Refund and Cancellation Policy

1. Subscription cancellation

To stop renewal, sign in, open Billing, choose Overview and select "Cancel renewal". Ordinary cancellation requests Razorpay to stop the subscription at the end of the current billing cycle. Paid access continues until the recorded period end; afterwards, the cancelled subscription expires and ordinary paid access reverts to Free. Check the status and period end shown for your account, and contact support if cancellation cannot be completed or the status is inconsistent.

Where you authorize a recurring subscription, charges follow that billing cycle until cancellation or completion of the arrangement. Not every purchase renews automatically. Cancellation and a refund request are separate: cancelling does not itself reverse a payment or refund unused time. If a charge appears after the cancellation should have taken effect, send us the cancellation and payment references for investigation.

2. Refund eligibility and exceptions

Ordinary subscriptions are non-refundable. We review requests involving:

• A duplicate charge for the same intended purchase.
• A payment captured but purchased access not delivered, or another genuine payment or delivery error attributable to Zolra.
• An unauthorized transaction, subject to investigation and the payment provider's or bank's dispute procedures.
• A remedy required by applicable law, including applicable consumer rights.

Review is based on transaction records and the facts of the issue; an exception is not a general satisfaction guarantee or a no-questions-asked refund. This policy does not exclude rights that cannot legally be excluded.

3. Non-refundable situations

A change of mind, ordinary cancellation, unused time, partial use or a decision not to continue does not make an otherwise correctly delivered subscription refundable. Free or promotional access has no refundable payment. Misuse or a terms violation does not create refund entitlement, but it also does not remove statutory rights or genuine billing-error remedies. Separately agreed enterprise or session terms apply to those services, subject to law.

4. How to request review

Email hello@zolra.ai with your registered account email, payment or order ID, transaction date, amount, the issue and relevant evidence. If the request concerns a mentor session, include its reference.

Never send complete card credentials, passwords, PIN, CVV, OTP or UPI PIN. We may request proportionate identity or transaction confirmation through a safe channel. No general refund request window is promised by this policy; legal and payment-provider deadlines may apply, so report suspected errors promptly.

5. Review and processing

We investigate the request and communicate the decision or information needed. Review time depends on the evidence and any payment-provider checks; there is no fixed review-time guarantee.

Where a refund is approved, it is initiated through the appropriate payment-provider process, normally to the original payment method. Final credit timing depends on Razorpay, the bank and payment network. Approval or initiation is not an instant credit guarantee. Ask support for an update using the original transaction reference.

6. Failed, pending or debited payments

A pending or failed checkout may require reconciliation even if your bank shows a debit. Check your payment and subscription status and contact us before repeating a confirmed payment. Include the payment ID and describe whether access was activated. Duplicate payments and confirmed delivery failures are reviewed under the exceptions above; payment-provider or bank reversal timing is outside our direct control.

7. Chargebacks and disputes

You may contact your bank or payment provider about an unauthorized or disputed charge. We cooperate with legitimate investigations and provide relevant transaction or delivery evidence. Do not file fraudulent disputes or misrepresent service delivery. Contacting us does not waive your right to use a lawful external remedy.

8. Billing support and escalation

For unresolved concerns, use Grievance Redressal. Read our Terms and Conditions and Shipping and Delivery Policy for the service context.