ZINGATO

REFUND AND CANCELLATION POLICY

Effective Date: 31st Dec 2025  |  Version 2.0

1.  Overview

Zingato, operated by Badabajar IT Solution, is committed to ensuring a fair and satisfactory experience for all its customers. This Refund and Cancellation Policy outlines the circumstances under which a refund or cancellation may be requested, the process for raising such requests, and the timelines and methods for processing approved refunds.

This Policy is published in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and forms part of the Terms and Conditions governing use of the Zingato Platform. By placing an order on the Platform, you agree to the terms of this Policy.

2.  Cancellation Policy

2.1  Cancellation by the Customer

A customer may cancel an order without charge provided the cancellation request is submitted before the order has been accepted and preparation has commenced by the Vendor. Once the Vendor has accepted the order and begun preparing it, cancellation by the customer shall not be permitted and no refund shall be issued.

To cancel an eligible order, the customer must contact Zingato support immediately via WhatsApp at +91 7979767667 or by email at support@zingato.in, or through the cancellation option in the Platform (if available at the time of the order).

2.2  Cancellation by the Vendor

In the event that a Vendor is unable to fulfil an accepted order due to unavailability of items, closure, or any other operational reason, the Vendor will notify the Platform. The customer will be informed promptly, and a full refund of the amount paid will be processed in accordance with Section 4 of this Policy.

2.3  Cancellation by Zingato

Zingato reserves the right to cancel any order at its sole discretion in the following circumstances:

• The ordered item is no longer available from the Vendor.
• The delivery location falls outside the Platform’s serviceable area.
• Suspected fraudulent activity or misuse of the Platform.
• Force majeure events including natural disasters, curfews, or government-imposed restrictions.
• Any other circumstance that renders fulfilment of the order impracticable.

In all such cases, a full refund will be issued to the customer.

3.  Refund Eligibility

A refund request will be considered eligible in the following circumstances:

• The order was accepted and confirmed by the Platform but was not delivered to the customer.
• The items delivered are completely different from what was ordered by the customer.
• The delivered food or product is spoiled, stale, damaged, or unsafe for consumption or use.
• The order was cancelled by the Vendor after payment was received by the Platform.
• The customer was charged twice for the same order due to a technical or payment gateway error.
• The order was cancelled by Zingato for any reason as described in Section 2.3 above.

4.  Situations Where Refunds Are Not Applicable

Refunds shall not be issued in the following cases:

• The customer changes their mind after placing the order and the Vendor has already commenced preparation.
• Delivery is delayed due to circumstances beyond Zingato’s reasonable control, including heavy traffic, adverse weather conditions, road blockages, or force majeure events.
• The customer provided an incorrect delivery address, incorrect contact number, or was unavailable at the delivery location at the time of delivery.
• The customer’s personal preference regarding taste, spice level, or portion size, unless the order received is factually and materially different from what was ordered.
• The order has already been delivered and accepted without any complaint raised at the time of delivery.
• Refund requests raised after the time limit specified in Section 5.1 of this Policy.

5.  Refund Request Process

5.1  Time Limit for Raising a Request

All refund requests must be raised within two (2) hours of the scheduled or actual delivery time, whichever is earlier. Requests submitted after this window will not be entertained, except in cases of double payment or technical errors, which may be reported within 24 hours.

5.2  How to Raise a Refund Request

Customers may raise a refund request through any of the following channels:

• WhatsApp: +91 7979767667
• Email: support@zingato.in
• In-App Support (if available)

When raising a request, the customer should provide the order ID, a description of the issue, and supporting evidence such as a photograph of the incorrect or damaged item, wherever applicable.

5.3  Verification and Approval

Upon receipt of a refund request, the Zingato support team will verify the claim by reviewing the order details, communicating with the assigned Vendor, and examining any evidence provided. Zingato reserves the right to approve or decline refund requests based on the outcome of this verification. The decision of Zingato shall be final, subject to the customer’s right to approach the appropriate consumer forum under the Consumer Protection Act, 2019.

6.  Refund Method and Timeline

Approved refunds will be processed within five (5) to seven (7) business days from the date of approval. Refunds will be credited through the original payment method used at the time of the order, as follows:

• UPI payments: Refunded to the originating UPI-linked bank account.
• Debit or credit card payments: Refunded to the same card. The credit may take additional time to appear depending on the issuing bank.
• Digital wallet payments: Refunded to the originating wallet.
• Cash on Delivery (COD) orders: Since payment is collected in cash, refunds for eligible COD orders will be issued as Zingato Platform Credits, which can be applied toward future orders on the Platform. Cash refunds for COD orders shall not be processed.

In certain cases, at the sole discretion of Zingato, a refund may be issued as Zingato Platform Credits rather than a monetary refund, regardless of the original payment method. Customers will be informed if this is the case at the time of approval.

7.  Vendor Subscription Refunds

Subscription fees paid by Vendor partners for access to the Zingato Platform are non-refundable once the free trial period has concluded and the subscription has been activated, except where required by applicable law. Vendors who experience technical issues preventing access to the Platform during a paid subscription period may raise a support request at support@zingato.in, and Zingato will investigate and provide an appropriate remedy, which may include a subscription extension.

8.  Dispute Resolution and Consumer Rights

If a customer is dissatisfied with the outcome of a refund request or the manner in which a complaint has been handled, they may escalate the matter by writing to the Zingato Grievance Officer at support@zingato.in. The Grievance Officer will review the case and provide a final response within 30 days.

Customers also retain the right to approach the appropriate consumer forum or authority under the Consumer Protection Act, 2019, or any other applicable law, if their grievance is not resolved to their satisfaction.

9.  Amendments to This Policy

Zingato reserves the right to modify this Policy at any time. Changes will be communicated through an in-app notification or by email. Continued use of the Platform after the effective date of any revision constitutes acceptance of the updated Policy.

10.  Contact for Refund and Cancellation Queries

• WhatsApp / Phone: +91 7979767667  |  +91 8677992256
• Email: support@zingato.in
• Address: A2 Hospital, Kamla Rai College Road, Gopalganj, Bihar — 841428
• Website: www.zingato.in

Your satisfaction matters to us. We are committed to resolving every genuine concern fairly and promptly.

ZINGATO

Managed by Badabajar IT Solution  •  support@zingato.in  •  www.zingato.in