Refund Policy

1. Scope

Zapna Softwares operates Zapna, a platform for Indian supermarkets to accept and fulfill grocery orders. This policy applies to prepaid and cash-on-delivery orders placed through Zapna services.

Return eligibility for products is described separately in the Return Policy. Privacy handling is described in the Privacy Policy.

2. Cancellations

Orders may be cancelled before the store begins picking, packing, or dispatching the order. Scheduled orders may be cancelled before the displayed cutoff time. Once an order is picked, packed, handed to a rider, or out for delivery, cancellation may be declined or handled by support depending on the order state.

3. Out-of-stock items and substitutions

If an item is unavailable, Zapna may remove it from the order or ask the customer to approve a substitute. Removed items and approved lower-priced substitutes result in a partial refund or bill adjustment. Higher-priced substitutes require customer approval before charging the difference.

4. Refund eligibility

Refunds may be approved for valid cancellations, removed items, failed or duplicate payments confirmed by the payment provider, unavailable items, approved returns, wrong items, expired items, damaged items, short-weight delivery, or quality issues accepted after review.

Change-of-mind refunds are not normally available for perishable groceries after picking, packing, dispatch, or delivery.

5. Refund method and timing

Approved prepaid refunds are normally routed to the original payment method through Zapna's payment provider where supported. Cash-on-delivery refunds may require a manual bank transfer or another support-approved method.

After approval, refunds are usually credited within 3 to 5 working days, subject to bank, card network, UPI, wallet, or payment-provider timelines. Some banks and payment providers may take longer to show the credit in the customer account.

6. Partial refunds

Where only part of an order is cancelled, unavailable, returned, or accepted for quality review, Zapna may issue a partial refund for the affected item value, weight adjustment, tax adjustment, delivery-fee adjustment, or other applicable charge.

7. Failed, pending, or duplicate payments

If money is debited but the order is not confirmed, the customer should contact Zapna with the order attempt details and payment reference where available. Zapna will verify the payment status with the payment provider and either confirm the order, initiate a refund, or guide the customer based on provider status.

8. Disputes and chargebacks

Customers should first contact Zapna support so the order, store, delivery, and payment records can be reviewed. If a dispute is raised with a bank or payment provider, refund handling may follow the provider's dispute process and timelines.

9. How to raise a refund request

Contact joel@zapna.shop with the order number, item details, issue description, payment reference if available, and photos where needed for review. Do not share UPI PINs, OTPs, card numbers, banking passwords, or wallet credentials.