Important
This page is a draft that has been through Zappmit’s internal compliance review. It is not yet in effect. It has not been approved by any government body or regulator, and it has not yet been signed off by external legal counsel. Online ordering, payment and delivery are currently disabled on this website.
Zappmit does not promise a fixed refund period on this page. Refunds on online payments move through the payment provider and your bank, whose own turnaround times, including the Reserve Bank of India’s timelines for failed transactions where they apply, are outside Zappmit’s control. The Consumer Protection (E-Commerce) Rules, 2020 require refunds within a reasonable period under the rules of the Reserve Bank of India and other applicable law. A specific Zappmit refund timeline will be published once the payment and operations process that supports it has been confirmed.
This policy does not take away any right you have as a consumer under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. Where the law gives you a better remedy than this page does, the law prevails.
How refunds work in practice today: when you cancel a paid online order, or a merchant or Zappmit cancels it, a refund request is created for you automatically. A refund is then checked and approved by Zappmit staff, using a check by one person and approval by a different person, before it is paid back through the payment provider. For a missing, wrong or damaged item, or a service that was not provided, the app does not yet have a refund request button. Raise it with support or the Grievance Officer and a refund can then be prepared for you.
A. Failed payment
Where a payment fails after an amount has been deducted, that amount is expected to be reversed by the payment provider or issuing bank rather than retained by Zappmit. Zappmit does not promise a fixed refund period on this page. Refunds on online payments move through the payment provider and your bank, whose own turnaround times, including the Reserve Bank of India’s timelines for failed transactions where they apply, are outside Zappmit’s control. The Consumer Protection (E-Commerce) Rules, 2020 require refunds within a reasonable period under the rules of the Reserve Bank of India and other applicable law. A specific Zappmit refund timeline will be published once the payment and operations process that supports it has been confirmed.
B. Duplicate payment
If you are charged more than once for the same order due to a technical or payment-processing issue, the duplicate amount is eligible for reversal once identified and verified.
C. Order cancelled before fulfilment
Where an order is cancelled in accordance with the Cancellation Policy before a merchant or service provider begins fulfilment, any amount paid is eligible for refund.
D. Merchant cancellation
Where a merchant or service provider cancels an accepted order (for example, due to unavailability), any amount paid for that order is eligible for refund.
E. Rider / delivery failure
Where an order cannot be delivered due to a failure on the part of the rider or delivery process (rather than an incorrect address or unavailability of the customer), any amount paid is eligible for refund or re-delivery, as appropriate to the circumstances.
F. Product / service issue
Where goods received or a service performed materially differ from what was ordered, you may be eligible for a refund, subject to review of the complaint and, where relevant, the merchant or service provider's input.
G. Missing item
An item confirmed as ordered but not received is eligible for a refund of the amount paid for that item.
H. Incorrect item
An item that does not match what was ordered is eligible for a refund of the amount paid for that item, or replacement where offered by the merchant or service provider.
I. Damaged item
An item received in a damaged or unusable condition, reported promptly with supporting evidence where requested, is eligible for a refund of the amount paid for that item.
J. Eligible service failure
Where a booked service, such as a Home Service or a Printing job, is not provided as booked through no fault of the customer, the amount paid is eligible for refund. Cab Booking and Doctor Appointments are coming soon and are not available, so this policy does not yet apply to them.
K. Partial refund
Where only part of an order is affected by an eligible issue, a refund may be issued for the affected portion rather than the full order value.
L. Full refund
Where the entire order is affected by an eligible issue, the full amount paid is eligible for refund.
M. Delivery-charge treatment
Whether a delivery charge is refunded alongside an item or order refund depends on the reason for the refund; for example, a delivery charge is generally refundable where the failure lies with delivery or with Zappmit, and may not be refundable where an order is cancelled by the customer after successful delivery.
N. Coupon / promotional treatment
Where an order used a coupon or promotional discount and is later refunded or cancelled, the refunded amount and the treatment of the coupon (including whether it is reissued) will reflect the actual discount applied to that order.
O. Cash on delivery (COD)
If you cancel a cash-on-delivery order before paying, there is no payment to refund. Where you have paid cash and a refund is due, Zappmit can refund it only after the cash has been collected and recorded, and the refund is paid to you by a bank or UPI payout that Zappmit staff approve. It is not returned as cash.
P. Payment-gateway reversal
Refunds to an original online payment method are processed through the relevant payment gateway and are subject to that gateway's and the receiving bank's processing times. Zappmit does not promise a fixed refund period on this page. Refunds on online payments move through the payment provider and your bank, whose own turnaround times, including the Reserve Bank of India’s timelines for failed transactions where they apply, are outside Zappmit’s control. The Consumer Protection (E-Commerce) Rules, 2020 require refunds within a reasonable period under the rules of the Reserve Bank of India and other applicable law. A specific Zappmit refund timeline will be published once the payment and operations process that supports it has been confirmed.
Q. Refund status
The order details in the app show when a payment has been refunded. They do not yet show the refund amount, its reference or its dates, and the app does not yet send a notification when a refund is approved or paid. Until they do, ask customer support for the status of a refund.
R. Customer support
Refund requests and questions can be raised through customer support at contact@zappmit.com.
S. Dispute escalation
If a refund request is declined and you believe it was declined incorrectly, you may escalate it through the process described in Grievance Redressal.
T. Who refunds and what stays payable
Zappmit collects payment through the platform and processes the refund to you. Where the cause lies with the merchant or service provider, Zappmit may recover that amount from them under their agreement, and that is between Zappmit and them. You are not asked to claim from the merchant separately. A cancellation charge, delivery charge or other amount stays payable only where it was shown to you before you confirmed the order or the cancellation, as the Cancellation Policy explains, and it is not kept where the failure was Zappmit's, the merchant's or the rider's.
U. Tax on refunds
When a refund covers part or all of an order, the tax on the refunded part is adjusted as the GST law requires. For a supply invoiced by Zappmit, that is done with a credit note. For a supply invoiced by a merchant, the merchant or, where the law makes Zappmit the party responsible, Zappmit adjusts the invoice. The tax is refunded together with the amount it was charged on.
