Payment & Refund Policy
Last updated: 10 November 2026
Effective 10 November 2026
Who You Contract With — Contracting Entity
Your contract for services under this Policy is with ZFORB International Private Limited if you are a resident of India, and with ZFORB International FZCO (Dubai, UAE) in all other cases. References to "ZFORB", "we", "us", or "our" in this Policy mean the applicable contracting entity depending on your residency. The two entities are separate legal entities sharing the ZFORB brand and platform but operating under distinct legal regimes. The entity you contract with is the merchant of record for your payment: ZFORB International Private Limited for INR transactions processed via Cashfree Payments, and ZFORB International FZCO for AED and USD transactions processed via Stripe. Full registered details for both entities are set out in the Terms of Use, Section C (Entities & Registered Details).
1. Accepted Payment Methods
ZFORB accepts the following payment methods: • Credit & Debit Cards: Visa, Mastercard, American Express, RuPay. • UPI & Net Banking: Available for transactions in Indian Rupees (INR) via Cashfree Payments. • International Payments: Processed via Stripe for transactions in AED and USD. • ZFORB Reward Points: subject to the redemption rules in Section 11 below, Reward Points may be applied as partial payment toward eligible Hotel and Tour Package bookings. Points are not a payment instrument, carry no independent monetary value, and are not exchangeable for cash. See Section 11 for full terms. All transactions are processed through PCI-DSS compliant payment gateways. Your payment details are processed and held securely by our authorised payment partners. If you save a card for faster future payments, you can remove it any time under Account → Payment methods.
2. Pricing & Currency
Prices are displayed in your selected currency. All prices include applicable taxes unless explicitly stated otherwise: • India: Prices include GST at 18% where applicable. • UAE: Prices include VAT at 5% where applicable. • Other regions: Taxes are calculated based on local regulations. Currency conversion rates are determined by our payment processors at the time of transaction. Exchange rate fluctuations may result in slight variations between the displayed price and the amount charged.
2A. Booking Fee on Hotel Bookings
ZFORB may charge a booking fee for arranging a hotel booking. Where it applies, the booking fee is shown within "Taxes & fees" before you pay and is included in every total price you see. It applies only to the part of a booking paid in money; a stay paid entirely with Membership or StayPass nights carries no booking fee. The booking fee is non-refundable and is retained when you cancel, whatever the rate's cancellation policy; "Free Cancellation" means the room price is refunded in full when you cancel before the deadline shown at booking. Where ZFORB or the property cancels your booking, the booking fee is refunded together with the room price. The booking fee appears on your tax invoice with the GST charged on it.
3. Booking Confirmation
A booking is confirmed only when: • Full payment has been successfully processed. • You receive a confirmation email and/or in-app notification with your booking reference. If payment fails, the booking is not confirmed and no reservation is held. ZFORB reserves the right to cancel bookings where payment cannot be verified or is suspected to be fraudulent.
4. Hotel Booking Cancellation
Hotel booking cancellations are subject to the cancellation policy displayed at the time of booking. Common policies include: • Free Cancellation: Cancel before the free-cancellation deadline shown at booking and the room price is refunded in full; the booking fee is not refunded. After that deadline, the property's cancellation policy shown at booking applies. • Partial Refund: Cancel within the partial refund window for a percentage of the booking amount. • Non-Refundable: Certain discounted rates are non-refundable and non-modifiable. The applicable cancellation policy is clearly displayed before you complete your booking. Please review carefully before confirming.
4A. Hotel Bookings: Refund Options and Changes
This Section applies to every refund due on a hotel booking made on ZFORB, whether you cancel the booking under Section 4 or ZFORB or the property cancels it. • The refund: Whether a refund is due, and how much, follows the cancellation policy of your rate shown at booking and Section 2A. The amount due is shown to you as one figure before you confirm a cancellation. • Your options: Where ZFORB stay credit is offered for your refund, you may receive the amount as ZFORB stay credit, added to your ZFORB account immediately (Section 4B), or to your original payment method. Both options are shown together before you choose, and neither is selected for you. If you do not choose, your refund goes to your original payment method. • Timeline: Approved hotel refunds to your original payment method are expected to reflect within 14 working days. Where your original payment method cannot receive a refund, we will ask you for a bank account or UPI ID. • Changes: Where a change of dates, room or guests is available for your booking, any amount payable or refundable on the change is shown to you as one figure before you confirm it, and a refund on a change follows this Section. Where a change is not available, you may cancel under the cancellation policy shown at booking and make a new booking at its own price.
4B. ZFORB Stay Credit
ZFORB stay credit lets you receive a hotel refund instantly and use it on your next ZFORB hotel stay. 1. What it is. ZFORB stay credit is a credit balance held in your ZFORB account. You can use it towards hotel bookings made on ZFORB (the ZFORB website and apps). It cannot be used for a Membership, StayPass, Horizons, Tour Packages or any other product or service unless ZFORB says otherwise in writing. 2. When it is added. Stay credit you choose under Section 4A is added to your ZFORB account immediately. 3. Not cash. ZFORB stay credit is not money, a deposit or a payment instrument for use outside ZFORB. It cannot be withdrawn, exchanged for cash, or transferred to a bank account, a card, another person or another account. No interest is earned on it. 4. Choosing stay credit is final. Once you choose ZFORB stay credit for a refund, the choice cannot be changed, and the amount credited will not afterwards be refunded to your original payment method. The choice screen states this before you confirm. 5. The amount credited. The amount credited is shown as a single figure before you choose. It may include an additional amount offered by ZFORB at its discretion. ZFORB may change or withdraw any such additional amount for future choices; a change never affects stay credit already in your account. No additional amount applies to stay credit returned under clause 8. 6. Validity. Stay credit is valid for the period shown before you choose and in your account, which is never less than twelve (12) months from the date it is added. Except as set out in clause 8, a balance not used by the end of its validity expires and cannot be refunded. 7. Using stay credit. At checkout for an eligible hotel booking you may apply your stay credit. If the booking costs more than the credit applied, you pay the difference by any accepted payment method. Stay credit can be applied only to a booking in the currency in which it is held. Stay credit with the earliest expiry is used first. 8. If a booking paid with stay credit is cancelled. If a hotel booking paid wholly or partly with stay credit is cancelled and a refund is due, the part paid with stay credit is returned to your ZFORB account as stay credit, never in cash, with its original validity; stay credit whose validity has ended by then is returned valid for a further period shown in your account. Any part paid by another payment method is refunded under Section 4A. 9. Your account. Stay credit belongs to the ZFORB account to which it was added. It cannot be used while that account is suspended. If you ask us to close your account, we show you your stay credit balance first; unused stay credit ends when the account is closed. 10. Payment for a booking. Stay credit applied to a booking counts as payment towards that booking and is shown in your booking's payment details. 11. Corrections. ZFORB may correct or reverse stay credit added in error, in an incorrect amount or as a result of fraud, or where the payment it came from is reversed or charged back. Nothing in this Section limits a right you have under the law of your country that cannot be excluded by contract.
5. Membership Payments
Membership purchases are significant long-term commitments. • Payment Plans (Indian-entity customers only): Customers contracting with ZFORB International Private Limited may purchase Membership as a lump sum or through ZFORB's equal-instalment programme. Customers contracting with ZFORB International FZCO pay as set out at purchase: in full, or in the published parts or instalments — see "UAE and international customers" below. • Instalment plans apply only to Membership purchases. StayPass, Horizons, and hotel bookings are strictly 100% upfront for all customers. Tour packages follow the partial-payment schedule in the Tour Package T&Cs. • Equal-Instalment Structure: All ZFORB instalment plans are 0% interest, equal-amount instalments. No financing charge, flat-rate interest, reducing-balance interest, processing fee, or any other loading is applied by ZFORB. The total cash you pay across all instalments equals exactly the headline plan price displayed at checkout. Marketing terms such as "flat interest", "no-cost EMI", "pre-EMI", or "processing-free" are not used by ZFORB because they are considered misleading under Reserve Bank of India guidance (RBI/2013-14/292) and by the Central Consumer Protection Authority; ZFORB's plans are genuinely zero-cost equal instalments. • Maximum Instalment Duration: Capped by Membership tenure — 3-year plans up to 6 months, 5-year plans up to 24 months, 10-year plans up to 36 months. Specific (tier, tenure, duration) combinations may be enabled or disabled from time to time. • Down-Payment Floors: Every instalment plan carries a minimum down-payment set by your Membership tenure (the shorter the tenure, the higher the floor), disclosed at checkout. You may voluntarily pay a higher down payment, in which case the remaining balance is divided equally across the chosen duration. • Payment Collection: Each instalment is collected as an independent one-time payment through our authorised payment gateway on its scheduled due date. A payment is collected only with your authorisation: when you tap Pay, or, where you have turned on Auto-Pay, under the mandate you approved and can pause or cancel at any time (see the Auto-Pay clause). • UAE and international customers: Membership purchased from ZFORB International FZCO is payable as set out at purchase: in full, or in the published parts or instalments. ZFORB International FZCO does not itself offer financing arrangements and is not the extender of credit in any transaction: any parts or instalments are interest-free payments of the published price. A late-payment or administrative charge on an overdue Annual Service Fee, add-on, or other service fee is a fee for late payment of a service charge and does not constitute interest, a financing charge, deferred-payment credit, or the extension of credit. These payment terms apply to the Membership plan price; recurring service fees (such as the Annual Service Fee) are billed as set out in Clause 4 of the Membership Terms & Conditions. Where third-party financing options from UAE Central Bank-licensed financial institutions are available, they are provided by that institution on its own terms; ZFORB is not the financing party. • Cooling-Off Period: You may cancel a Membership within 7 days of the purchase date, until 23:59 on the seventh calendar day in your local time, provided no Membership benefit has been used. Where the law of the country you live in gives you a longer period to cancel a contract made at a distance, that longer period applies; for customers in the United Kingdom and the European Union or European Economic Area it is 14 days. The refund equals the amount received toward your Membership entitlement less a fixed cancellation charge; the Membership service fee, the GST on it and the payment gateway charge are also retained. The fixed cancellation charge is ₹5,000 for a Membership priced in Indian rupees, AED 500 for one priced in UAE dirhams and USD 100 for one priced in US dollars; it includes GST and never exceeds 10% of the Membership price, and for a Membership paid in instalments the cap is measured against the Membership price, not the down payment. A Membership counts as used once any booking has been made with it, any night consumed, any reward points spent or any Membership offer or privilege claimed; promotional points credited automatically at activation are withdrawn on cancellation and do not count as use. Once used, the cooling-off cancellation is no longer available. Cancelling stops future annual fees; your current paid Membership year stays active and is non-refundable. • After Cooling-Off: Membership fees are non-refundable after the cooling-off period, except where expressly stated in your Membership T&Cs. • Renewal: Membership renewal payments are due before the expiry of the current term. Failure to renew may result in forfeiture of unused benefits. • Tenure Discounts: Longer-tenure plans carry published tenure discounts that are applied at checkout. The exact discount percentage for your selected tier, tenure, and region is disclosed on the plan checkout screen and frozen into your enrolment snapshot. Discounts are not retroactive.
5A. Overdue Dues & Auto-Hold on New Bookings
Where any instalment, Annual Service Fee ("ASF"), or add-on charge of a Membership remains unpaid past its due date plus the applicable grace period, ZFORB's billing system will flag the amount as overdue and place a temporary hold on that Membership — its bookings, including combo-tour bookings made with it, its renewal and its upgrade — until the overdue amount is cleared. The hold applies only to the Membership that owes the amount. Your other Memberships, StayPass, Horizons and standalone cash bookings (hotel-only bookings or fully-paid standalone tour purchases) are never blocked by this hold, and you may buy another Membership, in full or, where offered, on instalments, whatever the payment status of your other Memberships. Default grace periods (applied unless varied per tier): instalments — 7 calendar days; Annual Service Fee — 30 calendar days; add-ons — 7 calendar days. ZFORB may adjust these grace periods per Membership tier, subject to written disclosure in your account. A persistent in-portal and in-app banner will remain visible until the overdue amount is cleared. Previously-confirmed future bookings are protected from routine collection action and will continue as scheduled in the ordinary course of ZFORB's operations. The only circumstances in which a confirmed booking may be cancelled are: (i) cancellation requested by you; (ii) cancellation by the supplier, hotel, or operator beyond ZFORB's reasonable control; (iii) cancellation required by a competent authority, court order, or applicable law; (iv) events of force majeure as defined in your applicable product Terms; or (v) suspected fraud, chargeback dispute, or material breach of these Terms by you. ZFORB will notify you promptly of any such circumstance and process any refund due in accordance with this Policy. A reminder pop-up may be displayed on login if an amount is overdue or due within the next seven (7) calendar days, dismissible only by paying, scheduling a payment, or requesting a single 24-hour reminder (available within the grace period only).
5B. Holiday-Booking Eligibility (Members)
For Members, each holiday booking placed under your Membership is subject to baseline eligibility checks: (i) Membership status is Active; (ii) check-in and check-out dates both fall within one open annual entitlement window of your Membership (a stay may not span your Membership anniversary); (iii) remaining nights in the applicable pool are greater than or equal to the nights requested; (iv) at least one guest is the Main Applicant or a registered Co-applicant; (v) any overdue dues of the Membership used for the booking are cleared. In addition, the cumulative amount paid towards the Membership principal must meet the payment level for the Membership year whose nights the holiday uses, counted per Membership year as set out in Section 8B of the Terms of Use: Three-year Membership: 100% in every Membership year. Five-year: 60% in the first Membership year and 100% from the second. Ten-year: 40% in the first Membership year, 70% in the second, and 100% from the third. A holiday in your next Membership year may be booked up to 12 months before check-in once that year's Annual Service Fee has been paid in advance and its payment level is met. An Annual Service Fee paid ahead for a Membership year that does not begin is applied first against any amount you owe and the balance refunded in full. ZFORB may publish different payment levels per Membership tier or tenure, which will be disclosed at checkout. The baseline checks above and the per-Membership-year payment levels are the minimum eligibility conditions for holiday bookings under your Membership. ZFORB may apply additional objectively-reasonable eligibility conditions from time to time — including but not limited to tier-specific conditions, tenure-specific conditions, Membership-year-specific conditions, property-specific conditions, seasonal conditions, identity-verification and re-KYC conditions, and operational conditions — all of which will be disclosed to you at checkout and through your ZFORB account before you submit the relevant booking. ZFORB's operational and underwriting teams have the final determination on booking acceptance in each case, acting reasonably.
5C. Offer Combinability
Member-rate bookings (any Membership, StayPass, or Horizons entitlement redemption) may not be combined with coupons, promo codes, loyalty point redemptions, first-booking offers, or referral credits. Retail (cash) bookings — whether by Members paying in cash outside their entitlement or by non-Members — may combine a single Layer-2 promotional offer (coupon OR points OR first-booking OR referral OR seasonal) with the standard retail rate. Where ZFORB has activated a Member Special Rate ("MSR") for your Membership tier, it may apply in addition to the single Layer-2 offer. Points and coupons may never be stacked under any circumstances. All discounted bookings respect ZFORB's published pricing floors per product and tier.
5D. Membership Upgrade Payments
A Membership may be upgraded to a higher tier at the tier's selling price current on the upgrade date, less a credit for the remaining value of the existing Membership calculated under our upgrade formula. The original start date and anniversary are kept; from the next anniversary the Annual Service Fee of the upgraded tier applies. Any Annual Service Fee already due remains payable. The upgrade amount may be paid in full or, where offered, in equal interest-free instalments. No upgrade-processing fee applies. Downgrades are not available.
5E. Late Fees, Default & Forfeiture (Schedule of Charges)
Late payment of instalments. Where you have opted to pay your Membership fee in instalments, each instalment is due on the date shown in your payment schedule. If an instalment remains unpaid for more than seven (7) days after its due date, a late fee accrues for each month or part-month the instalment remains unpaid, at the rates set out in the Schedule of Charges for your plan currency (currently, for INR plans, ₹1,500 per month for the first three months of default and ₹3,000 per month thereafter; for USD-denominated Membership editions on which instalment plans are made available, US$20 per month for the first three months and US$40 per month thereafter — in each case inclusive of applicable taxes; for a plan in any other currency, a late fee applies only where the Schedule of Charges for that currency sets one). Late fees are payable in addition to the overdue instalment. We will remind you before and after each due date. A payment is collected only with your authorisation: when you tap Pay, or, where you have turned on Auto-Pay, under the mandate you approved and can pause or cancel at any time (see the Auto-Pay clause). Unpaid Annual Service Fee. If an Annual Service Fee remains unpaid 30 days after its due date, the Membership is suspended: no bookings, renewals or upgrades can be made with it until every outstanding fee and late fee is paid. Fees continue to fall due on each anniversary during the term. A late fee of 0.1% per day of the unpaid fee applies after the 30-day grace, capped at 20% of that year's fee. Entitlements of a Membership year that passed while suspended lapse and are not restored. Amounts already paid are not refunded on suspension. A suspended Membership is not forfeited for an unpaid Annual Service Fee alone; forfeiture applies only to unpaid instalments of the Membership price. While any due amount of a Membership remains unpaid past its grace period, benefit bookings under that Membership are suspended as set out in these Terms; your other Memberships are not affected. Sustained default; forfeiture. If your instalments remain in continuous default for six (6) months (measured from the due date of the oldest unpaid instalment), your Membership is liable to forfeiture. We will give you written notice of the impending forfeiture — including final notices at least 30, 15 and 7 days before the forfeiture date — at your registered email and on your account. On forfeiture: (a) the Membership and all its benefits, entitlements and included holidays terminate; (b) unpaid instalments cease to be payable; and (c) amounts already paid are retained by ZFORB as consideration for the Membership services made available and as agreed liquidated compensation for the sustained default, to the maximum extent permitted by law. Reinstatement. A forfeited Membership may, at ZFORB's discretion, be reinstated within ninety (90) days of forfeiture upon your written request and payment of all outstanding instalments and accrued late fees — no separate reinstatement fee applies — whereupon the Membership continues on its original terms. Reinstatement is not available after the reinstatement window closes. Late-fee rates, grace periods, the default period leading to forfeiture and the reinstatement window are set out in the Schedule of Charges, available in your member portal, and may be revised prospectively for renewal terms. Charges are always shown inclusive of applicable taxes and are displayed as a single amount in your plan currency.
6. StayPass Payments
StayPass is a prepaid hospitality product. Payment terms: • Full payment is required at the time of purchase. EMI and instalment options are not available for StayPass. • Activation: Immediate upon payment. Night credits and any ZFORB Points included with the plan are issued instantly to the purchaser's account. • Non-refundable: StayPass is non-refundable from the day of purchase. No cooling-off period applies, and your nights and benefits are available as soon as you pay. • Unused Credits: Credits not used within the validity period expire and are not refundable, extendable, or transferable. • Renewal: Your pass runs for its validity period. You choose if and when to buy a new pass, and every purchase is a payment you make yourself. For complete StayPass terms, visit zforb.com/staypass/terms.
6A. Horizons Enrolment
The Horizons enrolment fee is a single, one-time payment and is 100% non-refundable from the day you pay, because your ZFORB Points and programme benefits are credited to your account immediately. Nothing in this section limits a refund that applicable law requires.
7. Tour Package Cancellation
Unless your booking carries its own cancellation schedule, the following applies to a cancellation, counted from the departure date. A booking component of 15% of the package price is retained on every cancellation. • 60 days or more before departure: 85% of the package price is refunded. • 59 to 45 days: 70% is refunded. • 44 to 30 days: 50% is refunded. • 29 to 15 days: 25% is refunded. • 14 days or fewer: no refund. Peak departures: for a departure marked as peak when you book, the package price is retained in full on a cancellation made 30 days or fewer before departure. Booking-specific terms: where a supplier's schedule is stricter, or where you choose a lower non-refundable fare, the schedule for your booking is shown before you pay and applies in place of the schedule above. Stricter terms are never applied after you pay unless you accept them in the app or on the website. No flight, visa, or third-party travel charge is applied to you until a Travel Confirmation Letter is issued. ZFORB may cancel any Tour Package booking by notice to you; every amount you paid to ZFORB for that package is then refunded in full. Approved refunds reflect in your original payment method within 30 working days; most arrive sooner.
8. Cancellation by ZFORB
ZFORB may cancel a booking or service in the following circumstances: • Force majeure events (natural disasters, pandemics, government restrictions, civil unrest). • Supplier or hotel cancellation beyond our control. • Suspected fraud or violation of our Terms of Use. In cases of cancellation by ZFORB, you will receive a full refund or, where possible, an alternative booking of equal or greater value.
9. Refund Processing
Refunds are processed as follows: • Method: Refunds are issued to the original payment method used for the transaction. • Timeline: Approved refunds reflect in your original payment method within 30 working days; most arrive sooner. • Hotel bookings: For a hotel booking, Section 4A sets out the refund options, including ZFORB stay credit, and the timeline, in place of the method and timeline above. • Bank details:Where your original payment method cannot receive a refund, we will ask you for a bank account or UPI ID. • Failed transactions: A failed transaction that was debited from your account is reversed within 5 working days. • Currency: Refunds are processed in the original transaction currency. Exchange rate differences at the time of refund are borne by the customer. • Partial Refunds: Where applicable, partial refunds are calculated based on the specific cancellation policy terms. Payments collected through Auto-Pay are refunded on the same terms as the same payment made with Pay Now. If a due is paid twice — once through Auto-Pay and once with Pay Now — the second payment is refunded in full to the account it came from.
10. Chargebacks & Disputes
If you believe a charge is incorrect, please contact us at billing@zforb.com before initiating a chargeback with your bank. We are committed to resolving billing disputes promptly. Initiating a chargeback without first contacting ZFORB may result in account suspension pending investigation.
11. Reward Points
ZFORB operates a single rewards programme: every point you earn or receive is held in one ZFORB Points balance in your account. Points are earned through eligible bookings and product purchases at the rates then published by ZFORB on zforb.com/rewards. The specific earning rate applicable to any transaction is determined by the rules then in force and may vary by product, booking value, customer tier, and promotion. Redemption. Reward Points may be applied toward the cost of hotel bookings and Tour Package bookings only, subject to the redemption schedule published on zforb.com/rewards/redemption from time to time. Redemption limits apply per booking: the amount of points you can apply is shown at checkout as a single amount before you pay, and you choose whether to use your points. Points may NOT be applied toward the purchase of a ZFORB Membership, StayPass, or Horizons enrolment, toward Annual Service Fees, toward cancellation fees, administrative charges, or third-party fees, or toward any other product or charge not explicitly enabled in the redemption schedule. No monetary value. Reward Points have no independent monetary value, cannot be exchanged for cash, cannot be sold, transferred, assigned, or gifted, and are redeemable only through ZFORB's own platform and partners. Points expire in accordance with the expiry rules published on zforb.com/rewards (points you earn on completed bookings or receive with a purchase are valid for twelve (12) months from the date of issue; promotional bonus batches carry the validity shown with the batch in your account). ZFORB's discretion. ZFORB may vary, suspend, introduce new restrictions on, or modify any aspect of the earning rates, redemption schedule, expiry rules, or qualifying products at its sole discretion. Any reduction in redemption value, any new restriction, or any change to expiry applies prospectively only, from the effective date published on zforb.com/rewards. Points already redeemed on a confirmed booking are not affected. ZFORB may, at its sole discretion, cancel, clawback, or reverse any points credited in error, credited as the result of fraud, chargeback, or cancellation, or credited in contravention of the then-current earning rules. Referral rewards. Where ZFORB offers its referral programme, the referral reward published on zforb.com/rewards (currently 1,000 reward points for you and 1,000 reward points for the friend you refer) is credited to each of you when your friend's first stay booked through ZFORB is completed. A referral reward is reversed only where the booking or purchase on which it was earned is cancelled and refunded; it is not reversed where a cancellation is not refunded. Referral rewards are reward points under this Section and have no cash value.
11A. Rewards, Complimentary Benefits & Promotional Offers
Reward points (including ZFORB Points, free points and promo points), an earned holiday or earned nights (including a Horizons Earned Holiday), a complimentary holiday or night awarded through a promotion, campaign or purchase milestone, a promotional reward or prize, and any similar ZFORB programme benefit, once used for a confirmed booking, follow the cancellation terms of that booking as shown before you confirm it. If you cancel the booking within the free-cancellation period stated at booking, the points, holiday, night or benefit used for it are restored to your account. If the booking was made at a non-refundable rate or is not used (including a no-show), the points, holiday, night or benefit used for it are consumed. If you cancel after its free-cancellation period has ended, the benefit follows the accommodation provider's refund: the part the provider refunds is restored to your account and the part the provider retains is consumed. A restored benefit returns in kind, to the balance or entitlement it came from, with the validity it carried when it was used; except as the next sentence provides, a restoration never extends validity, and a benefit whose validity has ended by the time of cancellation is not restored. Where a confirmed stay cannot be honoured for reasons attributable to ZFORB or the property, the benefit used is restored in full, and where fewer than thirty (30) days of its validity remain at the time of restoration, including where it has already ended, it remains valid for thirty (30) days from the date of restoration. A redeposit fee applies to a restoration only where one is stated at the time of booking. Any cash-paid part of the same booking follows the cancellation policy shown when you booked. Nights redeemed from a Membership or StayPass entitlement follow the terms of that product. Applicable law prevails where it requires otherwise, a different treatment that ZFORB expressly states before you confirm a booking applies to that booking, and nothing in this clause limits a remedy expressly provided in the applicable product terms. This clause applies to points, holidays, nights and benefits redeemed or used on or after 9 October 2026. Reward points used on a booking made on or after 12 October 2026 follow the rule for reward points on a cancelled booking set out below, in place of this clause. Reward points on a cancelled booking. Reward points (including ZFORB Points, free points and promo points) used on a hotel or tour booking made on or after 12 October 2026 are not returned to your account when you cancel that booking or do not use it (including a no-show), whatever the cancellation terms of the booking. Where ZFORB or the property cancels the booking, or a confirmed stay cannot be honoured for reasons attributable to ZFORB or the property, the points are restored to your account in full with the validity they carried when used, and where fewer than thirty (30) days of that validity remain at the time of restoration, including where it has already ended, they remain valid for thirty (30) days from the date of restoration. Only one promotional offer or promotional benefit applies to a booking or transaction, as set out in Section 5C and in the One Promotional Offer per Booking clause of the Rewards Redemption Schedule at zforb.com/rewards/redemption.
12. Contact
For billing inquiries or refund requests: • Billing: billing@zforb.com • Concierge: concierge@zforb.com (via the ZFORB app) • Legal: legal@zforb.com • Privacy: privacy@zforb.com Customer care and Grievance Officer (India): Aman Priye Jain — grievance@zforb.com · +91 90566 93672. Complaints are acknowledged within forty-eight (48) hours and resolved within thirty (30) days. Current entity details (legal name, registered office, licence and tax registration) are set out in the Terms of Use, Section C (Entities & Registered Details).