Refund Policy

Refund Policy for Mza App

Effective Date: 20 May 2026

This Refund Policy explains how refunds are processed for orders placed through Mza App. By using our platform and placing an order, you agree to the terms outlined below.

1. Eligibility for Refunds

Refunds may be issued under the following conditions:

Order was cancelled within eligible cancellation time
Item delivered was damaged or defective
Wrong or missing items were received
Order was not delivered
Service or rental booking was not fulfilled as agreed
Duplicate payment was made due to a technical error

All refund requests are subject to verification.

2. Non-Refundable Cases

Refunds may not be provided in the following situations:

Change of mind after delivery
Incorrect address provided by user
Items already consumed or used (especially groceries or perishables)
Orders marked as successfully delivered
Late complaint beyond the allowed reporting time
Rental services already utilized or partially used

Certain products or services may also be non-refundable based on store policies.

3. Refund Process

Once a refund request is approved:

The request is verified by our support team or partner store
Approval notification is sent to the user
Refund is initiated to the original payment method or wallet (if applicable)
Funds are processed by the payment provider

4. Refund Timeline

Refund processing time may vary depending on payment method:

UPI / Wallets: 1–3 business days (typically faster)
Debit/Credit Cards: 5–10 business days
Net Banking: 3–7 business days

Delays may occur due to bank processing or external payment gateway issues.

5. Partial Refunds

In some cases, partial refunds may be issued:

Only missing or damaged items in an order
Partial order cancellations
Service partially delivered
Price adjustments due to stock or availability issues

6. Damaged, Missing, or Incorrect Items

If you receive a damaged, missing, or incorrect product:

Report the issue within a reasonable time after delivery
Provide order details and supporting evidence (such as photos)
Our team will verify and process the claim

Approved claims may result in a refund, replacement, or credit.

7. Order Not Delivered

If your order is not delivered due to issues on our side or the partner store:

You will be eligible for a full refund
The refund will be processed after verification

8. Duplicate or Failed Payments

If you are charged more than once for the same order:

The extra amount will be refunded after confirmation
Payment gateway timelines will apply

9. Rental Service Refunds

For rental bookings:

Refunds depend on provider policies and booking status
Cancellations before usage may be eligible for full or partial refunds
Once the service is used, refunds may not apply

10. Refund Reversal or Rejection

Mza App reserves the right to reject or reverse refunds if:

Fraud or misuse is detected
Incorrect or false claims are submitted
Evidence provided is insufficient
Policy conditions are not met

11. How to Request a Refund

To request a refund:

Go to My Orders in the Mza App
Select the order
Tap Help / Report Issue
Choose the relevant refund reason

Mza App Support
📧 support@mza.zone

12. Changes to This Policy

Mza App may update this Refund Policy from time to time. Any changes will be posted within the app and will take effect immediately upon publication.