Question 1

What all measures are taken from the security point of view?

Accepted Answer

Living away from home is always a tedious task and security, being a prime most factor tends to be a matter of concern for most. Zolo, on the other hand, provides you services as follows:

CCTV
Biometric security
Security guard/watchman
Gated society

Question 2

Can I visit the room before renting it?

Accepted Answer

You buy what you see and that’s why we, at Zolo, are happy to give you a tour of Zolo properties whenever you schedule a visit.

You can step into any Zolo property by scheduling a visit at your convenience.
A visit can be scheduled using an App or on a Website.
Both, App as well as Website has an option of Maps wherein you can take a virtual tour of any property.
The address for the same is shared via mail and message too so that you can easily locate the property.
For any suggestions, a feedback form can also be filled which can further help us improve our services in order to help you better.
What’s more, in case of any plight, you have the option of cancelling/rescheduling your visit.

Question 3

What all amenities do I get at Zolo?

Accepted Answer

Zolo premium accommodation renders unbeaten amenities as compared to local PGs/hostels/Flats. These rental spaces offer affordable as well as comfortable stay with abundant facilities as follows-

Clean Rooms
Homely Meals
Caring Staff
Fully-managed, standardized services
Convenient & Cost-effective
Easy Search & Discovery
Hassle-free Bookings
A vibrant and friendly community
Utility Payments
High security

Question 4

How can I book my accommodation with Zolo?

Accepted Answer

When you’re at Zolo, your booking is just a click away!

You can book your stay through the website as well as the Zolo App by following the below-stated steps:

You can browse through the properties and the amenities online using the App/Website(ZoloStays).
Nothing is better than real experience and therefore, we at Zolo, offer scheduled visits before/after the booking is done.
Once you have finalized the property of your choice, you can send us a Booking Request with a token amount. Please note that this amount is non-adjustable in the rent or deposit.
Once the request is placed, you will get a bed allocation confirmation 3 days prior to your move-in date.
You can cancel your booking in case of an issue. And, if your bed is not confirmed your amount will be refunded. However, this may not be the case if you have already received the booking confirmation.

Question 5

Why & when do I have to pay deposit?

Accepted Answer

When you finalize a particular Zolo accommodation, a booking request is generated from your end. And, once, that is confirmed, you are required to pay the deposit money. This money is charged solely for security assurance purposes so that the residents do not damage/spoil the property.

Question 6

Is there any minimum stay at Zolo?

Accepted Answer

Zolo resident needs to serve 30 days of the notice period. This, in a way, also means that the minimum duration of thirty days will also process the refund money when s/he leaves the property.

Question 7

What is the check out process at Zolo?

Accepted Answer

At Zolo we love serving our residents and when they leave it's more like a family person is abandoning our family tree. However, if you want to move-out for good, you can firstly apply for the move-out process via Zolo App or Website. Once you get confirmed, kindly handover your room keys to the caretaker. We wish you luck with your future endeavors.

Question 8

What documents are required in order to complete KYC?

Accepted Answer

At Zolo, foremost importance is given to the customers' contentment and for the same KYC (Know Your Customer) formalities are required. KYC is the process of a business identifying and verifying the identity of its clients.

Following documents are mandatory for KYC:-

One original I.D. proof
Passport size photo
Permanent Address proof
Current address proof
Bank details
Email address
Contact number
Professional details
Emergency contact number
Family details

Question 9

Can I reschedule my move out date, if yes then how?

Accepted Answer

You can reschedule your move out date at least a week prior than actual moving-out date. Use Zolo App/Website for rescheduling or raise a ticket and we will get back to you.

Question 10

What are the benefits of Zolo IMPS transfers over other payment modes?

Accepted Answer

Parents & relatives can directly transfer money

Standard IMPS rates (no extra charges)

Secure & real time transfer of money

Question 11

For Zolo IMPS transfers, can I use my friend's bank account (VBA) to make Zolo payment?

Accepted Answer

No. All transfers to virtual bank account can only be made through Netbanking

Question 12

In case of Zolo IMPS transfers, what happens if I transfer less amount than total payable amount for this month?

Accepted Answer

The amount will get added to your wallet once bank transfer is successful. Since the transferred amount is less than payable amount, it would not be used for payment against any open invoices

Question 13

Is the subscription - prepaid or postpaid ?

Accepted Answer

It is a prepaid subscription. The amount needs to be paid at the time of subscribing to the meal plan.

Question 14

Do I need to clean the tiffin box? or Zolo takes care of it?

Accepted Answer

We realize your time is precious. Hence as per the new plan, we would do the cleaning for you. However, from your end, we request you to make sure that any leftover food is disposed off in the wet dustbin kept at each floor.

Question 15

Can I subscribe in the middle of the month ?

Accepted Answer

Yes. You can subscribe to the meal plan of your choice on any day of the month. The cut-off time for subscribing to the food service is 12 AM midnight on anyday and the subscription will become active from the third day of subscription i.e if you raise a request on 18th of the month, the subscription will start from 20th of the month

Question 16

Can you provide food in the tiffin box available with me ?

Accepted Answer

No, food will be delivered in the tiffin boxes provided by Zolo

Question 17

What if I dont return the tiffin box on time ?

Accepted Answer

In case the tiffin box is not returned on time, you will not be receiving the next day's respective meal.

Question 18

How and when do I pay my monthly rent?

Accepted Answer

The resident is supposed to pay the rent before the 7th of every month in order to avoid late penalty charges. Payments can be done via UPI, Zolo IMPS transfers or razorpay. UPI & Zolo IMPS transfers carry no extra charge while for razorpay an extra 1.5% is charged.

Question 19

Can I make multiple pre bookings?

Accepted Answer

A single person is not allowed to pre-book rooms with constant detail. However, you can do that with multiple customer details. This is so because then you will be booking for multiple customers.

Question 20

Can I prebook even if a property or room type is full?

Accepted Answer

As the property is full there is no confirmation that you will get your desired room. Zolo tries its best to accommodate all its customers so there is no harm in generating a query.

Question 21

In case of Zolo IMPS transfers, what happens if I transfer money to someone else's bank account?

Accepted Answer

The money transfer should never be done to a bank account belonging to another user. In case this happens, Zolo support team would help to get your money back. But there could be situations when the money transferred to another bank account could not be retrieved. So, make sure you are transferring money only to your account and not to anyone else

Question 22

Can I un-subscribe in the middle of the month ?

Accepted Answer

Yes, you can unsubscribe on any day of the month. However, you would recieve the services till the end of the month. The amount for the already subscribed month would not be refunded.

Question 23

Are there any extra charges I need to pay for the tiffin box ?

Accepted Answer

No, you need not pay any extra charges for the tiffin box. However, in case of damage/loss of box, a penalty amount of Rs.1200 (Dinner Box) / Rs.500 (Breakfast/Lunch Box) will be levied

Question 24

What if I lose the tiffin box(containers or casing) or it gets damaged? Will I be charged for it?

Accepted Answer

Yes. In case of damage/loss of tiffin box, a penalty amount of Rs.1200 (Dinner box) and Rs.500 (Breakfast/Lunch box) will be levied and you will be allocated a new tiffin box within 24 hrs

Question 25

What is the process of requesting for a new tiffin box?

Accepted Answer

Step 1 : Raise a ticket (Go to ticket section and select > Food - related >> Tiffin box related concerns >> Request for a new tifiin box)

Step 2 : Customer support will get in touch with you and confirm the loss of tiffin box and inform about the penalty charges

Step 3 : Post confirmation, a new box will be allocated to you

Question 26

Is there any deposit that I have to pay, if yes how much?

Accepted Answer

Unlike the local PGs, we at Zolo, take a deposit of one month only which is equivalent to a month’s rent. This rent may vary according to the property in which you are staying. The main reason behind charging the deposit is solely for security reasons.

Question 27

Can I reschedule my move in date, if yes then how?

Accepted Answer

Zolo resolves it’s customer issues in order to provide a convenient stay. Therefore, you can reschedule your move-in date anytime. Post that we will mail/message you with a confirmation. Once you receive this message you can shift to your happy place.

Question 28

What happens when my KYC is rejected?

Accepted Answer

There are chances that your KYC can get rejected due to some technical glitch on either of our ends. If in case you are prey to the same, we will notify the same via Mailer/Message. Once the message is received, then you have to upload your documents again.

Question 29

Can I cancel my move in request, if yes how?

Accepted Answer

Zolo tries to help its customers in every possible way, no matter what’s your requirement we are here for you 24*7. Move-in requests can be canceled via Zolo App/Website. Canceling the move-in request doesn't mean that your money will be refunded. Please note that it will only get refunded if the booking is not confirmed from our end. Post this if you still, face any problem you are most welcome to call us at 88 8451 8010.

Question 30

How to pre book a property?

Accepted Answer

Pre-booking is easy and user-friendly. Once you, generate a booking request, you will have to pay a token amount. Pre-booking payments are strictly through online mode.

Question 31

Can I share my room preference while confirming my booking?

Accepted Answer

Zolo has strong customer support services and while confirming/booking a room you can share your room preferences with our executives.

Question 32

For Zolo IMPS transfers, what are the account details against which payment has to be done?

Accepted Answer

Please add following payee as a beneficiary. This can be done via your NetBanking login and also through apps like Google Pay and Phone Pe

Beneficiary Name - ZOLOSTAYS PROPERTY SOLUTIONS PRIVATE LIMITED

Account Number - 9ZSP followed by ten digit mobile number REGISTERED with Zolo (Example - 9ZSPxxxxxxxxxx)

IFSC Code - DBSS0IN0811

Question 33

Would there be any extra charges while doing Zolo IMPS payments?

Accepted Answer

Zolo would not incur any extra charge on top of IMPS transfer rates charged by banks

Question 34

Will it be fixed quantities or will there be any adjustments on request ?

Accepted Answer

The portion sizes by item are fixed and there will not be any changes

Question 35

Is it multipurpose?

Accepted Answer

Yes, can be used for reading books as well

Question 36

Are pets allowed in Zolo?

Accepted Answer

A resident’s prime priority is to have a hassle-free experience and so, we at Zolo, make sure that the inconvenience of any sort never knocks at their door. Hence, Keeping in mind other people’s ease, pets are not allowed within the Zolo premises.

Question 37

For Zolo IMPS transfers, would my unique virtual bank account(VBA) change in case I update the registered phone number with Zolo? What happens to the old account number

Accepted Answer

After updating the phone number, the user should only make payments against the new account (VBA). In case payment is done against the old account (VBA), the transferred amount would not be used for settling any Zolo charges. In such cases, the customer needs to reach out to the support team and request for refund

Question 38

Claims Process for Zolo Wellness Membership Program

Accepted Answer

The claim intimation could be easily done for both reimbursement and cashless hospitalization on Onsurity app and Onsurity Good Doctor will assist the member Zoloite for availing the group health insurance claim from the partner insurance company in case of a valid claim.

The process to raise a claim on Onsurity is provided as below:

Please login into the Onsurity app and on the Home Page under the Insurance section, tap on the Claim Now button.
After tapping the Claim Now button, you can see the steps to raise the claim and claim type process (reimbursement / cashless). Further, you can see the list of documents required and claim form for reimbursement claims and can track the nearest network hospital incase of a cashless claim.
Tap on Raise a Request button.
Now select the Claim Type (Planned Cashless / Emergency Cashless / Reimbursement claim) and tap on Submit. Your claim request will be successfully registered with us and we will get back to you on your registered mobile number within 24 hours.

Please note the following important terms:

Onsurity will only provide assistance services during the claim as a group administrator.Final authority for claims approval, validation and payout rests with our Insurance partner.
In case of any emergency claim, please visit the hospital’s TPA desk for cashless facility.
Please carry your E-health card and valid government approved identity card to the hospitalTPA desk for the cashless claim.
Please keep all documents for claims handy every time.

The list of document required for a claim is provided as below:

A: Documents required for reimbursement claim (You are expected to SCAN all these documents and UPLOAD)

Duly filled and signed Claim Form
Photocopy of PAN and Aadhar card
Original detailed discharge summary / daycare summary from the hospital
Original consolidated hospital bill with the break-up of each Item, duly signed by the insured
Original payment receipt of the hospital bill
First consultation letter and subsequent prescriptions
Original bills, original payment receipts and reports for investigation
Original medicine bills and receipts with corresponding prescriptions
Original invoice/bills for implants (viz. Stent /PHS Mesh / IOL etc.) with the original payment receipts
Canceled cheque of the primary beneficiary with IFSC code for the account to which the claim amount has to be transferred
KYC details if the claimed amount is more than 1 lac (address proof)

Road Traffic Accident (In addition to the documents listed above under A)

Copy of the first information report from the police department / copy of the medico-legal certificate
Treating doctor’s certificate giving details of injuries (How, when and where the injury sustained) including whether the claimant was under the influence of any intoxicating material

In Non-Medico legal cases (In addition to the documents listed above under A)

Treating doctor’s certificate giving details of injuries (How, when and where the injury sustained) including whether the claimant was under the influence of any intoxicating material.

For Death Cases (In addition to the documents listed above under A)

Original death summary from the hospital
Copy of the death certificate from treating doctor or the hospital authority
Copy of the legal heir certificate, if the claim is for the death of the principle insured
Viscera Report for death due to poisoning OR snake bite

Pre- and Post-hospitalisation expenses

Original medicine bills, original payment receipt with prescriptions
Original investigations bills, original payment receipt with prescriptions and report
Original consultation bills, original payment receipt with prescription
Copy of the discharge summary of the main claim

Question 39

Can it be used on bed?

Accepted Answer

Question 40

What are the exit charges?

Accepted Answer

Even the most incredible experiences come to an end, and when they do, here are some things to remember as you say your goodbyes:

Pre-Booking:

If you pre-booked a stay but later changed your mind and would like to cancel it before your booking is confirmed, you will get a full refund. In order to claim refund of the Pre-booking Fee, please contact Customer care and justify the reason for cancellation.

Your pre-booking amount will not be returned if you cancel your booking after it has been confirmed or if you do not move in on the predetermined date.

Exit Policy:

If you leave with notice and your stay was shorter than 12 months, fixed charges of Rs. 1,950 plus 18% GST (onboarding date after November 21, 2021) or Rs. 1500 (onboarding date before November 21, 2021) will be deducted. The Exit charges include cost of maintaining cleanliness & hygiene as per the best practices.

In the event of an emergency exit without prior notice, the Refundable Licensee Security Amount (RLSA) will be forfeited, which we regretfully cannot avoid.

Additional Charges:

The Electricity Charges will be levied separately and is calculated based on the applicable EB Charges
Penalty Charges will be levied separately and would include the cost of repairing damaged furniture/any other property damages. This is levied on a case by case basis after the inspection is completed post vacating the premises.

Note: All refunds are made online and cash refunds are not possible.

With this exit procedure in place, we are confident that your exit will go more smoothly.

If you still have any further queries, please feel free to write to us at support@zolostays.com or call us on 088801-08010. If your query is not addressed after 7 days of reporting, please write for escalations here: report@zolostays.com

Question 41

How do I extend my notice?

Accepted Answer

Click on the dashboard to raise the notice extension request.

Select the date of extension and confirm the charges to be paid.

Once the central team confirms the availability for extension, you’d be required to complete the payment within 24 hours to complete your extension request

Question 42

Which cities does Zolo operate in?

Accepted Answer

Zolo provides rental accommodations to students and working professionals. Currently, Zolo has 220+ properties spread across 10+ cities and is home to 25 thousand happy residents. We are present in all the major cities namely Bangalore, Mumbai, Chennai, Delhi, Coimbatore, Kota, Pune, Gurugram, Hyderabad and Noida.

Question 43

How is Zolo is different from other Coliving websites?

Accepted Answer

Modern form of housing is more like communes from 60’s where people having the same interests, values, beliefs and intentions live together, far away from their mundane sloppy lives. If you too are stuck in this monotonous life, then it’s time for you to experience this new trend in a town called, coliving. And, what better than Zolo!

Zolo properties render ample facilities as follows:

Clean Rooms
Homely Meals
Caring Staff
Fully-managed, standardized services
Convenient & Cost-effective
Easy Search & Discovery
Hassle-free Bookings
Accountable and Reliable
A vibrant and friendly community
Utility Payments taken care of
High security

Question 44

What is included in my rent and what is not?

Accepted Answer

Considering, Zolo offers the best as well as affordable rental accommodations in the market. And, therefore, our resident is charged only a dime for our exceptional services. The rent is inclusive of zesty food, WiFi, washing machine and at some properties electricity bill as well. There are a few Zolo properties where food is given on subscription due to low demands.

Question 45

I have more queries Who can I talk to at Zolo?

Accepted Answer

One can reach out to Zolo in multiple ways in case they have queries. Either they can reach out to our Support team via the Website/App. Or they can chat with our executive as well. Other than this, one can also call at 88 8451 8010 for assistance. We are 24X7 available, both online and offline, and you can ping us whenever/wherever you get stuck.

Question 46

How can I raise a ticket?

Accepted Answer

At Zolo, we ensure a speedy resolution of the issues raised by our customers. For the same one can raise a ticket and file their complaints. The ticket is raised via the Zolo App for the same. Once that is done, we will try to get back to you as soon as possible.

Question 47

What is the Theft and Damage Policy at Zolo?

Accepted Answer

Zolo renders all the support required by the residents at any point in time. However, we take no responsibility of your personal belongings. We advise you to keep your valuables under lock and key, and not share your cupboard key with others. Neither the property manager nor Zolo is liable for any loss of personal belongings. For theft/loss/damage of any Zolo property, the residents of the room/flat would be responsible and liable to pay for the same. In addition to the actual damage expenses, each member would incur a penalty of Rs.500 for the inconvenience caused. We advise you to live at Zolo as you would at home - please be responsible

Question 48

How do I share my feedback or concerns?

Accepted Answer

Zolo is building its empire and without your support, we won’t be able to expand it. We at Zolo are open to all the queries, recommendations, feedback, and concern. You are requested to fill the feedback forms regarding your concerns via Zolo App/Website or use our toll-free number 88 8451 8010.

Question 49

Are there any charges for scheduling visit?

Accepted Answer

We at Zolo don’t charge for customers contentment and therefore, we are here to provide our exemplary services to our happy residents. You can book as many visits as you want and Zolo Properties and we make sure that you are not charged for the same.

Question 50

How do payments in Zolo work with UPI?

Accepted Answer

You can use UPI as the payment gateway while paying for Booking amount, Deposit, Rent, Adding money to ‘Advance Cash’ or paying for any subscription services.

Choose UPI as the payment gateway and select “Add a new VPA”.
You can get your VPA from the UPI app under the profile section.
You have to enter the VPA and select “Verify and Pay”.
You will receive a payment request in the UPI App, accept to Pay.
You will have a maximum of 5 minutes to accept the payment request in the UPI App.
Once the payment is received, you will be redirected to a success page.
Please note that we will securely save your VPA to enable faster payments.

Question 51

Is the food serving limited or unlimited ?

Accepted Answer

Food serving is limited with pre-decided fixed portion sizes per person. For details on the portion sizes, please contact your property mangager/ cluster manager

Question 52

What type of properties are their at Zolo?

Accepted Answer

Zolo renders two types of properties -- one, Select and the other, Standard. Zolo Select properties offer premium offerings like those of luxurious apartments which exhibit exemplary services like swimming pool, gym etc at affordable prices. These properties are best suited for folks who yearn for luxury at reasonable prices. On the other hand, Zolo standard is aligned more towards serving the scholar group who seeks decent rental spaces with spot on facilities like spacious rooms, housekeeping, food, security, library etc.

Question 53

What about the food service at Zolo?

Accepted Answer

Mess food driving you crazy? If yes, then head to Zolo because we provide homely meals in our premium accommodations. The food served at the Zolo properties is lip-smacking & not only this, but we also have a space where you can make your own food.

Two meals are served regularly from Monday to Friday (Breakfast and Dinner) whereas, on weekends (Saturday and Sunday), we serve you lunch as well.
Food services depend on the property you are staying, few of them serve you food on a subscription basis.
There are few properties in Zolo that don’t offer you food services. However, all these properties are located in areas that have plenty of options available to order from or dine-in.

Timings when meals are served:

Breakfast:- 7:30--10:00 am
Lunch:- 12:30--2:00 pm
Dinner:- 7:30--10:00 pm

Question 54

What is pre booking?

Accepted Answer

What if you like a property while browsing and an alert pop up tells you that it is filling fast? Well, we have a solution for you in this case. All you have to do is to deposit a token amount when booking request is generated. Please note that the token amount is refundable only when the booking is not confirmed or if Zolo is unable to provide you with accommodation of your choice.

Question 55

What is VPA and How to find my VPA?

Accepted Answer

VPA (Virtual payment address) is a unique identifier that’s mapped to an individual account. VPA can be created on the UPI apps like BHIM, GPay, Paytm, Phonepe, etc. It can be found in the ‘Profile’ section in the application along with a unique QR code that can be scanned to make or receive a payment.

Question 56

How much should I pay as a convenience fee while using UPI?

Accepted Answer

In Zolo, by using UPI as a payment gateway you will be charged 0% as a convenience fee.

Question 57

What is Zolo IMPS transfers & how does it work?

Accepted Answer

Zolo IMPS transfer is a new (and free) mode of making payments to Zolo. These payments are made to virtual bank accounts uniquely created for each Zolo tenant. You can add this account as a payee through NetBanking login of your Bank's app or through apps like Google Pay and Phone Pe & make online payments via IMPS. This is similar to how you transfer money to someone. Zolo will auto detect once the payment is successful & settle any outstanding dues within 24 hours.

Question 58

For Zolo IMPS transfers, why does Zolo suggest IMPS transactions only?

Accepted Answer

IMPS transactions usually happen instantly and are supported 24*7. Some banks can have their own timings to initiate e.g. SBI allows from 8 am to 8 pm, but usually IMPS transfer have more flexible timings compared to NEFT or RTGS

Question 59

In case of Zolo IMPS transfers, what happens if I transfer more than payable amount?

Accepted Answer

Be rest assured, your money is safe. The extra amount can be used for making future payments to Zolo

Question 60

How the new offering will be served ?

Accepted Answer

The food is prepared under safe and hygienic conditions at Zolo kitchens. The Breakfast will be served in a Bento Box, lunch will be served in disposable packaged box and dinner will be served in branded steel tiffin box

Question 61

What time will I recieve the tiffin box and who will deliver it ?

Accepted Answer

The tiffin box would be available with the property caretaker as per the below mentioned timings

Breakfast - 07:30 AM onwards
Lunch - 12:30 PM onwards
Dinner - 07:30 PM onwards

Question 62

What is Zolo?

Accepted Answer

Zolo premium accommodations exist in all the prime locations in India. Exclusively designed for students and working professionals, these properties offer affordable rental abode to its residents. With top-notch IT companies and colleges in their vicinity, Zolo fulfils the simple essentials of life and creates an environment of trust and friendship.

Question 63

How can I schedule a visit to different properties?

Accepted Answer

There are two mediums through which you can schedule a visit:-

Website:

Search for Zolo in your browser or visit the link- ZoloStays
Select your desired city and area of your choice.
Further, you can narrow your search and select the Zolo property you like.
Post this, you can head to the “Schedule visit/ Book Now” option.

Application:

Android users can install the app using Play Store whereas iOS users can do that using the App Store.
After installation, you are required to register your mobile number.
Once, you land to the next page, there you will have to fill in your details such as your Name and Password. After agreeing to the terms and policies of the same, your Account will be created.
Then you will receive a One Time Password on your registered mobile number. Enter it and Verify your registered mobile number using OTP.
Once you are done with the procedures you can select your desired city, preferable location and narrow down a Zolo property based on your liking.
Plus, you can also schedule a visit to the desired property.

A room can be booked instantly as well by clicking on Book Now.

Question 64

There is no Zolo in my city currently When will you expand here?

Accepted Answer

Zolo is trying to expand its horizons. For the same, you can notify us through our website by entering your details (Email ID/Phone) and we will keep you posted about new properties in your area or city.

Frequently Asked Question