Cancellation and Refund Policy

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.sidzo.com (the “Website”) and our ‘Sidzo’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

For IT services, consulting, and business solutions:

  1. Phase 1: We define & architect the system blueprint as per your requirement for free and SOW is shared. (No payment is required at this stage)
  2. Phase 2: We implement the agreed system on our proprietory system for initial demo. (No payment is required at this stage)
  3. Phase 3: Upon receival of sign off agreement, invoice is raised & system get’s deployed to customer environment within 24-48 hours after payment. (Payment is required at this stage, Delivery time 24 – 48 hours after payment confirmation)
  4. As a general rule after Phase 3 sign off with payment confirmation, the work product is deployed to customer environment within 24-48 hours, Buyer is not entitled for any refund after deployment.
  5. After sale support will be provided with an extra cost or as agreed upon SOW sign off.
  6. In case of any work product related discrepency or deficiency if observed after Phase 3 completion which was not identfied by at Phase 2 testing will not be in scope of the current deployment.

For non-IT other ecommerce marketplace products & services:

  • Buyer Cancellation
  1. As per Sidzo cancellation policy, Buyer is not entitled to cancel the Order once placed and the Order is accepted my Merchant or Sidzo.
  2. Buyer only have the option to cancel the Order before the acceptance of the Order by the Merchant or Sidzo. However, subject to Buyer’s previous cancellation history, Sidzo reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is before the acceptance of the Merchant or Sidzo, followed by suspension of account, as may be necessary in the sole discretion of Sidzo.
  3. If Buyer cancels his/her Order after the acceptance of the Order, Sidzo shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Sidzo, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate work has already been commenced by the Delivery Partner or the Merchant or Sidzo, as the case may be.
  • Non-Buyer Cancellation
  1. Sidzo reserves the right to collect a penalty for the Orders constrained to be cancelled by Sidzo for reasons not attributable to Sidzo, including but not limited to:
  2. in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;
  3. failure to contact Buyer by phone or email at the time of delivering the Order booking;
  4. failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or
  5. unavailability of all the items ordered by Buyer at the time of booking the Order; or
  6. unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, Sidzo will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.
  7. In case of cancellations for the reasons attributable to Sidzo or the Merchant or Delivery Partner, Sidzo shall not collect any penalty from the Buyer.
  • Refunds
  1. Buyer may be entitled to a refund for prepaid Orders.  Sidzo retains the right to retain the penalty payable by the Buyer in Section 1(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason;
  2. Buyer may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or Sidzo, however such refunds will be assessed on a case to case basis by Sidzo.
  3. Our decision on refunds shall be final and binding.
  4. All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don’t choose to credit it to Buyer’s wallet with his/her Sidzo Account;
    1. Process
      1. Order Edit/Cancellation/Compensation/Payment Failure
    2. Payment Method
      1. Debit/Credit Cards (5-10 Business Days)
      2. Net Banking (2-10 Business Days)
      3.  Wallet (0-3 Business Days)
      4. UPI (2-7 Business Days)
  1. In case of payment at the time of delivery, Buyer will not be required to pay for:
  2. Orders where packaging is either tampered or damaged at the time of delivery;
  3. Wrong Order being delivered; or
  4. Items missing from Buyer’s Order at the time of delivery.
  • Provided the same is communicated to Sidzo Customer Care through the Platform before the Order is marked delivered.