Refund, Return & Cancellation Policy

PART A: Bizilot Platform Software Subscriptions

This section applies to merchants, business owners, and enterprises paying subscription fees to Bizilot Technologies for POS, inventory, and storefront hosting tools:

1. Subscription Billing & Cancellations

• Cancellation at Any Time: You may cancel your Bizilot recurring subscription plan at any time through your business workspace billing settings.
• Access Until Period Ends: Upon cancellation, your workspace retains active access to paid features until the conclusion of the current prepaid billing period.
• No Automatic Refunds for Partial Months: Recurring subscription fees are billed in advance and are non-refundable for partial months or unused periods.

2. Billing Errors & Duplicate Charges

In the event of an erroneous double-charge, technical billing failure, or incorrect invoice calculation by Bizilot, please report the incident to billing@bizilot.com within seven (7) business days. Validated duplicate charges will be refunded in full to the original payment source within 5 to 7 banking days.

PART B: Merchant Storefront Sales & Service Bookings

This section governs purchases made by buyers on individual merchant storefronts (e.g. `bizilot.com/s/[slug]` or custom domains):

1. Customer Order Cancellation

• Before Order Acceptance: Customers may cancel their pending order without penalty before the merchant accepts and begins processing or preparing the order.
• After Dispatch: Once an order has been accepted, packed, or assigned to a delivery driver, cancellations are subject to the individual merchant's discretion.
• Service Bookings: For service appointments (e.g. repairs, consultations, salon services), cancellations requested at least 4 hours prior to the scheduled slot are eligible for a full refund or free rescheduling.

2. Return Eligibility & Defective Goods

Customers are entitled to request a return or replacement under the following conditions:

• Damaged or Expired Products: Items received damaged in transit, past their printed expiry date, or with broken seals.
• Incorrect Item: The product delivered does not match the item, size, or variant confirmed in the order summary.
• Non-Returnable Items: For health, safety, and hygiene reasons, perishable groceries, unpacked food items, personalized goods, and intimate hygiene products cannot be returned unless delivered spoiled or damaged.

Reporting Window: Customers must report discrepancies or damaged goods to the merchant within 24 to 48 hours of delivery, providing photographic evidence and order OTP verification details.

3. Merchant Cancellations

If a merchant is unable to fulfill an accepted order due to out-of-stock inventory, unexpected store closure, or operational constraints, the merchant must immediately cancel the order and initiate a 100% refund of any prepaid amount to the buyer.

Refund Processing Modes & Timelines

When an order cancellation or return is approved:

• Digital Payments (UPI / Credit Card / Debit Card / Net Banking): The refund is credited back to the original funding account or source bank within 5 to 7 business days, subject to your bank's processing cycles.
• Cash on Delivery (COD): For cash transactions, refunds are settled directly between the merchant and customer via direct UPI transfer, cash handover, or merchant store credit.
• Store Credit / Customer Ledger: Where agreed upon, merchants may adjust the refund amount against the customer's store credit or outstanding ledger balance (`Customer.outstandingBalance`).

Dispute Escalation & Support

Because Bizilot acts as an intermediary technology platform, buyers should first contact the merchant directly using the contact number and address displayed on the storefront or order receipt.

If a merchant fails to respond within 48 hours regarding a paid order that was never delivered, or engages in fraudulent activity, buyers may escalate the case to Bizilot Support at support@bizilot.com. We will investigate the merchant and take administrative action, including store suspension and freezing of platform privileges where appropriate.