Refund & Cancellation Policy

At Zoorator, we aim to provide a smooth and reliable appliance service experience.

This Refund & Cancellation Policy explains how customers can cancel bookings and when refunds may be available.

1. Cancellation by customer

Customers may request cancellation of a service booking through the Zoorator platform, subject to the applicable cancellation conditions.

If a customer cancels before the service partner has started travelling to the service location, the customer may be eligible for a refund of an amount paid in advance.

If a cancellation occurs after the service partner has started travelling, or after the service has started, cancellation charges or other applicable deductions may apply.

2. Cancellation by service partner

A service partner may need to cancel a booking because of circumstances such as:

• Unavailability
• Emergency situations
• Technical or transportation problems
• Incorrect service information
• Circumstances beyond the partner's reasonable control

Where a booking is cancelled by the service partner and the customer has already made an eligible advance payment, Zoorator may provide a refund according to the applicable payment and refund conditions.

3. Cancellation by Zoorator

Zoorator may cancel or reschedule a booking when necessary, including in situations involving:

• No available service partner
• Incorrect or incomplete booking information
• Service-area limitations
• Safety concerns
• Fraudulent or suspicious activity
• Technical problems
• Events outside our reasonable control

If the customer has made an eligible advance payment for a booking cancelled by Zoorator, the applicable refundable amount may be returned to the customer.

4. Refund eligibility

A refund may be considered in circumstances including:

• An eligible booking is cancelled before service begins.
• A booking is cancelled by Zoorator and payment has already been made.
• A service partner is unable to complete an accepted booking and an eligible payment has already been collected.
• A duplicate payment is made due to a technical or payment-processing issue.
• A refund is otherwise required under applicable law.

Refund eligibility may depend on the type of service, the timing of cancellation, the payment method, and whether any service has already been provided.

5. Non-refundable or deductible amounts

Certain amounts may not be refundable where applicable, including charges associated with:

• Services already completed.
• Inspection or diagnosis already performed.
• Parts already supplied or installed.
• Travel or visit charges where applicable.
• Cancellation after the service partner has begun travelling.
• Other charges clearly communicated to the customer before the service.

Any applicable deductions should be communicated to the customer where reasonably possible.

6. Refund for service issues

If you believe a service was not completed properly, or there is another issue with the service, please contact Zoorator as soon as possible.

We may review the booking, service details, payment information and other relevant information before determining whether a refund, partial refund, re-service or other resolution is appropriate.

7. Payment processing

Payments may be processed through third-party payment providers.

Once a refund is approved, it will generally be processed through the applicable payment method or payment provider.

The time required for the refund to appear in the customer's account may depend on the payment provider, bank, card issuer or other financial institution. Zoorator does not control the processing time of third-party financial institutions.

8. Duplicate payments

If you believe you have been charged more than once for the same booking because of a technical or payment-processing error, please contact us with the relevant transaction details.

After verification, an eligible duplicate payment may be refunded.

9. How to request a refund or cancellation

Customers can submit a cancellation or refund request through the available options in the Zoorator application or website.

When contacting support, you may be asked to provide:

• Customer name
• Registered mobile number or email address
• Booking details
• Payment or transaction reference
• Reason for the refund or cancellation request
• Any other information reasonably required to investigate the request

10. Refund processing time

Once a refund is approved, Zoorator will initiate it according to the applicable process.

The amount may take additional time to reach the customer's account because of processing by banks, card networks, UPI providers, payment gateways or other payment providers.

11. Fraudulent or abusive requests

Zoorator reserves the right to investigate refund requests that appear fraudulent, misleading, abusive or inconsistent with the actual service provided.

Refunds may be refused where permitted by applicable law if the request involves fraudulent activity, false information, repeated misuse of cancellation policies or other abuse of the platform.

12. Changes to this policy

Zoorator may update this Refund & Cancellation Policy from time to time.

Any updated version will be published on our website or application with a revised Last updated date. The updated policy will apply to bookings and transactions as permitted by applicable law.

13. Contact us

For questions regarding cancellations, refunds, payments or service bookings, please contact us:

Zoorator
Reliable appliance service at your doorstep.

See also our Terms & Conditions and Privacy Policy.