Cancellation & Refund Policy

1. Cancellations & Refunds at a Glance

The cancellation and refund rules for a particular valet transaction may vary depending on the venue, valet operator, service, location, and transaction terms presented to you.

Before completing a paid transaction, applicable charges and material cancellation or refund conditions may be displayed to you.

Generally:

• Valzy is a technology platform and does not itself provide the physical valet service.
• The applicable venue or valet operator determines service-related cancellation and refund eligibility, unless the issue concerns a Valzy/payment-system error or another matter for which Valzy is responsible under applicable law.
• Valzy may facilitate, process, coordinate, or communicate an approved refund through the applicable payment provider.
• Approved refunds are generally returned to the original payment method.
• Valzy or the applicable Service Provider will generally initiate an approved refund within 5–7 business days, unless a different period is required by applicable law or payment-system rules.
• The time required for the refunded amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other payment service provider.
• Venue-specific terms displayed at or before checkout may apply to that particular transaction.
• Promotional credits, coupons, loyalty benefits, and referral benefits generally have no cash value and are not refundable unless expressly stated otherwise or required by law.

2. Important: Valzy’s Role

Valzy operates primarily as a software and technology provider.

Valzy may provide the digital systems used to:

• display valet service information;
• facilitate customer check-in;
• generate or manage digital valet records;
• process or facilitate payments in selected deployments;
• transmit payment information to applicable payment providers;
• communicate transaction status;
• communicate valet status;
• record transaction and operational information;
• facilitate approved refunds.

Valzy does not, by providing these technological services, become the physical provider of valet parking.

The actual valet service, including accepting, parking, storing, moving, handling, and returning your vehicle, is provided by the applicable Service Provider.

Accordingly, unless otherwise expressly required by applicable law, complaints arising from the physical provision of valet services—including vehicle damage, theft, missing belongings, negligent handling, unsafe driving, or other physical incidents—must be raised with the applicable venue or valet operator.

Valzy may assist with relevant digital records, logs, timestamps, transaction information, photographs, or other platform records where reasonably available and legally appropriate. Such assistance does not constitute an admission that Valzy provided the underlying valet service or is legally responsible for the underlying incident.

3. Who Is Responsible for the Valet Service?

The venue or valet operator responsible for providing the physical valet service remains responsible for the performance of that service.

This may include responsibility for:

• accepting your vehicle;
• vehicle custody;
• vehicle movement;
• parking;
• vehicle retrieval;
• driver conduct;
• physical safety procedures;
• service quality;
• service availability;
• physical vehicle damage;
• theft or loss occurring during valet custody;
• missing personal belongings;
• operational negligence;
• service-specific cancellation terms.

Where your payment is collected through Valzy on behalf of a Service Provider, this payment facilitation does not transfer responsibility for the underlying service from the Service Provider to Valzy.

4. Venue-Specific Cancellation and Refund Terms

Different venues and valet operators may have different:

• service prices;
• cancellation periods;
• refund conditions;
• cancellation charges;
• service fees;
• operating hours;
• no-show rules;
• eligibility requirements.

Where venue-specific terms are displayed to you before or during a transaction, those terms will govern the applicable transaction to the extent permitted by law.

You are responsible for reviewing the applicable transaction information before completing payment.

Where there is a conflict between this general Policy and a mandatory, transaction-specific term disclosed to you at checkout, the transaction-specific term will govern that transaction, subject always to applicable law.

Nothing in a venue-specific policy may remove a right or protection that applicable law requires to be provided.

5. Customer Cancellation Before Service

Where a venue permits cancellation before the valet service has been provided, the cancellation and refund outcome will be determined according to the applicable venue or valet operator terms displayed for that transaction.

If cancellation is permitted and a refund is due:

• the Service Provider will determine or approve the refund where the issue is service-related;
• Valzy may facilitate the refund through the applicable payment provider;
• the refund will generally be returned to the original payment method.

Where no cancellation right is provided by the applicable transaction terms, the transaction may be non-refundable except where a refund is required by applicable law or otherwise approved by the Service Provider.

6. Customer Changes Their Mind or Does Not Use the Service

If you complete a transaction but subsequently decide not to use the valet service, leave the venue, fail to hand over the vehicle, or otherwise do not use the service, the refund outcome will depend on the cancellation and refund terms applicable to that transaction.

A refund is not automatically guaranteed solely because the customer chose not to use a service after payment.

Where the applicable Service Provider’s policy permits cancellation or refund, Valzy may facilitate the approved refund.

7. Valet Service Unavailable

If you have paid for a valet service and the applicable Service Provider is unable to provide the service at all, the matter will ordinarily be treated as a service-provision issue.

In such circumstances:

• The applicable venue or valet operator will determine the customer’s refund eligibility in accordance with its terms and applicable law.
• Where a refund is approved, Valzy may facilitate the refund through the applicable payment provider.
• Where the payment system itself has failed or a technical error occurred, Valzy may investigate the technical portion of the transaction.

Where applicable law requires a refund for a service that was not provided, nothing in this Policy is intended to prevent that refund.

8. Vehicle Never Received by the Valet Operator

If payment has been made but the vehicle was never actually handed over to or accepted by the valet operator, the transaction may be reviewed by the applicable Service Provider and Valzy.

The Service Provider will ordinarily determine the service-related outcome.

Valzy may review available platform information, including:

• payment records;
• check-in records;
• QR or token activity;
• timestamps;
• digital session records;
• other relevant system logs.

Where the transaction is determined to be refundable, Valzy may facilitate the applicable refund.

9. Duplicate Payments

If you believe you have been charged more than once for the same transaction, please contact Valzy promptly.

Valzy may review:

• transaction identifiers;
• payment provider records;
• order/session records;
• timestamps;
• duplicate transaction information.

Where a duplicate payment is confirmed, the duplicate amount may be refunded or reversed through the applicable payment provider.

Any refund or reversal will generally be returned to the original payment method.

10. Payment Deducted but Service Not Created

In certain circumstances, your bank or payment provider may show that money has been debited even though the Valzy system does not show a successfully created service or transaction.

If this occurs:

• Valzy may investigate the transaction using available payment and system records.
• The relevant payment provider may independently identify the transaction as successful, failed, pending, reversed, or otherwise incomplete.
• Where the transaction is confirmed as failed and a refund or reversal is applicable, Valzy will facilitate or process the correction through the applicable payment mechanism.
• Where the payment provider automatically reverses a failed transaction, the reversal may occur without separate action from Valzy.

Payment-system timelines may vary depending on the payment method and provider. Certain regulated payment systems in India have prescribed timelines for automatic reversal of specific failed transactions.

11. Technical Errors

If a technical error caused:

• an incorrect payment amount;
• duplicate charging;
• a payment being recorded incorrectly;
• a transaction being created incorrectly;
• a valid transaction to fail;
• a payment to be captured without the corresponding service being created;

Valzy may investigate the technical issue and, where appropriate, correct the transaction or facilitate a refund or reversal.

Technical issues will be assessed using available system records, payment records, and information supplied by the customer and payment provider.

12. Incorrect Charges

If you believe that you were charged an incorrect amount, please contact Valzy.

Valzy may investigate whether the discrepancy arose from:

• a technical or payment-system error;
• a duplicate transaction;
• an incorrect configuration;
• a venue-defined charge;
• taxes or statutory charges;
• a disclosed convenience or platform fee;
• another transaction-specific charge.

Where the charge resulted from a technical or payment error attributable to Valzy or the applicable payment system, Valzy may correct or facilitate correction of the transaction.

Where the charge was correctly applied under the venue’s disclosed pricing or service terms, the underlying billing dispute may need to be resolved with the relevant venue or valet operator.

13. Unauthorized Transactions

If you believe a payment or transaction was made without your authorization, you should promptly contact:

• Valzy;
• the relevant bank or financial institution;
• the applicable card issuer;
• the relevant UPI or payment provider, where applicable.

Valzy may cooperate with the relevant payment provider or Service Provider to investigate the transaction.

Where a reversal or refund is required under applicable law, payment-system rules, or the applicable provider’s procedures, Valzy will process or facilitate the applicable action to the extent within its role and control.

Customers should not share OTPs, passwords, card details, UPI credentials, or other authentication credentials with unauthorized persons.

Applicable banking and payment-system rules may separately govern customer liability and protections for unauthorized transactions.

14. Partial Refunds

Depending on the circumstances, a refund may be:

• full;
• partial;
• transaction-specific;
• limited to a particular fee or component.

For example, where only part of a transaction is determined to be refundable, only that portion may be returned.

The applicable Service Provider will generally determine service-related partial refunds, while Valzy may facilitate the resulting transaction through the applicable payment provider.

15. Refund Method

Approved monetary refunds will generally be returned to the original payment method used for the transaction.

Depending on the payment method and applicable provider, refunds may be processed through:

• credit card;
• debit card;
• UPI;
• bank account;
• digital payment method;
• another supported payment mechanism.

Where the original payment method cannot technically receive a refund, Valzy or the applicable Service Provider may use another lawful method of returning the funds.

Refunds will be processed in accordance with applicable payment-network, payment-provider, banking, and legal requirements.

16. Refund Processing Time

Once a refund has been approved, Valzy or the applicable Service Provider will generally initiate or facilitate the refund within 5–7 business days, unless:

• applicable law requires a different timeline;
• payment-system rules require another timeline;
• additional transaction verification is required;
• the transaction is under investigation;
• the payment provider imposes a separate processing timeline.

The date on which the refund is initiated is not necessarily the date on which the funds appear in your account.

Your bank, card issuer, UPI provider, payment gateway, or other financial institution may require additional time to credit the refunded amount.

17. Payment Processing Fees and Charges

Where a refund is approved, payment-processing costs associated with the refund will ordinarily be borne by the applicable venue or valet operator where this forms part of the commercial arrangement between Valzy and that Service Provider.

Valzy does not intend to charge customers a separate refund-processing fee merely because a valid refund is being processed.

However, certain amounts may be non-refundable where they represent:

• taxes that cannot legally be refunded;
• statutory charges;
• third-party charges that are legally non-refundable;
• a disclosed cancellation charge;
• another amount expressly stated to be non-refundable before the transaction.

Any customer-facing fee or charge applicable to a transaction should be disclosed in accordance with applicable law.

18. Taxes and Statutory Charges

Prices displayed through Valzy may include or separately identify:

• applicable taxes;
• GST or similar indirect taxes;
• mandatory charges;
• optional charges;
• convenience or platform-related charges, where applicable.

The treatment of taxes and statutory charges upon cancellation or refund will depend on applicable law and the nature of the transaction.

19. Promotional Credits, Coupons, Referrals and Rewards

Promotional benefits may include:

• coupons;
• discount codes;
• referral benefits;
• loyalty points;
• promotional credits;
• complimentary services;
• special offers.

Unless expressly stated otherwise:

• promotional benefits have no cash value;
• promotional benefits are not transferable;
• promotional benefits cannot be exchanged for cash;
• unused promotional benefits are not refundable;
• promotional benefits may be subject to expiry dates;
• promotional benefits may be subject to additional campaign-specific terms.

Where a transaction involving a promotional benefit is refunded, the promotional component may be restored, cancelled, or treated in accordance with the applicable promotion’s terms.

Nothing in this section removes any right that cannot legally be excluded.

20. Subscriptions and Memberships

If Valzy introduces subscriptions, memberships, premium plans, or other recurring services in the future, separate terms may apply.

Unless otherwise stated for a particular product or required by law:

• you may cancel before the next renewal date to prevent future renewal;
• cancellation may not automatically result in a refund for the current billing period;
• unused or partially used subscription periods may be non-refundable;
• subscription-specific cancellation and refund terms will be disclosed before purchase.

Any mandatory statutory cancellation or refund rights will continue to apply.

21. Charges, Refunds and the Role of the Service Provider

Where the underlying valet service is supplied by a venue or valet operator:

• the venue or valet operator determines the service price;
• the venue or valet operator determines service-level cancellation conditions, subject to law;
• the venue or valet operator bears the commercial cost of an approved service-related refund where applicable;
• Valzy may facilitate collection and settlement of the transaction;
• Valzy may facilitate an approved refund through the applicable payment provider.

The fact that the customer sees “Valzy” on a payment screen, receipt, account statement, or digital interface does not by itself mean that Valzy is the provider of the underlying valet service.

Where required by applicable law, transaction-specific disclosures will identify the relevant parties and charges.

22. Disputes Relating to the Physical Valet Service

If your complaint concerns:

• vehicle damage;
• theft;
• missing items;
• unsafe driving;
• negligent handling;
• physical custody of the vehicle;
• service quality;
• driver conduct;
• parking operations;

you should first raise the matter with the applicable venue or valet operator.

Valzy may assist by providing available digital records or facilitating communication where reasonably appropriate.

Such assistance does not mean that Valzy accepts responsibility for the underlying valet service.

23. Disputes Relating to Payments or the Valzy Platform

If your complaint concerns:

• duplicate payment;
• failed payment;
• payment deducted but service not created;
• incorrect platform charge;
• technical billing error;
• incorrect transaction status;
• refund processing;

you may contact Valzy at:

Email: info@valzy.co.in
Phone: +91 73893 39187

Please include, where available:

• transaction ID;
• date and time of payment;
• venue;
• amount charged;
• payment method;
• registered mobile number;
• relevant screenshots or transaction evidence.

Providing complete information can help us investigate the transaction more quickly.

24. Customer Complaints

Valzy will make reasonable efforts to review payment and platform-related complaints and communicate the outcome to the customer.

Depending on the nature of the complaint, Valzy may:

• investigate the transaction;
• review system logs;
• consult the relevant venue or valet operator;
• consult the payment provider;
• correct technical records;
• initiate or facilitate a refund;
• request additional evidence;
• inform the customer that the issue must be resolved with the venue or payment provider.

Where a complaint concerns a third-party Service Provider, Valzy’s role is limited to the extent of its contractual, technical, and legal involvement.

25. Payment Providers

Payments may be processed using third-party payment providers selected by Valzy, the applicable venue, or the applicable commercial arrangement.

Depending on the transaction, such providers may process:

• payment credentials;
• transaction identifiers;
• amounts;
• payment status;
• refund information;
• fraud and security information.

Third-party payment providers may maintain their own terms, privacy policies, dispute procedures, and customer-support mechanisms.

Valzy is not responsible for independent delays or failures caused solely by third-party financial institutions or payment providers, except to the extent required by applicable law.

26. Bank and Payment-System Reversals

Some failed or incomplete payment transactions may be automatically reversed by the applicable bank, payment system, or payment provider.

The timing and treatment of such reversals depend on:

• the payment method;
• the transaction type;
• the applicable payment network;
• the relevant financial institution;
• applicable regulatory requirements.

Where a payment-system reversal occurs, a separate refund from Valzy may not be necessary because the original transaction has already been reversed.

Indian payment-system regulations may prescribe specific turnaround times and compensation mechanisms for certain categories of failed transactions.

27. No Guarantee of Refund Outcome

Submission of a refund request does not automatically mean that a refund will be approved.

A refund request may be reviewed against:

• transaction records;
• venue-specific terms;
• cancellation conditions;
• service status;
• payment status;
• evidence supplied by the customer;
• applicable law;
• payment-provider rules.

Valzy does not guarantee approval of a refund where the transaction is legitimately non-refundable under the applicable terms and applicable law.

At the same time, Valzy will not rely on this Policy to deny a refund or other remedy that is legally required.

28. No Waiver of Statutory Rights

Nothing in this Policy is intended to:

• remove mandatory consumer protections;
• exclude legally required refunds;
• limit statutory rights;
• prevent a customer from exercising rights available under applicable law;
• override mandatory payment-system protections.

Where applicable law grants a customer rights that differ from this Policy, the applicable law will prevail to the extent of the inconsistency.

The Consumer Protection (E-Commerce) Rules, 2020 require relevant e-commerce entities to provide clear information concerning refund, cancellation, payment, and grievance mechanisms and, in specified circumstances, not refuse refunds where legally applicable.

29. Fraud, Abuse and Misuse

Valzy and applicable Service Providers may investigate transactions that appear to involve:

• fraud;
• unauthorized use;
• manipulation;
• repeated abusive refund requests;
• multiple accounts used to exploit promotions;
• payment abuse;
• falsified information;
• misuse of promotional benefits.

Where permitted by law, a refund may be delayed while a transaction is investigated.

Valzy may suspend or restrict accounts involved in fraudulent or abusive conduct in accordance with the Valzy Terms & Conditions.

This does not prevent a customer from exercising statutory rights or obtaining any remedy legally due.

30. Refunds Following Account Deletion

Deleting your Valzy account does not automatically cancel or reverse a completed financial transaction.

If an eligible refund remains pending after account deletion, Valzy may continue processing the refund through the applicable payment mechanism.

Where additional information is necessary to process the refund, Valzy may contact the customer using information associated with the transaction.

31. Records and Verification

For refund, fraud-prevention, audit, security, accounting, and dispute-resolution purposes, Valzy and/or the applicable Service Provider may retain relevant transaction records as permitted by applicable law.

Such records may include:

• transaction identifiers;
• payment status;
• timestamps;
• refund status;
• session records;
• operational logs;
• relevant customer communications.

These records may be used to verify whether a payment, cancellation, refund, or reversal occurred.

32. International Users

Where Valzy is made available to customers outside India, cancellation and refund rights may additionally be governed by mandatory consumer, payment, or e-commerce laws applicable in the customer’s jurisdiction.

Accordingly:

• refund timelines may vary;
• cooling-off or cancellation rights may vary;
• taxes may vary;
• currency conversion may apply;
• payment methods may vary;
• consumer remedies may differ by jurisdiction.

Nothing in this Policy is intended to exclude mandatory rights applicable in the country or jurisdiction from which the transaction is made.

33. Currency Conversion

Where transactions are offered in currencies other than the currency used by the underlying Service Provider:

• exchange rates may be determined by the applicable payment provider, card network, bank, or financial institution;
• the amount ultimately credited may differ from the original displayed amount because of currency conversion;
• foreign exchange fees charged by a customer’s bank or payment provider may not be controlled by Valzy.

Unless expressly stated otherwise, Valzy does not guarantee a specific foreign exchange rate.

34. Changes to This Policy

Valzy may update this Policy from time to time to reflect:

• changes in applicable law;
• payment-provider arrangements;
• new products or services;
• new venues;
• changes to cancellation practices;
• new payment functionality;
• operational or technical changes.

The updated Policy will be published on the Valzy website with a revised “Last Updated” date.

Where legally required, Valzy will provide additional notice of material changes.

35. Relationship with the Valzy Terms & Conditions

This Policy forms part of the contractual framework governing your use of Valzy.

The following documents should be read together:

• Valzy Customer Terms & Conditions
• Valzy Privacy Policy
• Valzy Cancellation & Refund Policy
• Any venue-specific or transaction-specific terms displayed to you

If there is an inconsistency:

• mandatory applicable law will prevail;
• transaction-specific terms may govern the particular transaction, subject to applicable law;
• the Valzy Terms & Conditions will otherwise govern use of the platform.

37. Acknowledgement

By using Valzy or completing a transaction through the platform, you acknowledge that:

• Valzy primarily acts as a technology platform;
• the physical valet service is provided by the applicable venue or valet operator;
• cancellation and refund rules may vary by transaction;
• applicable transaction terms will be presented where relevant;
• Valzy may facilitate payment collection and refunds in selected deployments;
• approved refunds are generally returned to the original payment method;
• refund processing and settlement may involve third-party payment providers;
• the time for funds to appear in your account may depend on your bank or payment provider;
• mandatory rights under applicable law remain unaffected.

VALZY TECH PRIVATE LIMITED reserves all rights not expressly granted under this Policy.