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Prozo Distribution Private Limited Refund Policy for Prozo Wallet

  1. Introduction

    This refund policy outlines the terms and conditions for the refund of amounts paid through any payment gateway to Prozo . The policy applies to the recharge of the Prozo (ProShip) wallet, which is used to avail Prozo's logistics services.

    Prozo Distribution Private Limited is referred to as ‘Prozo’ in this Policy document.

  2. Eligibility for Refund

    Consequent to utilization of the wallet, in case a customer wants the unutilised and undisputed amount refunded back, the customer will have to make a request for the refund of such balance with valid documentary evidence with the Prozo logistics and Prozo finance teams. Once the amount is validated by the finance team, the same shall be processed through NEFT. The refund will be initiated only after a thorough reconciliation of the transactions.

  3. Process for Refund

    • Placing of request : Customer shall place the request of refund with the Prozo Logistics team and Prozo finance team with documentary evidence and bank details, copy of canceled cheque along with KYC documents.

    • Reconciliation and validation: All transactions will be reconciled and validated to ensure the amount claimed for a refund is unutilized and undisputed.

    • Refund Initiation: Once the reconciliation is complete, the refund will be initiated and processed to the designated bank account shared by the user with Prozo. The refund process will be offline and any applicable refund shall be processed through the NEFT.

  4. Timeframe for Refund

    • Refunds will be processed within 7 working days after the reconciliation and KYC verification (if applicable) are completed.

    • The actual time for the amount to reflect in the customer's account may vary depending on the banking procedures.

  5. Dispute Resolution

    • In case of any disputes regarding the transactions or the refund process, customers are advised to contact Prozo's logistics team

    • Disputes will be resolved as per Prozo's dispute resolution policy and may require additional documentation or evidence from the customer.

  6. Contact Information

    For any queries or assistance regarding the refund policy, customers can reach out to Prozo's customer support at:

  7. Policy Updates

    Prozo reserves the right to update or modify this refund policy at any time. Changes to the policy will be communicated through the Prozo website and other appropriate channels.

  8. Acceptance of Policy

    By using Prozo's services and recharging the Prozo (ProShip) wallet, customers agree to the terms and conditions outlined in this refund policy.

  9. Governing Law

    This refund policy is governed by the laws of the jurisdiction where Prozo operates. Any legal disputes arising from this policy will be subject to the exclusive jurisdiction of the Gurgaon, Haryana courts