1. How billing works
- You add money to your Zuno Club wallet with UPI, card or other methods we offer.
- Each Host sets a per-minute rate, shown on their profile and before you connect.
- Billing starts only after the Host joins the chat or call, and is deducted from your wallet minute by minute.
- Joining Clubs, posting and listening in on live audio rooms are free.
2. Automatic protections
In these cases you don't need to ask. Your wallet is protected automatically:
3. Asking for a session refund
If something went wrong with a paid conversation, you can ask for a refund within 48 hours of the session ending. Go to the conversation in the app and tap Report a problem, or email support@zunoclub.app with the Host's name and the date and time of the session.
We will review the session details and usually reply within 3 business days. We may approve a full or partial refund when:
- the Host left early, went silent or did not respond for a significant part of the billed time;
- serious technical problems on our side made the conversation unusable;
- the Host behaved abusively, inappropriately or broke our community rules; or
- you were charged a rate different from the one shown before you connected.
4. Failed or duplicate payments
If money left your account but did not reach your wallet, or you were charged twice for the same top-up, the amount is refunded to your original payment method automatically, usually within 5–7 business days. If it hasn't arrived after that, email us with your transaction reference and we'll chase it with our payment partner.
5. Unused wallet balance
Paid wallet balance does not expire while your account is active. If you no longer want to use Zuno Club, you can ask us to refund your unused paid balance by emailing support@zunoclub.app from your registered email or phone number. We will refund it to the original payment method(s), most recent top-up first.
If you delete your account, any unused paid balance will be refunded the same way. If we close your account for reasons other than a breach of our Terms & Conditions, we will refund your unused paid balance automatically.
6. What isn't refundable
- Minutes of a conversation that took place as described, including when you didn't agree with or like the Host's guidance.
- Promotional, bonus or referral credits, which have no cash value.
- Requests made more than 48 hours after a session ended, unless required by law.
- Balance in accounts suspended for fraud or a serious breach of our Terms, except where the law requires a refund.
- Payments made to a Host outside the Zuno Club app.
7. How and when you get it
| Refund type | Where it goes | Typical timing |
|---|---|---|
| Dropped call, Host no-show | Zuno Club wallet | Instantly |
| Approved session refund | Zuno Club wallet, or original payment method on request | Wallet: within 1 business day of approval. Original method: 5–7 business days |
| Failed or duplicate payment | Original payment method | 5–7 business days |
| Unused wallet balance | Original payment method | 7–10 business days after we confirm your request |
Bank and card processing times can vary. We will send you a confirmation with a reference number for every refund.
8. App store purchases
If you added money through Apple App Store or Google Play in-app purchase, refunds for that payment are handled under Apple's or Google's refund policies, and you may need to request them through the store. We will still credit your wallet for any dropped calls, no-shows or approved session refunds as described above.
9. Contact us
Refunds and billing: support@zunoclub.app
Unresolved complaints: grievance@zunoclub.app ([GRIEVANCE OFFICER NAME], Grievance Officer)
[COMPANY LEGAL NAME], [REGISTERED ADDRESS]
This policy forms part of our Terms & Conditions. Nothing in it limits your rights under the Consumer Protection Act, 2019.