Refund & Cancellation Policy

1. Nature of Services

Zaple operates as:

• A Software-as-a-Service (SaaS) provider; and
• A technology marketplace and intermediary platform facilitating event ticket sales by independent event organisers.

• Zaple collects payments from users and remits ticket proceeds to event organisers after deducting applicable platform fees, taxes, gateway charges, and adjustments.
• Zaple does not organise, manage, or control events listed on the Platform.

2. Subscription Fees

• All subscription fees are charged in Indian Rupees (INR).
• Fees are billed in advance (monthly/quarterly/annually).
• Payments are processed via RBI-authorised payment aggregators such as Razorpay and Easebuzz.
• Applicable GST shall be charged in accordance with Indian law. A tax invoice will be issued.

3. Cancellation of SaaS Subscription

Users may cancel subscriptions at any time through their account or by written request. Cancellation:

• Prevents future auto-renewals.
• Does not entitle the user to a refund for the current billing cycle.

No refunds shall be provided for:

• Partial subscription periods.
• Unused services.
• Downgrades during active billing cycle.
• Setup, onboarding, or implementation fees once services commence.
• Custom development services.

4. SaaS Refund Eligibility

Refunds may be granted only in the following cases:

• Duplicate payment due to technical error.
• Payment deducted but subscription not activated.
• Billing error attributable to Zaple.

5. Marketplace & Intermediary Status

Zaple operates as a technology intermediary platform. Zaple:

• Does not own or conduct events;
• Does not control event policies;
• Does not guarantee event execution;
• Acts solely as a limited payment collection agent for event organisers.

While Zaple collects ticket payments, such collection is undertaken on behalf of the event organiser. Any dispute relating to:

• Event cancellation
• Event postponement
• Refund eligibility
• Event quality
• Venue issues

shall lie solely between the ticket purchaser and the event organiser. Zaple shall not be liable for acts, omissions, negligence, or misrepresentation by event organisers.

6. Event Cancellation, Postponement & Refund Policy

• All ticket sales are final unless otherwise stated by the event organiser.
• In case of cancellation, postponement, rescheduling, or material modification of an event, refund decisions shall be determined solely by the event organiser.

Depending on organiser policy, any of the following may apply:

• Zaple does not independently determine refund eligibility for events.
• Platform fees, service charges, and payment gateway charges are generally non-refundable unless the organiser authorises their refund or refund is mandated under applicable law.
• Where a refund is approved by the organiser, Zaple shall facilitate technical processing through Razorpay/Easebuzz.
• Refund timelines depend on banking and payment gateway cycles.

7. Settlement & Remittance Model

Ticket sale proceeds are collected by Zaple and remitted to the event organiser after:

• Deduction of platform fees
• Deduction of gateway charges
• Deduction of GST
• Deduction of approved refunds
• Settlement cycle clearance

• Once settlement has been completed to the organiser, Zaple shall not be required to independently fund refunds unless mandated by law.
• Where refunds are approved after settlement, Zaple shall process refunds only after recovering funds from the event organiser.

8. Force Majeure & Government Restrictions

Events may be cancelled or modified due to circumstances beyond control, including:

• Natural disasters
• Pandemic/epidemic
• Government restrictions or lockdown
• Law enforcement directions
• Public safety restrictions
• Venue closure

• In such cases, the organiser shall determine refund, credit, or rescheduling policy.
• Zaple shall not be liable for losses arising from force majeure events.
• Non-recoverable third-party charges (including gateway fees and taxes) may be deducted from refunds where legally permissible.

9. Payment Processing

• Payments are processed via RBI-authorised payment aggregators such as Razorpay and Easebuzz.
• Zaple does not store full card details and complies with PCI-DSS requirements through its payment partners.
• Refunds shall be made only to the original payment method.

Refund timelines:

10. Failed Transactions

If payment is deducted but service is not activated:

• Users should wait up to 7 business days for automatic reversal.
• If not reversed, transaction details must be provided for investigation.
• Zaple shall coordinate with payment partners but is not liable for banking delays.

11. Chargebacks & Payment Disputes

Users agree to contact Zaple support before initiating any chargeback. Initiating fraudulent or bad-faith chargebacks may result in:

• Account suspension
• Dispute submission with transaction evidence
• Restriction from future purchases
• Legal action where applicable

12. Legal Compliance

Zaple operates in compliance with:

• Information Technology Act, 2000
• Consumer Protection Act, 2019
• GST Act, 2017
• RBI Guidelines for Payment Aggregators
• Applicable DPIIT startup regulations

Nothing in this Policy limits statutory consumer rights under applicable law.

13. Limitation of Liability

Zaple's liability for any approved refund shall be limited strictly to the amount paid for the specific service or ticket.

Zaple shall not be liable for:

• Indirect or consequential losses
• Business losses
• Event-related disputes
• Organiser defaults

14. Governing Law & Jurisdiction

• This Policy shall be governed by the laws of India.
• All disputes shall be subject to the exclusive jurisdiction of the competent courts located in Rajkot, Gujarat, India.