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Refunds & Cancellation Policy

Last Updated: December 10, 2025

1. General Principles

This Refunds & Cancellation Policy outlines the terms under which refunds and cancellations are processed on the ZuppiBuy platform, operated by Gpage Technologies Pvt Ltd.

Key Principles:

  • Refunds are processed according to the specific product/service category and applicable vendor terms
  • ZuppiBuy facilitates refund requests but depends on partner vendors for warranty and promotional services
  • Refund eligibility is determined based on the nature of the purchase and usage status
  • All refunds are subject to verification and approval

This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

2. Refunds for Warranty Purchases

Warranties purchased through ZuppiBuy are provided by third-party warranty vendors. Refund eligibility is subject to the vendor's terms and conditions.

2.1 Refund Window

You may request a refund within 7-14 days of purchase if:

  • The warranty has not been activated or used
  • No claim has been initiated
  • The item is within the eligible return period as per vendor terms

2.2 Post-Claim Refunds

If a warranty claim has been initiated:

  • Refunds are subject to warranty vendor assessment and approval
  • Partial refunds may be issued if the claim is partially fulfilled
  • Refund processing time depends on vendor investigation (typically 14-30 days)

2.3 Partial Cancellations

If you purchased warranty for multiple items and wish to cancel some:

  • Partial refunds may be granted if the vendor agrees
  • Unused warranties can be refunded within the refund window
  • Pro-rata refunds are not typically available unless specified by the vendor

⚠️ Important Note:

Warranty refunds are ultimately governed by the third-party warranty provider's terms. ZuppiBuy facilitates the process but cannot guarantee refunds if the vendor denies the request.

3. Refunds for Promotion Packages / Boosts

Promotional packages enhance listing visibility through featured placements, priority search rankings, and extended display periods.

3.1 Non-Refundable Once Activated

Promotional packages are generally non-refundable once activated. This includes:

  • Listing boosts that have gone live
  • Featured placement packages that have started displaying
  • Priority visibility services that have been applied

3.2 Refund for Platform Errors

If your promotional package was not activated within the specified timeframe due to platform errors, you are eligible for:

  • Full refund to your original payment method, OR
  • Platform credit of equal or greater value for future use

3.3 Visibility Not Delivered

If promotional visibility was not delivered as promised due to technical issues on our end:

  • You may request a refund or credit
  • Provide evidence (screenshots, listing analytics) of non-delivery
  • Our team will investigate and issue appropriate compensation

3.4 Refund Process

  1. Raise a support ticket through the app or website
  2. Provide transaction ID, promotion details, and description of the issue
  3. Our team will review within 7-14 business days
  4. Decision notification will be sent via email/in-app notification
  5. Approved refunds processed within 7-14 business days

💡 Tip:

Before purchasing promotional packages, review the package details, duration, and terms carefully. Once activated, refunds are not available unless there is a platform fault.

4. Refunds for Listing Fees / Subscriptions

If ZuppiBuy charges listing fees or offers subscription plans, the following refund terms apply:

4.1 Trial Period

If a free trial period is offered:

  • Cancel anytime during the trial to avoid charges
  • No refunds for paid subscriptions started after trial expiry

4.2 Subscription Refunds

Subscription refunds depend on the plan type:

  • Monthly Plans: Refunds within 7 days of first charge (prorated)
  • Annual Plans: Prorated refunds available within 30 days of purchase
  • No refunds for partial month usage after 7-day window

4.3 Prorated Refunds

For annual or long-term subscriptions:

  • Refunds calculated based on unused subscription period
  • Cancellation becomes effective at the end of the billing cycle
  • No charges for the next billing period

4.4 Listing Fee Refunds

If you pay per listing:

  • Refunds available if listing was not published due to platform error
  • No refunds once listing goes live
  • No refunds for listing removals due to policy violations

5. Refunds for Buyer Purchases (Marketplace Transactions)

If ZuppiBuy processes payments for goods sold between buyers and sellers (marketplace escrow model), the following applies:

5.1 Return Eligibility

Returns and refunds may be granted if:

  • Item received is significantly different from listing description
  • Item is damaged or defective upon delivery (not disclosed by seller)
  • Item was not delivered despite payment confirmation
  • Item is counterfeit or misrepresented

5.2 Return Window

Buyers must initiate return requests within:

  • 48-72 hours of delivery for physical defects
  • 7 days for significant description mismatches
  • Return window may vary based on item category and seller policy

5.3 Inspection & Proof Requirements

To process a refund, buyers must provide:

  • Clear photos/videos of the item condition or defect
  • Transaction ID and order details
  • Evidence of communication with seller
  • Original packaging (if applicable)

5.4 Shipping Responsibility

Return shipping costs:

  • Seller's fault: Seller bears return shipping cost
  • Buyer's remorse: Buyer bears return shipping cost (if returns accepted)
  • Platform may facilitate but does not cover shipping costs unless at fault

5.5 Refund Process

  1. Buyer initiates return/refund request through platform
  2. Seller is notified and given 48-72 hours to respond
  3. ZuppiBuy reviews evidence from both parties
  4. Decision made within 7-14 business days
  5. If approved, item must be returned for inspection (when applicable)
  6. Refund issued upon successful return verification

🚫 Non-Refundable Cases:

  • Buyer's remorse without valid reason (unless seller accepts)
  • Item used extensively after purchase
  • Damage caused by buyer misuse
  • Return request outside the specified window

6. Chargebacks & Payment Disputes

If you dispute a charge with your bank or payment provider (chargeback), the following process applies:

6.1 Notification

We will be notified by our payment gateway and will contact you to understand the issue.

6.2 Cooperation

We will cooperate with the payment gateway investigation by:

  • Providing transaction records and proof of service delivery
  • Submitting relevant communications and evidence
  • Responding to queries within required timeframes

6.3 Fund Hold

During a chargeback investigation:

  • Disputed funds may be held pending resolution
  • Account services may be temporarily restricted
  • Additional verification may be required

6.4 Resolution Timeline

Chargeback investigations typically take 30-90 days depending on the payment provider and bank.

6.5 Consequences of Chargeback Abuse

Fraudulent or abusive chargebacks may result in:

  • Account suspension or permanent ban
  • Legal action to recover costs
  • Reporting to fraud prevention agencies

📧 Before Initiating a Chargeback:

Please contact our support team first at support@zuppibuy.com. Most issues can be resolved faster through direct communication rather than through bank disputes.

7. Refund Method & Timeline

7.1 Refund Method

Refunds will be processed using the following priority:

  1. Original Payment Method: Credit/Debit card, UPI, Net Banking (where possible)
  2. ZuppiBuy Wallet Credit: If original method is unavailable or at user's request
  3. Bank Transfer: For large amounts or when other methods fail

7.2 Processing Timeline

Once a refund is approved:

  • Wallet Credit: Instant to 24 hours
  • UPI/Cards: 5-7 business days
  • Net Banking: 7-10 business days
  • Bank Transfer: 10-14 business days

Note: Actual refund time may vary depending on your bank or payment provider's processing time.

7.3 Refund Confirmation

You will receive notifications at each stage:

  • Refund request received and under review
  • Refund approved or denied (with reason)
  • Refund initiated
  • Refund completed (with transaction reference)

8. Documentation Requirements

To ensure smooth refund processing, please provide the following when submitting a refund request:

  • ✓ Transaction ID / Order ID
  • ✓ Listing ID (if applicable)
  • ✓ Clear photos or videos showing the issue or defect
  • ✓ Screenshots of communication with seller/support
  • ✓ Purchase receipt or payment confirmation
  • ✓ Detailed description of the issue and reason for refund
  • ✓ Original packaging (for product returns)

Incomplete documentation may delay processing or result in denial of the refund request.

9. Non-Refundable Items & Services

The following are generally non-refundable unless otherwise stated or required by law:

  • 🚫 Coins Purchases: Virtual coins bought with real money (non-transferable, no cash value)
  • 🚫 Activated Promotional Packages: Once boost/promotion goes live
  • 🚫 Used Subscription Periods: Partial month usage after refund window
  • 🚫 Manual Service Fees: Charges for custom support or special services
  • 🚫 Listing Fees: Once listing is published
  • 🚫 Digital Products: Downloaded or accessed digital content
  • 🚫 Services Already Rendered: Completed KYC verification, warranty claims processed

Exceptions may apply if non-delivery or platform fault is proven.

10. Escalation & Appeals

If you are not satisfied with the refund decision, you have the right to escalate:

10.1 Escalation Process

  1. Reply to the refund decision email stating your reasons for disagreement
  2. Provide any additional evidence or documentation
  3. Request escalation to senior support or grievance officer
  4. Your case will be reviewed by a different team member

10.2 Escalation Timeline

Escalated cases are typically reviewed within 7-14 business days.

10.3 Final Decision

After escalation review, the decision is considered final unless:

  • New evidence emerges
  • Legal proceedings are initiated
  • Consumer forum or regulatory authority intervenes

10.4 External Dispute Resolution

If you remain unsatisfied after escalation, you may:

  • File a complaint with the consumer forum as per Consumer Protection Act
  • Contact our grievance officer (see contact details below)
  • Seek legal advice for dispute resolution

11. Contact & Support

For refund requests, questions, or concerns about this policy, please contact us:

General Support

Email: support@zuppibuy.com

Phone: +91 [Phone Number]

In-App: Submit ticket through Help & Support section

Refund Inquiries

Email: refunds@zuppibuy.com

Response Time: Within 24-48 hours

Grievance Officer

Name: [Grievance Officer Name]

Email: grievance@zuppibuy.com

Response Time: Within 30 days

Registered Office

Company: Gpage Technologies Pvt Ltd

Address: [Registered Office Address]

12. Changes to This Policy

We may update this Refunds & Cancellation Policy from time to time to reflect changes in our services, processes, or legal requirements.

How we notify you:

  • Updated "Last Updated" date at the top of this page
  • In-app notification for material changes
  • Email to registered users for significant policy changes

Continued use of ZuppiBuy after changes become effective constitutes acceptance of the updated policy.

By using ZuppiBuy, you acknowledge that you have read, understood, and agree to this Refunds & Cancellation Policy.

For any questions or clarifications, please don't hesitate to contact our support team.