Refund Policy
Our comprehensive refund and return policy for gym bookings, memberships, and product purchases on the ZYMHOP platform.
This Refund Policy is part of the Online Store Policy of ALTGYM PRIVATE LIMITED and governs all refunds, returns, and cancellations for services and products offered through the ZYMHOP platform. This policy addresses gym bookings, membership subscriptions, health supplements, fitness apparel, and related products sold through our website and mobile application.
"AltGym Private Limited" operating under the brand name ZymHop, shall hereinafter be referred to as "ZymHop". The term ZymHop shall be deemed to include AltGym Private Limited.
Return, Refund, and Cancellation Policy
In compliance with the Consumer Protection (E-Commerce) Rules, the following apply:
Returns and Cancellations Before Dispatch
Customers may cancel an order free of charge before the order has been dispatched. Once the shipment is in transit, cancellation is generally not permitted, except in cases of manufacturing defects or wrong products.
Returns and Refunds After Dispatch
We accept returns only if the product is damaged, expired, spoiled, contaminated, or not as advertised. If an item arrives in such condition, the customer should notify us within 48 hours of delivery. The Company will then arrange for the item to be returned at our expense. The returned item should be unused and in original packaging. Upon inspection, if the defect is confirmed, a full refund is issued.
Defective/Spurious Goods
In accordance with the Consumer Protection Rules, if goods are defective, spurious, or not of the promised quality, we cannot refuse to take them back or refund the payment. For instance, if a supplement container is found damaged or not genuine, we will refund the customer's payment in full. This also covers misdescription (wrong item shipped) or short-shipped orders.
Refund Timelines
Refunds are processed promptly – typically within 7–10 business days of receipt of the returned goods. The refund is credited via the original payment method (credit to the credit card/bank/wallet). We will not charge any cancellation fee in cases of defect or erroneous dispatch.
Product-Specific Return Policies
No Change-of-Mind Returns
Products may not be returned solely for reasons of change of mind, incorrect selection, or after consumption/use has begun. Fitness apparel or accessories are generally non-returnable unless defective. Unwanted goods must be cancelled before dispatch; post-shipment cancellations are not accepted to maintain hygiene and product safety.
Order Cancellation and Returns for Perishable Goods
Once the order for perishable goods has been shipped and a shipping confirmation message has been forwarded to the customer, the order cannot be cancelled under any circumstances. Due to the nature of perishable items, returns or exchanges will not be accepted unless the product is received in a damaged or spoiled condition, in which case the customer must notify us within 24 hours of delivery with videographic evidence while unboxing.
Shipping Fees on Returns
- If a return is approved (as above), return shipping is at the Company's cost.
- For cancellations by the user before shipping, any pre-paid shipping fee is refunded.
Cancellation by Company
We reserve the right to cancel orders in our discretion (e.g. non-availability, payment failure, or suspicious orders). In such cases, customers are notified immediately, and any amount debited is refunded fully.
Gym Booking Refunds
Pay-Per-Session Bookings
Single session bookings are generally non-refundable once confirmed. If you cancel a session booking outside the permitted cancellation window (as communicated at booking), the session fee is forfeited. If you cancel well in advance (e.g. more than 24 hours before the session) and we are able to re-sell the slot, we may issue a credit or partial refund at our discretion. However, once a booked session date/time has passed, the fee is non-refundable.
Service Failures
In the rare case that ALTGYM is unable to provide a Service you paid for (for example, a confirmed gym session is canceled by us due to technical error), ALTGYM will work with you to reschedule or, if that is not feasible, will issue a full refund or credit for that Service. Documented technical failures or lapses on ALTGYM's part will be addressed on a case-by-case basis.
Payment Methods and Refund Processing
The Platform offers a variety of secure payment options. We accept all major credit cards, debit cards, net banking, UPI payments, popular digital wallets, and Cash-on-Delivery (COD) (where available). All payment methods comply with RBI and NPCI guidelines.
All online payments are processed through PCI-DSS–compliant gateways with encryption; customer card data is not stored on our servers. In the event of authorized refunds, refunds are made via the original payment channel (credit to card, bank, or wallet) and processed without undue delay.
Dispute Resolution and Grievance Redressal
In compliance with the Consumer Protection (E-Commerce) Rules, 2020, ALTGYM has established the following grievance redressal process:
Grievance Officer
We have appointed a Grievance Officer who oversees customer complaints. The name, contact email, and telephone number of this officer are prominently displayed on our "Contact Us" page, as required by law.
Complaint Process
- Complaint Acknowledgment: Upon receiving a complaint (via email, web form, or phone), the Grievance Officer acknowledges receipt within 48 hours. This acknowledgement includes a unique ticket number that customers can use to track progress. This 48-hour timeline is mandated by the Consumer Protection rules.
- Resolution Timeline: The Grievance Officer will endeavor to resolve or provide an interim response to the complaint within 30 days of receipt, as per the Rules. In practice, we strive to finalize most complaints within 7–15 days, depending on complexity.
- Escalation: If a customer is not satisfied with the resolution, they may escalate the issue to higher management via the contact details provided, or ultimately to the Consumer Commission.
Force Majeure and External Delays
ALTGYM is not liable for failure to perform any obligation when prevented by causes beyond its reasonable control (a "force majeure" event). Examples include natural disasters (floods, earthquakes), public health crises, civil unrest, acts of terrorism, war, strikes or labor disputes, government actions, or failures of third-party infrastructure (e.g. internet shutdowns).
In such events, any order delivery times may be extended, and either party may suspend performance until normal conditions resume. If a force majeure event continues beyond 60 days, ALTGYM or the customer may cancel outstanding orders without penalty and with refunds where applicable.
For instance, if shipping is delayed due to a courier strike, ALTGYM will inform the customer and attempt re-scheduling, but we will not be liable for the delay or resultant loss. This includes delays in third-party supplier shipments or customs clearance for imported goods.
Contact Information
For any queries or complaints regarding this Refund Policy or your order, please contact:
Email: admin@zymhop.com
Phone: +919032350555
Office Address:
126-49/8, Bhavani Nagar, Gorantla, Revenue Ward 5
Gorantla, Guntur – 522034, Andhra Pradesh
Each complaint will be given a ticket number for tracking. We are committed to resolving all issues in accordance with Indian e-commerce laws.
Returns & Refunds:
- Free cancellation before dispatch
- 48-hour window for defective items
- 7-10 business days refund processing
- Full refund for defective/wrong products
Special Cases:
- Perishables: 24-hour damage reporting with video
- No change-of-mind returns for safety
- Gym bookings: 24+ hour advance cancellation
- Force majeure: Extended timelines or full refunds