Cancellation and Refund Policy

This Policy explains cancellation and refund rights for purchases of virtual coins, digital gifts, subscriptions and other paid digital features offered through ZocoLive by AHAM INNOVATIONS PRIVATE LIMITED (Company, we, our or us). References to subscriptions or memberships apply only where these products are offered.

It is read with the Terms of Service, Privacy Policy and Grievance Redressal Policy. It takes account of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 as amended and in force, and other applicable Indian laws.

Mandatory consumer rights prevail over any restriction in this Policy or purchase terms.

Before payment, the purchase screen will show the product, quantity or duration, total price, applicable taxes and compulsory charges, delivery or activation terms, and any renewal conditions.

Purchases and recurring payment mandates require affirmative consent; a purchase does not by itself authorise future automatic charges.

Please check the account ID, package and amount before confirming payment. Use only payment channels or sellers identified by ZocoLive as authorised. Keep the receipt or transaction reference.

Where payment succeeds, coins or features are delivered within the period shown at checkout; if no period is specified, they should normally be available promptly after payment confirmation.

You may leave checkout before authorising payment. Once a payment is pending or completed, contact us to request cancellation; a pending bank transaction cannot always be stopped immediately.

If an undelivered order is cancelled successfully, any payment received for it will be refunded.

As an additional customer-service benefit, an accidental direct purchase of coins or a duplicate purchase may be submitted for refund within 7 calendar days of purchase if all coins and bonus benefits attributable to that purchase remain unused and have not been gifted, transferred or converted into other benefits.

Eligible verified requests will be refunded to the original payment source, with the associated coins and promotional benefits removed.

This 7-day window is a voluntary benefit, not a deadline for statutory claims, failed payments, unauthorised transactions or deficient service complaints.

We do not offer unrestricted redemption of coin balances for cash. An eligible purchase refund reverses the original transaction; it is not a user withdrawal or agency settlement.

No cancellation or refund-processing fee is charged by the Company under this Policy.

We will investigate and provide the applicable refund or correction where:

• A payment has been collected but the purchased coins or service have not been delivered within the promised period.
• The same order has been charged more than once. A verified excess charge will be refunded without affecting the valid purchase.
• The package, quantity or paid feature delivered differs from what was advertised or agreed.
• A paid service is defective, materially deficient or unavailable, giving rise to a refund or other remedy under applicable law.
• An unauthorised or incorrect charge is established, or a charge is made after a valid cancellation has taken effect.
• We cancel an undelivered order, cannot provide the purchased service, or a refund is otherwise required by law or a binding order.

We may offer delivery, restoration, correction or another suitable remedy where appropriate, but will not force a replacement or platform credit in place of a monetary refund to which you are legally entitled.

A temporary disruption does not automatically require a full refund; the remedy will reflect the failure, affected paid benefit and applicable rights.

Except for rights preserved in section 4 or other applicable law, successfully delivered coins that have been spent and digital gifts that have been successfully sent cannot ordinarily be cancelled or refunded solely because of a change of mind, dissatisfaction with a host’s personal response, or later inactivity on the Platform.

A successfully delivered gift does not guarantee attention, a personal relationship, income or any service not expressly included in the purchased offering.

This does not excuse an advertised benefit not being provided, deception, fraud, unauthorised use or a technical error.

If coins were deducted but a gift failed because of a verified Platform error, we will restore the affected coins or provide the monetary remedy due under this Policy or law.

Spending coins does not automatically defeat a proven unauthorised-payment or service-deficiency claim.

Free promotional coins and rewards have no standalone cash refund value. On refund of a paid package, the related free benefits may be reversed.

Any partial refund will use the actual amount paid and a reasonable, disclosed allocation to the affected portion; promotional value will not inflate the refund.

Where auto-renewal is offered, its amount, billing period and cancellation route will be disclosed before consent.

Cancel through the channel where you subscribed: the Platform’s subscription controls or support for direct purchases, or the relevant app-store subscription settings for store-billed purchases.

You may also revoke a payment mandate using the bank or payment provider’s available controls.

Cancellation stops future renewals once effective; access normally continues until the end of the paid period.

It does not automatically refund a properly supplied current period. If a renewal was already processed, its refund eligibility will be reviewed under this Policy.

Deleting the app or account alone may not cancel a separately managed app-store subscription or bank mandate; cancel that arrangement as well.

If money is debited but the order is shown as failed or pending, check the transaction status and contact us with the reference rather than repeatedly paying.

We will reconcile our records with the payment provider. Where the payment failed and did not settle to us, reversal is handled through the bank or payment system under its applicable rules.

Where we received the money, we remain responsible for delivery or an eligible refund.

RBI-prescribed reversal and compensation requirements, where applicable to the payment provider and transaction type, are not extended or replaced by this Policy.

A successful payment followed by missing coins is assessed as a delivery issue, not automatically treated as a failed bank transaction.

Report suspected unauthorised payments immediately to your bank or payment provider and to us. Secure your account and preserve the transaction reference.

We may temporarily restrict the disputed balance while reviewing the claim and assisting the provider.

Liability and remedies depend on the facts and applicable law; we do not impose automatic liability merely because an account or device was used.

Suspected purchases without valid authority, including purchases involving minors, will receive case-specific review.

For purchases billed by an app store, submit the refund request through that store’s purchase or support process.

Its payment-processing procedures apply, subject to mandatory law. We will assist with Platform records and service issues and will not reject a valid complaint solely because a third party processed payment.

For purchases through an authorised seller, provide the seller details, receipt and ZocoLive account ID so responsibility and delivery can be verified.

This Policy does not exclude the Company’s responsibility for its own acts or those for which it is legally accountable.

For an unrecognised third-party payment, contact us for verification and notify your payment provider promptly; recovery cannot be guaranteed where the payment never reached us or an authorised channel.

Provide your account ID, purchase date, amount, order or payment reference, reason and relevant screenshots or receipts.

State whether any refund or chargeback has already been requested or received.

We may request proportionate verification through a secure channel. Do not share passwords, OTPs, CVVs or unnecessary unmasked identity documents.

A bank complaint is not a prerequisite to raising an eligible refund request with us.

We acknowledge complaints within 24 hours and communicate a reasoned resolution within 7 calendar days, consistently with our Grievance Redressal Policy, subject to any shorter mandatory deadline.

We will give a complaint reference or recorded complaint details and explain any rejection and available escalation.

Routine information requests do not automatically suspend a statutory deadline.

After approval, we will initiate the refund within 5 business days, or sooner if applicable law requires.

Approved refunds are returned to the original payment source wherever possible.

Actual bank posting is generally expected within 5–10 business days after initiation, depending on the payment method; this is an estimate, not an extension of a mandatory deadline.

We will provide the available refund reference and help trace a delayed refund.

If the original payment route is unavailable, we will agree a lawful, securely verified alternative for the original payer.

We do not pay refunds into an unrelated third party’s account or substitute coins for a monetary refund without your agreement.

The refund includes the applicable tax component of the refunded consideration, with appropriate invoice or credit-note adjustments.

We do not deduct our gateway fees from a refund due for duplicate charging, non-delivery or deficient service.

Any external bank charge not collected by us is assessed under the bank’s terms and applicable law.

Business days mean Monday to Friday, excluding public holidays applicable to the processing bank; statutory calendar-day deadlines are separate.

Voluntary account deletion or a lawful suspension does not automatically create a refund entitlement, but it also does not extinguish an existing statutory refund claim or authorise confiscation of legally payable money.

Refund support remains available by email when account access is restricted.

If we discontinue a paid service and cannot fulfil it, we will provide the legally required refund for the unprovided portion.

If purchased unused coins become unusable because we permanently discontinue the relevant service, we will provide a refund attributable to the unused paid balance, excluding free promotional value.

Any proposed alternative requires your agreement where a refund is due.

You may seek review under our Grievance Redressal Policy or approach the National Consumer Helpline and a competent Consumer Commission.

GAC appeals remain available for matters within its jurisdiction.

No internal process removes statutory remedies or filing deadlines.

Indian law applies; Kolkata jurisdiction is subject to your mandatory right to approach another competent forum.

Updates apply from publication and will not retrospectively reduce existing purchase rights.