Cancellation & Refund Policy for Zenpay
Last updated: 1st Dec. 2025
Our cancellation and refund policy outlines the terms and conditions under which a customer can cancel a service or order and potentially receive a refund.
For a software company, this policy typically includes the cancellation process, refund conditions, non-refundable services, refund processing timelines, late cancellation rules, and refund methods.
1. Cancellation Process
The cancellation policy clearly defines the steps a customer must follow to cancel a service or order.
- 1. Customers may need to submit a formal cancellation request within a specific timeframe such as 7 or 14 days.
- 2. Cancellations must be submitted through approved channels such as email, support portal, or a dedicated cancellation form.
- 3. Customers may need to provide order details or proof of purchase for accurate processing.
- 4. These steps help streamline the process and avoid disputes or delays.
2. Refund Conditions
The refund policy outlines the conditions under which a customer becomes eligible for a refund.
- 1. Refunds may apply if the service was not delivered as promised or expectations were not met.
- 2. Refunds may be applicable if cancellation is done within 7–14 days of purchase.
- 3. If the software has technical issues preventing normal use, the customer may qualify for a refund.
- 4. Refunds may be partial or full depending on usage or stage of service delivery.
3. Non-Refundable Services
Certain services or fees are strictly non-refundable.
- 1. Setup fees covering initial configuration work are non-refundable.
- 2. Custom development work is non-refundable as it is tailored and cannot be resold.
- 3. Payments made for third-party software or licenses are non-refundable.
- 4. These terms help manage expectations and prevent disputes.
4. Refund Processing Time
The policy specifies how long it takes to process a refund after approval.
- 1. Refunds are processed within 5 to 10 business days.
- 2. Processing time may vary due to holidays, bank delays, or verification steps.
- 3. Customers will be informed of any unexpected delays.
- 4. Providing a clear timeline increases transparency and trust.
5. Late Cancellations or Service Usage
If a customer has used part of the service, a partial refund may apply.
- 1. The company may deduct charges for service already consumed.
- 2. Refunds depend on the stage of delivery, time elapsed, and usage level.
- 3. Heavily used services or significant support consumed may reduce refund amount.
- 4. This ensures fairness to both the customer and the company.
6. Refund Method
Refunds are issued in a clear and transparent manner.
- 1. Refunds are issued to the same payment method used during purchase.
- 2. Refund timeline depends on bank processing times and payment gateways.
- 3. If the original payment method is unavailable, an alternative method may be requested.
- 4. The process ensures clarity and prevents confusion during refunds.
