Refunds and cancellation

1. What this policy covers

This policy applies to every purchase of Zanoo — subscriptions, add-ons, credit packs and onboarding services — made from Codexlab Enterprise Private Limited through zanoo.in, the app at app.zanoo.in, or an invoice we raise directly.

Zanoo is a digital software-as-a-service product. Nothing is shipped, so there is no physical return. “Returns” here means cancelling access and, where this policy allows, refunding what you paid. This policy forms part of our Terms & Conditions.

Purchases made through a reseller, marketplace or partner are governed by that party’s refund policy — please raise the request with them.

2. The short version

Each row is explained below. Where this summary and the detailed sections differ, the detailed sections apply.

3. How to cancel a subscription

You can cancel at any time — there is no lock-in and no cancellation fee.

1. Open Settings → Billing in app.zanoo.in and choose Cancel subscription; or
2. Email support@zanoo.in from your registered address with your workspace name and, if you have it, the order number.

Cancellation is effective when we confirm it in writing or in-app. Please cancel at least 48 hours before your renewal date — a renewal already initiated with the bank or gateway may not be stoppable, though we will refund it under section 6 if it goes through after a timely cancellation request.

• Auto-renewal and mandates. Cancelling also cancels the recurring mandate / standing instruction for that subscription. You may additionally revoke it in your bank or UPI app.
• Access after cancellation. You keep full access until the end of the period you have already paid for, unless you ask us to end it sooner.
• Your data. Export your conversations, contacts and templates before the term ends. We keep workspace data available for 30 days after the subscription ends, then delete or irreversibly anonymise it within 90 days, subject to legal retention duties.
• Downgrades are not cancellations — they take effect at the next renewal and are not refundable against the current term.

4. 7-day satisfaction window on your first subscription

If Zanoo is not right for you, tell us within 7 calendar days of your first paid subscription payment and we will refund that payment in full.

To keep this fair for everyone, the window applies where:

• it is the first paid subscription on your workspace or organisation — not a renewal, an upgrade, or a repeat purchase after an earlier refund;
• usage during the window is consistent with evaluation rather than production sending — as a guide, under 10% of your plan’s included message or conversation volume; and
• the request comes from the registered account email within the 7 days.

Where usage exceeds the evaluation guide, we will still consider a prorated refund on the unused portion. Amounts already incurred with Meta, and onboarding or migration services already delivered, are outside this window. If you used a free trial before subscribing, the 7 days run from the first paid charge, not from the start of the trial.

5. Refunds for cancellation mid-term

Monthly plans

Monthly subscriptions are billed in advance for a period you then use. Cancelling stops all future renewals and you keep access to the end of the current paid month. The current month is not refunded, because the service for it has been made available to you.

Annual plans

Where you have prepaid for a year and cancel part-way through, we refund the unused complete calendar months remaining after the effective cancellation date. Because annual pricing is discounted against monthly pricing, the months you did use are re-rated at the standard monthly price for your plan before the balance is calculated:

Refund = amount paid − (monthly list price × complete months used) − add-ons and services consumed − applicable taxes already remitted where non-recoverable.

Partial months are not refunded. If the calculation produces zero or a negative figure, no refund is due and no balance is payable by you. On request we will send the working so you can check it.

Upgrades and mid-term changes

Upgrades are charged prorated for the remainder of the term and are not separately refundable. If you upgrade and then cancel, the refund calculation uses the plan actually in force for each month.

6. Charges we always refund in full

Whatever the timing, we refund the full amount where:

• Duplicate charge — you were billed more than once for the same period or order.
• Charge after cancellation — a renewal was collected after you had asked to cancel in time.
• Failed transaction with a debit — the payment did not complete at PayU but your account was debited. These usually auto-reverse within 5–7 working days; if not, we refund it once the gateway confirms the debit.
• Incorrect amount — you were charged more than the price shown at checkout, or a promo code that was validly applied was not honoured.
• Provisioning failure — payment succeeded but we could not provision the workspace or plan and cannot fix it within a reasonable time.
• Unauthorised payment — a payment made without authorisation from your organisation, once verified with the gateway or bank.

Report these to support@zanoo.in with the order number and, for a debited-but-failed payment, the bank reference or UTR.

7. What is not refundable

• Consumed usage. Message volume, conversations, add-on units and credits (AI credits and AI replies included) already used or expired.
• Meta / WhatsApp platform charges. Conversation, template and marketing-message fees are set and levied by Meta. We cannot refund them, whether they were billed to your Meta account or passed through by us.
• Delivered services. Onboarding, migration, template design, integration or training work already performed, in whole or pro rata for the part delivered.
• Third-party costs we procured at your request — number verification, dedicated infrastructure, licences for connected tools.
• Promotional value. Free months, discounts and complimentary credits have no cash value and are never refunded in money.
• Termination for cause. Where we terminate for a breach of the acceptable-use rules in our Terms — spam, non-consented messaging, fraud, illegal content, non-payment — no refund is due.
• Outcomes outside our control. A Meta template rejection, a number ban, a lowered quality rating, or lower-than-expected campaign results. We will help you fix the cause, but these are not grounds for a refund of subscription fees.
• Renewals you forgot to cancel, beyond the 48-hour and cancellation-window rules above.
• Taxes already remitted to the government where they cannot be recovered by us. GST is refunded proportionally with the base amount where the law allows a credit note.

8. Service credits for outages

If core messaging or inbox functions are unavailable for more than 8 consecutive hours due to a fault on our side, or if uptime in a calendar month falls below the 99.5% target in our Terms, you may request a service credit within 30 days of the incident:

Credits are applied to your next invoice. If you would rather leave, you may cancel and take a prorated refund under section 5 instead. Downtime caused by Meta or another Platform Provider, by scheduled maintenance we notified, by your own configuration, or by force majeure does not count towards these thresholds.

9. How to request a refund

1. Email support@zanoo.in from your registered account address, with subject “Refund request”, followed by your order number.
2. Include: workspace name, order or invoice number, amount and date of the charge, the reason, and the bank reference or UTR if the charge is disputed.
3. We acknowledge within 24 hours (next business day for weekends and public holidays) and may ask a clarifying question or two.
4. We decide within 7 working days of having everything we need, and tell you the outcome and the calculation in writing.
5. Approved refunds are initiated within 3 working days of approval.

Please do not raise a chargeback before contacting us — it freezes the amount with the bank and takes far longer than a direct refund. If a chargeback is already open, we will respond to the bank with the transaction record and cooperate with their process.

10. Refund method and timelines

Refunds go back to the original payment method and instrument used for the purchase. We cannot redirect a refund to a different card, account or person. Where the original instrument is closed, we will arrange a bank transfer to the same account holder after verification.

These windows are set by PayU, card networks and banks, and are outside our control once the refund is initiated. Refunds are made in INR; where you paid in another currency, the amount is converted at the rate applied by your bank, so exchange-rate movement and any bank charges may change the figure you receive. Every refund is accompanied by a credit note adjusting the original tax invoice, including GST where applicable.

11. If you disagree with our decision

Reply to the decision email within 15 days and ask for it to be escalated. A manager who was not involved in the original decision will review it and respond within 7 working days.

If you are still unsatisfied, write to our Grievance Officer:

• Grievance Officer, Codexlab Enterprise Pvt Ltd
• Email: support@zanoo.in (subject line: “Refund Grievance”)
• Address: Kandivali West, Mumbai 400067, Maharashtra, India

Complaints are acknowledged within 24 hours and closed within 15 days. Disputes that remain unresolved are handled under the governing-law and arbitration provisions of our Terms & Conditions — seat and venue Mumbai, Maharashtra, India.

12. Changes to this policy

We may revise this policy; the current version is always on this page with its effective date. The policy that applies to a purchase is the one in force on the date of that purchase, so a later change never reduces a refund right you already had. Material changes are notified by email or in-app at least 15 days before they take effect.

Questions about this document?

Billing questions get a same-business-day reply in almost every case.

• Refunds, invoices, cancellations, product & account support: support@zanoo.in

Please quote your order number — it is on your invoice and on the billing confirmation email.

Codexlab Enterprise Private Limited · Kandivali West, Mumbai 400067, Maharashtra, India
CIN U62013MH2025PTC450983