This policy explains cancellations and refunds for purchases made on Hello Friend. It forms part of our Terms of Use. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or other applicable law.
| Purchase | Cancellation / refund rule |
|---|---|
| Pro membership / subscriptions | Cancel anytime; access continues until the end of the paid period. Refund available within 7 days of first purchase if Pro features were not substantially used. Renewals are not refunded once the new period starts, unless charged in error. |
| Wallet top-ups | Unused wallet balance can be refunded to the original payment method within 30 days of top-up, after deducting payment gateway charges, where permitted. Balance used for purchases is not refundable. |
| Advertising and boosts | Unspent ad budget is returned to your wallet when you stop or delete a campaign. Delivered impressions and clicks are not refundable. Ads rejected in review are fully refunded to wallet. |
| Virtual gifts, stickers and AI credits | Non-refundable once delivered or used, except in case of a technical error on our side. |
| Creator subscriptions, tips and donations | Generally non-refundable, as the amount is passed to the creator. Contact us within 7 days if the creator did not provide promised content or the campaign was fraudulent. |
| Marketplace purchases | Handled by the seller according to the seller's return policy, which must be shown on the listing (see Marketplace & Seller Policy). |
| Duplicate or failed transactions | If money is debited but the purchase fails, or you are charged twice, the amount is automatically reversed or refunded within 5-7 working days, in line with RBI timelines. |
Email support@hellofriend.in or use the Contact Us page with your username, transaction ID, date, amount and reason. We will acknowledge within 48 hours and decide within 7 working days. Approved refunds are credited to the original payment method within 5-10 working days (bank processing times may vary). Bank transfer and cryptocurrency payments may be refunded to your wallet or a verified bank account.
Please contact us before raising a chargeback with your bank. If a chargeback is raised for a valid purchase, we may suspend the associated paid features and wallet balance while the dispute is reviewed.
Prices may include applicable GST and other taxes. Where a refund is made, applicable taxes are refunded as permitted by law.
