1. Overview
This Refund and Cancellation Policy applies to all rental payments and security deposits made to ZUUM Electric for EV scooter rentals in Haldwani and Rudrapur, Uttarakhand. By making a payment to ZUUM, you agree to the refund terms described below. This policy is governed by the Consumer Protection Act, 2019 and the Digital Personal Data Protection Act, 2023.
We aim to process every legitimate refund within 7 business days of scooter return. If at any point you believe a refund has been delayed or denied incorrectly, please contact us at info@zuum.co.in before initiating a chargeback with your bank.
2. Refundable Security Deposit
A security deposit of ₹4,000 is collected at the time of scooter handover. This deposit is:
- Refundable in full when the scooter is returned in good condition with all accessories (helmet, charger, keys)
- Subject to deductions for: unpaid rental fees, late fees, traffic challans, damage charges, or accessory loss
- Refunded within 7 business days of scooter return to the original payment method (UPI / bank account)
If the deposit was paid in cash, it is refunded via UPI transfer to your linked bank account within 7 business days. You will need to share a valid UPI ID or bank account number at the time of scooter return.
3. Rental Fee Refunds
3.1 Cancellation Before Rental Start
- If you cancel your booking 24+ hours before the scheduled start: full refund of rental fee within 5 business days
- If you cancel within 24 hours of start: 50% refund of rental fee
- If you cancel after the rental period has started: no refund (you can return the scooter early, refund calculated as per Section 3.2)
3.2 Early Return (Mid-Rental)
- Daily plan: no refund for unused hours
- Weekly plan: prorated refund for unused full days (e.g., return after 4 days of a 7-day plan = refund for 3 days at ₹300/day = ₹900)
- Monthly plan: prorated refund for unused full days (e.g., return after 18 days of a 30-day plan = refund for 12 days at ₹200/day = ₹2,400)
3.3 Plan Downgrade (Mid-Rental)
- You may downgrade your plan mid-rental (e.g., Monthly to Weekly). The unused balance is calculated and refunded within 7 business days.
- Plan downgrades are not allowed within 48 hours of plan expiry.
4. Non-Refundable Scenarios
The following are NOT eligible for refund:
- Kilometers included in your plan that you did not use (e.g., if you used only 50 of 100 km in your Daily plan)
- Late fees, traffic challans, or damage charges deducted from your deposit
- Time lost due to traffic, weather, personal reasons, or delivery platform unavailability
- Booking cancellation after the rental has started (only early-return prorated refund applies)
5. Refund Processing Time
| Refund type | Processing time |
|---|---|
| UPI / IMPS refunds | 3-5 business days |
| NEFT / bank transfer | 5-7 business days |
| Cash refund (deposit paid in cash) | 7 business days via UPI |
| Wallet refunds (if applicable) | Within 24 hours |
Refunds are processed only on business days (Monday to Saturday, excluding public holidays in Uttarakhand). Weekends and gazetted holidays are not counted toward processing time.
6. Refund Tracking
Once your refund is initiated, you will receive:
- A WhatsApp message with the refund reference number within 24 hours
- A final confirmation message when the refund hits your account
If you do not receive a refund within the stated timeline, contact us at info@zuum.co.in or WhatsApp https://wa.me/917900333002. Please share your rental ID and refund reference number for faster resolution.
7. Failed Refunds
If a refund fails due to incorrect bank / UPI details provided by you, we will:
- Notify you via WhatsApp within 3 business days
- Request corrected bank details
- Re-initiate the refund within 2 business days of receiving correct details
If we are unable to process the refund after 3 attempts over 30 days due to non-response from your side, the refund amount is forfeited and the matter is escalated to grievance redressal.
8. Damage-Related Deductions
If the scooter is returned with damage, the following process applies:
- A pre-return inspection is conducted in your presence at a ZUUM station
- Damage is assessed and an itemized cost estimate is shared with you within 24 hours
- You have 48 hours to dispute the estimate
- After dispute resolution (or 48 hours with no dispute), the amount is deducted from your deposit and the balance is refunded
Damage cost estimates are based on:
- Spare parts cost at ZUUM’s standard rate card (shared on request)
- Labor at ₹200 per hour
- Insurance deductible (₹500 per accident, ₹4,000 for theft / total loss)
9. Cancellation by ZUUM
If ZUUM cancels your booking before rental start due to:
- Unavailability of scooters: full refund within 3 business days + priority booking for next availability
- Documentation issues (invalid license, failed KYC): full refund within 5 business days
- Force majeure (natural disaster, government order, pandemic): full refund within 7 business days
If ZUUM recalls the scooter mid-rental due to:
- Rider violation of terms (Section 10 of Terms of Service): no refund for the active rental period; deposit refunded after inspection
- Scooter mechanical failure beyond repair: prorated refund for unused days + ₹500 inconvenience credit
10. Chargebacks and Disputes
If you initiate a chargeback via your bank / UPI provider without first contacting ZUUM, we will:
- Attempt to resolve the dispute directly with you within 7 business days
- Provide all evidence of service rendered to your bank
- Suspend your account pending resolution
We encourage you to contact us first at info@zuum.co.in before initiating a chargeback. Most disputes are resolved within 48 hours when brought directly to us.
11. Grievance Redressal
If you are unsatisfied with our refund decision, you may:
- Escalate to our Grievance Officer at info@zuum.co.in (response within 7 days)
- File a complaint with the Consumer Disputes Redressal Commission (District Forum, Haldwani) under the Consumer Protection Act, 2019
- Approach the National Consumer Helpline at 1915 or https://consumerhelpline.gov.in
12. Changes to This Policy
We may update this Refund Policy periodically. The “Last updated” date at the top of this page reflects the most recent revision. Material changes will be communicated via WhatsApp or email at least 14 days before they take effect.
13. Contact
For any refund-related queries, contact us:
- Email: info@zuum.co.in
- Phone: +91 79003 33002
- WhatsApp: https://wa.me/917900333002