Short version: We offer refunds for verified service failures on our part. We respond within 3 business days. Refunds process in 7-10 business days. Payment gateway fees (charged by Razorpay) are not refunded by Zeno.
1. Scope of this policy
This Refund Policy governs refunds of subscription fees paid to Zeno for the Pro Monthly and Pro Annual plans. It also clarifies Zeno's role (and limitations) with respect to payments your customers make via Zeno-generated UPI payment links.
The Free plan incurs no charge and requires no refund.
This policy does not govern disputes between you and your customers about the goods or services you sell — those are governed by your own business terms with your customers.
2. Eligible cases for refund
Refunds of Zeno subscription fees are available in the following circumstances:
- Zeno was unavailable for more than 72 consecutive hours due to a fault on our side during your paid billing period
- You were charged twice for the same billing period (duplicate charge)
- You were charged after submitting a cancellation request within the same billing period
- A technical error on our side caused incorrect deduction from your account
- The Service was materially different from what is described at zenohq.in at the time of your subscription
- You changed your mind about using the Service
- You did not use the Service during the billing period
- You forgot to cancel before the renewal date
- Pro Monthly: partial months (no prorated refunds for mid-cycle cancellations)
- WhatsApp or Meta outages that are outside our control
- Razorpay outages or payment link failures outside our control
- GST penalties or compliance issues arising from invoice data you provided
- Requests made more than 30 days after the charge date
We evaluate each request fairly. If your situation is not listed above, please contact us and describe what happened — we will assess it in good faith.
3. Cases not eligible for refund
In addition to the cases listed above, refunds are not available for:
- Free plan: No charge is incurred on the Free plan, so no refund applies.
- Pro Monthly mid-cycle cancellation: No prorated refund for the remainder of the current month. Service continues to the end of the paid period.
- Pro Annual — discount deducted: Pro-rated refunds for unused complete months on Annual plans are calculated after deducting the annual discount already applied (₹499 × 12 = ₹5,988 vs ₹4,499 paid; the ₹1,489 discount is applied to the refund calculation).
- Account termination for policy violation: If your account is terminated due to a violation of our Terms of Service or Acceptable Use policy, no refund is issued.
- Third-party service fees: Fees charged by Razorpay, Meta, or any other third party are not refundable by Zeno. See Section 6 for gateway fee details.
- Data export requests: We provide data exports free of charge; refund requests solely for data access are not applicable.
4. How to request a refund
To request a refund, please contact us using one of the methods below and include the following information:
- Your registered WhatsApp phone number
- The amount charged and approximate date of the charge
- The reason for your refund request
- Any supporting details (e.g., screenshots, error messages)
Request a refund
Reach us on WhatsApp or email — we respond within 3 business days.
5. Processing timeline
Via WhatsApp or email, with the details listed in Section 4.
We will confirm receipt of your request and let you know whether it is eligible. If we need more information, we will ask.
Approved refunds are initiated within 3 business days of the approval decision. You will receive a confirmation message.
Depending on your bank and payment method, refunds typically appear in your account within 7–10 business days of initiation. This timeline is governed by your bank and Razorpay, not by Zeno.
6. Payment gateway fees
Zeno uses Razorpay to generate UPI payment links for your customers. When your customers pay via these links, Razorpay deducts a gateway fee of 2.36% (2% Razorpay fee + 18% GST on that fee) before settling the balance to your account.
This gateway fee is:
- Charged by Razorpay, not by Zeno.
- Non-refundable by Zeno — we do not receive this fee and cannot refund it.
- Disclosed clearly in our pricing section and Terms of Service before you use the payment collection feature.
For disputes about gateway fees or failed settlements, please contact Razorpay directly at razorpay.com/support.
7. Your customers' payments via Zeno
When your customers pay invoices through Zeno-generated UPI payment links, the transaction is between your customer and Razorpay (as the payment processor), with the settlement going to your registered bank account.
Zeno's role in customer payments is limited to:
- Generating the payment link and attaching it to the invoice.
- Recording the payment in your Zeno account when notified by Razorpay.
- Notifying you on WhatsApp when a payment is received.
Zeno does not:
- Hold customer funds at any point.
- Process refunds from you to your customers — these must be handled by you directly.
- Resolve disputes between you and your customers about goods or services.
If a customer requests a refund for a purchase they made from your business, you are responsible for managing that refund independently. Zeno can help you track udhaar adjustments, but the actual money movement (refund to customer) is between you and your customer through your own payment method.
8. Contact
For refund requests or questions about this policy:
- Email: hello@zenohq.in — subject line: "Refund Request"
- WhatsApp: Message us on WhatsApp
Response time: within 3 business days. Business days exclude Sundays and Indian public holidays.