Cancellation and Refund Policy

1. Scope of this policy

This policy applies to digital subscription plans, digital credits and direct lead-unlock payments purchased through the Findoly Provider Portal. It must be read with the Terms and Conditions and the order summary displayed before payment.

The policy does not apply to amounts a Provider separately charges a Customer for services. Those payments and refunds are governed by the Provider’s own agreement with the Customer and applicable law.

2. Digital nature of purchases

Findoly supplies digital access and account-linked credits. No physical product is packed, shipped or delivered. A plan is delivered by creating or scheduling the subscription record and allocating the recorded credits after verified payment. A direct lead payment is delivered by fulfilling the reserved unlock and making the available lead information accessible.

3. When a purchase becomes activated

A purchase is activated only after Findoly receives reliable payment confirmation and fulfils the order in its systems. A bank debit notification, payment screenshot or pending gateway status alone does not prove activation. The Provider should review the payment history, current subscription and credit activity.

Once the subscription or credits are successfully activated, or a direct lead unlock is fulfilled, the digital service is treated as supplied.

4. Non-refundable activated purchases

All successfully purchased and activated digital subscriptions and credits are non-refundable. After activation, a purchase cannot be cancelled, returned, exchanged, transferred or converted into cash. This applies whether credits are fully used, partly used or unused.

Nothing in this policy limits a remedy that cannot lawfully be excluded. A verified duplicate debit, unauthorised transaction, failed fulfilment or system error is handled as a payment correction rather than a discretionary change of mind.

5. Unused, partially used and expired credits

Unused credits do not create a refund right. Partially used plans are not eligible for a proportional refund. Credits that expire at the end of their displayed validity are removed from the usable balance and are not refundable or redeemable.

Providers are responsible for monitoring validity dates and using credits while the account and allocation remain active.

6. Lead unlocks and invalid-lead reports

A successful lead unlock purchases access to the available enquiry information, not a guarantee of contact, response, appointment, conversion, exclusivity or revenue. Customer non-response, changed intent, budget disagreement, service-area mismatch, another provider being hired, or the Provider’s decision not to proceed does not create a refund right.

Marking a lead invalid, duplicate, rejected or not interested does not automatically restore credits. Unless a separate written invalid-lead adjustment programme applies, Findoly may consider only a verified duplicate deduction, technical error or other exceptional discrepancy. Any discretionary credit adjustment is not an admission that all similar reports qualify.

7. Duplicate payments or duplicate deductions

If the same order appears to have been paid or fulfilled more than once, contact support promptly. Findoly will compare payment gateway identifiers, order records, credit transactions and unlock records. A confirmed duplicate system debit may be corrected by reversing the duplicate entry, restoring credits or initiating a payment reversal, depending on the verified facts.

Separate intentional purchases of the same plan are not duplicates merely because they occur close together. A renewal may be scheduled after an active plan.

8. Failed, pending, cancelled or reversed payments

A failed, cancelled, expired or incomplete checkout does not activate a purchase. A pending transaction remains unresolved until the bank or gateway provides a final status. If the bank reverses the debit automatically, Findoly does not issue a second refund.

Network, bank, UPI or gateway delays may cause the status to update later. Do not repeatedly pay for the same order unless the prior attempt is shown as failed or support advises you to retry.

9. Amount debited but purchase not visible

If an amount is debited but no subscription, credits or direct unlock appears after a reasonable verification period, email support@findoly.com. Include the registered mobile number, amount, date and time, gateway or bank reference, order ID if visible, and a screenshot that does not expose sensitive credentials.

Findoly may wait for gateway confirmation, reconcile webhook and order records, request additional evidence, activate the purchase if payment is verified, or take another corrective step required by the verified status.

10. Unauthorised or fraudulent transactions

Report suspected unauthorised payment immediately to your bank or payment provider and to Findoly. Do not share an OTP, UPI PIN, CVV, password or card details with Findoly support. Findoly may suspend fulfilment or account access while investigating.

A claim of unauthorised payment does not automatically establish entitlement. Resolution depends on gateway, bank, account, device and security records and applicable payment rules.

11. Chargebacks and payment disputes

Before raising a chargeback for a recognised Findoly purchase, contact support so the transaction can be investigated. Filing a false, duplicate or abusive chargeback after receiving digital credits or lead access is prohibited and may result in suspension, recovery action or submission of transaction evidence to the bank or gateway.

A bank’s temporary chargeback credit is not a final determination. If a transaction is reversed after credits or access were supplied, Findoly may remove equivalent unused credits, suspend the account or recover the amount to the extent permitted by law.

12. Promotional and bonus credits

Promotional, bonus, goodwill or manually adjusted credits have no cash value and are not refundable. They may have separate validity or usage conditions. If a paid transaction is exceptionally reversed, associated promotional credits may also be removed.

13. GST, invoices and price differences

GST treatment is shown at checkout. A disagreement with a future promotion, later price change, bonus offer or another Provider’s commercial arrangement does not create a refund right for a completed purchase. Invoice corrections may be made where required by law without cancelling a valid digital supply.

14. Information required for investigation

• Registered Provider mobile number and business name.
• Date, time and amount of the transaction.
• Findoly order ID and payment gateway reference, if available.
• Description of the expected and actual result.
• Relevant screenshots with full card numbers, CVV, OTP and UPI PIN removed.
• Any bank or gateway message concerning final status or reversal.

15. Method of an approved correction

Where Findoly confirms that a correction is required, it may activate the missing digital service, restore incorrectly deducted credits, remove a duplicate order, issue a gateway reversal or use another method appropriate to the records and applicable law. The remedy is chosen to correct the verified discrepancy and may not be a cash refund where activation or credit restoration fully resolves the issue.

Any approved money reversal is sent through the original payment method where technically and legally possible. Bank or gateway processing time is outside Findoly’s direct control.

16. Review and processing timelines

Findoly will acknowledge and handle complaints within the periods required by applicable law. The time needed to conclude a payment case depends on whether the gateway or bank has issued a final status, whether evidence is complete and whether fraud or duplicate fulfilment must be investigated.

Support may provide an interim update where external confirmation is pending. A processing estimate is not a guarantee because banks and payment networks control final posting.

17. How to submit a payment complaint

Email support@findoly.com with the subject “Payment Review”. Do not send payment secrets. For escalation, follow the Grievance Redressal Policy.