Refund Policy

1. INTRODUCTION

Welcome to Stayzee. This Refund Policy ("Refund Policy," "Policy") forms an integral part of the Stayzee Terms and Conditions and governs all purchases, payments, token transactions, billing matters, refund requests, payment disputes, promotional credits, and other financial transactions conducted through the Stayzee Platform. By creating an account, accessing the Platform, purchasing Token Packs, completing payment transactions, redeeming Tokens, or otherwise using any paid feature offered by Stayzee, you acknowledge that you have carefully read, understood, and agreed to be legally bound by this Refund Policy. If you do not agree with any provision contained herein, you should refrain from purchasing any paid services available through the Platform. This Policy should always be read together with the Stayzee Terms & Conditions and Privacy Policy. In the event of any inconsistency, the applicable provisions of those documents shall continue to apply except where this Refund Policy specifically governs the matter.

2. PURPOSE OF THIS POLICY

Stayzee believes in maintaining complete transparency regarding payments made through the Platform. The purpose of this Refund Policy is to clearly explain:

• how payments are processed;
• how Token Packs are purchased;
• when payments are considered final;
• circumstances under which refund requests may be reviewed;
• situations where refunds are generally unavailable;
• payment-related responsibilities of users; and
• the rights reserved by Stayzee concerning billing disputes.

This Policy is intended to eliminate uncertainty before a purchase is made. Users are encouraged to review this Policy carefully before completing any payment.

3. NATURE OF STAYZEE'S SERVICES

Stayzee is a technology platform that helps students discover accommodation and connect with independent landlords, hostel operators, paying guest providers, and other accommodation providers. Stayzee does not rent rooms, lease properties, own hostels, guarantee accommodation, or act as a party to rental agreements. Instead, Stayzee provides digital services that include, among other things:

• accommodation discovery;
• property browsing;
• search and filtering tools;
• verified listings where applicable;
• property information;
• communication facilitation; and
• access to landlord contact details through the Stayzee Token System.

Accordingly, payments made through Stayzee are payments for digital Platform services and not payments for accommodation itself. Purchasing Tokens does not constitute payment toward rent, security deposits, brokerage, hostel fees, maintenance charges, or any other financial arrangement entered into between students and landlords.

4. UNDERSTANDING THE TOKEN SYSTEM

Stayzee operates on a token-based access model. Upon successful registration, every eligible user receives one-time complimentary Starter Tokens, currently consisting of 100 free Tokens, which are provided entirely without charge. These complimentary Tokens are intended to allow users to:

• explore the Platform;
• understand how Stayzee functions;
• browse accommodation listings;
• unlock landlord contact information where applicable;
• experience the quality of the Platform before making any purchase; and
• determine whether the services offered by Stayzee meet their individual requirements.

The complimentary allocation represents a promotional benefit provided by Stayzee entirely at its own discretion. The availability, quantity, eligibility requirements, or continuation of complimentary Starter Tokens may be modified, suspended, increased, reduced, or discontinued by Stayzee at any time without prior notice, unless otherwise required by applicable law. The provision of free Starter Tokens demonstrates Stayzee's commitment to allowing users to evaluate the Platform before deciding whether to purchase additional Token Packs.

5. PAID TOKEN PACKS

Once complimentary Starter Tokens have been exhausted, users may choose, entirely at their own discretion, to purchase additional Token Packs offered through the Platform. At the time of publication of this Policy, Stayzee may offer paid Token Packs including, but not limited to:

• ₹49 Token Pack;
• ₹149 Token Pack; and
• ₹199 Token Pack.

The number of Tokens included in each pack, promotional offers, pricing, discounts, and package availability may change from time to time. Stayzee reserves the right to introduce new Token Packs, discontinue existing packages, modify prices, conduct promotional campaigns, bundle services, or revise commercial offerings without creating any obligation to continue offering previous pricing or package structures. Users are solely responsible for reviewing the applicable pricing before completing any purchase.

6. GENERAL REFUND PRINCIPLE

The fundamental principle governing payments on Stayzee is simple:

Because users are provided with an opportunity to experience the Platform without making any payment, every subsequent purchase of a paid Token Pack is considered a voluntary purchase made after the user has had a reasonable opportunity to evaluate the Platform and its functionality. Accordingly, purchases of paid Token Packs are generally regarded as final once payment has been successfully processed and the purchased Tokens have been credited to the user's Stayzee account. The purchase of a Token Pack represents the purchase of a digital Platform service that becomes available immediately upon successful credit of Tokens. For this reason, users should carefully review their purchase before completing payment.

7. NO GENERAL RIGHT TO REFUNDS

Except where required under applicable law or where Stayzee determines that a genuine billing or technical error attributable to Stayzee has occurred, users acknowledge and agree that purchases of paid Token Packs are generally non-refundable. Refunds will generally not be provided merely because:

• the user changes their mind after purchasing;
• the user no longer requires accommodation;
• the user finds accommodation through another source;
• the user decides not to use the purchased Tokens;
• only part of the purchased Token balance has been used;
• the user expected different accommodation options;
• a landlord declines to rent the property;
• negotiations between the student and landlord are unsuccessful;
• the property becomes unavailable after contact has been unlocked;
• rental prices change;
• the user is dissatisfied with a landlord's conduct;
• or the user chooses not to continue using the Platform.

Once the purchased Tokens have been successfully credited, the digital service purchased from Stayzee is considered to have been made available to the user in accordance with this Policy. Users are therefore encouraged to make purchasing decisions carefully and only after reviewing their requirements.

8. USER ACKNOWLEDGEMENT

Before purchasing any paid Token Pack, every user acknowledges and agrees that:

• they have already had the opportunity to use complimentary Starter Tokens;
• the purchase of additional Tokens is entirely voluntary;
• Stayzee does not compel users to purchase paid Token Packs;
• purchased Tokens are intended solely for use within the Stayzee Platform;
• Tokens cannot be exchanged for cash;
• Tokens do not represent deposits or investments;
• purchasing Tokens does not guarantee accommodation;
• purchasing Tokens does not guarantee landlord responses;
• purchasing Tokens does not guarantee successful tenancy;
• and this Refund Policy governs every payment made through the Platform.

By completing payment, users expressly confirm their acceptance of this Refund Policy and acknowledge that they understand the general non-refundable nature of Token Pack purchases, subject only to the limited exceptions expressly described in this Policy or otherwise required by applicable law.

9. LIMITED CIRCUMSTANCES UNDER WHICH REFUND REQUESTS MAY BE REVIEWED

Stayzee follows a general policy that successfully completed Token Pack purchases are final and non-refundable. However, Stayzee recognizes that exceptional technical or billing issues may occasionally occur despite commercially reasonable safeguards. Accordingly, Stayzee may, at its sole discretion or where required by applicable law, review refund requests arising from genuine payment-related issues directly attributable to Stayzee or its authorized payment processing partners. The submission of a refund request does not create any obligation on the part of Stayzee to approve, process, or issue a refund. Each request shall be reviewed individually based upon the information available, payment records, system logs, fraud detection reports, transaction history, and any supporting documentation reasonably requested by Stayzee.

10. PAYMENT FAILURES

A payment failure may occur where a user's financial institution confirms a successful debit while the corresponding Token Pack is not successfully credited to the user's Stayzee account due to a technical interruption. Examples may include:

• interruption of communication between payment systems;
• unexpected server downtime;
• payment gateway timeout;
• transaction synchronization failure;
• temporary technical malfunction;
• duplicate processing interruption;
• network instability affecting payment confirmation;
• or similar technical circumstances.

Where such situations occur, users are encouraged to wait for a reasonable period, as many payment systems automatically reconcile pending transactions. If purchased Tokens remain unavailable after the reasonable reconciliation period, users may contact Stayzee Customer Support together with:

• transaction reference number;
• payment receipt;
• payment date;
• registered mobile number;
• registered email address;
• payment amount;
• and any additional information reasonably requested for verification.

Following investigation, Stayzee may, at its discretion:

• credit the purchased Tokens;
• correct the transaction;
• coordinate with the payment gateway;
• reverse duplicate processing;
• or process an appropriate refund where the payment cannot reasonably be completed.

11. DUPLICATE PAYMENTS

A duplicate payment refers to a situation where the same Token Pack is unintentionally charged multiple times for substantially the same purchase due to a verified technical error. Where duplicate billing is confirmed after investigation, Stayzee may:

• reverse the duplicate transaction;
• credit additional Tokens equal to the duplicate purchase;
• issue a refund for the duplicate payment where appropriate;
• or implement another commercially reasonable resolution.

Stayzee reserves the right to determine whether duplicate billing has actually occurred based upon internal payment records and payment gateway confirmations. Duplicate payment claims arising from multiple intentional purchases made by the user shall not ordinarily qualify as duplicate transactions.

12. BILLING ERRORS

If Stayzee determines that a billing error attributable solely to its systems has resulted in an incorrect charge, incorrect pricing, or inaccurate deduction, Stayzee may take corrective action. Corrective action may include:

• correcting billing records;
• crediting additional Tokens;
• issuing partial refunds;
• reversing unauthorized duplicate charges;
• adjusting payment balances;
• correcting invoice information;
• or implementing another appropriate resolution.

Users acknowledge that billing disputes must be reported within a reasonable time after discovery. Failure to report a billing issue for an extended period may affect Stayzee's ability to investigate the matter.

13. UNAUTHORIZED TRANSACTIONS

If a user reasonably believes that an unauthorized payment has been made through their Stayzee account, the user should immediately:

• secure their account;
• change their password;
• notify their financial institution where appropriate;
• and contact Stayzee Customer Support.

Stayzee may investigate suspected unauthorized transactions by reviewing:

• account login history;
• authentication records;
• device information;
• IP address logs;
• payment history;
• OTP verification records;
• fraud detection systems;
• and other relevant technical information.

Users acknowledge that Stayzee cannot guarantee reimbursement where unauthorized transactions result primarily from:

• disclosure of passwords;
• sharing of OTP codes;
• compromised personal devices;
• phishing attacks;
• negligent account security;
• malware on user devices;
• or other circumstances beyond Stayzee's reasonable control.

14. NON-REFUNDABLE PURCHASES

Except where expressly provided in this Policy or required by applicable law, the following purchases and situations shall generally be considered non-refundable. Refunds shall ordinarily not be provided because:

• the user changed their mind after purchasing;
• the user no longer requires accommodation;
• the user located accommodation through another platform;
• the user decided not to use the purchased Tokens;
• the user forgot to use the purchased Tokens;
• only a portion of the Token balance was used;
• the user expected additional listings;
• a landlord failed to respond;
• a landlord rejected the user's request;
• rental negotiations were unsuccessful;
• rent increased after contact was unlocked;
• accommodation became unavailable;
• another student rented the property first;
• the user disliked the accommodation after inspection;
• the user disagreed with landlord policies;
• the landlord refused to negotiate;
• the user relocated to another city;
• the user's educational plans changed;
• the user accidentally purchased more Tokens than required;
• internet connectivity issues prevented immediate Platform access;
• temporary device compatibility issues occurred;
• bank processing delays occurred after successful token credit;
• or any dispute subsequently arose between the Student User and the Property Owner.

Users acknowledge that the purchase of Tokens provides access to digital Platform functionality rather than guaranteeing any particular accommodation outcome.

15. DIGITAL SERVICE COMPLETION

Users expressly acknowledge that Stayzee provides digital services. The purchased service is considered substantially delivered once:

• payment has been successfully processed; and
• the purchased Tokens have been credited to the user's Stayzee account for immediate use.

Where Tokens have been successfully credited, the principal digital service purchased from Stayzee has been made available. Similarly, where a Token has been redeemed to unlock a landlord's contact information, the specific digital service associated with that Token redemption shall generally be regarded as completed. The subsequent actions, decisions, communications, negotiations, availability of accommodation, or execution of tenancy agreements occur independently between the Student User and the Property Owner and are outside Stayzee's direct operational control.

16. PROMOTIONAL TOKENS AND COMPLIMENTARY CREDITS

From time to time, Stayzee may provide:

• complimentary Starter Tokens;
• promotional bonus Tokens;
• referral rewards;
• marketing incentives;
• festival promotions;
• campaign-based credits;
• goodwill credits;
• customer support credits;
• or other promotional benefits.

Unless expressly stated otherwise:

• complimentary Tokens possess no cash value;
• promotional credits cannot be redeemed for money;
• promotional balances cannot be transferred;
• promotional credits cannot be exchanged for other benefits;
• promotional balances cannot be sold;
• and promotional Tokens shall not qualify for monetary refunds.

Stayzee reserves the unrestricted right to:

• modify promotional campaigns;
• discontinue promotional programs;
• adjust eligibility criteria;
• withdraw improperly issued credits;
• reverse fraudulent promotional claims;
• or terminate promotional offers at any time.

17. COUPONS, DISCOUNTS, AND SPECIAL OFFERS

Discount codes, promotional coupons, introductory pricing, limited-time offers, referral incentives, and similar promotional programs are offered solely at Stayzee's discretion. Unless expressly stated otherwise:

• promotional discounts cannot be exchanged for cash;
• expired coupons shall not be reinstated;
• unused promotional benefits shall not create refund rights;
• and promotional pricing shall not create entitlement to future discounts.

Stayzee reserves the right to refuse, modify, suspend, or cancel promotional offers where misuse, fraud, technical abuse, or violation of these Terms is reasonably suspected.

18. FRAUDULENT REFUND REQUESTS

Stayzee maintains zero tolerance toward fraudulent refund claims. Users shall not:

• submit fabricated payment receipts;
• alter transaction confirmations;
• intentionally conceal relevant information;
• misuse payment disputes;
• initiate chargebacks after legitimately receiving purchased Tokens;
• attempt to obtain both Tokens and payment reimbursement;
• or otherwise abuse the refund process.

Where fraudulent activity is reasonably suspected, Stayzee may:

• reject the refund request;
• suspend the user's account;
• freeze Token balances;
• permanently terminate Platform access;
• preserve electronic evidence;
• cooperate with financial institutions;
• report unlawful conduct to appropriate authorities where required;
• and pursue any additional legal remedies available under applicable law.

These measures are intended to protect the integrity of the Platform, legitimate users, and the fairness of Stayzee's payment systems.

19. REFUND REQUEST PROCEDURE

Although purchases of Token Packs are generally final and non-refundable, users who believe that an exceptional circumstance described in this Policy applies may submit a refund request for review. Refund requests should be submitted through Stayzee's official customer support channels together with sufficient information to enable investigation. Users may be requested to provide information including, but not limited to:

• Full Name;
• Registered Mobile Number;
• Registered Email Address;
• Transaction Reference Number;
• Payment Gateway Reference;
• Date and Time of Payment;
• Amount Paid;
• Purchased Token Pack;
• Description of the Issue;
• Screenshots where available; and
• Any additional documentation reasonably required for verification.

Submission of incomplete, inaccurate, misleading, or fraudulent information may delay investigation or result in rejection of the request. Stayzee reserves the right to request additional clarification before making any determination regarding a refund request.

20. REVIEW OF REFUND REQUESTS

Every refund request shall be reviewed individually. During the review process, Stayzee may examine:

• payment gateway confirmations;
• banking records where available;
• transaction logs;
• token credit history;
• account activity;
• authentication records;
• login history;
• IP address information;
• device information;
• fraud detection reports;
• customer support history;
• system error logs;
• and any other information reasonably necessary for investigation.

Submission of a refund request does not guarantee approval. Each request shall be evaluated on its individual facts, technical evidence, payment records, and applicable legal requirements. Stayzee reserves the sole discretion to determine whether the available evidence supports a refund, provided such discretion is exercised in accordance with applicable law.

21. REFUND PROCESSING TIMELINES

Where Stayzee determines that a refund is appropriate, the refund shall ordinarily be initiated using the original payment method wherever reasonably possible. Actual receipt of refunded funds depends upon multiple factors beyond Stayzee's direct control, including:

• banking procedures;
• payment gateway processing;
• card issuer policies;
• UPI processing timelines;
• financial institution verification;
• weekends;
• public holidays;
• regulatory requirements;
• and technical processing delays.

Accordingly, Stayzee cannot guarantee that refunded amounts will appear in the user's account within any specific period. Users acknowledge that payment processors and financial institutions maintain independent processing schedules.

22. PAYMENT GATEWAYS

Payments made through Stayzee may be processed by independent third-party payment gateways authorized to facilitate electronic transactions. These payment providers operate independently and maintain their own:

• privacy policies;
• security practices;
• payment processing procedures;
• compliance obligations;
• dispute resolution mechanisms;
• and operational standards.

Stayzee does not control banking networks or third-party payment infrastructure. Accordingly, Stayzee shall not be responsible for delays caused by:

• banking systems;
• payment gateways;
• card issuers;
• UPI providers;
• internet service providers;
• telecommunications failures;
• regulatory restrictions;
• or other third-party systems beyond Stayzee's reasonable control.

23. CHARGEBACKS

Users are encouraged to contact Stayzee Customer Support before initiating chargebacks through their financial institution. Many payment concerns can be resolved efficiently through direct communication. Where a user initiates a chargeback after legitimately receiving purchased Tokens or after successfully receiving the digital service purchased, Stayzee reserves the right to:

• investigate the transaction;
• submit supporting documentation to the payment processor;
• suspend the relevant account;
• temporarily freeze Token balances;
• remove improperly obtained promotional benefits;
• recover amounts improperly reversed where legally permissible;
• restrict future purchases;
• or permanently terminate Platform access.

Nothing contained herein shall prevent a user from exercising any statutory rights available under applicable law.

24. TAXES, FEES, AND PAYMENT CHARGES

All prices displayed on the Stayzee Platform shall be subject to applicable taxes, statutory levies, payment gateway charges, and other legally applicable fees unless expressly stated otherwise. Users acknowledge that:

• banks may impose independent charges;
• payment gateways may apply transaction fees where applicable;
• foreign exchange charges may apply for international payment methods;
• and financial institutions may impose additional processing charges beyond Stayzee's control.

Unless required by applicable law, such independently imposed charges shall not ordinarily qualify for reimbursement by Stayzee.

25. LIMITATION OF LIABILITY RELATING TO PAYMENTS

To the fullest extent permitted by applicable law, Stayzee shall not be liable for losses arising from:

• incorrect payment details entered by users;
• banking delays;
• internet interruptions;
• payment gateway outages;
• telecommunications failures;
• unauthorized use resulting from compromised user credentials;
• fraudulent activity committed by third parties;
• user negligence;
• device malfunction;
• software incompatibility;
• force majeure events;
• or circumstances beyond Stayzee's reasonable control.

Stayzee's liability relating to any approved refund shall, to the fullest extent permitted by applicable law, not exceed the amount actually paid by the user for the relevant Token Pack giving rise to the approved claim.

26. MODIFICATION OF THIS REFUND POLICY

Stayzee reserves the right to revise, amend, replace, supplement, or otherwise modify this Refund Policy from time to time in response to changes in:

• business operations;
• payment systems;
• legal requirements;
• technological developments;
• commercial practices;
• fraud prevention measures;
• or Platform functionality.

Updated versions shall become effective upon publication through the Platform unless a different effective date is expressly stated. Users are encouraged to review this Policy periodically before making purchases. Continued use of paid services after publication of an updated Refund Policy constitutes acceptance of the revised version, except where applicable law requires additional consent.

27. GOVERNING LAW

This Refund Policy shall be governed by and interpreted in accordance with the laws of the Republic of India. Any dispute arising out of or relating to this Policy shall be subject to the dispute resolution and jurisdiction provisions contained in the Stayzee Terms and Conditions

Any dispute arising out of or relating to payments, refund requests, or interpretation of this Policy shall be subject to the jurisdiction specified in the Stayzee Terms and Conditions, unless otherwise required by applicable law.

28. CONTACTING STAYZEE

Users requiring assistance regarding payments, billing concerns, or refund-related questions may contact Stayzee through the official customer support channels made available on the Platform. When contacting support, users are encouraged to provide complete transaction information to facilitate prompt investigation. Stayzee shall make commercially reasonable efforts to review legitimate payment-related inquiries within a reasonable period, subject to verification requirements and operational circumstances.

29. FINAL ACKNOWLEDGEMENT

By purchasing a Token Pack, completing a payment transaction, redeeming Tokens, or otherwise using any paid feature offered through the Stayzee Platform, you expressly acknowledge and agree that:

• you have carefully read this Refund Policy in its entirety;
• you understand the Stayzee Token System;
• you understand that every eligible new user receives complimentary Starter Tokens before making any purchase;
• the purchase of additional Token Packs is entirely voluntary;
• paid Token Packs generally become non-refundable once successfully credited to your account, except where required by applicable law or where Stayzee determines that a genuine billing or technical error has occurred;
• Stayzee sells digital Platform services and does not guarantee accommodation, landlord responses, successful negotiations, or execution of tenancy agreements;
• disputes between students and landlords do not ordinarily create refund obligations for Stayzee; and
• you agree to comply with this Refund Policy, together with the Stayzee Terms and Conditions and Privacy Policy.

This Refund Policy constitutes the complete policy governing refunds for payments made through the Stayzee Platform and supersedes any prior verbal statements, promotional communications, or informal understandings relating to refunds, except where expressly required by applicable law.