Refund and Cancellation Policy

This policy is a standalone legal document that governs the financial, cancellation, and return terms for all digital products, software licenses, and services purchased through platforms owned and operated by Zylife Smartcare Private Limited.

1. Introduction and Scope

This Master Refund, Cancellation, and Returns Policy (“Policy”) is a binding agreement between Zylife Smartcare Private Limited (hereinafter referred to as “Zylife Smartcare,” “Platform Owner,” “we,” “us,” or “our”) and the user (“You” or “User”).

Policy Detail	Specification
Platform Owner	Zylife Smartcare Private Limited, incorporated under the Companies Act, 1956.
Registered Office	29/2, First Floor, Savitri Nagar, New Delhi – 110017.
Applicability	All transactions for software licenses, digital subscriptions, and any associated products sold via zylifesmartcare.com, zylifedigital, pilotai.in, and other related platforms.
Governing Law	The laws of India.
Jurisdiction	All disputes shall be subject to the exclusive jurisdiction of the courts in New Delhi and Delhi.

2. Our Role and Policy Acceptance

Our Role as a Software Intermediary: Our platforms primarily function as a marketplace or intermediary, facilitating the sale and licensing of software products developed and owned by third-party vendors (“Vendors”). We are responsible for the security of your payment transaction and the successful electronic delivery of the license key or access credentials.

Policy Acceptance: By initiating a transaction or making a payment on our Platforms, you explicitly agree to this Policy and acknowledge that the End-User License Agreement (EULA) and detailed functional terms of the acquired software are governed by the respective Third-Party Vendor.

3. Cancellation Policy (Digital Products and Subscriptions)

This section details the conditions under which an order for a software license or digital subscription can be cancelled.

Service/Product	Cancellation Window	Refund Eligibility
Digital Software License	Request must be made within 7 days of placing the order and before the license key/access has been activated, downloaded, or communicated to the user.	100% Refund: If the license is unused/unissued.
Subscription Renewal	Request must be received at least 24 hours prior to the scheduled automatic renewal date.	No Refund for the current subscription period. Cancellation prevents future billing.
Activated Products	Not permitted once the software has been activated, downloaded, or the license key has been redeemed or utilized.	No Refund: Digital products are considered “consumed” upon access/activation.
Perishable/Service Items	Zylife Smartcare does not accept cancellation requests for perishable items (if any). This clause is retained to cover specific service types like one-time customized reports or non-software services.	Refund/replacement only if the quality of the delivered service is deemed poor upon investigation.

4. Refund and Returns Policy (Eligibility & Exclusions)

A. Refund Eligibility (Conditions for a Valid Refund)

A refund will only be considered by Zylife Smartcare under the following circumstances:

1. Non-Delivery of Digital Goods: You paid for a product or license but did not receive the key or access credentials due to a confirmed technical error on our Platform.
2. Canceled Order: The order was successfully cancelled according to the terms in Section 3 (i.e., within the 7-day window and before activation).
3. Damaged or Defective Item (Limited): Applies to physical activation cards, USB dongles, or similar accessories. If you receive a damaged or defective item, you must report it to our customer service team within 7 days of receipt of the product.

B. Refund Exclusions (Conditions Where Refunds Are Generally Not Granted)

Refunds will NOT be granted for, and are governed by the Vendor’s EULA:

• Software Functionality: Issues related to the software’s features, performance, bugs, or lack of desired functionality, as this is the responsibility of the Third-Party Vendor.
• Compatibility Issues: Incompatibility with your hardware or operating system, provided the Vendor’s system requirements were accurately published on the Platform.
• Change of Mind: The user deciding they no longer need the software after the access credentials have been delivered.
• Third-Party Warranties: In case of complaints regarding products that come with a warranty from the manufacturers, you are required to refer the issue directly to the manufacturer.

5. Refund and Processing Procedure

1. Initiation: Refund requests must be submitted through our designated customer support channel.
2. Review: Our customer service team will review the request based on this Policy and, if necessary, coordinate with the Third-Party Vendor to confirm non-activation or technical defect.
3. Approval: The request would be entertained once the seller/merchant listed on the Platform, has checked and determined the issue at its own end, where applicable.
4. Processing Time: In case of any refunds approved by Zylife Smartcare Private Limited, it will take 5 days for the refund to be processed and credited. Note that bank processing times may result in the funds taking an additional 3-7 business days to reflect in your original payment source.
   

6. Grievance Redressal

In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 7 days of receiving the product.

The customer service team after looking into your complaint will take an appropriate decision.

For all policy, transaction, or refund grievances, please contact our dedicated Grievance Officer:

• Address: 29/2, First Floor, Savitri Nagar, New Delhi – 110017
• Email: hello@zylifesmartcare.com