REFUND & CANCELLATION POLICY

1. LEGAL POLICY NAME

Transaction Refund, Cancellation, and Reversal Governance Policy

2. POLICY TITLE

Refund & Cancellation Policy

3. PURPOSE OF THE POLICY

This Refund & Cancellation Policy establishes the legally binding framework governing cancellations, refunds, reversals, and settlement adjustments for transactions initiated through the HeiBuddyAI platform.

The purpose of this policy is strictly to:

• comply with applicable fintech, payment, consumer protection, and e-commerce laws
• define clear eligibility rules, timelines, and exclusions
• mitigate financial, regulatory, operational, and fraud-related risk
• clarify the Company's limited role as a facilitator and not a service provider

Nothing in this policy shall be interpreted as creating guarantees, unconditional refund rights, or financial obligations beyond what is required under applicable law.

4. SHORT DESCRIPTION

This policy explains when cancellations or refunds may be requested, how eligibility is determined, applicable timelines, and circumstances where refunds may be denied.

By initiating a transaction on the platform, users acknowledge that refunds and cancellations are subject to this policy, partner terms, and applicable law.

5. DETAILED DESCRIPTION

HeiBuddyAI facilitates transactions between users and independent third-party service providers, merchants, or partners.

Refund and cancellation outcomes depend on:

• partner-specific terms
• service category rules
• transaction status
• regulatory or payment-network requirements

HeiBuddyAI does not independently guarantee refunds and does not assume liability for partner decisions except where legally mandated.

Failure to enforce any provision shall not constitute a waiver.

6. APPLICABILITY & COVERAGE

This policy applies to:

• all users (registered or unregistered)
• all paid or prepaid transactions initiated via the platform
• all service categories including commerce, logistics, mobility, digital services, and bookings
• all payment modes including UPI, cards, wallets, net banking, or other supported instruments
• all geographies, subject to applicable law

7. CANCELLATION RULES

a. User-Initiated Cancellations

Cancellation eligibility depends on service type, timing, and partner rules.

Certain services may become non-cancellable after confirmation or initiation.

Cancellation fees or deductions may apply.

b. Partner-Initiated Cancellations

If a partner cancels a confirmed service, refund eligibility will be determined based on partner policies and transaction status.

HeiBuddyAI may facilitate communication or processing but does not control partner actions.

c. System or Regulatory Cancellations

Transactions may be cancelled due to technical issues, compliance requirements, or regulatory actions.

Refunds, if any, will be processed in accordance with payment-network rules and applicable law.

8. REFUND ELIGIBILITY

Refunds may be considered only if:

• payment was successfully debited
• the transaction meets cancellation or refund criteria
• no misuse, fraud, or policy violation is detected

Refunds may be partially or fully denied if:

• services have already been rendered
• user provided incorrect details
• delay or failure is attributable to user actions
• exclusions apply under partner terms or law

9. SLA-BASED REFUND TIMELINES

Where a refund is approved:

• refund initiation may occur within a reasonable internal processing period
• actual credit timelines depend on banks, payment gateways, and networks
• the Company does not control external settlement timelines

Indicative timelines are not guarantees and may vary.

10. EXCLUSIONS & NON-REFUNDABLE CASES

Refunds may not be available for:

• completed or partially completed services
• promotional, discounted, or bundled offerings
• convenience fees, platform fees, or third-party charges (unless required by law)
• cancellations beyond permitted time windows
• user-initiated errors or misuse

11. PAYMENT REVERSALS & CHARGEBACKS

Chargebacks or disputes raised through banks or card networks are governed by their rules.

The Company may provide transaction information to banks or authorities.

Users agree to cooperate in dispute investigations.

12. PLATFORM ROLE & LIMITATIONS

HeiBuddyAI acts solely as a facilitator and payment intermediary where applicable.

The Company does not hold funds unless required for settlement processing.

Final refund liability rests with the relevant service provider except where law mandates otherwise.

13. MONITORING, AUDITS & FRAUD PREVENTION

The Company may:

• review refund requests for misuse or fraud
• suspend accounts exhibiting abnormal refund behavior
• deny refunds where abuse or policy violation is detected

Such actions do not create an obligation to approve future refunds.

14. NO WARRANTY / NO GUARANTEE

Refund and cancellation processing is provided on an "as-is" and "as-available" basis.

The Company does not warrant:

• refund approval in all cases
• specific processing timelines
• uninterrupted payment-system availability

15. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

• the Company shall not be liable for indirect, incidental, consequential, special, or punitive damages
• liability, if any, shall not exceed the minimum amount mandated by law
• no liability arises from partner delays, payment-network failures, or regulatory actions

16. DELAYS, FAILURES & FORCE MAJEURE

The Company is not responsible for refund delays caused by:

• banking or payment-gateway systems
• third-party service providers
• regulatory or governmental actions
• cyber incidents, outages, or force-majeure events

17. RELATIONSHIP WITH OTHER POLICIES

This policy must be read together with:

• Terms & Conditions
• Service Disclaimer Policy
• User Usage Policy
• Privacy Policy
• Payment-specific partner terms

Nothing in this policy overrides those documents.

18. REGULATORY & LEGAL COMPLIANCE

This policy is designed to align with:

• fintech and payment regulations
• consumer protection laws
• RBI / payment-network guidelines (where applicable)
• global commerce and marketplace frameworks

Users remain responsible for their own legal obligations.

19. AMENDMENTS & UPDATES

The Company reserves the unilateral right to update or replace this policy at any time.

Updates take effect immediately unless stated otherwise.

Continued use of the platform constitutes acceptance of revised terms.

20. DISCLAIMERS

• this policy does not constitute legal or financial advice
• no entitlement to refunds is created beyond statutory requirements
• no guarantee of service continuity or partner performance is provided

21. GOVERNING LAW & JURISDICTION

This policy shall be governed by the laws of India.

Courts located in Bengaluru, Karnataka shall have jurisdiction unless otherwise required by law.

22. SEVERABILITY & WAIVER

If any provision is held invalid, remaining provisions remain enforceable.

No waiver shall be effective unless provided in writing by the Company.

23. POLICY UPDATE NOTICE

The Company reserves the right to update, amend, or replace this policy at any time without prior notice.

The Company does not undertake any obligation to notify individuals of such changes.

It is the responsibility of users to periodically review this policy.

24. CONTACT & ESCALATION

All refund or cancellation queries must be submitted through official platform contact mechanisms.

Response timelines are not guaranteed.

Any resolution remains subject to the Company's discretion and applicable law.

25. Refund TimeLines

The refund amount as per cancellation policy will be credited within 5 working days.