Payment and Refund Policy
Payment & Refund Policy
1. Overview
This Payment & Refund Policy describes how ZFORB handles payments and refunds for hotel bookings, memberships, StayPass packages and curated experiences. It applies to all transactions conducted through the ZFORB website or mobile application.
2. Payment Methods
We accept major credit and debit cards through authorised payment gateways. All card data is tokenised; we do not store full card numbers or CVV codes. Payments are authenticated using 3‑D Secure or equivalent protocols to protect against fraud. You are responsible for ensuring that the payment information you provide is accurate and current. Taxes, service fees and currency conversion charges (if applicable) will be disclosed at checkout.
3. General Refund Principles
• Original method: Refunds are issued only to the original payment method used for the transaction. We do not offer cash refunds or transfers to alternate accounts.
• Timing: Refund processing times depend on your bank or card issuer. In India, refunds typically appear within 3–14 business days. For UAE or international transactions, refunds may take 5–21 business days. These timeframes are estimates and may vary.
• Currency and fees: Refunds are processed in the currency of the original transaction. Differences in exchange rates and bank fees are the responsibility of the customer. We are not liable for any charges imposed by your bank.
• Abuse and chargebacks: Filing a chargeback without first contacting support may result in account suspension. We reserve the right to deny refunds if we detect fraud or abuse.
• Gateway fees: Some payment gateways charge non‑refundable processing fees. If such fees were incurred during your purchase, they may be deducted from your refund.
• Cooling‑off period: In certain jurisdictions, a statutory “cooling‑off” period may apply to membership purchases. If you have not activated your membership or used any benefits, you may cancel within the applicable period (typically 14 days) and receive a refund, subject to a processing fee. Once activated or once the cooling‑off period ends, membership fees are non‑refundable.
4. Product‑Specific Policies
4.1 Hotel Bookings
Refund eligibility for hotel bookings depends on the policy of the hotel or supplier. This will be clearly displayed during the booking process. Generally:
• Fully refundable rates: You may cancel within the specified period to receive a full refund.
• Partially refundable rates: A cancellation fee may be deducted by the hotel; the remaining amount will be refunded.
• Non‑refundable rates: No refund is available once the booking is confirmed.
Please review the hotel’s policy carefully before confirming your booking.
4.2 Memberships
Membership fees are non‑refundable once you have activated your membership or used any membership benefits. If you purchase a membership but do not activate it or use any benefits, you may cancel within the statutory cooling‑off period (where applicable) and receive a refund, subject to a processing fee. Annual Service Fees (ASF) associated with multi‑year memberships are payable each year and are non‑refundable once charged. Failure to pay the ASF results in immediate suspension of all benefits.
4.3 StayPass and Curated Experiences
StayPass subscriptions and curated experiences are tailored packages scheduled for specific dates or events. These products are non‑refundable upon purchase. If a provider cancels an experience or fails to deliver the agreed service, we will work with you to reschedule or issue a credit at our discretion.
4.4 Points and Credits
Points, UVUs and other promotional credits have no cash value and cannot be refunded or exchanged for money. They are valid only for eligible bookings and expire according to your membership plan.
5. How to Request a Refund
To request a refund for an eligible booking or membership, please email support@zforb.com with your booking confirmation number and the reason for cancellation. Our support team may request additional information, such as proof of payment or hotel cancellation confirmation, to process your refund. Refunds are subject to verification and approval.
6. Disputes and Chargebacks
If you believe you have been incorrectly charged, please contact support@zforb.com before initiating a chargeback with your bank. We will investigate the issue and work to resolve it promptly. Initiating a chargeback without engaging our support may lead to account suspension or forfeiture of entitlements.
7. Fraud Prevention
We monitor transactions for potential fraud and may refuse or cancel a transaction if we suspect illegal or unauthorised activity. We may require additional verification or documentation before processing a booking or refund.
8. Changes to This Policy
We may update this Payment & Refund Policy at any time. The latest version will always be available on our website and app. Your continued use of our services constitutes acceptance of any revised policy.
9. Contact
For questions about payments or refunds, please contact support@zforb.com.
Last updated: 15 December 2025