Cancellation & Refund Policy

1. General Policy

Ziyo is a prepaid reward infrastructure platform. Because our system creates unique reward codes instantly when credits are used, and because payouts to consumers are processed immediately upon claim verification, most transactions are irreversible. Please read this policy carefully before making any purchase.

2. Reward Credits

• All credit purchases are final. Once credits are added to your account, they cannot be refunded or transferred to another brand account.
• Credits are a prepaid consumable — once used to mint reward codes, the credits are consumed and the codes are generated irreversibly.
• Credit Expiration: Unused credits expire 12 months from the date of purchase. Expired credits cannot be refunded or reinstated.
• Credits are non-transferable between brands or accounts.

3. Subscription Plans

• Monthly Plans: You may cancel your monthly subscription at any time from your dashboard. Cancellation takes effect at the end of the current billing period. No refund is provided for the remaining days in the current period.
• Annual Plans: Annual subscriptions may be cancelled within the first 14 days for a pro-rata refund of the unused months. After 14 days, no refund is available for the remaining term, but the subscription will not auto-renew.
• Auto-Renewal: All subscriptions auto-renew by default. You will receive an email reminder 7 days before renewal. Cancel before the renewal date to avoid being charged.
• Downgrade: If you downgrade to a lower tier, the change takes effect at the next billing cycle. No partial refund is issued for the current period.

4. Reward Codes & Consumer Claims

• Once a reward code is generated and distributed, it cannot be revoked or cancelled by the Brand.
• If a Consumer claims a valid reward, the payout is processed automatically. Ziyo cannot reverse a completed payout.
• Code Expiration: Reward codes are valid for 24 months from creation (unless a shorter validity is configured). Expired codes cannot be claimed.
• Brands are responsible for the face value of all codes they generate. Ensure sufficient credit balance before distributing codes.

5. System Errors & Duplicate Charges

• If you are charged incorrectly due to a system error (e.g., duplicate charge, wrong amount), please email support@ziyo.in within 7 days of the transaction.
• Include your transaction ID, the amount charged, and a description of the error.
• We will investigate within 5 business days. If the error is confirmed, a refund will be processed to the original payment method within 7-10 business days.
• Refunds for system errors are the only scenario where credit purchases may be refunded.

6. Fraud-Related Adjustments

• If Ziyo's fraud detection system identifies and reverses a fraudulent claim, the corresponding credit is returned to the Brand's account.
• This is a credit reversal, not a cash refund. The Brand can use the returned credits to mint new codes.
• Ziyo reserves the right to hold flagged funds for up to 90 days for investigation.

7. Account Closure & Unused Credits

• If your account is terminated by Ziyo for Terms violations, unused credits are forfeited.
• If you voluntarily delete your account, unused credits within their validity period may be eligible for a pro-rata refund at Ziyo's discretion. Contact support@ziyo.in within 30 days of deletion.
• Credits that have already been used to mint codes are not refundable under any circumstances.

8. Payment Processor (Razorpay)

All payments are processed through Razorpay, a RBI-authorized Payment Aggregator. Refunds, when applicable, are processed through Razorpay and subject to their processing timelines (typically 5-7 business days for UPI, 7-10 business days for cards). Ziyo is not responsible for delays caused by the payment processor or your bank.

9. Contact

For refund requests or questions about this policy: