Refund & Cancellation Policy

1. Overview & Google Play Relationship

ZoraGram is free to download and participate in. All optional digital purchases, creator tipping tokens, and premium subscriptions inside our Android application (com.zoragram.friendship) are fulfilled through Google Play In-App Billing.

Because all payments are processed directly by Google, refund determinations, processing workflows, and fund remissions are primarily governed by the Google Play Refund Policies. This policy explains how to request refunds and cancel subscriptions smoothly.

2. Immediate Refunds via Google Play (Within 48 Hours)

If you made an accidental purchase, if an item was purchased by a minor without authorization, or if you encountered technical delivery issues within 48 hours of the transaction, you should request an automated refund directly from Google Play:

1. Open a web browser and visit your Google Play Order History using the Google Account used to make the purchase.
2. Locate the ZoraGram transaction and select Request a refund or Report a problem.
3. Choose the option that describes your situation (e.g., "I purchased this by accident" or "Item defective or doesn't work as advertised").
4. Submit the form. Google Play typically evaluates and reaches automated refund determinations within 1 to 4 business days. Approved refunds are credited directly back to your original payment instrument (UPI, card, or Google Play balance).

3. Subscription Cancellations & Auto-Renewals

If you have subscribed to an optional recurring service in ZoraGram:

• How to Cancel Anytime: You can cancel your subscription at any time without fees: Open the Google Play Store app on your Android device > Tap your Profile Icon (top right) > Tap Payments & subscriptions > Tap Subscriptions > Select ZoraGram > Tap Cancel subscription.
• Access Until Billing Period Ends: When you cancel, you will continue to enjoy your paid benefits until the end of your current active billing period.
• No Automatic Proration: Google Play does not issue partial refunds for unused days remaining in an active billing cycle upon cancellation. Cancelling stops future renewal charges permanently.

4. Developer-Assisted Inquiries (After 48 Hours)

If more than 48 hours have elapsed and you experienced a proven service delivery failure (for example, your payment was debited by Google Play but your ZoraGram account was never credited with the virtual items), our engineering team will manually investigate:

Please submit a ticket through our Report a Problem Form or email support@zoragram.in containing:

• Your registered ZoraGram @username and account email.
• The exact Google Play Order Number (format: GPA.XXXX-XXXX-XXXX-XXXXX found in your purchase receipt email from Google Play).
• The transaction date, amount charged, and name of the digital item.
• A brief explanation of the issue and relevant screenshots.

Upon verification with the Google Play Developer API, if an uncredited entitlement is confirmed, we will either manually credit the entitlement to your profile or authorize a refund through Google Play Console.

5. Consumable Virtual Items & Creator Gifts

Virtual coins, animated celebration stickers, and digital gifts are consumable goods:

• Unconsumed Tokens: Virtual tokens remaining unspent in your balance may be eligible for refund consideration within statutory windows if purchased accidentally.
• Consumed Tokens / Sent Gifts: Once a virtual gift is sent to a creator on a reel or live stream, the benefit has been delivered and consumed. Sent gifts cannot be recalled, reversed, or refunded.

6. Ineligibility, Chargebacks & Policy Violations

Refunds will not be approved under the following circumstances:

• Terms Violations & Bans: If the user account was suspended or terminated for severe violations of our Community Guidelines, child endangerment, harassment, or hate speech.
• Chargeback Abuse: Filing fraudulent chargebacks while retaining and using digital items may result in permanent suspension of ZoraGram account privileges.
• Off-Platform Scams: ZoraGram cannot assist or refund funds sent to external third parties, scammers, or fake payment links outside the official Google Play In-App Billing system.

7. Statutory Consumer Rights (India & International)

Nothing in this policy is intended to limit or exclude your statutory consumer rights under the Consumer Protection Act, 2019 (in India) or equivalent mandatory consumer protection legislation in your local jurisdiction.