FrendzLive provides a 7-day refund request period for eligible failed, technical, duplicate-payment, or genuine service-related payment issues.
The 7-day period starts from the date of the relevant transaction. This is not a general money-back guarantee and not a change-of-mind refund policy.
This policy applies to purchases of FrendzLive credits and services. FrendzLive is operated by Zoiwo, a partnership firm, and all customer payments are made to Zoiwo / FrendzLive.
Summary
- 7-day refund request period, starting from the transaction date, for eligible failed, technical, duplicate-payment or genuine service-related payment issues.
- It is not a general money-back guarantee.
- Change-of-mind refunds are not automatically available.
- Unused credits are not automatically refundable.
- Credits and services that have been validly consumed are generally not refundable.
- Customers must contact support at support@zoiwo.com within 7 days for eligible issues.
- Refund requests are reviewed individually.
- Your applicable consumer and legal rights remain unaffected.
Eligible refund situations
You may request a refund within 7 days of the transaction date in situations such as:
- Payment was successfully deducted but credits or the service were not delivered because of a technical issue.
- A technical failure prevented you from accessing a paid service.
- A duplicate payment was processed for the same transaction.
- A payment-processing error resulted in an incorrect charge.
- Another genuine technical or service-delivery issue is identified by Zoiwo / FrendzLive support.
Generally non-refundable situations
- Change of mind after purchasing credits.
- Unused credits, solely because you no longer wish to use them.
- Credits or services that have already been validly consumed.
- Dissatisfaction with a host or consultant where the paid service was successfully delivered, unless otherwise required by applicable law.
- Requests submitted after the 7-day refund request period.
- Transactions involving violation or misuse of the platform, subject to applicable law.
How to request a refund
Email support@zoiwo.com within 7 days of the transaction and include, where available:
- Your registered email or account information
- Transaction / order ID
- Transaction date
- Amount paid
- A description of the issue
- Any payment information needed to identify the transaction
Never send your full card number, CVV, PIN, OTP or passwords.
Review and processing
Our support team reviews each request individually and may ask for further information. If the transaction qualifies under this policy, the refund is initiated to the original payment method through the applicable payment processing system. Refunds are not paid in cash or to a different account. Where appropriate, and only if you agree, we may instead add the undelivered credits to your account.
Refund timelines
After a refund is approved and initiated, banks and payment processors commonly take around 5–7 working days to credit the amount, depending on the payment method. The exact timing is controlled by your bank or payment provider. If you have not received an approved refund within that time, contact support@zoiwo.com with your transaction ID.
Failed payments
If a payment fails but money is debited from your account, it is normally reversed automatically by your bank or payment processor. If it is not reversed, or if the payment succeeded but credits were not delivered, contact support within 7 days of the transaction.
Cancellation by Zoiwo
If we cancel a purchase because of a pricing or technical error on our side, or if we permanently discontinue the FrendzLive service, any amount received for undelivered credits or services will be handled in accordance with applicable law, including by refund to the original payment method where applicable. Accounts suspended or terminated for violation of the Terms & Conditions are handled subject to applicable law.
Cancellations by customers
Purchases of credits are digital, are delivered immediately and cannot be cancelled after successful payment, except as described in this policy. There are no subscriptions or automatic renewals unless clearly stated at checkout. If a session is interrupted by a technical failure on our side, contact support within 7 days and we will review the credits used for that session.
Your legal rights
Nothing in this policy excludes or limits any rights you have under applicable consumer protection law that cannot be excluded.
Contact
Zoiwo (operator of FrendzLive)
113 Viman Vihar,
Toll Tax,
Pratap Nagar,
Sanganer,
Jaipur, Rajasthan – 302033,
India
Email: support@zoiwo.com
GSTIN: 08AAEFZ1889L1ZD