Refund and Cancellation Policy

This Refund and Cancellation Policy ('Policy') governs all refunds, credit returns, and cancellations in connection with purchases made through the Leadzo platform at www.leadzo.co.in ('Platform'), operated by Leadzo Technologies Private Limited ('Leadzo', 'we', 'us', 'our').

This Policy forms part of, and is to be read together with, Leadzo's Terms and Conditions for Service Professionals, Terms and Conditions for Buyers, and Privacy Policy, all of which are published on the Platform. Where any term used in this Policy is defined in the Terms and Conditions for Service Professionals, that definition applies here.

This Policy applies to the following categories of purchases made by Service Professionals on the Platform:

• Lead Credits: prepaid digital credits purchased on the Platform and used to access verified Leads from Buyers.
• Starter Packs and Credit Packs: bundled packages of Credits purchased together at a discounted rate.
• Leadzo Advantage Subscription: Leadzo's optional paid subscription plan providing priority access to Leads, weekly complimentary Leads, a credit discount, a Priority Seller badge, and priority support.
• Payment transactions: all amounts processed through our designated payment gateway partner in connection with the above.

This Policy does not apply to Buyers. The Facilitation Services provided by Leadzo to Buyers are free of charge, and no purchase is required from Buyers to use the Platform.

All payments on the Platform are processed by Razorpay Software Limited (formerly known as Razorpay Software Private Limited), our designated payment gateway partner. Leadzo does not store your complete payment card number, CVV, or banking credentials. All payment data is handled by Razorpay in accordance with PCI DSS standards and its own privacy policy.

How Credits Work

Service Professionals purchase Credits on the Platform and redeem them to access verified Leads from Buyers. Credits are platform internal units of account. They are valid for twelve (12) months from the date of purchase, are not transferable between accounts, and have no monetary value outside the Platform.

A Lead's value is delivered at the moment a Buyer's verified contact details are released to you. For this reason, Credits redeemed for a Lead are not eligible for a cash refund to your original payment method. Where a Credit return is approved under this Credit Return Policy, the relevant Credits are reinstated to your Leadzo wallet for use on future Leads. A Credit return and a cash refund are alternative remedies; you cannot claim both for the same Lead or the same Credit Pack.

Eligibility for a Credit Return

You may request a return of Credits spent on a Lead within fourteen (14) days of purchasing that Lead, where one of the following circumstances applies:

• The Buyer's phone number provided in the Lead is invalid. For example, where calling the number results in a message stating that the number is not in service, not allocated, or calls are not being connected.
• The email address provided in the Lead is not functional and you receive a permanent automated bounce back notification upon first use of that address.
• Leadzo is able to verify that the contact details provided in the Lead do not correspond to the identity of the person who submitted the relevant service request on the Platform.
• The Buyer was not genuinely seeking the service described in the Lead and the Lead is confirmed to be fraudulent or submitted in bad faith upon Leadzo's investigation.
• The Lead contained materially incorrect information about the nature of the service required or the geographic location, as verified by Leadzo.
• The Lead falls clearly outside the service categories and location preferences you have set in your account at the time the Lead was posted.
• The Lead was a verified duplicate of a Lead you had already purchased and paid for on the Platform.
• You made a demonstrable genuine error in purchasing the Lead (for example, where the wrong Lead was accidentally purchased), provided the Lead has not been accessed and you notify Leadzo within 24 hours of the purchase.

Credit return requests are reviewed on a case by case basis and assessed reasonably and in good faith. Where a request is approved, the relevant Credits are reinstated to your Leadzo wallet, ordinarily within 48 hours of resolution. Leadzo's determination in respect of any Credit return request is final, subject to the grievance redressal process described in the Terms and Conditions for Service Professionals.

Circumstances in Which a Credit Return Does Not Apply

The following circumstances do not qualify for a Credit return, regardless of the outcome of the engagement:

• The Buyer was genuine and reachable but chose not to respond to your introduction or selected another Professional over you.
• You did not contact the Buyer within a reasonable time after purchasing the Lead, and the opportunity was lost as a result.
• The outcome of the engagement was unfavourable, but the Lead itself met Leadzo's quality standards: valid contact details, genuine Buyer, and accurate service description.
• The request is made more than fourteen (14) days after the date on which the Lead was purchased.
• Credits in respect of the same Lead have already been returned or reinstated once previously.
• The Buyer exercised their discretion not to engage any Professional introduced to them. A Buyer's choice not to proceed with any Professional does not, of itself, constitute a deficient Lead.

Leadzo reserves the right to decline Credit return requests that do not meet the eligibility criteria set out above and to take appropriate action on accounts found to be repeatedly submitting returns that are not justified.

How to Submit a Credit Return Request

To submit a Credit return request, email our support team at support@leadzo.co.in with the following information:

• Your registered account name and email address
• The Lead reference identifier
• The specific eligibility ground on which you are relying
• Any supporting evidence (for example, a screenshot showing the number is unreachable or a bounce back email)

Requests must be submitted within fourteen (14) days of the date on which the Lead was purchased. Leadzo will acknowledge your request and respond with a determination, ordinarily within 48 hours of receipt of a complete request.

Credits redeemed to access a Lead are not eligible for a cash refund to your original payment method. This is because the value of a Lead is delivered at the moment Leadzo releases a verified Buyer's contact details to you. The commercial opportunity is transferred at that point, regardless of whether it converts into a job.

Where a Credit return is approved under the eligibility criteria of the Credit Return Policy, the Credits are reinstated to your Leadzo wallet, where they may be used to purchase other Leads. This approach ensures that Service Professionals are made whole for genuinely deficient Leads without undermining the commercial model of the Platform.

There are two exceptions where a cash refund to your original payment method is available: (a) an unused Credit Pack refunded within 14 days, as described in the Credit Packs section; and (b) failed transactions, duplicate charges, or erroneous charges, as described in the Payment Failures section. These are described in full below.

Fourteen Day Unused Pack Refund

If you purchase a Starter Pack or any other Credit Pack and have not used any of its Credits (meaning you have not purchased a single Lead using Credits from that pack), you may request a full refund of the amount paid to your original payment method, provided you submit the request within fourteen (14) days of the date of payment.

Leadzo does not deduct payment gateway or processing charges from this refund. The full amount paid will be returned to your original payment method. Verified refunds are initiated within 5 to 7 business days; the time for funds to reflect in your account depends on your bank or card issuer.

When the Cash Refund No Longer Applies

Once you have redeemed even a single Credit from a pack to purchase a Lead, the pack is treated as in use. At that point:

• The 14 day cash refund described above no longer applies to that pack.
• The Credits from the pack are governed by the Credit Return Policy. Returns are made to your wallet, not as cash.
• A cash refund and a wallet Credit return are alternative remedies for the same purchase; you cannot claim both for the same Credit Pack.

Promotional, bonus, or complimentary Credits issued to you at no charge are not refundable in any circumstances.

Summary

For clarity: an untouched Credit Pack within 14 days of purchase qualifies for a full cash refund to your original payment method. A Credit Pack from which even one Credit has been redeemed qualifies for wallet Credit returns only, for qualifying Leads under the Credit Return Policy.

Cancellation

You may cancel your Leadzo Advantage subscription at any time through your account settings on the Platform or by contacting our support team at support@leadzo.co.in. On cancellation:

• Your subscription will not renew at the end of the current billing cycle.
• You retain full Leadzo Advantage benefits until the end of the period you have already paid for.
• Leadzo does not provide pro rata refunds for any unused portion of a current Monthly or Annual billing cycle, save where required under applicable Indian law.
• Cancelling your subscription does not affect Credits already in your wallet. Those Credits remain valid and are governed by the Credit Return Policy and the Credit Packs section of this Policy.

Upgrading from Monthly to Annual Plan

Where you upgrade from the Monthly Plan to the Annual Plan mid cycle, the unexpired value of your current monthly billing period is calculated on a pro rata basis and applied as a deduction against the Annual Plan fee payable at the time of upgrade. No monetary refund is issued in connection with an upgrade. Full details are set out in the subscription section of the Terms and Conditions for Service Professionals.

Auto Renewal

Leadzo Advantage renews automatically at the end of each billing cycle (monthly or annually, depending on your selected plan) until you cancel. You will be charged the applicable Subscription fee plus GST on each renewal date. To avoid renewal, cancel before your next billing date through your account settings. Any credit discount, complimentary Leads, or other subscription benefits cease to apply once the paid period ends and the subscription is not renewed.

Subscription Fee Refunds

Subscription fees paid for a current or past billing cycle are not refundable, except where:

• You were charged due to a technical or payment gateway error and the subscription was not activated (see Failed transactions in the Payment Failures section below).
• You were charged a duplicate or incorrect amount (see Duplicate charges and Incorrect amount in the Payment Failures section below).
• Applicable Indian consumer protection law requires a refund in the specific circumstances of your case.

There are limited circumstances in which Leadzo will refund money to your original payment method because no value was delivered. These are:

• Failed transactions. Where your account is charged but the corresponding Credits or Subscription are not activated due to a technical error or payment gateway failure, Leadzo will refund the charged amount in full to your original payment method.
• Duplicate charges. Where you are charged more than once for the same purchase due to a technical error, Leadzo will refund the duplicate charge to your original payment method.
• Incorrect amount. Where you are charged an amount that does not match the price of the Credit Pack, Subscription, or other product you selected at the time of purchase, Leadzo will refund the difference or the full amount, as appropriate.

To claim a refund under this Payment Failures section, contact our support team at support@leadzo.co.in with the following details:

• Your registered account name and email address
• The transaction date and transaction reference number
• The amount charged and the amount you believe should have been charged
• Any supporting evidence, including bank statements or payment confirmation emails

Leadzo will verify the details and process a refund to your original payment method where the claim is confirmed. Verified refunds under this section are initiated within 5 to 7 business days. The time for funds to reflect in your account depends on your bank or card issuer and is outside Leadzo's control.

Leadzo's HireShield Guarantee is a separate assurance available to first time Service Professionals in connection with their first Starter Pack purchase. It provides for Credit reinstatement where a first time Seller has not entered into any engagement with a Buyer during the validity period of their Starter Pack Credits, subject to the conditions set out in the HireShield Guarantee section of the Terms and Conditions for Service Professionals.

Where both this Refund and Cancellation Policy and the HireShield Guarantee could apply to the same Lead or the same Starter Pack, the protections operate together but are not cumulative. You will not receive a duplicate Credit return for the same Lead under both the Credit Return Policy of this document and the HireShield Guarantee. In the event of any inconsistency between this Policy and the HireShield Guarantee in respect of a specific transaction, the Terms and Conditions for Service Professionals shall prevail.

Where a cash refund is processed under this Policy, Leadzo will issue a credit note in accordance with Section 34 of the Central Goods and Services Tax Act, 2017, reflecting the GST component of the refunded amount. Where you are a GST registered Service Professional, this credit note will enable you to reverse the input tax credit previously claimed, as required under applicable GST law. You are responsible for ensuring your GSTIN is accurately recorded in your Platform account.

Leadzo reserves the right to amend, modify, or update this Refund and Cancellation Policy at any time to reflect changes in our services, payment processes, or legal and regulatory requirements. The 'Last Updated' date at the top of this Policy shows when it was last revised. Material changes will be communicated through the Platform or by email to registered users. Your continued use of the Platform and purchase of Credits or Subscriptions after a change takes effect constitutes your acceptance of the updated Policy.

This Policy is governed by and construed in accordance with the laws of India, including the Consumer Protection Act, 2019, the Consumer Protection (E Commerce) Rules, 2020, the Central Goods and Services Tax Act, 2017, and the Information Technology Act, 2000. Any dispute arising out of or in connection with this Policy that is not resolved through Leadzo's grievance redressal process shall be subject to the exclusive jurisdiction of the courts of competent jurisdiction in Bengaluru, Karnataka, India, as further provided in the Terms and Conditions for Service Professionals.

For any refund, credit return, or cancellation request, or for any query relating to this Policy, please contact our support team: