Refund & Cancellation Policy
Clear, fair rules for cancellations and refunds.
This Refund & Cancellation Policy applies to payments made on the ZOPERZ Platform, operated by ZOPERZ Private Limited. All eligible refunds are processed to your original payment method through our gateway partner, Razorpay Software Private Limited.
1. Repair bookings
- Before a Partner is assigned or en route: you may cancel free of charge and receive a full refund of any amount paid.
- After a Partner is assigned / en route: a visitation or diagnostic charge may be deducted, with the balance refunded. The applicable charge is shown before you confirm.
- After the service is completed: completed services are generally non-refundable, except where the work is defective or not as described (see Disputes below).
2. AMC plans
Annual Maintenance Contract (AMC) plans may be cancelled within 7 days of purchase for a full refund, provided no service under the plan has been availed. After 7 days, or once a service has been used, refunds are calculated on a pro-rata basis at our discretion, less any services already delivered.
3. Second-hand marketplace
For marketplace purchases, payment is held in escrow and released to the seller only after the item is delivered and accepted. If an item is not delivered, or is materially not as described, the amount held in escrow is refunded to the buyer following our resolution process.
4. ZopCoins
ZopCoins have no physical cash value and cannot be exchanged for money, but can be redeemed against any service on the ZOPERZ platform. They are non-refundable and cannot be exchanged for money. If a transaction that earned ZopCoins is refunded, the corresponding ZopCoins may be reversed.
5. Failed or duplicate payments
If money is debited but your booking is not confirmed, or you are charged more than once for the same transaction, the excess or failed amount is refunded automatically. Bank refunds typically reflect within 5 to 7 business days, depending on your bank or payment provider.
6. Refund timelines
Once a refund is approved, we initiate it to Razorpay immediately. The amount is credited back to your original payment method, usually within 5 to 7 business days. The exact time depends on your bank, card issuer or UPI provider, which is outside our control.
7. How to request a cancellation or refund
To cancel a booking or request a refund, you can:
- use the cancel/refund option on the relevant order in the ZOPERZ app; or
- email us at support@zoperz.com with your order ID and reason.
8. Disputes
If a completed service is defective or not as described, raise it within a reasonable time and we will review the matter fairly, which may include re-service, partial or full refund depending on the outcome. This policy should be read together with our Terms & Conditions.
9. Contact us
For any refund or cancellation query, contact support@zoperz.com or visit our Contact page.