Cancellation & Refund Policy

1. What a booking payment covers

When you pay for a Café, Dinner, Movie, or Sports slot, that payment reserves your seat in a group our team is hand-matching for that slot. It is not a purchase you receive immediately — it holds your place while we build your group.

2. Booking is confirmed only after successful payment

A slot is not booked unless payment is successfully completed. A failed or pending payment does not reserve the slot.

3. Cancelling before your slot is paid

If you have started a booking but not completed payment, you can cancel it for free at any time from the Bookings screen. Nothing is charged, so there is nothing to refund. If a referral credit was already applied as a discount toward this unpaid booking, cancelling restores that credit to your account (see Section 14).

4. Booking cutoff

Bookings for a slot close at midnight IST, two days before the slot date. Group formation happens around this cutoff.

5. Cancelling a paid booking

Cancelling a paid booking is not currently self-serve in the app. To cancel, email teamzenz003@gmail.com before the booking cutoff with your full name, registered email, booking ID, activity, scheduled date, and reason for cancellation.

If you cancel before the cutoff, you receive a full refund of the amount paid, since group matching for that slot has not been finalized yet.

If you cancel after the cutoff, we are unable to offer a refund. By this point our team has started building your group around your seat, and other participants are relying on it.

6. No-shows and late arrival

Payment is not refunded if you do not show up to a booked slot, regardless of the reason or your no-show strike count. A no-show also cannot transfer the booking to another person.

A user who arrives late may still join if the meetup is ongoing. If the activity or venue booking has already ended, the user is treated as a no-show and is not refunded.

7. Group not formed

If Zen-Z cannot form the required group for an activity, the slot is cancelled and affected paid users receive an automatic full refund — you don't need to request it.

8. Zen-Z cancellation

If Zen-Z cancels a slot for any reason on our end — including venue unavailability or operational issues — you receive a full, automatic refund of the amount paid.

Cancelled bookings are not rescheduled.

9. Venue cancellation or unavailability

If a venue cancels or becomes unavailable at the last moment, Zen-Z will try to arrange a suitable alternative venue for the same activity. If no suitable alternative can be arranged, the event is cancelled and you receive a full refund.

10. Venue changes and price changes

Zen-Z may change the venue to a suitable alternative more than 24 hours before the event; the booking remains valid and no refund applies solely because of that change. If a venue increases its price after you have already paid, Zen-Z absorbs the increase — we do not charge you extra.

11. Payment failure, duplicate payments, and booking failure

If payment succeeds but a technical issue prevents your booking from being created, or if you are charged twice for the same booking, we manually review the transaction and process the appropriate refund.

12. “Bring a +1” bookings

A +1 companion is part of a single booking, not a separate one. The booking — including the +1's seat — follows all the cancellation and refund rules in this policy as one unit, at the combined price paid. A +1 cannot be added, removed, or refunded separately from the rest of the booking after payment.

13. How refunds are paid back

Approved refunds are issued to your original payment method through PayU. Users cannot request a refund be sent to a different UPI ID, bank account, wallet, or another person's account. Once a refund is initiated, it typically reflects in your account within 5–21 business days, depending on your bank or payment method — net banking refunds through certain banks may take longer.

14. Bookings paid with a referral credit

If your booking was fully or partially paid using a referral credit and it's cancelled under an eligible reason in this policy (Sections 3, 5, 7, 8, or 9), the referral credit itself is restored to your account for use on a future booking. If any part of that booking was paid in real money through PayU, that portion is refunded through PayU as described in Section 13. Since a referral credit has no cash value, it is never paid out as cash.

15. Customer misconduct

If a booking is cancelled because of user misconduct or a policy violation, refund treatment is decided case by case based on the circumstances.

16. Dissatisfaction with a match

Dissatisfaction with your matched group, without another qualifying cancellation reason, is not a basis for a refund. Zen-Z does not guarantee friendship, chemistry, or a particular social experience.

17. Chargebacks and payment disputes

Contact Zen-Z support first so payment issues can be investigated and resolved directly. If a formal chargeback or payment dispute is opened, Zen-Z will cooperate with the relevant payment provider.

18. Contact for refunds

For any cancellation or refund request, or a question about a charge, reach us at teamzenz003@gmail.com. Support is available 24×7 with a typical response target of within 24 hours.