Cancellation & Refund Policy

ZoinZo believes in helping its users as far as possible, and has therefore a liberal cancellation policy. This policy outlines how you can cancel or seek a refund for a service that you have purchased through the Platform. Under this policy:

1. Cancellation of a ZoinZo Pro subscription

• Cancellations will be considered if the request is made within 7 (seven) days of the date of purchase of the subscription.
• Where the request is made within this period and the subscription benefits have been used only minimally, the subscription will be cancelled and the amount refunded in full.
• You may also cancel the renewal of a subscription at any time from your account settings. The subscription then remains active until the end of the period already paid for, and is not charged again.

2. Cancellation of a booked ride

• A passenger may cancel a confirmed booking through the Platform at any time before the scheduled departure. Where a contribution has been collected through the Platform, it is refunded in full if the cancellation is made at least 2 (two) hours before the scheduled departure time.
• If the driver cancels the ride, does not arrive, or the ride does not take place for any reason not attributable to the passenger, the entire amount collected through the Platform is refunded to the passenger in full, irrespective of when it is reported.
• Cancellations made less than 2 hours before departure, or after the journey has commenced, are reviewed by our customer service team on a case-by-case basis, and a refund is issued where the team is satisfied that the service was not availed.

3. Service not delivered, or not as described

In case the service you paid for was not delivered, was interrupted, or was materially different from what was described on the Platform, please report it to our customer service team within 7 (seven) days. The team will look into your complaint and take an appropriate decision, and where the complaint is found to be justified, the amount paid is refunded to you.

4. Payment failures and duplicate charges

If an amount has been debited from your account and the corresponding service was not activated, or the same amount has been debited more than once for a single transaction, write to us with the transaction reference and date. Such amounts are refunded in full. Amounts that remain unsettled at the payment gateway are, in most cases, reversed automatically to the original payment method.

5. Matters to be referred to third parties

In case of complaints regarding services provided by a third party through the Platform, including the conduct of a driver or passenger or the condition of a vehicle, please refer the issue to that party. ZoinZo will assist you in doing so, and will take action on the user concerned under the Terms of Use where warranted.

6. How to raise a request, and refund timelines

Requests may be raised with our customer service team at support@zoinzo.in, from the email address registered to your account, along with the transaction reference. You may also request a callback and our team will call you back within one business day, monday to saturday, 10:00 to 18:00 ist.

In case of any refunds approved by ZoinZo, it will take 7 (seven) business days for the refund to be processed to you. Refunds are credited to the original payment method used for the transaction.