Terms & Conditions
ZIGO

Please read these terms carefully before using ZIGO.

By using ZIGO services, website, WhatsApp booking system or mobile applications, you agree to these Terms & Conditions.

About ZIGO

ZIGO provides on-demand personal assistance and task execution services through trained assistants for everyday offline tasks.

Booking

Customers must provide accurate information while placing a booking, including task details, location, timing and contact details. ZIGO reserves the right to reject, cancel or reschedule bookings when necessary due to serviceability, safety, availability or operational reasons.

Pricing & Payments

ZIGO follows a time-slot based payment model for Personal Assistant bookings. Customers are required to select the required service, preferred date and time, location, and estimated assistant duration before confirming the booking.

The final payable amount is shown before booking confirmation wherever applicable. A booking is treated as confirmed only after the customer confirms the slot and completes the required payment or payment authorization through the available payment method.

Basic Payment Slots

The following are basic starting prices for standard assistant duration slots. These prices may vary depending on the selected service category, task type, location, demand, assistant availability, distance, urgency, waiting time, extended time, special handling requirements, or operational conditions.

Payment Flow

• The customer selects a service category, task details, location, preferred time slot and assistant duration.
• ZIGO shows or communicates the estimated payable amount before confirmation, wherever applicable.
• The customer confirms the booking and completes payment using the available payment method, such as UPI, payment link, QR code, wallet, card, net banking or any other mode enabled by ZIGO.
• After successful payment or payment confirmation, ZIGO assigns or confirms an Assistant based on availability and serviceability.
• If payment is pending, failed or not received, ZIGO may hold, delay, cancel or reschedule the booking.
• For pay-after-service or partially paid bookings, the customer must clear the final payable amount immediately after service completion.
• ZIGO may verify payment status through its payment partner, bank confirmation, UPI reference ID, transaction ID, support team confirmation or internal booking records.

Additional Charges

Additional charges may apply for waiting time, extended duration, extra locations, extra distance, urgent assistance, night or high-demand slots, rain or weather surge, purchases made on behalf of the customer, parking, tolls, entry fees, packaging, loading/unloading support, special coordination, out-of-service-area requests or any other task-specific requirement.

Purchases Made on Customer's Behalf

If the Assistant purchases items, pays bills, collects goods or makes any payment on behalf of the customer, the customer must pay the actual purchase amount in addition to ZIGO's service charges. ZIGO may request advance payment before the Assistant makes any purchase or payment.

Extensions & Extra Time

If the task takes longer than the selected slot, the customer may request an extension subject to the Assistant's availability. Extra time will be charged as per ZIGO's applicable extension, waiting or slot pricing policy.

Price Variation

The basic slot prices are indicative starting prices. Actual pricing may vary based on service category, booking duration, distance, task complexity, urgency, assistant availability, demand, operational cost, customer instructions, risk level, and applicable taxes or platform charges. ZIGO reserves the right to update pricing, offers, discounts and charges at any time.

Customer Responsibilities

• Provide correct and complete task information.
• Treat ZIGO Assistants respectfully and safely.
• Ensure the requested task is lawful and reasonable.
• Make timely payments for services and approved purchases.
• Do not misuse the platform, assistant, support team or booking system.

Prohibited Activities

ZIGO Assistants will not perform illegal, unsafe or restricted activities.

• Illegal activities or activities violating local laws.
• Financial fraud, impersonation or unauthorized transactions.
• Transportation or handling of prohibited or dangerous items.
• Any task that may risk personal safety, privacy or public order.

Cancellations & Refunds

Customers may cancel bookings before assistant assignment. Cancellation charges may apply after assignment, after assistant movement has started, after the assistant has arrived, or when work has already begun. Refunds, where applicable, will be reviewed and processed as per ZIGO's operational policy, service records and payment partner timelines.

Refund Policy

At ZIGO Logistics Private Limited ("ZIGO"), customer satisfaction is important to us. However, since our services involve assigning trained Personal Assistants, scheduling their time and incurring operational costs, refunds are provided only in the situations mentioned below.

1. Full Refund Eligibility

A customer may be eligible for a 100% refund in the following cases:

• ZIGO is unable to assign an Assistant for the confirmed booking.
• The booking is cancelled by ZIGO due to assistant unavailability or operational reasons.
• The Assistant fails to arrive within the committed arrival window and the customer chooses to cancel the booking.
• The requested service cannot be provided due to reasons directly attributable to ZIGO.
• A duplicate payment has been successfully charged for the same booking.
• Payment is deducted but the booking is not confirmed.

2. Partial Refund Eligibility

A partial refund may be considered after verification in the following cases:

• The service was only partially completed due to reasons attributable to ZIGO.
• The booking ended early due to an operational issue caused by ZIGO.
• The customer paid for a longer duration but a verified unused duration remains due to ZIGO-side service failure.

The refund amount will be calculated based on the unused booked duration after deducting applicable charges, including service charges, assistant travel cost, waiting time, payment gateway charges or other operational costs, where applicable.

3. No Refund Cases

Refunds will not be provided in the following situations:

• The customer cancels after the Assistant has been assigned and dispatched.
• The Assistant has already arrived at the service location.
• The Assistant has already started the assigned task.
• The customer is unavailable, unreachable or does not respond after booking confirmation.
• The customer provides an incorrect address, incorrect contact details or incomplete task information.
• The customer changes their mind after Assistant assignment or arrival.
• The customer refuses the service after Assistant arrival.
• The service cannot be completed due to customer delay, customer instructions or customer-side restrictions.
• The customer requests early completion after the Assistant has started the service.
• Waiting charges, extended time charges, additional location charges or purchase-related expenses have already been incurred.
• The requested task is found to be illegal, unsafe, prohibited, restricted or against ZIGO policy.

4. Cancellation Charges

• Before Assistant Assignment: No cancellation charge may apply, and the customer may receive a full refund if payment was already made.
• After Assistant Assignment: A reasonable operational cancellation fee may be deducted to compensate for assistant allocation, travel, coordination and payment gateway costs.
• After Assistant Arrival: No refund will be applicable because assistant time, travel and operational resources have already been used.
• After Service Start: No refund will be applicable. The customer remains responsible for charges up to the booked duration or actual usage, as applicable.

5. Waiting Time & Extended Duration

If the customer delays the start of the service, keeps the Assistant waiting or extends the service duration, additional charges may apply as per ZIGO's pricing policy. Waiting time charges, extended duration charges and any already-used service time are non-refundable.

6. Customer-Caused Interruptions

No refund will be issued if the booking cannot be completed because the customer becomes unreachable, refuses verification, fails to provide required access, gives unclear instructions, creates unsafe working conditions, requests a prohibited activity or violates ZIGO's Terms & Conditions.

7. Force Majeure & Unavoidable Events

Refunds may not be applicable where service is affected by events beyond ZIGO's reasonable control, including heavy rainfall, floods, natural disasters, government restrictions, riots, curfews, road closures, internet outages, public emergencies, security restrictions, traffic disruptions or unavoidable vehicle breakdowns. ZIGO may try to reschedule the service wherever reasonably possible.

8. Quality-Related Complaints

If a customer believes the service quality was unsatisfactory, the customer must raise a complaint within 24 hours of service completion through ZIGO support. After investigation, ZIGO may, at its sole discretion and based on available records, provide a full refund, partial refund, service credit, complimentary re-service or reject the claim if the complaint is found invalid.

9. Promotional Offers, Coupons & Credits

For bookings made using coupons, promotional discounts, referral credits, cashback, wallet balance or reward points, refund will be calculated only on the actual amount paid by the customer. Promotional benefits, coupons, referral credits and reward points once used may not be refunded or reissued unless decided by ZIGO.

10. Payment Gateway & Banking Charges

Where permitted by applicable law and disclosed at the time of booking, non-recoverable payment gateway charges, bank charges or transaction charges may be deducted from eligible refunds if such costs have already been incurred by ZIGO.

11. Fraudulent or Abusive Claims

ZIGO reserves the right to reject refund requests where fraud, false complaints, misuse of the platform, repeated cancellation abuse, fabricated evidence, payment abuse or intentional misconduct is suspected. Repeated abuse may result in account suspension, service restriction or permanent termination.

12. Refund Request Process

Customers may request a refund through the ZIGO App, WhatsApp support, customer support number or email. The customer must provide the Booking ID, registered mobile number, reason for refund request and supporting photos, documents or evidence, if applicable.

13. Refund Processing Timeline

Approved refunds are usually initiated within 3–10 business days from the date of approval. Actual credit timelines may vary depending on the customer's bank, UPI provider, card issuer, wallet provider or payment gateway. ZIGO is not responsible for delays caused by banks or payment partners after the refund has been initiated.

14. Final Decision

All refund requests are subject to verification and investigation by ZIGO. ZIGO may review booking details, GPS logs, call records, chat history, payment records, photos, assistant reports and operational evidence. ZIGO reserves the right to approve, partially approve or reject any refund request based on the facts of the case, subject to applicable consumer protection laws.

Limitation of Liability

ZIGO acts as a service facilitator and coordinator. To the maximum extent permitted by law, ZIGO shall not be liable for indirect, incidental or consequential damages arising from use of the service.

Intellectual Property

All ZIGO trademarks, logos, designs, content and technology remain the property of ZIGO Logistics Private Limited.

Changes to Terms

ZIGO may update these Terms & Conditions at any time. Updated versions will be published on the website.

Governing Law

These Terms shall be governed by the laws of India. Any disputes shall be subject to the jurisdiction of courts located in Gurgaon, Haryana.

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