Refund And Cancellation Policy

1. 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 LegalPay Technology 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.

2. 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 initiated through the platform.

• C. Exemptions and Exclusions: Outlines scenarios where refunds or cancellations may not be applicable.

3. 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.

4. Refund Policy

• A. Eligibility for Refunds

  Refunds will be initiated and processed under the following circumstances:

  a) Transaction for services is unsuccessful due to technical/server, or operational errors on zavo’s part or any other reason attributable to zavo or its partnered companies/NBFCs.

  b) Erroneous or duplicate payments made via the zavo platform.

• B. Exclusions from Refunds

  Refunds will not be applicable in the following scenarios:

  a) Services have already been fully availed or initiated.

  b) Refund requests fall outside the eligibility criteria specified under this Policy.

  c) The request violates zavo’s Terms and Conditions or applicable contractual obligations.

• C. Refund Process

  • a) Customers must submit a refund request via:

    • Customer support email: info@thezavo.com; or,
    • The designated refund section on the zavo platform.

  • b) Requests must include:

    • Transaction ID or reference number and customer details.
    • Reason for the refund request.
    • Supporting documentation (if applicable).

  • c) Refund requests will be acknowledged within 2 (two) business days, and processing will be completed within 12 (twelve) to 17 (seventeen) business days, subject to verification.

• D. Refund Method

  Transactions effectuated through UPI/Credit Card/Debit Card shall be refunded to the original Source Account within the specified maximum timeline of 17 (seventeen) business days; if transactions are effectuated through Net banking or eNACH mandate, the amount shall be refunded to the Source Primary Account.

5. 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.

6. 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.

7. 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.

8. 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