Refund Policy

Credits once purchased and successfully delivered to your account are generally non-refundable. Credits are digital access units used for eligible premium actions inside Shravz Matrimony and have no cash value.

We may consider a refund only in the following cases:

• Duplicate payment for the same credit package or transaction.
• Payment was charged but credits were not delivered because of a confirmed technical error.
• Failed service delivery caused by our system and not resolved within a reasonable time.
• A fraudulent or unauthorized transaction confirmed after review.
• A refund is required by applicable law, payment provider rules, or app store rules.

Refunds are normally not provided for:

• Credits already spent or used for premium actions.
• Change of mind after purchasing credits.
• Not receiving a reply from another member.
• Relationship, family, compatibility, or communication outcomes.
• Profile rejection, report action, suspension, or restriction caused by violation of our terms or safety rules.
• Incorrect information entered by the user.
• Failure to use credits before account deletion, unless required by law.
• Requests made without proof of transaction or account ownership.

Web purchases may be processed through Stripe. Refunds for eligible web purchases may be reviewed by Zalepro Soft Solutions FZE LLC and, if approved, processed back to the original payment method where possible.

Android app purchases made through Google Play are subject to Google Play Billing and Google Play refund rules. iOS app purchases made through Apple In-App Purchase are subject to Apple App Store refund rules. In such cases, you may need to request the refund through the relevant app store.

To request a refund, contact us at info@zalepro.com or create a support ticket inside the app.

Please include:

• Registered email address or phone number.
• Payment date and amount.
• Payment method or platform used: Stripe, Google Play, Apple App Store, or other.
• Transaction ID, order ID, invoice ID, or screenshot of the payment receipt.
• Reason for refund request.

We aim to review refund requests within 7 business days after receiving all required information. Complex cases, payment provider delays, app store review, fraud checks, or bank processing may take longer.

If a refund is approved, we may reverse related credits, adjust wallet balance, disable related premium access, and update the transaction history. Refunds are normally sent to the original payment method where supported by the payment provider.

If you raise a chargeback or payment dispute without contacting us first, we may temporarily restrict the account while the dispute is investigated. Fraudulent chargebacks may lead to account suspension, credit reversal, or legal action where appropriate.

We may refuse refunds and restrict accounts if we detect fraud, abuse, fake profiles, payment misuse, repeated refund abuse, unauthorized access, or violation of our Terms & Conditions.

Company: Zalepro Soft Solutions FZE LLC
Email: info@zalepro.com
Phone/WhatsApp: +971529787366
Address: CWS-1V-223593, 26th floor, Amber Gem Tower, Sheikh Khalifa Street, Ajman, UAE
Working hours: Monday to Saturday, 10:00 AM to 4:30 PM UAE time. Online support is available 24x7.