Refund & Cancellation Policy

This policy explains how cancellations, returns and refunds work on Zyken for store orders, coaching subscriptions and sessions, and partner gym memberships and day passes. It forms part of our Terms of Service. Zyken is operated by Zenthrive Studios, Godawari-11, Lalitpur, Nepal.

Nothing in this policy limits your rights as a consumer under Nepal's Consumer Protection Act, 2075 (2018) or any other law. Where the law gives you more, the law applies.

1. Key timelines at a glance

Business days are Sunday to Friday (Saturday and public holidays excluded, Nepal time). Every request below is made in the Zyken app, where you can follow it step by step.

2. Store orders

2.1 Payment methods and what happens if payment does not go through

• eSewa, Khalti, Fonepay. When you place an order, the items are reserved for you for 30 minutes. If the payment fails or you leave the payment page, nothing is charged and the order is automatically cancelled after 30 minutes, releasing the items. If your wallet was charged but the order shows as cancelled, see section 5.
• Cash on delivery (COD). You pay the courier when your order arrives. If you refuse a COD delivery without a valid reason (for example, the item is damaged or not what you ordered), we may limit COD on your future orders.
• Bank slip. After you upload your slip, our team checks it against our bank account. If it is approved, your order is confirmed. If it is rejected, we tell you why (for example, amount does not match or slip unreadable), and you have 48 hours (or the time shown in the app) to upload a new slip. If no new slip is received in time, the order is cancelled automatically and the items are released. If you did transfer money for an order that was cancelled, email us the slip at [email protected] and we will refund it by bank transfer.

2.2 Cancelling an order

• Before dispatch: open the order in the app (Orders → your order → Cancel order). While nothing has been shipped, the order is cancelled straight away and the items are released. If you had already paid, you get a full refund, including shipping, approved automatically and sent within 7 business days (for a bank slip payment we ask where to send it). Guest orders: email us your order number (for example ZYK-2026-000123).
• After dispatch: the order can no longer be cancelled. You can refuse a COD delivery or use the return process in section 2.4.

2.3 Damaged, wrong, expired or tampered items

Please check your parcel when it arrives. If an item is damaged, wrong, past its expiry date, or has a broken or missing safety seal:

1. Report it within 48 hours of delivery in the app: Orders → your order → Request refund / return, choose what is wrong and the items affected.
2. Add clear photos (up to 5) of the product, the label, the expiry date, the safety seal and the outer packaging.
3. Keep the item and its packaging until we tell you what to do.

The vendor reviews your request first. If the vendor has not answered within 3 business days, Zyken takes it over. If confirmed, you can choose a replacement (if available) or a full refund, including the shipping fee. The vendor or Zyken arranges the return pickup at no cost to you.

We may ask you to return the item before refunding. Reports made after 48 hours will still be considered (the app tells you so), but we may need more evidence, and your rights under the law are not affected.

2.4 Change-of-mind returns

You may return an item within 7 days of delivery if it is unopened, unused, in its original packaging, and its safety seal is intact.

• Not returnable unless defective or wrongly supplied: supplements and other consumables whose seal has been opened; opened hygiene products; apparel that has been worn or washed or whose tags have been removed; items marked as non-returnable on the product page.
• Start the return in the app (Orders → your order → Request refund / return → Changed my mind) and confirm the items are unopened. The app shows the amount you will get back before you send the request.
• For change-of-mind returns, you pay the return shipping (we deduct NPR 150 from your refund, or less if the vendor agrees), and the original shipping fee is not refunded.
• The item is inspected when it is received. If it does not meet these conditions, we will send it back to you. If it does, the refund is sent within 7 business days of receiving it.

2.5 Shipping fee

The delivery fee (charged per vendor package, as shown at checkout) is refunded only if the problem was caused by the vendor or Zyken, for example, a damaged, wrong, expired or tampered item, a failed delivery caused by us, or an order cancelled before dispatch. When only one vendor's package is affected, that package's delivery fee is refunded.

3. Coaching subscriptions and sessions

3.1 How coaching works

• You buy a coach's package through eSewa, Khalti or Fonepay. Your subscription becomes active when payment is confirmed, for a period of 7 days (weekly), 30 days (monthly or single session) or 90 days (quarterly), with a set number of session credits.
• Credits can be used only within the period. Unused credits do not carry over and expire with the period.
• Subscriptions never renew automatically. You choose whether to renew and pay for the next period.

3.2 Session cancellations and no-shows

These rules are applied automatically by the app:

If you believe a session was wrongly marked as a no-show, or the coach did not show up, request a refund in the app (choose "Service not provided") within 7 days of the session and we will review it with the coach.

3.3 Cancelling a subscription and refunds

You or the coach can cancel a subscription in the app. Cancelling stops the subscription and any upcoming sessions but does not automatically issue a refund. To ask for a refund, open the subscription in the app and tap Request refund; the app shows what you can get back before you send it. Refunds are reviewed by Zyken support (the coach is told and can add a comment) as follows:

• Full refund if: the coach cancels the subscription before any session or service has been provided; the coach is suspended or leaves Zyken before providing the service; you paid twice for the same subscription; or you cancel within 24 hours of payment and no session has taken place and no plan has been delivered.
• Pro-rata refund of unused sessions or unused time in the period if: the coach cancels part-way through the period; the coach repeatedly cancels or fails to attend sessions; or the service was materially different from the package description.
• No refund for sessions already completed or used under section 3.2, for periods that have ended, or where you cancel for convenience after the first 24 hours, except where the law requires otherwise.

Pausing is an alternative to cancelling: when a paused subscription is resumed, its end date moves later by the time it was paused.

4. Gym memberships and day passes

• Unpaid memberships can be cancelled in the app at any time at no cost.
• Paid memberships and day passes: request a refund in the app from the pass (Gym passes → your pass → Request refund). Zyken support reviews it and the gym is told. Once a refund is approved, the pass stops working.
• Before the first check-in: if you have not yet checked in and the membership has not started (or started less than 24 hours ago), we will give a full refund on request.
• After the first check-in: no refund, except where the gym cannot provide the service. For example, the gym or branch closes permanently, stops honouring the membership, or leaves Zyken. In such cases, you get a pro-rata refund for the unused days, or a full refund if you could not use it at all, and in any other case where the law requires it.
• Day passes are non-refundable once used or once their date has passed.
• If a gym wrongly refuses entry with a valid pass, tell us straight away. We will take it up with the gym and, if the problem is theirs, refund you for the lost visit or day.

5. Failed, duplicate and late payments

• Charged but order not confirmed. Sometimes a wallet confirms a payment after an order has already been cancelled. When this happens with store orders or gym passes, our system reinstates your order or pass if possible. If it cannot be reinstated (for example, the item has sold out), we refund the full amount.
• Duplicate payments. If you were charged twice for the same order, subscription or pass, we refund the extra payment in full. When the second payment reaches us, the app offers "Duplicate payment" as a refund reason.
• Failed payment but money deducted. Most wallets reverse failed payments automatically within a few days. If the money has not returned, request a refund in the app (choose "Other") with the wallet transaction ID, or email us, and we will investigate with the provider.

6. How refunds are paid

• Wallet payments (eSewa, Khalti, Fonepay): refunded to the same wallet or account used for the payment. For Fonepay, which pays from your bank app, the request asks for that account's details.
• COD and bank slip payments: refunded by bank transfer (or to an eSewa or Khalti wallet in your name). The request asks you for the account details.
• Timing: we respond to refund requests within 3 business days. Once a refund is approved (or, for a return, once the item has been received), we send it within 7 business days. Your bank or wallet may take a little longer to show it. The app shows each step and the transfer reference once the money is sent.
• Amount: refunds are made in NPR. We do not charge a fee for refunds. Any amount deducted (for example, return shipping on a change-of-mind return) will be explained to you.

7. How to request a refund or cancellation

In the app (recommended):

1. Open the order, subscription or gym pass and tap Cancel order (before dispatch) or Request refund / return.
2. The app shows the options this policy gives you, what you can get back and any deadline, before you send anything.
3. Choose the reason (and, for orders, the items and quantities), add a note and photos where relevant, and tell us where to send the money if we need to.
4. Follow the request in Refunds: every step, the replies from the vendor, coach, gym or Zyken, and the refund reference once paid. You can add comments or photos, or withdraw the request while it is open.

By email (guest orders, or if you can't use the app): write to [email protected] with:

• your registered phone number (or the phone number used for a guest order);
• the reference number: order ZYK-…, subscription SUB-… or gym membership GYM-…;
• what went wrong and what you would like (refund, replacement, cancellation);
• photos or screenshots where relevant (for example, product damage, seal, payment confirmation).

If you are not satisfied with our decision, you can ask for a review under the grievance process in our Privacy Policy and Terms of Service, and you keep all your rights under the Consumer Protection Act, 2075.

8. Who pays for refunds

Refunds are made to you by Zyken. Depending on the reason, the cost is recovered from the vendor, coach or gym responsible, as set out in their partner terms. When nobody is at fault (for example, a change of mind or a cancellation before dispatch), each party gives back its share. This does not affect your refund.