Refund Policy

1. When you can get a refund

You are eligible for a full refund in the following situations:

• Payment failed but amount was debited. If your account was charged but the order did not complete, the full amount will be auto-refunded within 5–7 business days.
• Duplicate order. If the same order was placed twice due to a network glitch or double-click, the duplicate amount will be refunded in full.
• Voucher not delivered. If your voucher code has not been delivered to your registered email within 30 minutes of payment confirmation, you can request a full refund.
• Brand outage / out of stock. If the brand we have issued a voucher for rejects redemption because the brand has paused voucher redemption, gone out of business, or the voucher is no longer valid, we will issue a full refund on request.
• Technical error. If you were charged the wrong amount or for the wrong voucher due to a bug on our website, we will correct the difference and refund any excess.

2. When refunds are not available

Once a voucher has been successfully delivered to your email and is active in your Bilzoo account, it is treated as a delivered digital product. In line with the Indian Contract Act, 1872 and consumer guidelines on digital goods, refunds are not available in these cases:

• You changed your mind after the voucher was issued.
• You purchased the wrong voucher by mistake — please contact us before redemption and we will review case-by-case.
• The voucher has been used, partially used, or has expired.
• The brand's terms of redemption have changed (e.g. minimum bill value, store exclusions).
• You failed to read the voucher's terms (validity period, redemption instructions, exclusions) listed on the product page before purchase.

Vouchers on Bilzoo are sold by Meena Traders as the reseller; the underlying brand decides its redemption policy. If you are unsure about a voucher's terms, please email support@bilzoo.in before purchasing.

3. Cancellation before voucher issue

If you wish to cancel an order before the voucher has been issued (i.e. within the first few minutes of placing the order, while payment is still being confirmed), please use the Cancel order button on the order confirmation screen or in My Account → Orders. A cancelled order is auto-refunded within 5–7 business days.

Once the voucher has been issued, the order cannot be cancelled from your dashboard and the rules in section 2 apply.

4. How refunds are processed

• Refunds are issued to the original payment method you used at checkout.
• For UPI / Netbanking / Cards: the amount is credited back to the same source account / card by our payment partner within 5–7 business days.
• For wallet points used at checkout: the equivalent points value is credited back to your Bilzoo wallet instantly on refund approval.
• Refund processing time depends on your bank — most refunds are visible within 3–5 business days, but in rare cases may take up to 10 business days.

Bilzoo does not charge any cancellation, refund, or processing fees.

5. Partial refunds

If your order contains multiple vouchers and only some of them are eligible for a refund (for example, one brand has gone out of stock but the rest were issued successfully), we will issue a partial refund equal to the value of the affected voucher(s) plus their proportional coupon discount, if any.

6. Coupon and cashback in case of refund

• If you used a coupon on an order that is fully refunded, the coupon usage count is reversed so you can reuse it (subject to the coupon's expiry and per-user limit).
• If the entire order amount was paid via a single-use coupon and is refunded, the coupon becomes usable again.
• Cashback earned on a refunded order will be debited from your wallet on refund approval.

7. Refund for failed payments (auto-refund)

If a payment fails on our end (network timeout at payment gateway, double debit, system error) and the amount is debited from your account, please wait 5–7 business days for our payment partner (Razorpay / ICICI eazypay) to auto-reverse the transaction. If the amount is not refunded within 7 business days, please email support@bilzoo.in with your order reference number and we will investigate with the payment partner.

8. Requesting a refund

To request a refund, please email support@bilzoo.in with:

• Your order reference number (e.g. BILZOO-XXXXXX)
• Registered email address and mobile number
• Reason for the refund request
• Screenshot of the bank/card/UPI statement showing the debit (if applicable)

You can also request a refund from My Account → Orders → [Order] → Need help with this order?. Our support team responds within 1 business day and approved refunds are processed within 3 business days.

9. Disputes and escalation

If you are not satisfied with our refund decision, you can escalate the matter to our Grievance Officer:

Grievance Officer
Bilzoo (Meena Traders)
L-222, Street No. 3, Gautam Vihar, Ghonda,
Delhi – 110053, India
Email: grievance@bilzoo.in
Phone: +91 97291 66764

We aim to resolve all escalations within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020.

10. Statutory rights

Nothing in this refund policy limits your statutory rights as a consumer under the Consumer Protection Act, 2019 and applicable Indian law. If you believe a refund has been wrongly denied, you may approach your district consumer forum or the Central Consumer Protection Authority.

11. Changes to this policy

We may update this refund policy from time to time. Material changes will be notified by email and/or an in-app banner at least 14 days before they take effect.

12. Contact

For any refund-related questions, write to support@bilzoo.in. We respond within 1 business day, usually faster.