This Refund and Cancellation Policy explains when and how customers of ZANIKA ECO PICKUP PRIVATE LIMITED ("Zanika", "we", "us", or "our") can cancel service requests and request refunds for payments made towards our waste pickup and related services. This Policy should be read together with our Terms and Conditions and Privacy Policy.
1 Scope of this Policy
1.1 This Policy applies to all paid services provided by Zanika, including but not limited to one-time waste pickups, scheduled/recurring pickups, and any add-on services booked through our mobile applications, website, or authorized partners.
1.2 This Policy does not limit any statutory rights that customers may have under applicable consumer protection laws in India, including the Consumer Protection Act, 2019.
2 Service Cancellations by Customers
2.1 Before Pickup is Assigned or Dispatched
✅ You may cancel a scheduled pickup at no charge any time before a collection partner has been assigned or dispatched. In such cases, 100% of any prepaid amount will be eligible for refund.
2.2 After Partner is Assigned / On the Way
If you cancel after a collection partner has been assigned and is already on the way to your location, Zanika may deduct a visit or convenience fee to cover operational costs (such as time and travel). The applicable fee will be communicated in the app/website at the time of booking and may vary by city or service type.
2.3 Cancellation at the Doorstep / No-Show
⚠️ If the partner reaches your location and is unable to complete the pickup due to your unavailability, inability to access the premises, or refusal to hand over the agreed waste, Zanika reserves the right to treat this as a completed visit and no refund may be applicable. Any subsequent pickup will be treated as a new order.
3 Service Cancellations by Zanika
3.1 Zanika may cancel a service request due to reasons including, but not limited to:
- Unavailability of collection partners in your area
- Safety concerns for staff
- Incorrect or incomplete address details
- Non-compliance with waste guidelines (e.g., hazardous waste disclosed at the last minute)
- Events beyond our reasonable control (force majeure)
3.2 In such cases, where you have already made a payment for the service and no service has been provided, you will be entitled to a full refund of the amount paid for that specific order.
4 Refund Eligibility
Subject to Sections 2 and 3 above, a payment may be eligible for refund where:
- The service was cancelled in accordance with this Policy; or
- A confirmed booking was not fulfilled by Zanika or its partners, and no alternative slot acceptable to you could be provided; or
- There was a clear error in billing or duplicate charge; or
- Zanika has otherwise agreed in writing (email/app support) to provide a refund in a specific case.
Refunds will not be provided where:
- Service was completed substantially as described and there is no deficiency in service; or
- Cancellation or no-show is attributable to the customer after the partner has reached the location; or
- The request falls under clearly marked non-refundable promotional or special services.
5 How to Request a Refund
5.1 To request a refund, you must contact Zanika within 7 days of the original scheduled service date, providing:
- Your registered mobile number or email
- Order ID/booking reference
- A clear description of the issue
5.2 You can raise a refund request through:
6 Refund Method and Timelines
6.1 Approved refunds will generally be processed to the original method of payment (e.g., UPI, card, net banking, wallet) whenever technically feasible.
6.2 Once a refund is approved by Zanika, we will initiate the refund within 7–10 business days. The actual time for the amount to reflect in your account may vary depending on your bank, card issuer, or payment gateway.
6.3 In some cases (such as failed or expired payment instruments), we may request alternative bank details from you to process the refund via NEFT/IMPS.
6.4 Zanika is not responsible for any delays caused by payment processors, banks, or other intermediaries, though reasonable efforts will be made to assist you in tracking refund status.
7 Special Cases and Adjustments
7.1 Where only part of a service is affected (for example, partial pickup due to quantity mismatch or access limitations), Zanika may offer a pro-rated refund or credit at its sole discretion, based on the portion of service not delivered.
7.2 Promotional vouchers, coupons, and referral credits are non-refundable in cash and, where possible, may be re-credited as app/website credits subject to their original terms and validity.
7.3 Any convenience fees, payment gateway charges, or government taxes already paid may not be refundable except where required by law or explicitly stated otherwise.
8 Policy Abuse and Fraud
8.1 Zanika reserves the right to refuse or limit refunds to any user who is reasonably suspected of misusing the cancellation and refund process, including repeated last-minute cancellations, false claims about non-performance, or any fraudulent activity related to payments.
8.2 In serious cases, Zanika may suspend or terminate the user's account in accordance with the Terms and Conditions.
9 Changes to this Policy
9.1 Zanika may update or modify this Refund and Cancellation Policy from time to time to reflect changes in our services, operational practices, or applicable legal requirements.
9.2 Any material changes will be notified by updating the "Last Updated" date and, where appropriate, by additional notice via email, app notification, or website banner.
9.3 Your continued use of our Services after the effective date of any changes will constitute your acceptance of the updated Policy.
10 Contact
If you have any questions about this Refund and Cancellation Policy, or if you wish to raise a refund or cancellation request, please contact:
ZANIKA ECO PICKUP PRIVATE LIMITED
Miyapur, Hyderabad
Phone: +91 8688049065
Email: zanikaconnect@gmail.com
We will endeavor to respond to all such queries and requests within 10 business
days, subject to the completeness of the information provided.