Refund & Cancellation Policy

1. Scope

This Policy explains when you may cancel or reschedule a Zentro booking, what charges apply, and how refunds are processed. It forms part of our Terms & Conditions.

2. Cancelling a booking

You can cancel from the booking screen in the app. Charges depend on when you cancel:

When you cancel	Charge
Before a technician is assigned	Free — no charge
After assignment, before the technician departs	Free — no charge
After the technician has departed for your address	Visitation fee may apply
After diagnosis, if you decline the repair	Inspection / diagnosis fee applies
After chargeable work has begun	Not cancellable; work completed is billable

If a technician arrives and cannot perform the service because nobody aged 18 or over is present, access to the appliance is not available, or the premises are unsafe, this is treated as a late cancellation and a visitation fee may apply.

3. Rescheduling

You may reschedule free of charge up to 2 hours before your slot, subject to technician availability. Later reschedules are treated as a late cancellation and rebooking.

If we need to reschedule — because of technician unavailability, weather, or any other operational reason — you may choose a new slot at no cost, or cancel for a full refund of anything already paid.

4. When you are entitled to a refund

You are entitled to a full refund where:

• You cancelled before the technician departed for your address.
• We cancelled the booking, or could not fulfil it.
• No technician attended and the booking lapsed.
• You were charged twice for the same booking, or charged in error.
• The service was paid for but demonstrably not performed.

You may be entitled to a partial refund or adjustment where:

• Only part of the booked scope was completed.
• A part was billed but not fitted.
• An amount was charged above the estimate you approved.

Refunds are generally not available where a service was completed as approved and to standard, where you declined a recommended repair after a chargeable diagnosis, or where a subsequent unrelated fault arises. Those cases are handled under the warranty terms in our Terms & Conditions.

5. How to request a refund

1. Open the booking in the Zentro app and raise a support request, or email us with your booking reference.
2. Describe the issue and attach photographs where relevant.
3. We acknowledge within 24 hours and aim to decide within 3 business days, after any inspection needed.

Requests should be raised within 7 days of the service date so we can investigate meaningfully.

6. Refund method and timelines

Approved refunds are returned to the original payment method.

Original payment method	Typical time to reach you
UPI	1–3 business days
Credit / debit card	5–7 business days
Net banking	3–7 business days
Zentro wallet credit	Immediate
Cash	Refunded as wallet credit or bank transfer, as agreed

Timelines begin once the refund is approved and initiated by us. The final leg depends on your bank or payment provider and is outside our control. Any gateway or bank charge deducted on the original transaction may not be recoverable.

7. Escalation

If you are not satisfied with a refund decision, escalate to grow@go4lead.com with your booking reference and the words “Refund Escalation” in the subject line. Our Grievance Officer will review it — see Grievance Officer details.

8. Contact us

Go4Lead — a sole proprietorship of Gourav Sharma
09, Rajat Nagar, Jai Nagar
Near Sakhi Silai Center
Pali, Rajasthan 306401
India
GSTIN: 08MQIPS5835B2ZC
Email: grow@go4lead.com
Phone: +91 85294 21025