Effective Date: [23/02/2026]
Zappwala is a hyperlocal listing and booking platform that facilitates online transactions between users and independent third-party vendors for services, rentals, events, food orders, logistics, and classified listings. Zappwala operates as an intermediary platform under applicable Indian laws.
1. General Refund Policy
- Refund eligibility depends on booking type and cancellation timing.
- Refunds may require vendor approval.
- Convenience fees, payment gateway charges, and logistics fees are generally non-refundable.
- Approved refunds are processed within 5–10 business days.
- Refunds are issued to the original payment method only.
2. Cancellation Policy
| Booking Type | Cancellation Window | Refund Eligibility |
|---|---|---|
| Service Booking | Before confirmation | 100% Refund |
| Service Booking | 24+ hrs before appointment | 80–90% Refund |
| Service Booking | Within 24 hrs | Non-Refundable |
| Event Booking | 48+ hrs before event | Partial Refund |
| Event Booking | Within 48 hrs | Non-Refundable |
| Rental Booking | Before delivery | Partial Refund |
| Rental Booking | After delivery | Non-Refundable |
3. Non-Returnable & Non-Refundable Categories
| Category | Type | Refundable? | Notes |
|---|---|---|---|
| Food Orders | Restaurant/Cafe Orders | No | Perishable goods |
| Digital Products | E-tickets/Downloads | No | Instant delivery |
| Customized Products | Personalized goods | No | Made-to-order |
| Subscription Fees | Annual Vendor Plans | No | Non-refundable |
| Classified Listings | Paid Ads | No | Once published |
4. Legal Compliance & Intermediary Status
Zappwala operates as an “Intermediary” under Section 2(1)(w) of the Consumer Protection Act, 2019 and Section 79 of the Information Technology Act, 2000.
In accordance with the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Zappwala observes due diligence while discharging its duties and shall not be liable for third-party information, data, or communication hosted on the platform, subject to compliance with applicable laws.
Zappwala does not guarantee the quality, safety, legality, or execution of services provided by third-party vendors.
All disputes shall be subject to the jurisdiction of competent courts located in Assam, India.
5. Grievance Redressal Mechanism (As per IT Rules, 2021)
In compliance with Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Zappwala has appointed a Grievance Officer to address user complaints.
Grievance Officer Details:
Name: Sachin Kr Singh
Designation: Grievance Officer – Zappwala
Email: [email protected]
Contact Number: +91-8877432254
Location: Assam, India
- Complaints will be acknowledged within 24 hours.
- Complaints will be resolved within 15 days from receipt.
- Users must provide the transaction ID, booking details, and supporting evidence.
6. Limitation of Liability
Zappwala’s total liability, if any, shall not exceed the commission or service fee charged for the transaction. Zappwala shall not be responsible for indirect, incidental, or consequential damages arising from vendor services.
7. Contact Information
Email: [email protected]
Phone: +91-8877432254
Website: www.zappwala.com
By using Zappwala, users agree to this Return & Refund Policy and related Terms & Conditions.