1. Introduction
Welcome to Zutsav (“we,” “our,” or “us”). This Refund Policy applies to all services and products offered through our website, mobile application, and related services (collectively, the “Platform”), including pandit services and puja samagri (pooja items). By using our Platform, you agree to the terms of this Refund Policy, along with our Terms and Conditions and Privacy Policy.
The Platform is owned, registered, and operated by Zutsav Private Limited, incorporated under the Companies Act, 2013, and having its Registered Office at E-012, Assotech, The Nest, Crossing Republic, Ghaziabad, UP-201016, India.
2. Refunds for Pandit Services
Zutsav facilitates the booking of pandit services for Hindu religious ceremonies such as puja, homa/havan, and rituals. Our payment structure for pandit services requires an advance payment of 80% at the time of booking and the remaining 20% upon service completion. Refunds for pandit services are subject to the following conditions:
- Cancellation Before Confirmation: If you cancel your booking before the pandit confirms the service (typically within 24 hours of booking), you are eligible for a full refund of the 80% advance payment.
- Cancellation After Confirmation: If you cancel after the pandit has confirmed but before the service is performed, you may be eligible for a partial refund of up to 50% of the advance payment, subject to our discretion and any costs incurred (e.g., pandit travel expenses).
- Non-Performance by Pandit: If the pandit fails to perform the service due to reasons within our control (e.g., unavailability of the assigned pandit), you are eligible for a full refund of any payments made.
- Service Performed: No refunds will be issued for services that have been fully performed, including the 20% final payment, unless the service was not performed as agreed upon with our representative.
All cancellation requests must be submitted through our Platform or by contacting our customer support at info@zutsav.com.
3. Refunds for Puja Samagri (Pooja Items)
Zutsav offers a mini e-commerce platform for purchasing puja samagri required for religious ceremonies. Full payment is required at the time of purchase. Refunds for puja samagri are subject to the following conditions:
- Defective or Damaged Items: If you receive defective, damaged, or incorrect items, you are eligible for a full refund or replacement, provided you notify us within 7 days of delivery. You must provide proof of the issue (e.g., photos of the damaged item).
- Incorrect Orders: If we deliver items that differ from your order, you are eligible for a full refund or replacement, provided you notify us within 7 days of delivery.
- Non-Returnable Items: Certain items, such as perishable goods (e.g., flowers, food-based samagri), personalized items, or items used in rituals, are non-returnable and non-refunded unless defective or incorrect.
- Change of Mind: Refunds for change of mind are not generally offered, except at our discretion and subject to a restocking fee of 20% of the item’s value. Items must be unused, in original packaging, and returned within 7 days of delivery.
Return shipping costs are borne by the customer unless the return is due to our error (e.g., defective or incorrect items). All return requests must be submitted through our Platform or by contacting our customer support at info@zutsav.com.
4. Refund Process
To request a refund, follow these steps:
- Contact our customer support at info@zutsav.com or through the Platform’s contact form, providing your order details and reason for the refund request.
- For puja samagri, include proof of the issue (e.g., photos of damaged or incorrect items) if applicable.
- Our team will review your request within 3–5 business days and notify you of the approval or rejection of your refund.
- If approved, your refund will be processed to the original payment method within 7–10 business days. Refunds for pandit services may take up to 14 business days due to coordination with service providers.
Please note that processing times may vary depending on your bank or payment provider. Refunds will only be issued to the original payment method used for the transaction.
5. Non-Refundable Charges
The following are non-refunded unless specified otherwise:
- Service fees or convenience charges associated with pandit bookings.
- Shipping or delivery charges for puja samagri, unless the return is due to our error.
- Payments for services or items that have been used or partially consumed.
6. Contact Us
If you have any questions about this Refund Policy or wish to initiate a refund request, please contact us at:
Email: info@zutsav.com
Address: Plot No. - 23, kh No.-61/13,g/f Tikri Kalan Extn. Pole No : - mdkw622 New Delhi - 110041
