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Legal

Refund, Cancellation & Wallet Policy

Last updated 04 Oct 2026 Version 2026-10-04 BITZO PVT LTD Indian law · Surat courts

Effective from: 4 October 2026  ·  Version: 2026-10-04

This policy explains when money paid to BITZO PVT LTD (“BITZO”, “we”) can be cancelled or refunded, and how the wallet works. It forms part of the Terms & Conditions and the Seller Terms.

1. Customers: purchases at businesses

  1. The Platform does not sell goods or services to customers and does not process payments for purchases made at businesses. You pay the business directly (cash, UPI, card or otherwise).
  2. Refunds, exchanges, returns, warranties and billing disputes for a purchase are the responsibility of the business and are governed by that business’s policy and by consumer protection law. Please contact the business first.
  3. Customers pay nothing to the Platform for earning or redeeming Points, so there is nothing to refund to a customer on our side.
  4. If Points or a reward were issued, claimed or redeemed by mistake or fraud, we or the business can reverse them from your Points history. See the Rewards & Points Policy. For help, write to us through the Contact page.

2. Businesses: what you may pay for

Businesses may pay for subscription plans, add-ons (for example the Blue Tick), advertising campaigns, and may add money to the wallet to pay for them. Prices are shown before you pay. GST and other taxes are added as applicable and a tax invoice is issued. A payment receipt (not a GST invoice) is issued for a wallet top-up; the GST invoice is issued when the wallet is spent on a taxable service.

3. Subscription plans and add-ons

  1. Billing. A paid plan or add-on is billed in advance for the billing interval you chose (for example a month) and may renew automatically until you cancel renewal.
  2. Cancelling. You can cancel auto-renewal at any time from My Subscription in the Seller Panel. The plan or add-on then continues until the end of the period you have already paid for and does not renew. Cancelling stops future charges; it does not refund the current period.
  3. No refund for the period in use. Because the service is available to you from the moment of payment, fees for a started billing period are not refundable and are not reduced pro rata for unused time, downgrades, or a change you make yourself, except as stated in clause 6 or required by law.
  4. Upgrades and downgrades. An upgrade takes effect as shown at checkout. A switch to a smaller plan takes effect as shown on the plan page (normally at the end of the paid period). Content above the limit of a smaller plan may be hidden but is not deleted.
  5. Failed renewals. If a renewal fails, a short grace period may apply, after which the plan may be moved to the free plan.
  6. Blue Tick. The Blue Tick is shown only while it is active and paid. If we withdraw it because of a breach of the terms, no refund is due.

4. Wallet

  1. What it is. The wallet is prepaid credit that you add by an online payment (through our payment gateway) and can spend only on our own paid services: plans, add-ons and ad campaigns. It is not a bank account, deposit or electronic money, earns no interest, cannot be transferred to another person or business, and cannot be used to pay anyone else.
  2. Adding money. Money is credited after the payment is confirmed by the payment gateway. Limits for each top-up and for the total balance apply and are shown on the Add Money page. If a payment is debited but the wallet is not credited, we reconcile with the gateway; write to us with the payment reference.
  3. Holds. When you submit an ad campaign, the price may be held (reserved) in your wallet until the campaign is approved. Held money cannot be spent elsewhere. It is released when the campaign is rejected, taken back to draft or cancelled before it starts, and used when it is approved.
  4. Refunds into the wallet. Where this policy says a refund is due for something paid from the wallet, it is returned to the wallet (with a credit note for the tax part) and can be used for any other service.
  5. Withdrawal. Wallet money is not withdrawable in cash. On closing your account, any unused balance that you added is refunded to the original payment method or bank account that paid it, after deducting amounts you owe us, payment-gateway charges that we cannot recover, and taxes as the law permits, if you ask for it in writing and your account is in good standing. We may refuse this where we suspect fraud, money laundering or a breach of our terms, or where an order requires us to hold the funds.
  6. Frozen wallet. We may freeze a wallet (it can still receive money but nothing can be spent) where we suspect fraud, error or a breach, or on a legal order.

5. Advertising campaigns

Ad campaigns are explained in the Advertising Policy. In short:

  • if a campaign is not approved, or you take it back to draft or cancel it before it starts, everything you paid or that was held is returned (to the wallet, with a credit note where it had been paid);
  • if a campaign is cancelled by us after it has started (for example because of a breach or an order), the value of the ad views that were not shown is refunded; views already delivered are not refundable;
  • if you stop or cancel a running campaign yourself, views already delivered are not refunded, and we may refund the value of undelivered views at our discretion or where the law requires.

6. When we will refund

Irrespective of clause 3, we will refund (fully or partly, as the case requires) where:

  1. you were charged twice for the same item, or charged an amount different from the price you accepted;
  2. a payment was taken but the service was not activated and we cannot activate it within a reasonable time;
  3. a failure of the Platform on our side made the paid service unavailable for a substantial period; or
  4. the law requires a refund.

To ask, write to us through the Contact page (or from Help & Support in the Seller Panel) within 30 days of the charge with your registered mobile / e-mail, the payment reference and the reason. We will review the request and reply by e-mail. We may ask for proof.

7. How refunds are made

  1. A refund is made to the same wallet or payment method that was used for the payment. Refunds to a wallet are usually immediate. Refunds to a bank account, card or UPI are made through the payment gateway and normally reach you within 5 to 10 working days after we approve them, depending on your bank.
  2. For taxable services, a credit note is issued for the refund, including the tax part. The refund is limited to what you actually paid.
  3. We may deduct bank or payment-gateway charges that we cannot recover where the refund is not due to our fault, and we may set off amounts you owe us.

8. Chargebacks and disputes

Please write to us before raising a chargeback with your bank so that we can solve it quickly. If a chargeback is raised, we may suspend the related service and the account until it is resolved, and we may recover the chargeback amount and charges.

9. Changes

We may update this policy; the version and date are shown above. A change applies to payments made after it takes effect. See the Terms & Conditions for how changes are notified.

10. Contact

BITZO PVT LTD, Surat, Gujarat, India. E-mail: contact@bitzomart.com. Grievance Officer: Grievance Officer — contact@bitzomart.com. Disputes are subject to the governing law and jurisdiction clauses of the Terms & Conditions and the Seller Terms (courts at Surat, Gujarat).