REFUND & CANCELLATION POLICY
Effective Date: [January 2025]
This Refund & Cancellation Policy governs all purchases, subscriptions, wallet recharges, trial plans, promotional offers, and services provided by Freshyzo Foods Private Limited ("Freshyzo", "Company", "we", "our", or "us") through the Freshyzo Mobile Application.
By placing an order, subscribing to any service, or making a payment through the Freshyzo App, you agree to this Refund & Cancellation Policy.
1. GENERAL POLICY
Freshyzo primarily operates on a prepaid subscription and wallet-based delivery model.
Customers are required to maintain sufficient wallet balance to continue receiving products and services.
All purchases, subscriptions, wallet recharges, and promotional plans are subject to the terms set forth below.
2. WALLET RECHARGES
Wallet recharges made through the Freshyzo App are generally non-refundable.
Wallet balances:
Can only be used for purchasing products and services available on Freshyzo.
Cannot be redeemed for cash.
Cannot be transferred to another user account.
Cannot be sold, exchanged, or assigned.
Refunds of wallet balances shall not be provided except where required by applicable law.
3. SUBSCRIPTION CANCELLATION
Customers may pause or discontinue their subscription at any time through the Freshyzo App or by contacting customer support.
Upon cancellation:
Future deliveries shall be stopped.
Any remaining wallet balance may continue to be used for future purchases through the Freshyzo platform.
Wallet balances shall not be converted into cash refunds.
Freshyzo reserves the right to verify account ownership before processing cancellation requests.
4. ORDER MODIFICATION, PAUSE & RESUME
Customers may request:
Quantity changes
Product changes
Delivery pause
Delivery resume
Such requests must be submitted before the applicable operational cut-off time.
Requests received after the cut-off may take effect from the next delivery cycle.
Freshyzo shall not be liable for deliveries already processed prior to receiving modification requests.
5. TRIAL PLANS & PROMOTIONAL OFFERS
Freshyzo may introduce promotional offers, introductory plans, cashback programs, referral rewards, recharge bonuses, discounts, and trial subscriptions from time to time.
All promotional benefits are subject to eligibility criteria determined by Freshyzo.
Promotional benefits:
Are non-transferable.
Are non-refundable.
Cannot be exchanged for cash.
May be modified, withdrawn, suspended, or discontinued without prior notice.
6. ONE HOUSEHOLD – ONE INTRODUCTORY OFFER
Certain introductory offers, including but not limited to trial plans such as "3+3 Days" or similar campaigns, are intended for first-time eligible households only.
Freshyzo may determine eligibility using factors including:
Delivery Address
Household Address
Mobile Number
Alternate Mobile Numbers
Customer Name
Device Information
Transaction History
Referral Activity
Internal Verification Records
Where an introductory offer has already been availed by any member of a household, subsequent registrations from the same household may not qualify for the same promotional benefit.
For example:
If a customer at a particular address has already received the benefit of a "3+3 Days" trial offer, another person from the same household, even if registered using a different mobile number, family member's name, or account, may not be eligible for the same free promotional benefit.
In such cases:
The customer shall remain entitled only to products equivalent to the amount actually paid.
Additional free products or promotional credits shall not be provided.
No refund shall be issued.
Promotional benefits shall stand forfeited.
Freshyzo's determination regarding promotional eligibility and misuse shall be final and binding.
7. REFERRAL REWARDS
Referral benefits are credited only upon successful completion of all applicable referral conditions.
Freshyzo reserves the right to withhold, cancel, reverse, or recover referral rewards where:
Duplicate accounts are detected.
Self-referrals are identified.
Multiple registrations originate from the same household.
Fraudulent activity is suspected.
Referral program conditions are violated.
Cancelled referral benefits shall not be eligible for refund or compensation.
8. PRODUCT QUALITY ISSUES
If a customer believes that a product delivered is damaged, defective, spoiled, or materially different from what was ordered, the issue must be reported to Freshyzo Customer Support on the same day of delivery.
Freshyzo reserves the right to:
Inspect the complaint.
Request photographs or supporting information.
Verify the claim internally.
Upon verification, Freshyzo may, at its sole discretion:
Replace the product.
Provide wallet credit.
Offer an alternative resolution.
Refunds shall not be automatic and shall be subject to verification.
9. NON-DELIVERY OR SERVICE FAILURE
In cases where Freshyzo is unable to deliver due to operational reasons attributable solely to Freshyzo, the Company may provide:
Replacement delivery
Wallet credit
Alternative compensation
as deemed appropriate by Freshyzo.
No compensation shall be payable where delivery failure results from:
Incorrect address information
Customer unavailability
Restricted access locations
Security restrictions
Force majeure events
10. PAYMENT FAILURES
Freshyzo shall not be responsible for:
Banking failures
UPI failures
Payment gateway downtime
Network interruptions
Technical payment processing errors beyond its control
Customers are advised to verify transaction status before making repeat payments.
Any duplicate payment confirmed by Freshyzo may be adjusted to the customer's wallet balance.
11. FRAUDULENT ACTIVITY
Freshyzo reserves the right to reject refunds, suspend accounts, cancel benefits, or withhold services where fraudulent activity, abuse, chargeback misuse, false complaints, or attempts to manipulate promotional offers are detected.
12. CHARGEBACKS & PAYMENT DISPUTES
Where a customer initiates a chargeback or payment dispute after receiving products or services, Freshyzo reserves the right to:
Suspend the account.
Recover outstanding amounts.
Cancel promotional benefits.
Restrict future purchases.
Pursue available legal remedies.
13. FORCE MAJEURE
Freshyzo shall not be liable for delays, interruptions, cancellations, or non-performance resulting from events beyond its reasonable control, including:
Natural disasters
Floods
Fires
Pandemics
Government restrictions
Civil disturbances
Transportation disruptions
Power failures
Technical outages
No refunds shall be payable for interruptions caused by such events.
14. COMPANY DECISION
Freshyzo reserves the right to make the final determination regarding:
Refund eligibility
Offer eligibility
Referral eligibility
Trial plan eligibility
Fraud investigations
Complaint resolution
Such decisions shall be final and binding to the extent permitted by law.
15. CONTACT US
For refund, cancellation, subscription, or billing-related queries, please contact:
Freshyzo Foods Private Limited
Geetanjali Colony, Shankar Nagar,
Raipur, Chhattisgarh, India
Email: support@freshyzo.com
Phone: +91 74403 65382