Support, Complaints and Grievance Policy

Support intake

A pre-sales enquiry records submitted business requirements for sales review and discovery follow-up. It does not open a paid service, confirmed consultation or support ticket. For an existing service, provide its verified reference, concise issue, impact and safe diagnostic details through the applicable contracted support channel. The support page currently prepares information; it does not claim operational ticket submission or tracking. Never send passwords, card details, raw authentication tokens or unrelated customer records.

Ownership and status

Verify the customer and authority before disclosing service, invoice, domain or organisation records. A prepared request or email draft is not a registered complaint or acknowledgement. Status must come from a persisted authorised backend record.

Escalation and statutory channels

Development: dev@zoihost.com. Sales and feedback: sales@zoihost.com. Support, existing-service assistance, privacy and grievance intake: Accounts Officer, support@zoihost.com, Monday–Friday, 10:00–17:00 IST. Telephone: +91 9891 380 346. Pre-sales enquiries are distinct from existing-customer support or complaints; staff assign a ticket reference and the appropriate authorised reviewer.

Assessment and outcome

Assess complaints against actual records and accepted policy versions, preserve evidence and communicate justified next steps. Do not invent response guarantees, remedies or binding restrictions on lawful forums. Mandatory customer rights remain subject to applicable law.

Commercial terms

The owner-supplied contracting identity is Kshitiz Kaushal, sole proprietor trading as Brevo Technologies, Plot No. 53, Ganesh Nagar Extension-2, Shakarpur, Delhi – 110092, India. Development and technical project communications: dev@zoihost.com. Sales and feedback: sales@zoihost.com. Complaints and grievances: support@zoihost.com. Telephone: +91 9891 380 346. Supporting business/tax records and any required grievance-officer appointment must be verified before publication or official tax invoicing. No NSF or other business identity or GSTIN is adopted.

Sky, Flow, OS and custom digital projects use accepted quotations and contracts, not arbitrary public fixed prices. Development milestones are 10% booking, 40% development advance before the agreed development stage, and 50% after explicit customer acceptance of the identified staging/demo deliverables and before handover. Opening a link, silence or a browser payment claim is not acceptance or verified payment. Final handover requires verified final payment. Separately agreed maintenance, hosting, domains, licences, third-party services, taxes and eligible consultation credits remain identifiable and are not silently folded into the development milestone base. These development percentages do not determine Domain/DIY or consultation charges.

For Sky, Flow, OS and custom digital projects cancelled before the 40% development advance is paid or adjusted, the owner-directed commercial deduction is INR 5,000 fixed fee plus actual documented costs and other disclosed, documented charges. Aggregate deductions are capped at the lower of INR 10,000 or the amount paid. The initial INR 2,000 cost estimate is neither an automatic deduction nor a minimum; no cost is counted twice and deductions cannot exceed payment. Enforcement remains gated pending qualified legal review of the exact term, proportionality and mandatory consumer rights. After the development advance is paid or adjusted, customer-initiated cancellation is generally restricted, subject to applicable law, breach remedies and the accepted contract. This custom-project rule never applies to eligible Domain/DIY in-window full refunds.

The consultation base fee is non-refundable for customer change-of-mind cancellation. After the consultation is completed, its eligible base fee may be credited once against a confirmed Sky, Flow or OS project within 90 days following that completion. The credit is separate from a refund and cannot be applied twice. One free reschedule is permitted with at least 24 hours’ notice before the appointment. Late cancellation or a customer no-show forfeits the fee. If Zoihost cannot deliver the consultation, the customer may choose a refund or rescheduling. Mandatory legal remedies, incorrect charges and duplicate-payment corrections are preserved. Applicable taxes and any separately disclosed, permitted gateway charges are treated separately; no automatic refund or recurring mandate is created.

Relevant ResellerClub customer/registrar agreements are available at https://store.resellerclub.com/legal-agreements and https://manage.resellerclub.com/servlet/ViewAgreementServlet?requestfor=registraragreement . The actual product, TLD, sponsoring registrar and agreement version must be identified and accepted before a provider purchase, renewal or transfer. Read-only inventory or a search does not place an order. Zoihost remains responsible for its own agreed obligations; upstream terms do not remove mandatory customer remedies. Provider purchases and automatic fulfilment are unavailable at this launch.

The proposed standard domestic GST rate is configurable and subject to verified tax identity and classification. International/export treatment must be independently established; Indian GST is not automatically charged to every overseas transaction. Tax invoices remain gated pending verification.

Approved refunds are targeted for Zoihost processing within 7–15 business days. Bank/payment-provider settlement time is separate; a cancellation, refund request or provider acknowledgement is not proof of a completed refund. This target does not delay a shorter mandatory legal obligation.

Service-specific application and safeguards

Grievances are recorded with a reference, assigned to the authorised Accounts Officer function and reviewed against the accepted service record. Where statutory acknowledgement or redress duties apply, those duties take precedence over ordinary support targets. Customers retain lawful external complaint and legal remedies.

Customer support and grievance intake

Support, privacy/deletion and grievance intake: Accounts Officer, support@zoihost.com, Monday–Friday, 10:00–17:00 IST. Requests are ticketed, identity/organisation authority is verified where necessary, an authorised decision is recorded and the outcome is communicated. There is no automatic 24/7 service or universal response-time SLA.

Current tax collection instruction

The owner states that Zoihost currently collects no GST, relying on an initial registration-threshold position. This records the current business instruction, not independent confirmation of registration eligibility, exemption of every product or zero-rating of every international transaction. No GST amount or GST tax invoice may be represented as collected under an unverified registration. Any future GST collection requires verified registration/status, applicable transaction classification and approved configuration. International relief applies only to qualifying documented exports and applicable procedures; a foreign billing address alone is not sufficient. Existing orders retain their agreed lawful tax snapshot.

Separately purchased customer backup service

Customer backup services require a separately purchased and accepted plan identifying covered data, retention, responsibility and tested recovery commitments. No customer backup coverage or recovery-time guarantee is inferred from website hosting, account creation or a domain order. This does not make Zoihost platform security, internal recovery safeguards, agreed processing duties or applicable legal obligations optional.

Explicit quotation decision record

Work requiring an approved quotation must not proceed while that quotation is pending or rejected. Record the authenticated authorised customer decision, quotation revision or snapshot hash, actor and timestamp. Viewing a quotation, silence, a pre-sales enquiry or a payment redirect is not approval. Material scope or price changes require the applicable new approval and preserved prior records.

Launch availability and version application

Online payments, automatic provider purchases/renewals and paid booking are temporarily unavailable. Customers may review scope, request quotations and use capabilities actually enabled for their account; nothing here activates a disabled integration. Where a capability is unavailable, Zoihost will say so rather than imply payment or fulfilment success.

The owner requested an effective date of 1 November 2026. This version was approved and published on or after 9 November 2026 and applies when accepted or otherwise lawfully applicable; it does not fabricate an earlier publication, acceptance, delivery or payment record, or retroactively replace a customer’s previously accepted version.