Cancellation & Refund Policy

At Zaapp (Dustprints Solutions), customer satisfaction and marketplace fairness are our top priorities. This policy governs both our direct digital subscription services and consumer transactions on our hosted merchant digital storefronts.

1. Nature of Products & Services

Zaapp provides intangible digital software services (AI token packages, subscription plans) as well as hosted digital storefront infrastructure for independent local merchants.

2. Digital Services & AI Token Refunds

• Subscription Plans: You may cancel any monthly recurring subscription at any time directly through the app settings or by writing to support@zaappi.com. Cancellation takes effect at the end of the current billing cycle.
• Unutilized AI Token Packs (7-Day Window): If you purchased an AI token pack and have used less than 10% for testing, you may request a 100% full refund within 7 calendar days.
• Failed Crediting: If money was deducted from your account/UPI but tokens failed to credit due to gateway timeout, our system reconciles within 24 hours, or our support team issues an immediate refund.
• Non-Refundable: Token packs where more than 10% of credits have been utilized are strictly non-refundable.

3. Marketplace Storefront Orders & Return / Dispute Policy

For goods purchased through individual merchant storefronts on Zaapp:

• Pre-Dispatch Cancellation: Buyers can cancel any order prior to dispatch through their order status page or by contacting the merchant. If prepaid, funds in escrow are reversed back to the buyer's original payment method.
• Post-Delivery Cooling Window (72h Local / 7 Days Courier): Once the customer receives their order (verified via OTP or courier delivery timestamp), a mandatory cooling period applies: 72 hours for local deliveries and 7 calendar days (168 hours) for national 3PL / Shiprocket courier shipments. During this time, merchant payout is held securely in escrow.
• Defective, Wrong, or Missing Items: If an order is defective or incorrect, the buyer can notify support or the merchant within the applicable cooling window (72h local / 7 days courier). The order escrow is frozen as disputed, preventing settlement disbursement until the merchant provides a replacement or refund approval.
• Merchant Financial Liability: Under Section 79 of the IT Act 2000, the merchant is solely responsible for fulfilling return requests and funding customer refunds. Once a return is approved, escrow funds are reversed to the customer's source account.

4. Refund Processing & Timelines

Approved refunds are processed through our payment gateway aggregator (PayU) back to the original payment source (same bank account, credit card, debit card, or UPI VPA) used during the transaction.

• Gateway Reversal Timeline: 5 to 7 business days from the date of refund approval, depending on your bank's clearing cycle.
• No Cash Refunds: In accordance with RBI banking regulations and anti-money laundering policies, refunds cannot be paid out in cash or redirected to a third-party account.

5. Grievance Redressal & Support

To report an order dispute or request a refund, please contact us: