Refund Policy

Effective 29 June 2026 · Last updated 29 June 2026 · Applies to sayzo.in and the SAYZO apps

This Refund Policy explains when and how money paid through SAYZO is refunded. It forms part of the SAYZO Terms of Service. Words defined in the Terms have the same meaning here.

1. How payments and escrow work

SAYZO is a marketplace that connects Task Givers and Task Doers. SAYZO does not perform Tasks and is not a party to the contract between Users. When a Task Giver funds a Task, the money is held in escrow by our Payment Aggregator, a Reserve Bank of India authorised payment provider. SAYZO does not hold your money in its own account.

Funds stay in escrow until one of the following happens:

  1. the Task is completed and accepted, and the funds are released to the Task Doer;
  2. the Task is cancelled, and the funds are refunded or released according to this policy;
  3. a dispute is raised, and the funds are held until the dispute is resolved; or
  4. a refund is approved, and the funds are returned to the Task Giver's original payment method.

2. General principles

This policy is designed to be fair to Task Givers, Task Doers and SAYZO:

  1. Refund decisions are based on evidence and on the terms the Users agreed for the Task.
  2. A Task Doer who genuinely completes an accepted Task is entitled to be paid; refunds are not a way to avoid paying for work done.
  3. A Task Giver should not pay for work that was not done, or was not done as agreed.
  4. Where SAYZO decides how escrow funds are released, that decision is administrative and is made to operate the Platform fairly. It is not a finding of legal fault and does not take away any right you have under law.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or other applicable law.

3. Full refunds

You may receive a full refund of the Task amount in situations such as:

  1. the Task Doer cancels, or does not start or show up for the Task;
  2. the Task is cancelled before any work begins, within any free cancellation window stated for the Task;
  3. the Task cannot be performed for a reason not attributable to the Task Giver; or
  4. a failure of the Platform or payment system prevents the Task from proceeding.

The SAYZO platform fee is refunded in full where the refund arises from a duplicate payment, or a fault of the Platform.

4. Partial refunds

A partial refund may apply where a Task is only partly completed, or completed in a way that does not fully match what was agreed. The refund reflects the value of the work not done or not done as agreed, and the Task Doer is paid for the part genuinely completed.

5. Escrow-related refunds and holds

While a Task is in progress, the funds remain in escrow. If a dispute or refund request is raised, SAYZO may place a hold on the escrow amount until the matter is resolved under this policy. When a decision is made, the funds are either released to the Task Doer, refunded to the Task Giver, or split between them in the case of a partial refund.

6. Failed transactions

If your payment is debited but the Task is not funded because of a technical or payment failure, the amount is automatically reversed to your original payment method. No separate request is usually needed, but you may contact us if the reversal does not appear within the timeline in Clause 12.

7. Duplicate payments

If you are charged more than once for the same Task because of a duplicate or repeated payment, the extra amount is refunded to your original payment method once the duplication is confirmed. If you notice a duplicate charge, contact us with the transaction details so we can verify and refund promptly.

8. Fraudulent transactions

If a payment is found to be fraudulent or unauthorised, SAYZO and the Payment Aggregator may withhold, reverse or refund the relevant amount, and may suspend the accounts involved. We investigate suspected fraud, may request additional verification, and cooperate with banks, card networks and law enforcement as required by law. Where you are the genuine victim of an unauthorised transaction, we work to return your funds, subject to verification and applicable banking rules.

If you believe your account or payment has been used without your authorisation, contact us and your bank immediately. Acting quickly improves the chance of recovery.

9. Service quality disputes

Because SAYZO is a marketplace and does not perform Tasks, disputes about the quality of a completed Task are, in the first place, between the Task Giver and the Task Doer. SAYZO provides a dispute facility and, where escrow funds are held, may make an administrative decision on how those funds are released, based on the agreed terms of the Task and the evidence provided by both Users.

To reduce quality disputes, agree clear acceptance criteria before the Task begins, and confirm completion through the Platform. A refund for quality reasons is more likely to succeed where the work clearly does not meet what was agreed, and less likely where the Task Giver simply changed their mind after the work was done.

10. How to request a refund, and our investigation

Raising a request

Raise a refund or dispute through the Platform within 3 days of the Task being completed or of the scheduled time, giving a clear reason and supporting evidence.

What we do

  1. We acknowledge your request within 48 hours.
  2. We ask the other User to respond with their evidence, usually within 2 to 3 days.
  3. We review the agreed Task terms and the evidence from both sides.
  4. We make a decision within 7 to 10 business days of receiving the information needed, and tell both Users the outcome and the reason.

Evidence that helps

  1. the Task description and any agreed acceptance criteria;
  2. in-app chat between the Users;
  3. photographs or video showing the state of the work, ideally before and after;
  4. receipts or proof of materials, where relevant; and
  5. the transaction or order reference and timestamps.

Requests without enough evidence may take longer or may not be approved. Both Users are expected to act honestly and to provide accurate information.

11. Decisions and platform discretion

SAYZO's role in a refund is to decide, fairly and on the evidence, how escrow funds are released. SAYZO may approve a full refund, a partial refund, or release funds to the Task Doer. This discretion is limited to the administration of escrow and is exercised reasonably and consistently with this policy and the Terms. It does not reduce any right you have under the Consumer Protection Act, 2019 or other law, and you may escalate under Clause 13.

12. Refund processing timelines

Once a refund is approved, the time to reach your account depends on your bank and payment method. Typical timelines are:

  1. Approved refund initiated to the Payment Aggregator: within 1 to 2 business days of approval.
  2. Credit to your original payment method: usually 5 to 7 business days, depending on your bank or card network.
  3. Failed transaction auto-reversal: usually 5 to 7 business days.
  4. Duplicate payment refund: within 5 to 7 business days of confirmation.

Refunds are made to the original payment method used for the Task. We cannot refund to a different account except where required by law or banking rules.

13. Chargebacks

If you have a problem with a Task, please use the refund and dispute process above first, as it is usually faster. You retain any right you have to raise a chargeback with your bank or card issuer. However, raising a chargeback for an amount that has already been refunded, or that is genuinely owed to a Task Doer for completed work, may result in recovery or set-off of that amount and action on your account. If a chargeback is raised, we may pause related escrow activity, provide the bank or network with the relevant evidence, and act on the outcome of their process.

14. Misuse of refunds

Refunds are for genuine issues. Repeatedly requesting refunds without good reason, raising false claims, manipulating evidence, or seeking to obtain a service without paying for it is a breach of the Terms and may lead to refusal of a request, recovery of amounts, suspension or termination of the account, and, where appropriate, referral to the authorities.

15. Grievance redressal and escalation

If you are not satisfied with a refund decision, you may contact our Grievance Officer: Ayan Srivasthav, contact@sayzo.in, +91 9335581408, DPT 808B, F-79 & 80, DLF PRIME TOWER, Okhla Industrial Area Phase-i, South Delhi, New Delhi, Delhi, India, 110020.

We acknowledge complaints within 48 hours and resolve them within the timelines required by law, ordinarily within one month. You may also pursue remedies available to you under the Consumer Protection Act, 2019, and, for payment related complaints, under the applicable Reserve Bank of India grievance mechanisms.

16. Changes to this policy

We may update this policy from time to time. The current version is the one published on the Platform with the effective date shown above. Changes do not affect a refund request already submitted before the change.

This Refund Policy should be read together with the SAYZO Terms of Service and Privacy Policy.