Refund and cancellation policy

ZOR Services Pvt. Ltd.
Refund and Cancellation Policy
Effective Date: [InsertDate]

This Refund and Cancellation Policy sets forth the conditions under which Users and Lawyers may cancel appointments and request refunds for services booked through the ZOR Platform. It supplements the ZOR Terms and Conditions and is binding upon all parties using the Platform.

1. Authorized Payment Channels

ZOR enables secure online payments through verified PCI-DSS-compliantthird-party gateways. Accepted channels include:

• Credit/Debit Cards (Visa, Mastercard, etc.)
• Online Bank Transfers (via integrated banking systems)
• Mobile Wallets (Easypaisa, JazzCash, etc.)

All transactions are encrypted end-to-end and comply with applicable financial regulations.

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2. Payment Authorization

When making a payment on the ZOR Platform, the User agrees that:

• They are the lawful owner or authorized user of the payment method used.
• Adequate funds or credit are available to complete the transaction.
• ZOR or its authorized payment gateway may debit the stated amount without further consent.

Attempts to reverse authorized payments through chargebacks or fraud maylead to account suspension and legal action.

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3. No Storage of Financial Data

ZOR prioritizes payment security. It does not store anyof the following sensitive data:

• Credit/debit card number
• CVV codes
• Bank login details

All such data is handled by the payment processor under strict compliance protocols (e.g., tokenization, SSL encryption).

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4. Refund Eligibility

Refunds may be requested under the following conditions:

• User-Initiated Cancellations: Made at least one (1) hour before the scheduled appointment.
• Lawyer-Initiated Cancellations: Including no-shows or last-minute withdrawals.
• Platform Errors: Technical glitches leading to double charges, duplicate bookings, or non-allocation of time slots.

Note: Payment gateway or banking charges may be deducted from the refund amount, if applicable.

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5. Non-Refundable Situations

The following conditions are strictly non-refundable:

• User No-Show: If the User fails to attend the appointment without cancellation.
• Completed Consultations: Once a consultation is concluded, no refund can be claimed, regardless of satisfaction or outcome.
• Excessive Rescheduling: More than two (2) reschedules per appointment will invalidate refund eligibility.

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6. Dispute Resolution

6.1 Arbitration
In the event of any dispute, controversy, or claim arising out of or relating to these Terms, the parties agree to resolve the matter through binding arbitration in accordance with the Arbitration Act, 1940 (or any re-enactmentor amendment thereof)

6.2 Arbitration Proceedings

• The arbitration shall be conducted in Lahore, Pakistan.
• The language of arbitration shall be English.
• A sole arbitrator shall be appointed by mutual agreement of both parties or by a competent court if agreement is not reached.

6.3 Final and Binding
The decision of the arbitrator shall be final, binding, and enforceable in anycourt of competent jurisdiction.

6.4 Interim Relief
ZOR may seek injunctive or interim relief from courts in urgent cases,including but not limited to unauthorized access, misuse of intellectual property, or breach of data protection.

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7. Refund Processing Timeline

Once approved:

• Refunds will be processed within 2–3 business days.
• Funds may be credited to the original payment method or transferred to the User’s ZOR Wallet, depending on the User’s preference and system constraints.

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8. User-Initiated Cancellations

• Must be submitted via the Platform (app or website) only.
• At least 1 hour’s notice must be provided before the scheduled appointment time.
• Cancellations viaphone, SMS, or email will not be entertained.

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9. Lawyer-Initiated Cancellations

If the Lawyer cancels or fails to show:

• The User may choose to reschedule or receive a full refund.
• ZOR will issue a public apology where required but is not liable for reputational damage or missed legal opportunities caused by the cancellation

10. Rescheduling by Users

• Permitted up to two (2) times per appointment.
• Subsequent attempts will be denied, and the original fee forfeited.
• If the new slot has a higher fee, the User must pay the difference at the time of confirmation.

ZOR encourages Users to reschedule at the earliest toensure availability.

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11. Exceptional Refunds

In rare or unforeseen situations, ZOR may authorize refunds on humanitarian or force majeure grounds, including:

• Serious medical emergencies
• Natural disasters
• National holidays or unannounced closures
• Platform-wide outages

Supporting documents may be required to validate claims.

12. Lead Charges and No-Show Protections

Where a Lawyer accesses User contact details (thus incurring a leadcharge) and the User subsequently fails to attend:

• ZOR may refund the User if they had prepaid but did not misuse the system.
• The Lawyer will still be charged the lead fee as the profile was unlocked.

ZOR retains the right to monitor behavior patterns and penalize abuse via warnings, fines, or account restrictions.

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13. Unauthorized Transactions

If you suspect fraudulent or unauthorized transactions:

• Report it within 7 days of the transaction via support@zorservices.co.
• ZOR will initiate a good-faith investigation, but refunds are only provided where clear evidence supports the User’s claim.

Late notifications may limit the possibility of a refund or chargeback.

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14. Amendments to Policy

ZOR reserves the right to update, revise, or replace this Refund andCancellation Policy at any time. Any material changes will be:

• Posted on the Platform;
• Communicated via in-app notification or email.

Continued use of ZOR after changes constitutes acceptance of the updated policy.

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15. No warranty

No warranty, representation or guarantee, express or implied, is given by ZOR Services inrespect of the operation of the service.

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16. Governing law

These terms and conditions are governed bythe laws of Pakistan and the competent courts at Lahore shall have exclusive jurisdiction.

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Contact information

For assistance, inquiries, or refundrequests, please email

Contact Information
📧 For assistance, inquiries, or refund requests, please email:
support@zorservices.co

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