Refund Policy

This policy describes when purchases of coins and VIP memberships on Zola Live can be refunded. It forms part of our Terms of Service.

1. Digital goods

Coins and VIP memberships are digital items delivered instantly to your account. Once coins are credited or VIP is activated, the purchase is generally final and non-refundable, including for coins already spent on calls, messages or gifts.

2. When we will refund

• Payment debited but coins not credited: if your bank/UPI shows a successful debit but coins did not arrive within 1 hour, contact us with the transaction reference. We will either credit the coins or refund the full amount.
• Duplicate charge: if you were charged twice for the same order, the duplicate is refunded in full.
• Unauthorised purchase: report it within 7 days. We will review the account and refund unspent coins where fraud is confirmed.
• Technical failure of a call: if a call was charged but could not connect because of a fault on our side, the coins for affected minutes are returned to your wallet.

3. App store purchases

Purchases made through Google Play or the Apple App Store are processed by those stores and are subject to their refund policies. Please request a refund through Google Play (play.google.com → Order history) or Apple (reportaproblem.apple.com). When a store refunds a purchase, the related coins or VIP are removed from your account.

4. How refunds are paid

Approved refunds are made to the original payment method. Banks usually take 5–7 working days (UPI refunds are often faster). Refunds for coin credits are made to your in-app wallet immediately.

5. Chargebacks

Please contact us before raising a chargeback — most issues are solved within 48 hours. Accounts with fraudulent chargebacks may be suspended and related coins removed.

6. Contact

Email support@zolalive.app with your user ID (shown in Me), payment date, amount and transaction reference.

[Company Legal Name] (operator of Zola Live)
[Registered Office Address, City, State, PIN], India
CIN: [Corporate Identification Number]
Email: support@zolalive.app