Refund & Cancellation Policy
Effective Date & Last Updated: October 2026
Our "Never Charged for What You Didn't Get" Commitment
Carzz operates on total transparency. Every wash is proven with timestamped before and after photographs. If a wash boy cannot attend or rain prevents your wash, the wash is never lost — it returns to your quota or is rescheduled automatically.
1. Subscription Cancellation & Pausing
We believe in giving you complete control over your doorstep car wash subscription:
- Monthly Subscription Cancellation: You can cancel your monthly car wash plan at any time through your Customer Portal or by contacting customer support before your next billing cycle begins. Once cancelled, no future invoices will be generated.
- Temporary Hold / Pause: Going out of town or taking a vacation? You can place your subscription on Hold directly from the app for up to 30 days. Your remaining wash count remains safely preserved for when you return.
- Mid-Cycle Cancellations: If you choose to terminate your service mid-month, you can either utilize the remaining scheduled washes for that month or request a pro-rata refund for the unserved sessions if you are relocating outside our service operational zones.
2. Refund Eligibility Criteria
Refunds will be considered and approved under the following conditions:
If Carzz is unable to deliver your scheduled washes due to operational disruption, route changes, or staff shortages that cannot be rescheduled.
If your card or bank account was debited multiple times for a single invoice due to technical or network glitch during online checkout.
If you cancel your upcoming month's package in advance before the new monthly cycle commences and an advance payment was already collected.
If you relocate to an area where Carzz does not currently have operational coverage, a pro-rata refund for unused washes will be granted.
3. Non-Refundable Scenarios
Refunds will not be issued in the following circumstances:
- Washes that have already been executed and validated with timestamped before and after photo proof in the customer dashboard.
- Customer fails to grant parking access, keeps vehicle locked during scheduled interior cleaning, or vehicle was not present at the premises, without providing prior notice. In such cases, our staff attempts rescheduling rather than monetary refund.
- Refund requests raised more than 7 days after the billing cycle has concluded.
⏱️ 4. Refund Processing Timelines & Mode
Once a refund request is approved by our operations desk:
- Turnaround Time: Refunds will be initiated within 24 to 48 hours of approval and will reflect in your account within 5 to 7 business days (depending on your bank's processing cycle).
- Method of Refund: All refunds are processed strictly back to the original payment method (e.g., source Credit Card, Debit Card, Net Banking account, or UPI VPA) via our payment gateway partner, Razorpay.
- Confirmation: You will receive an automated refund acknowledgment along with a Razorpay Refund Reference Number (RRN) via email and WhatsApp.
5. How to Request a Refund or Cancellation
To submit a cancellation or refund request, please contact our support team using any of the following channels:
- Via Customer Portal: Navigate to "Help & Complaints" and submit a service adjustment or refund ticket.
- Via Email: Send an email to hello@carzz.app with your registered phone number, vehicle plate number, and reason for cancellation.
- Via WhatsApp Support: Message our customer helpline at +91 98000 00000.
Our operations team reviews and responds to all requests within 24 working hours.
Questions Regarding Refunds?
Feel free to reach out to our accounts and operations team: