PLEASE READ THESE CANCELLATION AND REFUND TERMS CAREFULLY. BY SUBSCRIBING TO OR BOOKING THE SERVICES THROUGH THE PLATFORM, YOU AGREE TO BE BOUND BY ALL OF THE BELOW CANCELLATION AND REFUND TERMS.
This website (https://zafabit.com/) and its corresponding mobile applications under the name and style ‘Zafabit’ (collectively, the "Platform") are owned, operated, and made available by Arrowlogicx Tech Pvt Ltd, with its operating presence in Kakkanad, Kochi, Kerala (hereinafter referred to as "Company", "we", "us", and/or "our", which term shall include our assignees and/or successors-in-interest).
This is a legal agreement between you (the person using, accessing, or availing of the Services, hereinafter referred to as "you" or "User" as per the context) and us. It forms an integral part of the Terms of Use. By accepting the Terms of Use, the terms and conditions mentioned in this cancellation and refund policy ("Cancellation and Refund Policy") are deemed to be accepted and agreed upon by the User in their entirety.
Please read this Cancellation and Refund Policy carefully before availing of our Services through the Platform and making payment of the Fee. This Cancellation and Refund Policy is applicable in the event of you choosing to avail the Services and making payment of the Fee for the same. We request you to also go through the Privacy Policy available at https://zafabit.com/legal/privacy-policy and the Terms of Use available at https://zafabit.com/legal/terms-and-conditions carefully before you decide to avail the Services. This Cancellation and Refund Policy, the Privacy Policy, and the Terms of Use together constitute a legal agreement (collectively, the "Agreement") between you and the Company. All capitalized terms used in this Cancellation and Refund Policy and not specifically defined herein shall have the meaning ascribed to such terms in the Terms of Use.
1. APPLICABILITY AND AMENDMENT
1.1 Service Provision
The Company, through the Platform, facilitates the provision of Hyperlocal Housekeeping, Nanny, and Mother Wellness Services, including the Multiple Booking and Recurring Booking Facility ("MBRB Facility"), through a network of Service Partners trained and verified by us on a best-effort basis, on an on-demand basis ("Services"), for Fees (as defined in the Terms of Use). This Cancellation and Refund Policy is applicable to any Fee paid or payable by you for availing the Services offered by the Service Partner and/or the Company. Your payment of the Fee signifies your acceptance of the Agreement and your consent to be legally bound by the same. If you do not agree to be bound by the terms of the Agreement, you should not make payment of the Fee or avail of the Services.
1.2 Booking Binding
By initiating a request for the booking of Services through the Platform, you agree to be bound by the terms in this Cancellation and Refund Policy. If you do not agree with the terms of this Cancellation and Refund Policy, you are advised not to go ahead with the booking of the Services through the Platform.
1.3 Right to Amend
We reserve the right to modify, alter, or amend this Cancellation and Refund Policy, for any reason, at any time, and your continued availment of the Services will be deemed as your acceptance of such amendment. To make sure you are aware of any such changes, please review this Cancellation and Refund Policy periodically.
1.4 Conflict Resolution
In case of any inconsistencies or conflicts between the general Terms of Use and this Cancellation and Refund Policy, this Cancellation and Refund Policy shall prevail to the extent of such inconsistencies or conflicts, and the Company's decision in relation to such conflict, dispute, or inconsistency shall be final and binding.
2. TERMS OF CANCELLATION
2.1 No-Cost Cancellation & Rescheduling
You may cancel or reschedule any booking made for the availment of the Services via the Platform up to 30 (thirty) minutes prior to the allotted time slot for such booking ("No-Cost Cancellation Period"). Any booking cancellation or reschedule request made prior to the No-Cost Cancellation Period can be rescheduled to another available slot on the same day or the next day only.
2.2 Late Cancellation Penalties
If you cancel or reschedule a booking within the 30-minute window prior to the allotted time slot (i.e., after the No-Cost Cancellation Period has expired), or if you fail to avail of the Services at the allotted time slot due to reasons directly or indirectly attributable to you, the booking will be considered cancelled late. In such events, you shall be charged a cancellation fee of 100% (One Hundred Percent) of the Fee, levied at our sole discretion.
2.3 Cancellation Fulfillment Flow
On receipt of a valid cancellation request within the No-Cost Cancellation Period (pursuant to Clause 2.1), we will coordinate to process the request. At your explicit direction, we will either:
Initiate a refund of the Fee paid by you, where you will be given the option to receive the credit either in your Zafabit Wallet or your original source payment account; or
Rebook another available slot for the same Services at a later point.
Note: A direct monetary refund to the source account or wallet under Clause 2.3(1) will only be processed if the customer explicitly declines to reschedule the booking for a later slot.
For the purpose of the MBRB Facility, a rescheduling request under Clause 2.1 shall only be available twice per slot under a singular MBRB order. Any subsequent rescheduling requests raised by the customer over and above this threshold of twice per slot shall be treated as a late cancellation under Clause 2.2, and will be subject to a cancellation fee of 100% of the Fee allocated for that specific slot.
2.4 Cash on Delivery (COD) Cancellations
In cases where a customer opts to make payment of the Fee via cash/pay-later mechanisms, and cancels the booking after the Service Partner has already arrived at their premises or after the expiration of the No-Cost Cancellation Period, a cancellation charge equal to 100% of the Fee payable will be systematically tied to the customer’s profile and charged automatically at the time of their next booking.
2.5 Company Rights to Cancel
The Company reserves the right to cancel a booking immediately under the following circumstances:
(a) There is a booking submitted without a verifiable physical address; or
(b) The booking is determined, in the sole opinion of Zafabit, to have been made maliciously by a competitor or its affiliate; or
(c) You call our support desk to cancel the booking, subject to standard timing parameters; or
(d) You are completely unreachable within 15 (fifteen) minutes of the scheduled slot time, or the assigned Service Partner has waited outside your designated location for 15 (fifteen) minutes without any response or access entry from your end; or
(e) Zafabit is unable to service the booking due to systemic supply shortages, regional disruptions, or the unavoidable unavailability of a Service Partner; or
(f) If the financial transaction cannot be securely completed due to reasons entirely outside the control of Zafabit.
2.6 Fees on Company Cancellations
You shall be charged a 100% cancellation fee for scenarios listed in Clause 2.5 (a) through (d). In the event of company-enforced cancellations under Clause 2.5 (e) or (f), the Company will, at its sole discretion, offer a complete refund to the source account/wallet or seamlessly reschedule the booking at no additional cost.
3. TERMS OF REFUND
3.1 Non-Refundable Policy
Subject to any other terms explicitly provided under this Cancellation and Refund Policy, all Fees paid by you for any of the Services availed through the Platform are structurally non-refundable, unless otherwise specifically provided for herein.
3.2 Criteria for Refund Requests
A formal refund request must be raised through the Platform within 3 (three) hours from the end of the booked service slot (including individual slots under an MBRB order). You explicitly understand that a refund request can only be initiated in the case of a distinct deficiency of service, restricted to the following scenarios:
(i) Complete Failure to Deliver: Complete failure to deliver the service, whether due to a total no-show by the assigned staff or other critical logistical breakdowns.
(ii) Delayed Arrival: A late show by the Service Partner where such delay has a demonstrable, adverse impact on the quality or feasibility of the execution—applicable only where the Service Partner arrives at the designated address later than 30 (thirty) minutes after the allotted time slot, provided that the address and access instructions provided by you were fully accurate.
(iii) Service Deficiency: Substantial dissatisfaction with the performance metrics of the service provided, where such dissatisfaction is directly attributable to a demonstrable error, structural omission, or clear deficiency in service delivery by the Service Partner, as determined and validated upon review by the Company.
3.3 Wallets and Coupons Exclusion
The Company will not issue any refunds, cashbacks, or reversals for voluntary Zafabit Wallet top-ups, recharges, or payments made to acquire promotional coupons, corporate discounts, bundled offers, trial packages, or subscription membership programs offered on the Platform.
3.4 Liability Cap
In addition to cancellations handled under Clause 2, you will be eligible for a partial or full refund of the Fee paid only on account of validly proven reasons outlined in Clause 3.2, or in the case of an un-cleared double/extra payment processing error evidenced by the Company’s payment gateway logs. You hereby acknowledge and agree that the maximum aggregate liability of the Company towards any refunds payable to you under any circumstances shall be strictly limited up to the exact Fee amount paid by you for that specific service booking slot.
3.5 Discretionary Remedies
In case you initiate a request for a refund due to reasons mentioned in Clause 3.2, the Company may, on a purely discretionary case-by-case basis, choose to offer a free or heavily discounted compensatory Service slot, or process a standard refund of either the full or partial amount of the Fee paid. Approved refunds will be channeled back to your original source payment account or credited to your Zafabit Wallet, based on your preference.
3.6 Processing Window & Third-Party Aggregators
We utilize third-party payment aggregators, banks, and payment gateways to handle fee captures and refund credits. Any refund amount approved in accordance with this policy shall be processed and credited to your source account or Zafabit Wallet within 7 (seven) business days. You understand and agree that Zafabit will not be held responsible or liable for any processing delays, banking clearing holds, or non-receipt of funds resulting from incorrect source account details provided by you, or due to structural transmission errors at the payment aggregator’s or settlement bank's end.
4. CUSTOMER SUPPORT TEAM
If you experience any operational grievances, platform payment issues, or clear discrepancies with respect to the refund of a Fee for any Service availed through the Zafabit app, you can instantly reach out to our dedicated support team or formal Grievance Officer at support@zafabit.com, as outlined in the Platform Terms of Use.
5. ELECTRONIC RECORD
This document is an digital electronic record generated in terms of the Information Technology Act, 2000 and the consumer protection and e-commerce rules framed thereunder as applicable, along with amended provisions pertaining to electronic records across subsequent statutes. This electronic record is generated automatically by a secure computer system and does not require any physical, manual, or digital signatures to be fully effective and binding.
BY CLICKING "I ACCEPT" OR SECURELY SUBMITTING A PAYMENT FEE ON THE PLATFORM, YOU AGREE THAT YOU HAVE READ THIS CANCELLATION AND REFUND POLICY IN ITS ENTIRETY AND UNCONDITIONALLY AGREE TO BE BOUND BY ALL OF THE PROVISIONS CONTAINED ABOVE.