure alignment with evolving legal, regulatory, and operational requirements. Amendments will be submitted to the Board of Directors for approval, and updates will be communicated to customers through official channels.
Acknowledgment
By using zavo’s services or platform, customers acknowledge; understanding and acceptance of this Refund and Cancellation Policy.
Contact Information
For refund inquiries, customers may contact
Email: info@thezavo.com
Phone: 1800 313 163 163