1. Overview

This Refund & Cancellation Policy ("Refund Policy") explains how cancellations and refunds work for purchases made on Meezoy, operated by Meezoy Ventures Private Limited ("Meezoy", "we", "us"). It applies to hourly bookings, events posted by Local Partners, the profile unlock and Thailand trip planning. It should be read together with our Terms of Service, Meezer Terms and Local Partner Terms.

Meezoy connects customers with independent Local Partners and processes payments and refunds on their behalf. In this policy, "booking" means both an hourly booking and an event booking unless we say otherwise.

2. How Refunds Are Calculated

Refunds on Meezoy are calculated automatically. The amount depends on the type of booking, how far before the start time you cancel, and the cancellation rules that applied when you booked.

You see the exact amount first: before you confirm a cancellation, the app and website show a refund summary with the amount paid online, any cancellation charge, any non-refundable travel charges and the amount you will get back. The amount shown there is the amount we refund.
Rules are fixed when you book: event bookings follow the cancellation rules shown when you booked, and those rules are saved with your booking. Later changes to our rules never apply to a booking you have already made.
Cancellation window: a paid, confirmed booking may not be cancellable within a set number of hours before it starts. If that applies, the app tells you before you try to cancel.

3. Cancellations by You

You can cancel a booking from its booking details page before it starts, unless the cancellation window applies.

Booking waiting for the Local Partner: if the Local Partner has not accepted your booking yet, you can still cancel it. Any cancellation charge that applies is shown in the refund summary.
Confirmed booking: a cancellation charge may be deducted from the amount paid online, as shown in the refund summary. The remaining amount is refunded to your original payment method.
Travel charges: handled as described in Section 5.
Once a booking has started, it can no longer be cancelled from the app. Contact support if something went wrong (see Section 12).

4. Cancellations by a Local Partner or Meezoy

You receive a full refund of everything you paid online, including travel charges, when:

the Local Partner declines or cancels your booking;
the Local Partner does not accept your booking before it would have started, and you tell us;
the Local Partner does not show up, and you report it to us within 24 hours of the booking start time (we confirm no-shows before refunding); or
the Local Partner breaks our rules or behaves inappropriately towards you, and we confirm it (Section 10); or
Meezoy cancels the booking for safety, policy or technical reasons, unless it is cancelled because of your own misconduct (Section 10).

When the Local Partner declines or cancels, or Meezoy cancels, the refund starts automatically. For a booking that was never accepted or a reported no-show, we start the refund once we have checked it. Local Partners who cancel often may have their account limited or removed.

5. Travel Charges

Some event bookings include a travel allowance for the Local Partner and a related travel fee (together, "travel charges"). They are shown separately at checkout.

Cancelled at least 2 hours before the start: travel charges are refunded with the rest of your refund.
Cancelled less than 2 hours before the start, or a no-show by you: travel charges are non-refundable, because the Local Partner may already be on the way.
Cancelled by the Local Partner or Meezoy: travel charges are always refunded (Section 4).

6. Costs at the Place

Food, drinks, shopping, entry tickets and anything else you buy at the place are paid directly to the venue, not to Meezoy. Any "cost at the place" shown on an event is an estimate to help you plan. Meezoy does not collect these amounts and cannot refund them.

7. Non-Refundable Purchases

Profile unlock: the one-time fee to unlock Local Partner profiles (currently ₹99) gives immediate access and is non-refundable once paid.
Thailand trip planning: the one-time consultation fee (currently ₹999) pays for your planner's time and the plan they prepare, and is non-refundable once paid.

If you were charged more than once for the same purchase, or charged without completing it, contact us and we will refund the duplicate or incorrect charge.

8. Credits and Coupons

Meezoy credits used on a cancelled booking are returned to your Meezoy wallet, unless the booking is cancelled because of your misconduct (Section 10). Credits are not converted to cash.
Coupons used on a cancelled booking are released so you can use them again while they are still valid, unless the booking is cancelled because of your misconduct (Section 10). The coupon discount itself is never paid out.
Refunds of online payments are calculated on the amount you actually paid online.

9. When No Refund Is Due

Apart from the cases in Sections 3 to 5, refunds are not issued when:

you do not show up at the agreed time and place;
the booking took place as scheduled;
the booking was ended or cancelled because of your misconduct (Section 10);
you were unhappy with the Local Partner's personality or conversation, unless their profile was materially misleading;
your account was suspended or closed for breaking our terms; or
the booking was affected by things outside anyone's control, such as weather, traffic or a venue closing, unless Section 13 applies.

10. Misconduct and Safety Violations

Meezoy is for respectful, platonic activities in public places. Customers and Local Partners must treat each other with respect at all times, in the app and in person. These rules apply to both sides.

Misconduct includes, but is not limited to:

harassment, threats, abusive, insulting or discriminatory language or behaviour;
unwanted physical contact, or any romantic or sexual advance, comment or request;
asking for, offering or suggesting sexual services or any illegal activity;
pressuring someone to go to a private place or to change the agreed place;
being drunk or under the influence of drugs, or violent or aggressive behaviour;
photographing or recording someone without their consent, or sharing their personal details;
asking for personal contact details or payment outside the app; or
anything else that breaks our Terms of Service, Code of Conduct or the law.

If you, as a customer, are responsible for misconduct:

the Local Partner may end the booking straight away and leave, and Meezoy may cancel the booking;
no refund is given: the amount paid online, travel charges, credits and any coupon used on that booking are all forfeited;
your account may be suspended or permanently closed; and
we may report the matter to the police.

If a Local Partner is responsible for misconduct:

the booking is cancelled and you receive a full refund of the amount paid online and any credits used;
the Local Partner receives no earnings for that booking, and earnings not yet paid out may be held while we investigate;
the Local Partner's account may be suspended or permanently removed; and
we may report the matter to the police.

How we decide: report any problem in the app or to support@meezoy.com as soon as you can, and within 24 hours of the booking. We review reports from both sides, in-app messages, booking details and any evidence you share. To keep people safe, we may suspend an account or cancel bookings while we look into a report. Our decision is shared with both sides, and you can ask for a review under Section 12. Knowingly making a false report is itself misconduct.

If you ever feel unsafe, leave and go somewhere safe, then call 112 for emergency help before contacting us.

11. Refund Process & Timelines

Automatic refunds: refunds for cancellations made in the app or on the website are started straight away.
Where the money goes: to the original payment method. Credits go back to your Meezoy wallet.
Arrival: refunds usually reach you within 5–10 business days, depending on your bank or payment provider.
Payment method no longer available: if your card or account has been closed, contact support and we will arrange another way to refund you.
Other refund requests, such as a reported no-show or a problem during a booking, are reviewed within 14 business days.

12. Disputes

If you disagree with a refund decision or something went wrong during a booking:

Step 1: write to support@meezoy.com within 7 days of the booking date with your booking ID, what happened and any screenshots or messages.
Step 2: we review the case, which may include contacting you and the Local Partner and reviewing in-app messages.
Step 3: we share a decision within 14 business days. It may be a full refund, a partial refund or no refund.
Step 4: you may appeal once within 7 days of the decision. A senior member of the Meezoy team reviews the appeal, and that decision is final.

Disputes not resolved this way are handled under the dispute resolution terms in our Terms of Service.

13. Force Majeure

If a booking cannot go ahead because of events beyond anyone's reasonable control, such as natural disasters, government restrictions, pandemics or civil unrest, Meezoy may, at its discretion, refund the amount paid online, return credits to your wallet, or help you rebook. We decide these cases individually.

14. Changes to This Policy

We may update this Refund Policy from time to time. Changes take effect when they are posted on the Meezoy website and app, and we will try to tell you about significant changes in the app or by email. Changes never reduce the refund for a booking made before the change: each booking keeps the cancellation rules that applied when it was made.

15. Contact Us

For questions about this policy or a refund:

Email: support@meezoy.com
In the app: Settings → Help & Support → Contact Us
Response time: we aim to reply within 24–48 hours on business days.