Cancellation & Refund

Cancellation & Refund Policy

Last Updated: April 06, 2026

At Zap 99, we want you to have a clear understanding of our cancellation and refund policies. Please read this policy carefully before making any purchases.

1. Game Pack Purchase - Cancellation

1.1 Before Playing

You may cancel your game pack purchase before starting any puzzles:

  • Cancellation requests must be submitted within 24 hours of purchase
  • Full refund will be processed to original payment method
  • Refunds are typically processed within 5-7 business days

Note: Once you start playing any puzzle in a pack, cancellation is no longer possible as the pack is considered used.

1.2 After Playing Begins

Important: Once you have played even one puzzle from a game pack, the pack is considered activated and cannot be cancelled or partially refunded. This is because:

  • The puzzles are revealed upon starting
  • Results are generated based on your performance
  • Coupons are issued based on completion status

2. Refund Eligibility

2.1 Eligible for Refund

Refunds may be granted in the following circumstances:

  • Cancellation request made before playing any puzzle (within 24 hours)
  • Duplicate charges due to technical error
  • Payment processed but game pack not credited to account
  • Unauthorized transaction (with verification)

2.2 Not Eligible for Refund

The following are NOT eligible for refund:

  • Game packs after starting any puzzle
  • Change of mind after purchase
  • Incorrect puzzle answers (game performance)
  • Coupons already used for redemption
  • Requests after 24 hours of purchase

3. Coupon and Redemption Policy

3.1 Coupon Issuance

Our coupon system is designed to reward your performance:

Scenario 1: Win All 5 Puzzles

You receive 5 coupons worth Rs. 1000 each (Total: Rs. 5000)

Scenario 2: Fail Any Puzzle

You receive 1 consolation coupon worth Rs. 500

3.2 Coupon Redemption Rules

  • Coupons can only be redeemed for products listed in our online store
  • Coupons have lifetime validity and do not expire
  • Each coupon can only be used once
  • Coupons cannot be converted to cash
  • Products redeemed cannot be returned for cash

3.3 Product Delivery

Once a product is redeemed using a coupon:

  • Delivery will be processed within 5-7 business days
  • Shipping charges may apply based on location
  • Delivery status will be communicated via email

4. How to Request Cancellation/Refund

To request a cancellation or refund, please:

  1. Email us at refund@zap99.com with your order details
  2. Include your registered email address and order ID
  3. Provide reason for cancellation/refund request
  4. Wait for confirmation within 24-48 hours
  5. Refund will be processed after verification

5. Refund Processing Time

  • Refund Confirmation: Within 24-48 hours of request
  • Payment Gateway Processing: 5-7 business days
  • Bank Processing: Additional 3-5 days (depending on bank)
  • Total Time: Typically 7-14 business days

6. Dispute Resolution

If you believe a refund is wrongly denied, you may:

  1. Submit an appeal via email to disputes@zap99.com
  2. Provide additional supporting documentation
  3. Our team will review within 7 business days
  4. Decision will be communicated via email

7. Contact Information

For cancellation and refund related queries:

  • Email: refund@zap99.com
  • Phone: +91 98765 43210
  • Hours: Monday - Friday, 9:00 AM - 6:00 PM
  • Address: 123 Math Street, Puzzle City, India - 123456

8. Policy Updates

We reserve the right to modify this policy at any time. Changes will be effective upon posting on our website. Your continued use of our services constitutes acceptance of the updated policy.