Refund & Cancellation Policy

1. Scope

This policy is designed to be fair and reasonable — giving customers confidence in their transactions with ZapUp while protecting the company from abuse of the refund process. It applies to all ZapUp subscriptions, usage-based charges and message balance top-ups, is incorporated into, and governed by, our Terms of Service and the laws of India. Capitalized terms have the meanings given in the Terms of Service.

2. Free trial

ZapUp offers a 3-day free trial with no credit card required. No charges are made during the trial, and your paid subscription begins only when you actively subscribe to a plan. The trial exists so you can fully evaluate the Services and decide whether to continue before paying anything. If you are not satisfied, simply do not subscribe — or cancel during the trial — and you will not be charged.

3. Subscriptions are non-refundable

Because a free trial is provided for evaluation before any payment, charges for paid plans are non-refundable once billed — for the first and every subsequent billing cycle — except in the case of a verifiable, unresolved technical issue as described in Section 9, or the other limited exceptions expressly set out in this policy. If you no longer wish to use the Services, cancel your subscription to ensure you are not charged for the next cycle.

4. Auto-payment mandates & billing through Razorpay

Subscription payments are processed as recurring charges through our payment partner, Razorpay.

• When you subscribe, you may authorize an auto-payment mandate (such as UPI Autopay or a card e-mandate). You can also view, enable or manage this mandate at any time directly from your bank or your UPI app's mandate management section.
• Under an active mandate, renewal charges are executed automatically by Razorpay on your billing date, without any further action from you.
• To avoid being billed for the next cycle, you must cancel your plan before the billing operation is executed by Razorpay for that cycle. Charges that have already been executed are governed by this policy and are non-refundable except as expressly provided herein.
• Pausing or revoking a mandate from your bank or UPI app alone does not cancel your subscription. To stop the plan itself, also cancel from your ZapUp account dashboard or by writing to support; otherwise unpaid renewal invoices may lead to suspension of the Services.

5. Cancellation

You may cancel your subscription at any time from your account dashboard or by writing to support. To take effect for the upcoming cycle, cancellation must be completed before Razorpay executes the billing operation for that cycle. Cancellation takes effect at the end of the current billing cycle: fees already paid for the current cycle are not returned or prorated, your service continues until the cycle ends, and your plan will not renew thereafter.

6. Plan changes

• Upgrades take effect immediately; the price difference for the remainder of the current cycle is charged at the time of upgrade.
• Downgrades take effect from the next billing cycle. No proration, refund or credit is provided for the unused portion of a higher plan.

7. Usage charges, AI processing fees & message balance top-ups

• Platform pass-through charges: conversation-based and messaging charges levied by Meta or other platform providers are set by those providers and are non-refundable once incurred.
• AI reply processing fees: fees charged for AI-generated reply processing are consumed at the time of processing and are non-refundable.
• Message balance top-ups: top-up balances are maintained solely for the deduction of message charges and related usage fees. They are not interchangeable with, transferable to, or adjustable against platform subscription fees, and cannot be converted to cash.
• Unused top-up balance remaining at account closure or termination expires and is not refunded, except where required by applicable law.

8. Platform actions (Meta and other providers)

Actions taken by Meta or other third-party platform providers — including rejection of message templates, reductions in messaging limits or quality ratings, and restriction, suspension or termination of phone numbers, WhatsApp Business Accounts, Instagram accounts or API access — are outside ZapUp's control, are final and binding as described in our Terms of Service, and do not qualify as technical issues under this policy. No refunds or credits are provided for periods affected by such platform actions.

9. Technical issues

Paid plans are refundable only where a user experiences a verifiable technical issue attributable to ZapUp's own platform that materially prevented use of a paid feature, and that our support team, after being given a reasonable opportunity, was unable to resolve. Where such an issue is verified by ZapUp's support team, a partial or full refund may be granted at ZapUp's discretion.

A technical issue for the purposes of this policy does not include: outages or actions of Meta or other third-party platforms or infrastructure providers, scheduled maintenance, issues caused by your configuration or content, or events covered by the force majeure provisions of our Terms of Service.

10. Unauthorized charges

If you believe a charge on your account was unauthorized or fraudulent, contact support@zapup.marketing immediately. Where such a claim is verified, ZapUp will issue a full refund of the unauthorized charge.

Note that charges executed under an active auto-payment mandate are authorized charges: the mandate is set up only with your explicit approval, authenticated through your bank or UPI provider at the time of setup. A renewal charged under a mandate you approved — including where you intended to cancel but did not do so before the billing operation was executed — does not qualify as an unauthorized charge under this section. This section covers genuinely fraudulent transactions, such as use of your payment method without your knowledge or consent.

11. Refund requests & process

We consider refunds on a case-by-case basis in the following situations:

• Duplicate or double-billing errors
• Verified, unresolved technical issues as defined in Section 9
• Verified unauthorized charges as described in Section 10

To request a refund, email support@zapup.marketing with your transaction details and a clear explanation of the reason for the request, along with any supporting documentation. We review requests and respond with a decision within 5–7 business days. Approved refunds are processed within 6–10 business days, to the original payment method and in the original currency only; onward bank or card processing timelines are outside our control.

12. Chargebacks

If you believe a charge is incorrect, contact support@zapup.marketing before disputing it with your bank or card provider — most billing issues are resolved within days. Initiating a chargeback without first contacting support may result in suspension of your account pending resolution of the dispute.

13. Termination for cause

No refunds or credits are provided where an account is suspended or terminated for violation of our Terms of Service or of the terms and policies of Meta or other connected platforms.

14. Annual and long-term plans

Unless expressly stated otherwise in your order or invoice, annual and other long-term prepaid plans are non-refundable, including on early cancellation; service continues until the end of the prepaid term.

15. Policy amendments

ZapUp reserves the right to modify this policy at any time. Changes are effective immediately upon posting the updated policy on this page, with the “Last updated” date revised accordingly.

16. Final authority

All refund decisions made by ZapUp are final and are granted solely at the company's discretion.

17. Contact

For any refund-related queries, write to support@zapup.marketing — our team is committed to efficient, personalized assistance. Please also review our Terms of Service and Privacy Policy for a complete understanding of your rights and obligations.