Cancellation, Refund and Exit Policy

Customers may request cancellation at any time by emailing info@zonovva.com or messaging the official WhatsApp number +91 95522 38893, identifying the website or order. We confirm the effective date. After production begins, ordinary cancellation takes effect at the end of the current prepaid term, including a contracted first-purchase bonus month. There is no cancellation fee and no future renewal after that date. Cancellation is not conditional on buying another service or waiving a complaint.

Before and after production begins

If the customer cancels before actual website production begins, the subscription payment is refunded in full. “Production begins” means documented website design, configuration or content implementation after the customer accepts the scope and terms. Issuing an invoice, routine administration, reserving a slot or sending an onboarding form alone does not count. We keep a dated work record and explain the basis of a refund decision.

Once actual production begins, change-of-mind cancellations generally receive no subscription refund, subject to mandatory rights and the exceptions below. Customer failure to provide content, access or approval, closure of its business, low traffic, unused updates, a preference change or an external account issue alone does not prove Imaginex failed to deliver. This does not excuse Imaginex's own negligent or deficient work.

Exceptions and correction process

Duplicate or incorrect charges are corrected or refunded as appropriate. A customer reporting a material mismatch, defect or non-delivery should identify the issue and the order. For a fixable issue we normally have 7 business days after sufficient notice and access to correct it, or another reasonable period agreed in writing. This does not delay urgent action or any remedy required sooner by law.

If we cannot provide the agreed service, fail to correct a material failure within the applicable reasonable period, or end the service without customer breach, we refund the undelivered or unused prepaid portion as appropriate. If no material service was delivered, a full refund may be required. Deficient, misdescribed or late services keep their statutory remedies; the contract does not replace them with a blanket “no refunds” clause.

A time-based unused-term refund is calculated from the subscription fee actually paid, multiplied by unused service days divided by the total days of that paid entitlement. For the first quarterly purchase, its four-month entitlement is used. The bonus has no separate cash value, but that does not remove a remedy for failure during that contracted month. Delivered services are not refunded twice, a lawful remedy may require a different amount, and no setup or cancellation charge is deducted.

Processing and external purchases

Approved refunds are initiated within 7 business days, normally to the original payer and payment method; bank or provider settlement may take longer. We confirm the approval and amount in writing. Mandatory shorter deadlines take precedence. Nothing restricts a lawful chargeback, complaint or other remedy; we may verify the charge and avoid duplicate reimbursement.

Customer-paid domains, licences and third-party services follow the provider's refund policy. We assist within our role but cannot promise their refund. If we separately sold an approved item, its disclosed terms and applicable law govern.

When a prepaid term expires without renewal, or termination becomes effective, the managed website goes offline. The effective expiry or termination date is day 0. Cancellation requested earlier does not start deletion while the prepaid service continues, and a temporary security suspension is not itself termination. A customer or authorised guardian may ask for earlier unpublishing for privacy or other reasons; this alone does not create a change-of-mind refund, and privacy and remedy rights still prevail.

Standard export

The verified account holder may request one free export by email within the 30-day window. It includes available customer-supplied text and original assets, relevant customer and visitor records we hold in ordinary formats, a page and content inventory and reasonable cooperation with handing over customer-owned accounts. Formats may include ordinary documents, image files and CSV records. We protect other people's information and verify the requester proportionately.

The export excludes Imaginex background source, reusable templates and components, platform infrastructure, internal tooling, secrets, security configuration, other customers' data and third-party licence rights that cannot be transferred. It is not a working clone or deployable website. Data held only in a customer-owned external account is exported through that provider's controls.

Request the export before day 30 even if delivery is agreed for later; we complete it before the related material is routinely deleted. After the window, recovery is not guaranteed. A later renewal or reactivation depends on the remaining data and an agreed scope; the first-purchase bonus does not repeat, and any additional work needs your approval — never a hidden reactivation penalty.

Retention exceptions

The day-60 and day-90 rules govern remaining managed service copies. Customer-owned accounts, registrar records, customer email inboxes and external-provider records follow their own policies and are not deleted by cancelling Imaginex. We cannot remove copies others lawfully hold or content already saved independently from a public website.

Legally required records and documented holds may remain for the applicable period, restricted to their necessary purpose; we delete or anonymise them when that need ends. Rolling backups are not an indefinite archive, and data restored for recovery remains subject to the original deletion instructions.

Your domain is yours. On verified instruction we cooperate promptly with DNS changes, release of delegated access and any authorisation (EPP) code, and we never withhold a customer-owned domain over an unrelated disputed charge. See section 8 of the Plans and Subscription Terms.

Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable law. A complaint about a cancellation or refund follows the grievance route below.