At Zane, our clients are the foundation of our business. We value every engagement built on trust, transparency, accountability, and long-term collaboration. We undertake assignments selectively and work only with clients where there is mutual alignment and commitment to excellence. Once onboarded, we remain dedicated to delivering services with integrity, diligence, and professionalism in accordance with agreed expectations.

This Refund & Cancellation Policy (“Policy”) governs all payments made by the client (“You”, “Your”) to Zane (“We”, “Us”, “Our”) for any services provided by us, including but not limited to onboarding and coordination with third-party quick commerce platforms, marketing and advertising services, performance marketing, search engine optimization (SEO), marketplace management, website or application development, social media management, creative and content production, and any other professional, technical, or advisory services.

Zane generally executes a written service agreement for most services provided. The scope of work, timelines, commercial terms, deliverables, service-specific conditions, and any additional obligations or exclusions will be detailed in the respective service agreement executed between the parties. You will receive complete clarity regarding the applicable terms, responsibilities, and limitations through such agreement. This Policy forms an integral part of and must be read in conjunction with our Terms & Conditions, Privacy Policy, and the applicable Service Agreement. In the event of any inconsistency, the terms of the relevant service agreement shall prevail.

By placing an order or making any payment to Zane, you expressly acknowledge and agree to be bound by this Policy and the applicable service agreement.

1. Scope of Zane’s Role (Third-Party Platforms)
   • You expressly acknowledge that Zane’s role in relation to third-party quick commerce or marketplace platforms is strictly limited to facilitation, coordination, and communication with representatives of such platforms. Zane does not own, operate, manage, or control any third-party platform and does not influence or determine their internal decisions, approvals, timelines, policies, category eligibility, or onboarding outcomes.
   • All commercial and operational terms applicable to onboarding—such as commissions, mandatory marketing spends, inventory requirements, category conditions, onboarding fees, or compliance protocols—are determined solely by the respective third-party platforms and may be changed, suspended, or withdrawn at their sole discretion. Any decision by you to discontinue or not proceed due to such terms shall be deemed a commercial decision taken at your own risk, and no refund shall be payable.
2. Cancellation Policy
   • Cancellation requests are permitted only if raised within three (3) to five (5) days of placing the order, provided that:
     • No invoice has been generated and paid; and
     • The order has not been processed, initiated, or communicated to any third-party platform.
   • Once an invoice is generated and paid, the order cannot be cancelled under any circumstances.
   • Orders that have already been initiated, processed, or communicated to third-party platforms are strictly non-cancellable.
3. Non-Refundable Services
   
   • Unless expressly stated otherwise in writing by Zane:
     • All fees paid are non-refundable, whether in part or in full, once an invoice has been raised and paid.
     • This applies to all Zane services, including but not limited to:
       • Quick commerce or marketplace onboarding
       • Marketplace management
       • Performance marketing
       • Search engine optimization (SEO)
       • Website or application development
       • Social media management
       • Creative and content production
       • Any other professional, technical, or advisory services
     • You acknowledge that upon initiation of services, Zane deploys internal resources, time, manpower, and coordination efforts, which constitutes valid consideration for the fees charged, irrespective of outcomes.
4. Service Discrepancies

   • Any concerns, discrepancies, or issues relating to services must be reported to Zane’s Customer Service team within three (3) to five (5) days from the date of service initiation or communication. Issues reported after this period shall not be eligible for review, cancellation, or refund.

5. Category or Seller Code Freezes

   • Category freezes, seller code freezes, or similar restrictions imposed by third-party platforms are decisions entirely beyond Zane’s control. In such cases, Zane shall provide reasonable coordination support and remain ready to proceed once the restriction is lifted. The existence or continuation of such a freeze does not, by itself, entitle you to a refund.

6. Limited Exception – Prolonged Third-Party Inability
   • Notwithstanding the non-refundability stated above, a partial refund shall apply only in the following limited circumstance:
     
     • If onboarding for a specific service remains impossible for a continuous period exceeding ninety (90) days, solely due to actions, restrictions, freezes, policy changes, or decisions attributable to the relevant third-party platform, and such reasons are duly communicated to Zane by the platform.
     • The 90-day period shall be calculated from the later of:
       • The date of execution of the applicable service agreement; or
       • The date on which Zane receives the applicable fees.
     • In such cases:
       • Eighty percent (80%) of the fees paid for the affected service only shall be refunded.
       • Twenty percent (20%) shall be retained by Zane towards operational, coordination, manpower, administrative, and opportunity costs, which the parties agree represents a genuine pre-estimate of losses and not a penalty.
     • No refund shall be applicable where delays or failures arise due to your failure to provide accurate, complete, or timely documentation, approvals, inventory readiness, or cooperation, or due to non-adherence to platform-specific requirements.
7. Refund Processing
   • Where a refund is expressly approved by Zane in accordance with this Policy, the refund shall be processed within nine (9) to fifteen (15) business days from the date of approval, using the original mode of payment unless otherwise agreed.
8. Finality of Decisions
   • All determinations made by Zane regarding cancellation eligibility, refund approvals, deductions, and processing shall be made reasonably and in good faith, based on documented efforts undertaken by us, and shall be final, conclusive, and binding on the client.
9. Time Is of the Essence
   • You acknowledge that time is of the essence in all engagements. It is your sole responsibility to ensure accurate, complete, and timely submission of all documents, information, and materials required by Zane or any third-party platform. Any delay, rejection, suspension, or failure arising due to your acts or omissions shall absolve Zane of all liability, and no refund shall be payable.