Zanoo Refunds & Cancellation Policy

What this policy covers

This policy applies to every payment made for Zanoo, the WhatsApp and web-chat platform operated by Codexlab Enterprise Pvt Ltd — subscription fees, seat and volume overages, messaging top-ups and any one-time onboarding fee.

It forms part of the Zanoo Terms & Conditions. A signed enterprise order form, where one exists, prevails over this policy for that customer.

Consulting and custom development delivered by Codexlab outside the Zanoo product are governed by the Codexlab Refunds & Cancellation Policy instead.

A digital service — no goods, no shipping

Try it before you pay

Zanoo has a free forever plan. It costs nothing, needs no card, and exists precisely so you can evaluate the inbox, chatflows and WhatsApp onboarding before committing money. We would genuinely rather you tested there than paid and asked for it back.

The free plan is free, so nothing is refundable on it.

7-day refund on your first paid subscription

If you are upgrading to a paid Zanoo plan for the first time and it is not right for you, email support@zanoo.in within 7 calendar days of that first payment and we will refund the subscription fee in full.

Conditions: it applies once per business, to the first paid subscription only; it does not apply to renewals, upgrades, plan changes, additional seats or top-ups; and it does not apply where the account was suspended or terminated for breach of the Terms.

WhatsApp messaging charges are never refundable

Meta charges for messages sent through the WhatsApp Business Platform, at rates Meta sets and revises. Zanoo either passes those charges through to you at cost or Meta bills your account directly.

Once a message is submitted to Meta, the charge is incurred and cannot be recovered by us — not by Zanoo, not by you. This holds regardless of the outcome:

• The recipient never read the message, or had blocked you.
• A campaign was sent to the wrong segment, or with the wrong content.
• A template was later paused, rejected or disabled by Meta.
• Your quality rating dropped or your number was restricted after sending.
• You cancelled Zanoo the same day.

The one exception: if a charge was incurred because of a demonstrable defect in Zanoo — for example our system duplicated a broadcast, or sent to a segment you did not select — we will credit the affected messaging charges to your Zanoo balance once we have verified it in our logs. Report it within 7 days of the send.

Please test campaigns on a small internal segment first. It costs almost nothing and prevents the expensive version of this conversation.

Cancelling your subscription

You can cancel at any time from Settings → Billing in your workspace, or by emailing support@zanoo.in from the account owner’s address. There is no cancellation fee and no notice period.

Accidental renewals

We send a renewal reminder before each annual renewal, and before monthly renewals where you have asked for one. If a renewal charge still catches you by surprise:

• Tell us within 7 days of the charge, and
• You have not used the service in the new billing period beyond incidental logins — no messages sent, no campaigns run,

— and we will cancel the renewal and refund it in full. Beyond that window, or where the period has been actively used, the standard cancellation rules above apply.

Upgrades, downgrades and seats

• Upgrades take effect immediately. You are charged the pro-rata difference for the remainder of the current period.
• Downgrades take effect at the start of the next billing period. We do not refund the difference for the current period, because you keep the higher plan’s features until it ends.
• Adding seats is charged pro-rata immediately. Removing seats takes effect at the next renewal and is not refunded mid-period.
• Overages for contacts, messages or seats beyond your plan limits are billed in arrears for usage that has already happened and are not refundable.

Messaging top-ups and prepaid balance

• Top-ups are prepaid credit applied only to WhatsApp messaging charges. They are not a deposit and cannot be applied to subscription fees.
• Credit does not expire for 12 months from the date of purchase.
• Consumed credit is not refundable.
• Unused credit is refundable only on full account closure, only if the top-up was made within the previous 6 months, and less any transaction charges. Below ₹500, unused credit is not refunded, because the processing cost exceeds the amount.
• Credit is not transferable to another account and has no cash value except as stated above.

What we do not refund

• Meta decisions. Rejection of your business verification, display name or templates; a drop in quality rating; reduced messaging limits; or restriction, ban or suspension of your WABA by Meta. These are Meta’s calls, not Zanoo’s, and are excluded under the Terms.
• Suspension or termination for breach of the Terms, the Meta Terms, the WhatsApp Commerce Policy or the law — including sending without valid opt-in. No refund is due, and outstanding charges remain payable.
• Third-party costs — Meta messaging charges, payment gateway fees, SMS or email credits, and any integration you subscribe to separately.
• Taxes already remitted. GST is adjusted through a credit note in the manner permitted under GST law rather than refunded directly.
• Non-use. Paying for a period and not logging in is not a ground for a refund; the capacity was available to you throughout.
• Downtime of third parties — Meta’s platform, your network, or a service you connected.
• Beta, preview and free-plan features, which carry no service commitment.
• Requests made more than 30 days after the charge they relate to.

When something is our fault

If Zanoo itself fails you, we make it right:

• Extended outage. If Zanoo (excluding Meta outages and scheduled maintenance) is unavailable for more than 24 consecutive hours or more than 72 hours in a calendar month, tell us and we will credit the affected portion of your subscription fee pro-rata, or refund it if you prefer.
• Feature removal. If we remove or materially degrade a feature you subscribed for, you may cancel and receive a pro-rata refund of prepaid fees for the unused period.
• Price increase. If we raise prices, you may cancel before the new rate takes effect and receive a pro-rata refund of anything prepaid beyond that date.
• Service discontinued. If we shut Zanoo down, we give 90 days’ notice and refund prepaid fees for the unused period in full.
• Platform defect causing charges. Verified messaging charges caused by a Zanoo defect are credited, as set out above.

Duplicate, excess and failed payments

• Duplicate charge — refunded in full, no questions asked.
• Charged after cancellation — refunded in full.
• Wrong amount charged — the difference is refunded or credited, at your choice.
• Debited but not credited to your account — usually an unsettled gateway transaction that reverses within 5–7 working days. Send us the transaction reference and we will chase the gateway.
• Failed renewal payment — we retry and notify you. Nothing is charged twice for the same period.

How to request a refund

Email support@zanoo.in from the account owner’s registered address, with the subject line "Refund request", and include:

1. Your workspace name or account ID, and the registered business name.
2. The invoice number, payment date and amount.
3. The transaction reference, UTR or payment ID.
4. The reason for the request, and what outcome you want.

How refunds are paid

• Always to the original payment method and the original payer — the same card, UPI ID or bank account.
• If that method is closed, we refund by NEFT/RTGS to an account in the same legal name, after verification.
• Refunds are issued in the currency of the original payment; exchange-rate movement and remittance charges on international payments are yours.
• A GST credit note accompanies any refund of a taxed invoice.
• We do not refund to third-party accounts, in cash, or in cryptocurrency.

Chargebacks

Please raise a dispute with us before your bank — we resolve genuine billing errors in days, while a chargeback takes weeks. Filing one without contacting us allows us to suspend the workspace until the dispute is resolved, and we will submit account, usage and delivery records to your issuer. Where the chargeback is decided in our favour, recovery costs become payable by you.

If you disagree with our decision

Write to our Grievance Officer at support@zanoo.in within 15 days, marking the email "Refund escalation". The matter is reviewed independently of the original decision and answered within 30 days. Unresolved disputes are handled under the governing law and arbitration provisions of the Zanoo Terms & Conditions. Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable law.

Contact

This policy forms part of the Zanoo Terms & Conditions and should be read with the Zanoo Privacy Policy.
Zanoo is a product of Codexlab Enterprise Pvt Ltd · Kandivali West, Mumbai, Maharashtra, India