Refunds & cancellation

• Wallet credit is prepaid service credit. It stays in your wallet until you spend it, and it does not expire while your account is open.
• Credit is not withdrawable as cash and cannot be moved to another account.
• Minutes already consumed are not refundable — you have had the service.
• Every payment failure, duplicate charge or system-side fault is refunded in full. That is not goodwill; it is the policy.
• If you close your account, any unused credit is refunded to the original payment method.

• A payment that was debited but never credited to your wallet — for example a gateway callback that did not arrive.
• A duplicate charge for the same top-up, or a charge for an order you did not place.
• Minutes charged for a call that did not connect, dropped on our side, or ran with no agent audio because of a fault in our software.
• Any amount we are required to refund by Indian consumer law or by a card-network rule.

Where we can see the fault ourselves — a failed call, a stale order, a webhook that never landed — we correct the wallet without waiting for you to ask.

• Minutes used on calls that connected and ran normally, including calls your own agent handled badly because of the instructions you gave it.
• Calls that failed because the number was wrong, switched off, busy, or refused the call — those are carrier outcomes, and connected time is what we meter.
• Number rental, DID charges and carrier minutes, which your carrier bills you directly. Ask that carrier for their refund process.
• Credit left unused in an open, working account. It does not expire, so there is nothing to reclaim — spend it when you are ready.

Why unused credit is not cash. A top-up is the purchase of calling credit, the same way a metro card is not a bank account. We keep the balance available for as long as your account exists, and we do not charge a fee for holding it.

If you decide to leave, email support@zagcalling.com from the address on the account and ask us to close it. We refund the unused credit to the original payment method within 7 working days of the request, less the payment-gateway fee we were charged on that top-up (currently 2% plus applicable taxes on card payments).

This is a closure refund, not a cash-out facility: it exists so that leaving does not cost you money you never spent, and it applies once per account.

There is no subscription to cancel. Zag has no monthly fee, no per-agent fee and no minimum spend, so nothing renews and nothing is auto-debited. If a future plan is introduced it will be opt-in, priced on its own page, and cancellable from the dashboard.

Write to support@zagcalling.com with the account email, the Razorpay order id or payment id (it appears on the wallet page next to the top-up), the amount, and the date. Never send card numbers, CVV or UPI PINs — we do not need them, and we will ask you not to.

We acknowledge within 48 hours and aim to settle within 7 working days. Approved refunds are returned to the original payment method; banks typically take a further 5 to 7 working days to show the credit.

Please write to us before raising a chargeback with your bank. A chargeback freezes the amount and takes weeks, while a refund from us is usually settled the same week. We will not close an account because someone exercised a legal right, but a chargeback raised without contacting us may lead us to suspend the workspace until the dispute is resolved.

If a refund decision does not satisfy you, escalate in writing to the grievance officer: Albin Varghees, Kochi, Kerala, India — support@zagcalling.com. We answer within 15 days. You keep any right you have to approach a consumer forum in Kerala.

This policy is part of the terms of service and should be read with the privacy policy.