Refund & Cancellation Policy

1. How ZYXA payments work

ZYXA operates as a peer-to-peer (P2P) marketplace. This means:

The buyer pays a small ZYXA Assurance Fee to ZYXA at the time of booking via Razorpay or Cashfree. This fee secures the booking and funds buyer protection.
The provider's service fee is paid directly by the buyer to the provider after the job is completed — via UPI, QR scan, GPay, PhonePe, or cash. ZYXA does not collect or hold the provider's earnings.
ZYXA is never a party to the financial settlement between the buyer and provider for the service itself.

What this means for refunds: If a cancellation or refund applies, it is always in relation to the ZYXA Assurance Fee paid at booking — not the provider's service fee, which is settled separately between the parties.

2. What ZYXA collects — The Assurance Fee

At the time of booking confirmation, ZYXA collects the ZYXA Assurance Fee via Razorpay (primary) or Cashfree (fallback):

Order Type	Assurance Fee
Standard service booking	10% of provider's quoted amount, GST-inclusive, capped at ₹99 maximum
Site visit booking	Flat ₹50 (fixed, no cap)

The Assurance Fee is transparently displayed before booking confirmation. No additional charges are applied by ZYXA after checkout. GST is included in the fee (not added on top).

Example

Provider quotes ₹800 for a plumbing job. Assurance Fee = 10% of ₹800 = ₹80 (GST-inclusive, below the ₹99 cap). Buyer pays ₹80 to ZYXA at booking and ₹800 directly to the provider after the job is done.

3. Buyer cancellation — Scheduled orders

For orders with a scheduled service slot, the refund of the Assurance Fee follows a binary 3-hour cutoff:

Time Before Scheduled Slot	Assurance Fee Refund
3 or more hours before slot	Full refund of Assurance Fee paid
Under 3 hours before slot	No refund — Assurance Fee is retained

Why 3 hours? A provider who has a booking within 3 hours has likely already prepared, arranged travel, or declined other work. The 3-hour cutoff protects providers from last-minute cancellations while keeping the policy simple and predictable for buyers.

4. Buyer cancellation — Urgent orders

Urgent orders (no scheduled slot — service ASAP) follow a payment-stage rule:

Stage at Cancellation	Assurance Fee Refund
Before payment (status: pending or offer_accepted)	Free cancellation — no fee was collected
After payment (status: confirmed or later)	No refund — Assurance Fee is retained

Why are urgent post-payment cancellations non-refundable? When a buyer confirms an urgent order, the provider immediately prioritises that job — often declining other work. The non-refundable policy protects providers from last-minute reversals after they have committed.

5. Status-based overrides

Regardless of timing, certain booking statuses override the above rules:

Booking Status	Cancellation Rule
On the way or Arrived	No refund — treated as under 3 hours regardless of slot time
Work started, In progress, or Completed	Non-cancellable — use the in-app dispute flow

6. How refunds are processed

When a refund is due, it is returned to your original payment method via Razorpay or Cashfree:

Payment Method	Typical Refund Timeline
UPI	1–3 business days
Debit card	5–7 business days
Credit card	5–10 business days
Net banking	5–7 business days

If you have not received your refund within 10 business days, contact support@zyxa.in with your order ID.

7. Provider cancellations

When a provider cancels a confirmed booking, ZYXA acts in the buyer's interest:

The buyer receives a full refund of the Assurance Fee paid at booking
The buyer additionally receives a ZYXA Assurance Credit equal to the Assurance Fee, deposited to their in-app wallet as compensation for inconvenience
The provider incurs a cancellation penalty equal to the booking's Assurance Fee, deducted from their ZYXA wallet. If the wallet balance is insufficient, a negative balance is recorded and must be cleared before new jobs can be accepted.

Time Before Slot / Condition	Provider Penalty
3 or more hours before slot	No penalty
Under 3 hours before slot	Penalty = Assurance Fee of that booking
On the way or Arrived status	Penalty = Assurance Fee of that booking

Why is the penalty equal to the Assurance Fee? The penalty mirrors exactly what the buyer paid to secure the booking. It keeps the system symmetric — the buyer is made whole, and the provider bears the cost of the disruption they caused. As the Assurance Fee is capped at ₹99, penalties are never disproportionate.

8. Provider no-shows

If a provider does not arrive within a reasonable time of the scheduled slot and does not contact the buyer or update their status, the booking may be marked as a no-show by the system or by the buyer:

The buyer receives a full refund of the Assurance Fee
The buyer receives a ZYXA Assurance Credit equal to the Assurance Fee
The provider is penalised: penalty = Assurance Fee of that booking
Repeated no-shows may result in temporary suspension or permanent removal from the Platform

9. ZYXA Assurance

ZYXA Assurance is our buyer protection mechanism. When a provider cancels late or does not show up, ZYXA automatically credits your in-app wallet with an amount equal to the Assurance Fee you paid for that booking. This credit:

Is available immediately in your ZYXA wallet
Can be applied to any future booking on the Platform
Does not expire
Is non-transferable and non-redeemable for cash

10. Disputes

If you have a complaint about a completed service, or if you believe a refund decision is incorrect:

Use the in-app dispute flow within 24 hours of service completion
Or email support@zyxa.in with your order ID and a description of the issue

We review all disputes within 48 hours and will contact both parties. Dispute decisions are communicated via the app and email.

11. Contact

For refund-related enquiries, include your order ID for faster resolution:
Email: support@zyxa.in
WhatsApp: +91 89045 98844 (Mon–Sat, 9 AM–7 PM IST)

Zyxee Private Limited
Registered Office: No-558, 2nd Floor, 2nd Stage, Kanakashree Layout, Bagalur, Bengaluru, Karnataka 562149, India