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; andb. 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; andc. 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 ServicesIf 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 RenewalIf 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 CompanyIf 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 PlanIf 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 CompanyIf 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 RequirementIf 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 DiscretionIn 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-usageNo 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 / CashbackThe Platform provides AI-based guidance and optimization, but does not guarantee:
Approval of any credit card application by any bank/issuer,
Minimum levels of rewards, cashback or savings,
Any specific financial outcome or benefit.
No refund will be provided on the sole ground that:
You did not receive expected rewards/cashback, or
The Bank/issuer declined your card application or imposed different terms, or
The recommendations did not meet your subjective expectations.
6.3 Third-party Charges and PenaltiesNo refunds shall be issued by the Company for:
Interest, late fees, annual fees or other charges levied by banks/card issuers,
Reversal or clawback of rewards/cashback by any issuer or merchant,
Any penalties or charges imposed by regulatory or payment system participants.
6.4 Merchant Transactions & DisputesThe Company is not responsible for merchant quality, delivery, returns, or refunds regarding any goods/services purchased by you.
Refunds/returns in such cases are governed by the merchant’s own policy.
You must approach the merchant / bank / payment gateway / UPI app for resolution.
7. PROCESS FOR RAISING A REFUND REQUEST
7.1 How to Contact UsFor any refund request relating to Fees charged by the Company, you must contact us at:
Email: wecare@thekeyy.com
In-app Support: Contact Customer Support
7.2 Information RequiredPlease provide the following details for faster resolution:
Your full name and registered mobile number/email used on the Platform,
Date and time of the payment,
Amount and currency paid,
Payment reference/transaction ID,
Screenshots of payment confirmation (if available),
Clear description of the issue and the reason for your refund request.
7.3 Time Limit for Raising RequestsRefund requests must be raised within 3 days from the date of the relevant charge/transaction. Requests raised after this period may not be considered.
7.4 Verification and Investigation
We may verify your identity, transaction records and logs.
We may also coordinate with payment gateways, banks, and other partners for verification.
You agree to cooperate and provide any additional information or documents requested.
8. REFUND METHOD AND TIMELINE
8.1 Mode of RefundApproved refunds will ordinarily be processed to the original payment method used to pay the Fees (for example, same card, UPI ID, or bank account), subject to technical feasibility.
8.2 TimelineOnce a refund is approved by the Company, we will initiate the refund within [7–10] working days.
Thereafter, the actual credit to your account/card/UPI may depend on your bank/payment provider’s internal processes and may take additional time beyond our control.
8.3 No Cash RefundsWe do not provide refunds in cash or through any method not supported by our payment partners.
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 information and evidence to dispute such chargeback; and
Suspend or terminate your access to the Platform if the chargeback is found to be unjustified or fraudulent.
9.2 If a chargeback is resolved in our favour, we may reinstate the charges and/or restrict your ability to use certain payment methods in the future.
10. REWARDS, CASHBACK & OFFER REVERSALS
10.1 Any rewards, points, cashback or benefits displayed or estimated on the Platform are illustrative and depend on various factors, including:
Issuer policies,
Merchant terms,
Timing of transactions,
Fulfilment criteria of each offer.
10.2 If any transaction is cancelled, reversed, refunded or found ineligible by the issuer or merchant, they may reverse or claw back rewards/cashback. The Company is not liable for such reversals.
10.3 No refunds will be granted by the Company solely on account of:
Delayed posting of rewards, or
Reversal of rewards/cashback by third parties.
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, unless otherwise specified; and
No pro-rata or partial refunds will be issued for the remaining period of the billing cycle, unless expressly agreed otherwise or required by law.
12. LIMITATION OF LIABILITY (REFUND CONTEXT)
To the maximum extent permitted by applicable law, the Company’s aggregate liability arising out of or in connection with any refund claim shall be limited to the amount of Fees actually paid by you to the Company for the Services related to such claim.
13. AMENDMENTS TO THIS POLICY
13.1 We reserve the right to amend, modify or update this Policy at any time, at our sole discretion.
13.2 The updated Policy will be posted on the Platform and will be effective from the date of such publication, unless otherwise specified.
13.3 You are encouraged to review this Policy periodically. Your continued use of the Platform after any changes constitutes your acceptance of the revised Policy.
14. COMPANY NOT REGULATED FINANCIAL INSTITUTION
The Company is engaged in the field of preparing and running first AI powered personalised payment platform designed to maximize financial benefits for users which offers personalized credit card recommendations, seamless in-app card issuance, automated card selection and AI powered guidance on optimizing rewards, cashback, and payments which simplifies expense tracking with Rupay credit cards for UPI payments and ensures users earn rewards on every transaction while making informed financial decisions.
Notwithstanding the foregoing, the Company is not a bank, not a Non-Banking Financial Company (NBFC), not a payment system operator/payment service provider and not any other regulated financial institution and does not hold, store, pool, or take custody/control of customer funds and does not itself process, settle, or execute payment transactions on behalf of users. Any card issuance, payment processing, UPI transactions, settlement and other regulated financial services (if any) are carried out by third-party regulated entities (such as banks, card networks, payment aggregators, and/or other licensed partners) under their respective terms, privacy policies, and refund/chargeback frameworks. The Company’s role is limited to providing technology, recommendations and facilitation support and the Company does not assume liability for acts/omissions or service deficiencies of such third-party regulated entities.
15. READ WITH PRIVACY POLICY / FORMS PART OF PRIVACY POLICY
This Return & Refund Policy shall be read in conjunction with and forms an integral part of the Company’s Privacy Policy and other applicable website/app policies and terms. By accessing or using the Company’s platform and/or requesting any refund, you acknowledge that you have read, understood and agreed to this Return & Refund Policy along with the Privacy Policy.
16. SETTLEMENT OF ANY DISPUTE THROUGH ARBITRATION
In case of any dispute arising with respect to return /refund or any other related matter, such dispute arising in relation thereto shall be resolved by a appointing a sole arbitrator to be held in accordance with the Arbitration and Conciliation Act, 1996 at Nagpur only or the statutory modification thereof and the decision of this Sole Arbitrator shall be final and binding on both the parties.
17. JURISDICTION
In the event that the process of the courts is required to be invoked for interpretation, enforcement with respect to any matter relating hereto, the competent courts at Nagpur alone shall have exclusive jurisdiction and all the Parties hereto submit to the same.
18. CONTACT US
If you have any questions, concerns or requests regarding this Policy or refunds relating to Fees charged by the Company, you may contact us at:
SOZO Advisory Private LimitedRegistered Office: Plot No. 487/A, Godhuli, Near Lendra Park, Shankar Nagar, Nagpur- 440010Email: info@thekeyy.comPhone: 8956240654