This Refund & Cancellation Policy explains when payments made to ZIVOXA for platform services may be refunded. It applies to fees paid through the ZIVOXA apps or website via our payment partners (such as Razorpay). It does not govern money brands pay creators for campaigns outside our platform fees.
Related documents: Terms of Service, Creator Terms, Privacy Policy.
1. Overview
Platform fees generally pay for digital services (visibility on the marketplace, featured placement processing, account tooling). Because these services can begin immediately after successful payment, refunds are limited to the cases below.
2. Creator listing / go-live fees
Where Creators pay a listing (or renewal) fee to appear publicly on ZIVOXA:
- Generally non-refundable once listing is activated or the payment is successfully captured and entitlements are granted, including if you later choose not to use the account, change niche, or receive fewer enquiries than expected.
- Possible refund or credit if we fail to activate a paid listing due to a verified platform error after successful payment, and we cannot restore access within a reasonable time.
- Duplicate charge — if the same listing period is charged twice due to a technical fault, we will refund the duplicate amount after verification.
- Rejection after payment — if product rules require approval and your profile is permanently rejected for policy reasons after payment, we may offer a refund or credit at our discretion after review (fraudulent or abusive applications may be denied).
3. Boosts & featured placements
- Fees for boost / featured requests are generally non-refundable once the request is accepted into review or placement has started.
- If we decline a boost request without providing the paid placement and no alternative is offered, you may request a refund of that boost fee.
- Ending a campaign early, seasonal demand changes, or dissatisfaction with lead volume are not automatic refund grounds.
4. Failed, pending, or cancelled gateway payments
- If a payment fails or is cancelled at the gateway before capture, no ZIVOXA fee is due for that attempt.
- Amounts deducted by your bank/UPI for a failed transaction are typically auto-reversed by the payment provider/bank as per their timelines (often several business days). Contact your bank if a pending debit does not reverse.
5. Creator withdrawals & monetize
Withdrawals of creator earnings (where enabled) are payouts to you, not purchases from ZIVOXA. Once a withdrawal is processed to your payout instrument, it cannot be “refunded” back through this Policy. Failed payouts may be retried or returned to your ZIVOXA wallet balance as shown in-app. See Creator Terms.
6. Cancellations
- You may stop using ZIVOXA or request account deletion at any time; this does not by itself create a refund for unused listing time.
- Auto-renewal (if offered) can be turned off before the renewal date where the product provides that control; after renewal charges succeed, Section 2 applies.
7. How to request a refund
- Sign in and open Help / Support in the app, or email billing@zivoxa.in.
- Include registered email, payment ID / order ID from Razorpay or in-app receipt, date, amount, and reason.
- We may ask for screenshots or bank statements for duplicate-charge cases.
8. Review timelines
We aim to acknowledge refund requests within 3 business days and complete a decision within 7–10 business days after receiving complete information. Approved refunds are initiated to the original payment method; banks may take additional time to post the credit.
9. Chargebacks & abuse
Filing an unfair chargeback without contacting us first may lead to account suspension while we investigate. Proven fraud, policy evasion, or abuse of the refund process may result in denial of refunds and account action under our Terms.
10. Contact
Billing: billing@zivoxa.in
Escalation: Contact / Grievance