Return & Refund Policy

RETURN & REFUND POLICY

This Return & Refund Policy (“Policy”) sets out the terms and conditions governing refunds in relation to the services provided by SOZO Advisory Private Limited, a company incorporated under the laws of India, having its registered office at Plot No. 487/A, Godhuli, Near Lendra Park, Shankar Nagar, Nagpur- 440010 (“Company”, “we”, “us”, “our”), through its AI-powered personalised payment platform (“Platform”).

The Platform is designed to maximize financial benefits for users by offering personalized credit card recommendations, seamless in-app card issuance (through partner banks/NBFCs/issuers), automated card selection, AI-powered guidance on optimizing rewards, cashback and payments, and simplified expense tracking, including for RuPay credit cards used for UPI payments (“Services”).

By accessing or using the Platform and Services, you (“User”, “you”, “your”) agree to be bound by this Policy.

1. SCOPE OF THIS POLICY

1.1 This Policy governs:

• a. Refunds relating to subscription fees, service charges or other fees paid by you directly to the Company through the Platform; and
• b. The process for raising disputes and refund requests for eligible transactions.

1.2 This Policy does not govern:

• a. Refunds for purchases of goods and/or services made by you using any credit card, RuPay card, UPI, or any other payment instrument at third-party merchants (online or offline);
• b. Any charges, interest, penalties or fees levied by your issuing bank, card network, UPI app, or other financial service provider; and
• c. Any rewards, cashback or benefits offered solely by banks, card issuers, network partners, or merchants.

For such matters, you must directly approach the concerned bank, card issuer, payment service provider or merchant as per their respective policies.

2. DEFINITIONS

For the purposes of this Policy:

“Platform” means our mobile application, website and any related interfaces through which the Services are offered.

“Subscription Plan” means any paid plan or tier that provides access to premium or enhanced features on the Platform.

“Fees” means any subscription charges, service fees or other charges collected by the Company from Users in connection with the Services.

“Transaction” means any payment, purchase, transfer or other financial operation initiated by you using a card/UPI/other instrument, whether or not facilitated or tracked through the Platform.

3. GENERAL PRINCIPLES

3.1 The Platform is an AI-powered decision-support and optimisation tool. It:

• Provides recommendations for suitable credit cards based on your profile,
• Automates card selection for specific transactions, and
• Offers guidance on rewards, cashback and payments.

3.2 The Platform does not itself issue cards, extend credit, process payments or settle transactions. These activities are undertaken by banks, card issuers, payment aggregators, UPI apps and other regulated entities, as applicable.

3.3 As a result:

• Refunds related to merchant disputes, failed or duplicate payments, or card billing issues are processed as per the policies of your bank/payment provider and not by the Company.
• The Company’s refund obligations under this Policy are limited to Fees charged by the Company for its Services.

4. SUBSCRIPTION FEES & SERVICE CHARGES

4.1 Subscription-based Services
If you subscribe to any paid Subscription Plan on the Platform, Fees may be charged on a monthly, quarterly, annual or other recurring basis, as disclosed at the time of subscription.

4.2 Free Trial / Introductory Offers (if applicable)
If a free trial or promotional period is offered:

• At the end of the trial, your selected payment method may be charged automatically unless you cancel before the trial expiry date.
• Refunds will not be issued merely because you did not cancel the subscription before the end of the trial period, once the charge has been successfully processed.

4.3 Non-refundable Services (Default Rule)
Unless expressly stated otherwise in this Policy or at the time of purchase, Fees paid to the Company are non-refundable, including but not limited to:

• Subscription fees already charged for the current billing cycle,
• One-time setup or activation charges,
• Fees for consultation or value-added services.

4.4 Automatic Renewal
If your Subscription Plan is set to auto-renew and your payment method is charged successfully, Fees for that billing cycle shall generally be non-refundable, subject to Clause 5 (Eligible Refund Scenarios). By subscribing, you expressly authorize the Company to charge your selected payment method on a recurring basis until cancellation.

5. ELIGIBLE REFUND SCENARIOS (COMPANY FEES)

Subject to the terms below, the Company may consider refunds of Fees in the following limited scenarios:

5.1 Duplicate Payment to Company
If you are mistakenly charged twice by the Company for the same Subscription Plan or service (for example, due to a technical error or duplicate order), you may raise a refund request. Upon verification, the duplicate component of the Fees may be refunded.

5.2 Technical Failure in Activating a Paid Plan
If you have been charged Fees for a Subscription Plan or feature but the relevant paid features are not activated or accessible to you within a reasonable period (e.g. 24–48 hours) due to a technical issue solely attributable to the Company, and we are unable to resolve it within a reasonable time after you notify us, you may be eligible for a refund of the affected Fees.

5.3 Unauthorized Charge by Company
If you reasonably believe that Fees have been charged by the Company on your payment instrument without your authorization (and not due to your negligence or sharing of credentials), you may raise a dispute with us. Upon investigation, if we confirm that the charge was made in error or without proper authorization, the relevant Fees may be refunded.

5.4 Regulatory or Legal Requirement
If any law, regulation, order of a court or regulatory authority requires that Fees collected by the Company be refunded, we shall process the refund as required, subject to applicable conditions and timelines.

5.5 Company’s Discretion
In exceptional circumstances, we may grant partial or full refunds on a goodwill basis, entirely at our discretion. Such decisions shall not create any continuing or future obligation or precedent.

6. NON-REFUNDABLE SCENARIOS

Without limiting the generality of other clauses, refunds will not be provided in the following cases:

6.1 Change of Mind / Non-usage
No refunds will be issued if you no longer wish to use the Platform, or have not utilized or fully used the Services during a billing period, after Fees have already been charged.

6.2 Unsatisfactory Outcomes / Rewards / Cashback
The Platform provides AI-based guidance and optimization, but does not guarantee approval of any credit card application, minimum levels of rewards/cashback, or specific financial benefits.

6.3 Third-party Charges and Penalties
No refunds shall be issued by the Company for interest, late fees, annual fees levied by banks/issuers, or reversal of rewards by third parties.

6.4 Merchant Transactions & Disputes
The Company is not responsible for merchant quality, delivery, returns, or refunds regarding goods/services purchased at third-party merchants.

7. PROCESS FOR RAISING A REFUND REQUEST

7.1 How to Contact Us
For any refund request relating to Fees charged by the Company, contact us at:

Email: wecare@thekeyy.com
In-app Support: Contact Customer Support

7.2 Information Required
Please provide your full name, registered mobile/email, payment date/time, amount, payment reference ID, and clear description of the issue.

7.3 Time Limit for Raising Requests
Refund requests must be raised within 3 days from the date of the relevant charge/transaction.

7.4 Verification and Investigation
We may verify your identity, transaction records, and coordinate with payment gateways or banks for resolution.

8. REFUND METHOD AND TIMELINE

8.1 Mode of Refund
Approved refunds will ordinarily be processed to the original payment method used to pay the Fees.

8.2 Timeline
Once a refund is approved by the Company, we will initiate the refund within 7–10 working days.

8.3 No Cash Refunds
We do not provide refunds in cash.

9. CHARGEBACKS & DISPUTES

9.1 If you initiate a chargeback with your bank or card issuer for a transaction involving Fees charged by the Company, we reserve the right to provide necessary evidence and suspend/terminate access if fraudulent.

9.2 If a chargeback is resolved in our favour, we may reinstate charges and restrict payment methods.

10. REWARDS, CASHBACK & OFFER REVERSALS

10.1 Rewards or points displayed on the Platform are illustrative and subject to issuer/merchant terms.

10.2 The Company is not liable for third-party clawbacks or delayed posting of rewards.

11. CANCELLATION OF SUBSCRIPTION

11.1 You may cancel your Subscription Plan at any time through the Platform or by contacting our support.

11.2 Upon cancellation, you will continue to have access to paid features until the end of the current billing period.

12. LIMITATION OF LIABILITY (REFUND CONTEXT)

The Company’s aggregate liability for any refund claim shall be limited to the amount of Fees actually paid by you to the Company for the relevant Services.

13. AMENDMENTS TO THIS POLICY

We reserve the right to amend or update this Policy at any time. The updated Policy will be effective upon publication on the Platform.

14. COMPANY NOT REGULATED FINANCIAL INSTITUTION

The Company operates an AI-powered payment intelligence and decision-support platform. The Company is not a bank, NBFC, payment system operator, or regulated financial institution. Regulated services are provided directly by licensed third-party partners.

15. READ WITH PRIVACY POLICY

This Return & Refund Policy forms an integral part of the Company’s Privacy Policy and Terms of Use.

16. SETTLEMENT OF DISPUTE THROUGH ARBITRATION

Disputes relating to returns/refunds shall be resolved by a sole arbitrator in accordance with the Arbitration and Conciliation Act, 1996, at Nagpur.

17. JURISDICTION

The competent courts at Nagpur alone shall have exclusive jurisdiction regarding any legal proceedings.

18. CONTACT US

If you have any questions or requests regarding this Policy, contact us at:

SOZO Advisory Private Limited
Registered Office: Plot No. 487/A, Godhuli, Near Lendra Park, Shankar Nagar, Nagpur - 440010
Email: info@thekeyy.com
Phone: 8956240654