ZOZIBA — Home & Local Services Marketplace

Effective Date: 8 November 2026
Website: https://zoziba.com
Contact Email: hi@zoziba.com
Contact Phone: 06026809927

1. Introduction

Welcome to ZOZIBA.

This Refund & Cancellation Policy ("Policy") explains the rules governing subscriptions, service bookings, cancellations, refunds, payment disputes and related charges on ZOZIBA.

ZOZIBA is a home and local services platform operating from Guwahati, Assam, India. The platform helps customers discover and connect with service professionals and enables eligible professionals to promote and offer their services.

This Policy applies to:

1. Service Providers: Individuals, professionals, businesses and organizations registering, subscribing, advertising or offering services through ZOZIBA.

2. Customers: Individuals and businesses searching for, requesting or purchasing services through ZOZIBA.

By purchasing a subscription, placing a booking or making a payment through ZOZIBA, users agree to the applicable provisions of this Policy, subject to their rights under Indian law.

Where a specific service or subscription has additional cancellation conditions clearly disclosed before payment, those conditions also apply. In case of conflict, mandatory legal requirements take precedence.

PART A — SERVICE PROVIDER REFUND & CANCELLATION POLICY

2. Subscription Plans and Membership Fees

ZOZIBA may offer various paid subscription plans, including:

• Starter Membership

• Professional Membership

• Premium Membership

• Monthly, quarterly, annual or other membership plans

• Featured listing and priority placement packages

• Promotional and advertising packages

• Business profile enhancement packages

• Other paid professional services introduced by ZOZIBA

The subscription price, duration, applicable taxes, included features and renewal conditions will be displayed at the time of purchase.

2.1 Non-Refundable Subscription Policy

ALL PAID SUBSCRIPTIONS AND MEMBERSHIP FEES ARE NON-REFUNDABLE ONCE THE PURCHASED ENTITLEMENT HAS BEEN ACTIVATED OR MADE AVAILABLE, EXCEPT WHERE REFUND IS REQUIRED BY APPLICABLE LAW OR WHERE ZOZIBA FAILS TO PROVIDE THE PURCHASED ENTITLEMENT.

This applies to all subscription types and durations.

A provider is not entitled to a refund solely because:

• The provider changes their mind after activation.

• The provider does not receive the expected number of enquiries or bookings.

• The provider does not generate anticipated revenue.

• The provider does not actively use their subscription.

• The provider voluntarily closes or deletes their account.

• The provider wishes to discontinue business operations.

• The provider decides to move to another platform.

• The provider does not achieve a desired Google ranking or online visibility.

• The provider requests cancellation before the subscription expires.

Subscription payments purchase access to the stated platform features and opportunities, not guaranteed business results.

2.2 Subscription Activation and Unavailable Entitlements

A subscription is considered activated when ZOZIBA makes the purchased membership features available to the provider's account.

If payment is received but the purchased entitlement is not activated, the provider should contact ZOZIBA support.

ZOZIBA may attempt to correct the issue and activate the entitlement within a reasonable period.

If activation is impossible or ZOZIBA cannot provide the purchased entitlement, an appropriate refund will be issued in accordance with applicable law.

An accidental duplicate payment for the same entitlement may also qualify for a refund after verification.

2.3 No Guarantee of Leads, Bookings or Earnings

ZOZIBA provides a marketplace and promotional platform.

Unless explicitly agreed in a separate written contract, ZOZIBA does not guarantee:

• A minimum number of customer enquiries

• Confirmed service bookings

• Business revenue or profitability

• A specific position in marketplace search results

• First-page Google rankings

• Exclusive service territories

• Continuous customer demand

• Conversion of enquiries into paying customers

Any visibility or promotional benefit is subject to the features expressly included in the purchased plan.

The absence of expected business results does not independently create a right to a subscription refund.

2.4 Subscription Cancellation

Service providers may request cancellation of future subscription renewals through the available account controls or by contacting ZOZIBA support.

Cancellation generally prevents future renewal charges but does not reverse charges already validly incurred.

Unless otherwise stated in the purchased plan, an activated subscription remains available until the end of its paid period, subject to compliance with ZOZIBA's Terms of Service.

Cancellation does not automatically entitle a provider to a partial or prorated refund.

2.5 Automatic Renewal

Where automatic renewal is offered, the renewal frequency, amount, applicable taxes and cancellation method will be disclosed before authorization.

Providers must be able to cancel future renewals using the supported cancellation process.

ZOZIBA will not treat the absence of a cancellation request as authorization for a recurring payment unless the provider has validly authorized that recurring arrangement.

Recurring payments and cancellation rights remain subject to applicable banking, payment-system and consumer protection requirements.

2.6 Upgrades and Downgrades

Providers may request a plan upgrade or downgrade where supported.

Upgrades may require an additional payment according to the displayed upgrade terms.

Downgrades generally take effect at the next billing cycle unless otherwise specified.

Unused membership benefits, promotional credits or remaining subscription periods do not automatically have a cash redemption value.

Any adjustment, credit or refund will follow the terms displayed before the change and applicable law.

2.7 Account Suspension, Rejection or Termination

ZOZIBA may suspend or restrict accounts for legitimate reasons, including:

• Fraudulent activity

• False identity or business information

• Misleading advertisements

• Unauthorized or prohibited services

• Repeated customer complaints supported by evidence

• Serious violations of platform policies

• Non-payment of applicable fees

• Legal or regulatory requirements

Where appropriate, ZOZIBA may request clarification, supporting documents or corrective action.

A provider suspended or terminated because of a substantiated material policy violation will not ordinarily receive a refund for already delivered subscription benefits.

However, where ZOZIBA cancels an account without provider fault or cannot deliver paid future entitlements, any refund or adjustment required by law will be provided.

2.8 KYC Verification and Membership

Providers must submit accurate information and any documents reasonably required for verification.

Purchasing a membership does not guarantee KYC approval, professional accreditation or eligibility to provide regulated services.

Where KYC approval is required before the purchased subscription can be activated, ZOZIBA will not treat an unactivated membership as fully delivered.

If verification is rejected and the purchased entitlement cannot be provided, ZOZIBA will assess the appropriate refund in accordance with the disclosed terms and applicable law.

Submitting forged or fraudulent documents may result in account restrictions and reporting to competent authorities where appropriate.

2.9 Featured Listings, Advertising and Promotional Packages

Paid promotional services may include featured listings, sponsored placement, profile promotion or other advertising benefits.

Once a promotional campaign has started or the purchased promotional entitlement has been delivered, fees are generally non-refundable.

If ZOZIBA cannot deliver a paid campaign or material portion of a purchased promotion, it may offer a suitable replacement, extension, credit or refund consistent with the agreement and applicable law.

ZOZIBA does not guarantee specific traffic, impressions, leads or conversions unless expressly committed in writing.

2.10 Provider Earnings and Customer Refunds

Service-provider earnings are separate from membership fees.

If a customer booking is cancelled or refunded, the provider's settlement may be adjusted according to the applicable booking terms.

ZOZIBA may withhold disputed settlement amounts temporarily where reasonably necessary to investigate fraud, chargebacks, duplicate payments or service disputes.

Undisputed funds will not be withheld arbitrarily.

Any deductions, commissions, penalties or settlement adjustments must be supported by the applicable agreement, transaction records and law.

PART B — CUSTOMER REFUND & CANCELLATION POLICY

3. Service Booking and Confirmation

Customers may search for local professionals, submit enquiries, request quotations or book available services through ZOZIBA.

A booking is confirmed only when the customer receives confirmation through the applicable booking channel.

The service description, provider, scheduled date, price, payment requirements and any special cancellation conditions should be reviewed before confirmation.

Submitting an enquiry does not automatically create a confirmed booking or payment obligation.

4. Customer Cancellation Rules

Customers may request cancellation through the available booking controls or by contacting ZOZIBA support.

The following standard cancellation schedule is recommended for ordinary scheduled services where no different conditions were clearly disclosed before booking.

These are standard policy terms. The final amount may differ for specialized bookings, documented non-recoverable expenses, partial performance or circumstances where law requires another outcome.

ZOZIBA will not impose cancellation charges exceeding those disclosed before booking or charges prohibited by applicable law.

5. Service Provider Cancellation

If a service provider cancels a confirmed booking and the customer is not responsible for the cancellation, the customer may choose, where available:

1. A suitable replacement provider at the agreed price.

2. Rescheduling to a mutually acceptable date.

3. A refund of the prepaid amount for the undelivered service.

ZOZIBA will not charge a customer a cancellation penalty merely because the provider cancelled.

Where a suitable replacement cannot be arranged, an eligible refund will be processed.

6. Late Arrival and Service Delays

Service professionals should make reasonable efforts to arrive at the confirmed time.

Customers should allow reasonable flexibility for traffic, weather, emergencies and other genuine delays.

If a material delay prevents the agreed service from being delivered, the customer may request rescheduling or an appropriate refund.

A minor delay that does not materially affect service delivery does not automatically entitle a customer to a full refund.

7. No-Show Policy

7.1 Customer No-Show

If a customer is unavailable, refuses access without reasonable justification or fails to attend a confirmed appointment, the provider may be entitled to reasonable and previously disclosed charges.

These may include an agreed visit charge or documented non-recoverable expenses.

7.2 Provider No-Show

If a provider fails to attend without reasonable explanation, the customer may request a replacement, rescheduling or refund of the undelivered service.

ZOZIBA may investigate repeated provider no-shows and apply appropriate account restrictions.

8. Refunds for Poor, Incomplete or Deficient Services

Customers may raise a complaint where a service:

• Was not delivered

• Was materially incomplete

• Was substantially different from the agreed description

• Was performed negligently

• Caused damage through an alleged service failure

• Was not delivered within an agreed essential timeframe

• Involved misleading representations

ZOZIBA may request relevant evidence, including booking records, photographs, messages, invoices or other supporting information.

Depending on the circumstances, a suitable resolution may include:

• Correction or re-performance of the service

• Completion of unfinished work

• A partial refund

• A full refund

• Another remedy required by applicable law

ZOZIBA may facilitate resolution between the customer and the service provider without waiving any legal responsibility applicable to ZOZIBA.

9. Inspection, Diagnosis and Visit Charges

Certain services may involve inspection, diagnosis, consultation or visiting charges.

These charges must be disclosed before booking or before the customer authorizes them.

A validly performed inspection or diagnosis may be chargeable even when the customer declines further work.

Charges for services that were not performed or were materially deficient remain subject to applicable refund rights.

10. Special Service Categories

Some services require additional cancellation terms because they involve advance preparation, reserved resources or third-party expenses.

10.1 Event Management, Weddings and Photography

Event bookings may involve advance payments to decorators, venues, photographers, caterers or other vendors.

Any non-refundable deposit, reservation fee or cancellation deduction must be disclosed before booking.

Refunds will take into account services already performed and reasonable documented non-recoverable commitments, subject to applicable law.

10.2 Packers, Movers and Transportation

Cancellation charges may depend on whether vehicles, labour, packing materials or transport resources have already been reserved or dispatched.

Any such charges must be reasonable and disclosed in advance.

10.3 Beauty, Makeup and Salon Services

Where professionals reserve a specific appointment or purchase customer-specific materials, reasonable disclosed cancellation conditions may apply.

A refund remains available where the service is not delivered or applicable law otherwise requires it.

10.4 Home Repairs, Renovation and Installation

For projects involving materials, custom fabrication or work completed in stages, refunds will be assessed against the agreed project milestones, work completed and reasonable non-recoverable expenses.

Unused refundable advances must be accounted for appropriately.

10.5 Travel and Tour Services

Travel bookings may be subject to separately disclosed hotel, transport, guide and third-party supplier cancellation conditions.

Third-party deductions must be supported by the relevant booking terms and applicable law.

10.6 Emergency and Same-Day Services

Emergency services may involve immediate dispatch and reserved availability.

Any special cancellation or dispatch charge must be disclosed before confirmation wherever reasonably practicable.

Customers retain all mandatory legal remedies.

11. Changes to Service Scope and Pricing

A provider must not impose additional charges for work outside the agreed scope without the customer's authorization.

Where additional work is required, the revised scope and price should be communicated before the work begins.

Customers may decline unauthorized additional work.

If a material price change prevents the originally agreed service from being delivered, the parties should attempt a reasonable resolution, including cancellation or refund where appropriate.

12. Payments Made Directly to Service Providers

Where a customer pays a service provider directly outside ZOZIBA's payment system, the provider remains responsible for the payment records and any refund obligations arising from that transaction.

ZOZIBA may assist with communication and dispute resolution but cannot automatically reverse a payment it did not process.

This does not exclude any responsibility ZOZIBA may have under applicable law or its own representations.

Customers are encouraged to retain receipts and written confirmations for all payments.

13. Payment Gateway Fees and Taxes

The total price and any applicable taxes, booking fees or other compulsory charges should be disclosed before payment.

Where a refund is approved, the amount will be calculated according to the applicable cancellation terms and legal requirements.

Any permitted non-refundable processing or service fee must have been clearly disclosed and must not override statutory refund rights.

Taxes will be adjusted in accordance with applicable tax law.

14. Refund Processing

Approved refunds will ordinarily be initiated within 7 business days after eligibility is confirmed.

The time required for funds to appear in the customer's account depends on the payment method, issuing bank and payment service provider.

Refunds will generally be returned to the original payment method unless another lawful and secure arrangement is necessary.

Mandatory payment-system reversal and compensation timelines take precedence over the general processing period stated above.

Customers will not be required to accept store credit instead of a monetary refund where applicable law entitles them to repayment.

15. Failed, Duplicate and Unauthorized Payments

Customers or providers should promptly report:

• Duplicate payment deductions

• Payments deducted without a confirmed transaction

• Failed transactions

• Incorrect payment amounts

• Suspected unauthorized transactions

ZOZIBA will review its transaction records and coordinate with the relevant payment service provider where necessary.

Eligible failed-transaction reversals will be handled in accordance with applicable Reserve Bank of India requirements.

Unauthorized payment complaints may also need to be reported promptly to the user's bank or payment provider.

16. Refund Request Procedure

To request a refund or cancellation, contact ZOZIBA through the available website support channel or email hi@zoziba.com.

Include:

1. Registered name and contact details

2. Booking or transaction reference number

3. Service name or subscription plan

4. Date and amount paid

5. Reason for cancellation or refund

6. Relevant supporting documents, where applicable

ZOZIBA may request additional information reasonably necessary to verify the claim.

Users should not send passwords, OTPs, PINs or complete payment card details.

17. Dispute Investigation and Evidence

ZOZIBA may review relevant records to determine the appropriate resolution.

These may include payment confirmations, booking history, service descriptions, customer-provider communications and supporting evidence.

Both parties should cooperate in good faith.

ZOZIBA may reject claims that are demonstrably fraudulent, duplicate or unsupported after a reasonable review, subject to applicable legal rights.

A user who disagrees with a decision may request reconsideration and pursue any lawful external remedy.

18. Fraud, Abuse and Chargebacks

ZOZIBA prohibits fraudulent refund requests, fabricated service complaints, payment manipulation and misuse of chargeback procedures.

Where credible evidence of fraud exists, ZOZIBA may temporarily restrict relevant transactions or accounts while investigating.

Any restriction must be proportionate, documented and consistent with applicable law.

Legitimate chargebacks and payment disputes remain subject to the rules of the issuing bank, card network and payment service provider.

Nothing in this Policy restricts a user's lawful right to dispute an unauthorized or incorrect payment.

19. Platform Role and Responsibility

ZOZIBA operates as a platform that connects customers with service professionals and may also facilitate enquiries, bookings, payments or other services.

The identity of the contracting service provider and the role of ZOZIBA should be made clear at the time of booking.

Independent providers are generally responsible for performing their agreed services with reasonable skill, care and diligence.

ZOZIBA is not automatically the employer or agent of every independent provider.

However, ZOZIBA remains responsible for its own conduct, representations, contractual commitments and any duties imposed by applicable law.

Nothing in this Policy excludes liability that cannot lawfully be excluded.

20. Force Majeure and Unavoidable Events

Events outside reasonable control may affect service delivery, including severe weather, floods, government restrictions, transport disruptions or other emergencies.

Where such an event occurs, the parties should first consider reasonable rescheduling or an alternative arrangement.

Any cancellation charge or refund will be determined with reference to the services performed, recoverable costs, the booking agreement and applicable law.

Force majeure does not automatically eliminate all refund obligations.

21. Grievance Redressal

Users may submit complaints about cancellations, refunds, payments or services through ZOZIBA's contact channels.

ZOZIBA aims to acknowledge complaints within 48 hours and resolve them within one month where reasonably possible.

Where the Consumer Protection (E-Commerce) Rules prescribe shorter acknowledgement or resolution requirements, those requirements apply.

ZOZIBA will maintain an appropriate grievance escalation process and publish the name, designation and contact details of its appointed Grievance Officer where legally required.

Users retain the right to approach relevant consumer authorities, payment-system grievance mechanisms and other competent forums.

22. Limitation of Liability

To the extent permitted by law, ZOZIBA is not responsible for indirect, speculative or consequential business losses arising solely from a provider's failure to obtain expected leads, bookings, revenue or profits.

ZOZIBA's liability for a specific paid platform entitlement may be limited by the applicable agreement, provided such limitation is lawful and reasonable.

No limitation applies where prohibited by law, including in relation to fraud, wilful misconduct, applicable statutory remedies or liabilities that cannot legally be excluded.

23. Governing Law and Jurisdiction

This Policy is governed by the laws of India.

Subject to applicable statutory rights and the jurisdiction of competent consumer commissions or other authorities, contractual disputes may be brought before the competent courts at Guwahati, Assam.

Nothing in this provision prevents consumers from exercising rights to bring proceedings in another legally competent forum.

24. Policy Updates

ZOZIBA may update this Policy to reflect changes in services, business operations, payment arrangements or applicable law.

The revised Policy will be published on the website with an updated effective date.

Material changes affecting existing paid bookings or subscriptions will not be applied retrospectively to remove accrued rights without a lawful basis.

25. Contact Information

For refund requests, booking cancellations, payment disputes and policy-related enquiries:

ZOZIBA — Customer & Service Provider Support

Office Address:
3rd Floor, Gallery 2000
Rajgarh Road, Lachit Nagar
Guwahati, Assam – 781003
India

Phone: 06026809927
Email: hi@zoziba.com
Website: https://zoziba.com

Support Hours: 9:00 AM – 6:00 PM, Monday to Sunday (IST), as currently published on the ZOZIBA website.

Grievance Officer: Name, designation and direct contact details to be published following formal appointment.

26. Final Acknowledgement

By purchasing a membership, booking a service or making a payment through ZOZIBA, users acknowledge that they have had an opportunity to review the applicable prices, cancellation terms, refund conditions and service details before payment.

IMPORTANT SUBSCRIPTION NOTICE

All activated ZOZIBA subscription plans, memberships, featured listings and promotional packages are generally non-refundable. Cancellation of a subscription does not ordinarily entitle the purchaser to a refund of fees already paid. Exceptions apply where required by law or where the purchased entitlement has not been provided.

IMPORTANT CUSTOMER NOTICE

Customer service bookings are subject to the applicable cancellation schedule, disclosed service-specific conditions and mandatory consumer protection rights.

ZOZIBA — Connecting Local Needs with Local Expertise.