Refunds & cancellations.

What this proposed policy covers

This policy is for paid FX Moments digital gifts once verified checkout and order fulfilment are available. No physical item is shipped or returned.

Please report problems within 3 calendar days of discovering them so we can help promptly. This reporting request does not limit your statutory rights, claims for non-delivery or support during the agreed gift-access period.

When a refund is appropriate

• Duplicate payment: two successful charges for the same order. The duplicate should be refunded after verification.
• Paid, but no usable gift: payment was confirmed, but we cannot deliver or restore the purchased experience.
• A material technical fault: a core part of the gift fails or substantially differs from the order and we cannot provide a reasonable fix.
• Before fulfilment: a cancellation request arrives before the paid gift has been made available. We will verify its status and confirm the outcome.

Changes of mind and personalised content

You can edit an unpaid draft or leave without purchasing. Check names, writing and photos in the preview before proceeding.

Once a working personalised gift has been made available, a change of mind, the recipient’s reaction or a spelling error supplied by the creator would not normally qualify for a refund. Support can still assess whether a correction is possible.

Personalisation does not remove rights relating to non-delivery, defects or misleading descriptions. Where law requires a cooling-off period or explicit consent to begin digital supply, the checkout must honour those requirements.

How to request help

Use Contact & support or WhatsApp us. Include the order or payment reference, payment date, the issue and a screenshot if useful. Share the recipient link only if needed; do not send an edit key, OTP or full card number.

We propose to acknowledge complaints within 48 hours, assess the order and explain the next step. A fix may be offered where reasonable, without removing a refund remedy required by law.

Approval, initiation and bank timing

Once approved, we initiate your refund within 3 business days and provide its reference. A normal refund generally takes another 5–7 working days after initiation to reach the original payment method, depending on the payment provider and bank.

These are separate stages: reporting a problem, receiving a decision and receiving the funds. We will not describe an approved request as money already received. If a refund is delayed, contact us with the reference so it can be traced.

We do not propose a cancellation or processing-fee deduction for duplicate charges or a gift we cannot deliver. Any other deduction would need a lawful basis and clear disclosure.

Failed or pending payments

A failed or pending payment is different from a confirmed order. Avoid repeatedly paying while an earlier attempt is unresolved. Check the transaction status and contact support with the payment reference.

If your bank shows a debit without a confirmed order, we will help investigate with the payment provider. Reversal times depend on the transaction status and payment system; we should not issue a second refund for a debit already being automatically reversed.

If you need to escalate

FX Moments is the product name. The legal seller’s identity and business details are still being completed for launch.

Legal seller

[Seller / business name to be added]

Business address

[Business address to be added]

Support email

[Working support email to be added]

Grievance contact

[Grievance officer name and contact to be added]

WhatsApp: +91 89216 74195. The proposed complaint process is to acknowledge a complaint within 48 hours and resolve it within one month, with updates if further investigation is needed.

The final launch policy must identify its effective date and an operating grievance route. Nothing in this policy limits a remedy available under applicable consumer law.