Refund & Return Policy

This policy covers payments made through the Zennor platform operated by STRATOSIA DIGITAL PRIVATE LIMITED. It has two parts: (A) Zennor subscription fees paid by Clinics, and (B) payments made by patients to Clinics.

Part A — Zennor Subscriptions (Clinics)

• Subscription fees are for a digital service and are non-refundable once the account is activated and access is provided.
• Duplicate charges and payments debited without activation are refunded to the original payment method, usually within 7 to 10 business days after we confirm the error.
• If we end a Clinic’s subscription without cause before the end of a prepaid period, we refund the unused portion of the prepaid fees.
• No refund is due where we suspend or end access for breach of the Clinic Terms, non-payment, or fraud.

Part B — Patient Payments to Clinics

When you buy a treatment, membership, package, or product in the Zennor app, the Clinic is the seller. The Clinic’s refund and cancellation terms are shown before you pay, and decide whether a refund is due, subject to applicable consumer law.

• How refunds are paid: approved refunds are processed through Razorpay to your original payment method. Banks usually credit them within 5 to 7 business days after the refund is initiated.
• Failed or duplicate payments: if you were charged but no order was confirmed, or you were charged twice, contact us. If the payment is not matched to a confirmed order, we will arrange a refund to your original payment method.
• Returns of products (such as skincare items) follow the Clinic’s return terms. Opened or used products may not be returnable for hygiene and safety reasons where the Clinic’s terms say so.
• Services already delivered are generally not refundable, except as the Clinic’s terms or the law provide.

How to Request a Refund

1. Patients: contact your Clinic first. If the Clinic does not resolve it, email support@zennor.app with the subject “Refund Request — [clinic name / order ID]”. We will forward it to the Clinic and track it to closure.
2. Clinics: email support@zennor.app with the subject “Refund Request — [clinic name / invoice number]”.

We acknowledge requests within 24 hours and resolve them within 15 days. Patients may also contact the National Consumer Helpline (1915).