Refund & Cancellation Policy

1. Who refunds what

Refunds for goods and services are the responsibility of the merchant who sold them and are processed by the merchant's payment aggregator back to the original UPI handle or bank account. ZeroPay does not hold customer funds and therefore cannot issue a refund on a merchant's behalf.

2. Cancelling before payment

A customer may tap Cancel on the WhatsApp order summary, or simply not pay. The order is marked cancelled or left unpaid, no money is collected, and reserved stock is released.

3. Failed or pending payments

If a UPI payment fails, the order stays unpaid and the customer can request a fresh link. If an amount is debited but the order does not show as paid, the payment aggregator's auto-reversal normally credits the customer within T+1 working days, and in any case within the timelines prescribed by the RBI Harmonisation of Turn Around Time framework for failed transactions.

4. Duplicate debits

Duplicate or excess debits are reversed by the aggregator once identified. Customers should raise the issue with the merchant with the UPI reference number; merchants can look up the transaction reference on the Orders page.

5. Merchant refund timelines

• Refund approved by merchant: initiated within 3 working days.
• Credit to customer account: typically 5–7 working days after initiation.
• Partial refunds are permitted where only part of an order is returned.

6. Disputes

UPI disputes follow NPCI dispute resolution rules through the customer's bank or UPI app. Unresolved complaints against a regulated entity may be escalated under the RBI Integrated Ombudsman Scheme, 2021. Complaints about the ZeroPay platform itself go through Grievance Redressal.

7. Platform subscription fees

Platform fees paid to ZeroPay are billed for the period in advance and are non-refundable for a period already begun, except where required by law or where we have failed to deliver the service. You may cancel at any time to stop future billing.