Refunds & Cancellations

This policy covers purchases from machines run by Zero Wait Labs (“we”), such as Q0. Payments are made by UPI and processed by Cashfree Payments.

1. Cancelling before you pay

You can cancel at any time before you pay: press Cancel on the payment screen, or let the payment screen time out. Nothing is charged.

If a payment still reaches us after the order was cancelled or timed out, it is refunded in full, automatically.

2. After you pay

Once your payment is confirmed, the machine starts dropping your items, so the order can’t be cancelled from the screen.

3. Automatic refunds

A refund starts by itself, with no form to fill and no call to make, when:

• the machine reports that it couldn’t drop an item you paid for (you get a refund for that item);
• a shelf develops a fault during your order (any remaining items from that shelf are cancelled and refunded instead of dropped);
• a payment arrives after the order was cancelled or timed out; or
• a payment arrives while the machine is out of service.

Refunds go back to the same UPI account you paid from, through Cashfree Payments. We ask for the fastest refund available. When the refund is processed is decided by Cashfree and your bank.

4. If something didn’t drop and no refund started

Sometimes an item gets stuck without the machine noticing, so no refund starts by itself. Message us on WhatsApp or email with the machine’s plate (for example KL 07 Q0 0001) and your order code from the screen. We check the machine’s records and refund by hand any item you paid for and didn’t get.

5. Returns after a successful drop

If an item you received is damaged, defective or not what the screen showed, tell us within 7 days of purchase with the plate, order code and a photo. If the item is sealed and unused, or faulty, we will refund it. For hygiene reasons, opened personal care items can’t be returned unless they are faulty.

6. Refund amounts

Refunds are for the amount you paid for the item, in Indian rupees. We don’t charge any fee for refunds.

7. Contact

• Phone and WhatsApp: +91 73568 00314 (WhatsApp)
• Email: hello@zerowaitlabs.com

We acknowledge complaints within 48 hours and resolve them within one month.