Refund and Cancellation Policy

1. Introduction

Fydo is a technology platform that enables merchants to engage customers through digital loyalty programs, cashback, rewards, coupons, QR-based transactions, customer engagement tools, marketing services, and related digital services.

Fydo generally acts as a technology and platform service provider and is not the seller, manufacturer, supplier, or service provider for products or services purchased by customers from participating merchants.

Accordingly, refunds, returns, cancellations, exchanges, product quality issues, and service-related disputes relating to a merchant's products or services are primarily the responsibility of the respective merchant.

This Refund and Cancellation Policy explains how refunds and cancellations may affect transactions, rewards, wallets, subscriptions, and other services provided through Fydo.

2. Fydo's Role

Fydo provides technology that may enable:

• Merchant loyalty programs.
• Cashback and reward programs.
• Shop Wallet and Fydo Wallet functionality.
• QR-based customer transactions.
• Coupon and promotional campaigns.
• Customer engagement and marketing.
• Product and offer discovery.
• Merchant analytics.
• WhatsApp marketing and customer communication.
• Cross-merchant reward programs.
• Integration with third-party payment and transaction providers.

Fydo does not generally sell or supply the underlying products or services offered by merchants. Therefore, Fydo is not responsible for:

• Product quality or defects.
• Product availability.
• Product delivery.
• Service quality.
• Merchant pricing.
• Returns or exchanges.
• Merchant cancellation policies.
• Warranty claims.
• Customer dissatisfaction with a merchant's product or service.

3. Refunds for Products and Services Purchased from Merchants

Customers must raise product or service refund, return, cancellation, or exchange requests directly with the merchant from whom the purchase was made.

The applicable merchant's refund, return, cancellation, and exchange policy will govern the underlying purchase. Fydo does not independently determine whether a merchant must issue a refund.

Customers should retain relevant invoices, receipts, transaction references, and other purchase records when requesting a refund from a merchant.

4. Payment-Related Refunds

Where a payment is processed through a third-party payment gateway, UPI provider, bank, payment processor, or other financial service provider, the refund may be subject to the policies and processing timelines of that provider.

Fydo may facilitate the transmission or recording of relevant transaction information but does not guarantee the processing time of a third-party payment provider or banking institution.

Refunds may take additional time to appear in the customer's account depending on the payment method, bank, payment gateway, or other financial institution involved.

5. Rewards and Cashback on Cancelled or Refunded Transactions

Rewards, cashback, loyalty points, coupons, or other benefits credited through Fydo are generally linked to eligible transactions. If a transaction that generated rewards is subsequently:

• Cancelled.
• Refunded.
• Reversed.
• Charged back.
• Determined to be fraudulent or invalid.

the associated rewards may be cancelled, reversed, or deducted.

This may apply to rewards credited to a Shop Wallet, Fydo Wallet, or any other reward balance.

6. Reward Reversal Process

Where a merchant processes a refund or cancellation for a transaction that generated Fydo rewards:

• The merchant should notify Fydo through the available platform or support channels.
• Fydo may verify the relevant transaction and reward information.
• The rewards associated with the cancelled or refunded transaction may be reversed.
• The corresponding amount may be deducted from the applicable merchant reward balance, account, or future reward liability, where applicable.
• The customer's associated rewards may be invalidated or removed.
• Where the customer has already redeemed the reward, Fydo may take reasonable steps to recover or adjust the relevant reward balance in accordance with the applicable program terms.

Fydo reserves the right to investigate repeated or suspicious refund and reward activity.

7. Shop Wallet and Fydo Wallet

Refunding an underlying merchant transaction does not automatically mean that the customer will receive a cash refund from Fydo. Where rewards were issued as a result of the transaction, those rewards may be reversed.

Wallet balances may be adjusted to account for:

• Refunded transactions.
• Cancelled transactions.
• Reversed payments.
• Expired rewards.
• Fraudulent or unauthorized transactions.
• Incorrectly credited rewards.
• Reward program corrections.

Wallet balances do not necessarily represent cash balances and may be subject to the specific terms of the applicable reward program.

8. Coupons and Promotional Benefits

If a coupon, discount, cashback offer, or promotional benefit was used in a transaction that is subsequently cancelled or refunded, the benefit may be:

• Cancelled.
• Reversed.
• Reissued at the merchant's discretion.
• Deducted from the applicable reward balance.

The availability of a replacement coupon or promotional benefit is not guaranteed.

9. Merchant Subscriptions and Paid Services

Where Fydo provides merchants with paid subscriptions, software services, marketing services, premium features, or other paid platform services, refunds or cancellations will be governed by the applicable subscription plan, order form, commercial agreement, or service-specific terms.

Unless otherwise expressly agreed:

• Fees for services already provided may not be refundable.
• Cancellation of a subscription may stop future billing but may not automatically result in a refund for the current billing period.
• Any applicable refund will be processed according to the relevant commercial terms.

Where a merchant has entered into a separate written agreement with Fydo, that agreement will prevail over this Policy to the extent of any inconsistency.

10. Free Services and Free WhatsApp Marketing

Certain Fydo services may be offered at no additional cost, including Free WhatsApp Marketing where included in the applicable plan.

Since no fee is charged for a free service, no monetary refund is applicable for such services.

Fydo may modify, restrict, suspend, or discontinue free features in accordance with its Terms and Conditions and applicable policies.

11. Disputes Between Customers and Merchants

The following disputes should be resolved directly between the customer and the relevant merchant:

• Product returns.
• Product exchanges.
• Product defects.
• Service dissatisfaction.
• Incorrect products or services.
• Pricing disputes.
• Merchant cancellation.
• Delivery issues.
• Warranty claims.
• Duplicate charges.
• Merchant-related payment disputes.
• Refund delays.
• Misrepresentation of products or services.

Fydo may provide reasonable technical information or transaction records where appropriate, but does not generally act as the seller or contractual party to the underlying transaction.

12. Fraudulent or Suspicious Refund Activity

To protect the platform and its users, Fydo may investigate transactions or accounts associated with suspicious activity, including:

• Repeated refund and reward abuse.
• Artificial transactions created to obtain cashback.
• Multiple accounts used to exploit reward programs.
• Manipulation of transactions.
• False refund claims.
• Unauthorized use of payment methods.
• Attempts to retain rewards after receiving a refund.

Where appropriate, Fydo may:

• Reverse rewards.
• Suspend reward crediting.
• Restrict wallet functionality.
• Temporarily suspend an account.
• Terminate an account.
• Share relevant information with the concerned merchant or service provider where legally permitted.
• Take further action where required.

13. Chargebacks and Payment Reversals

Where a payment is reversed, charged back, disputed, or otherwise invalidated through a payment provider or financial institution, Fydo may treat the underlying transaction as cancelled or ineligible for rewards.

Any rewards associated with such a transaction may be reversed.

Additional action may be taken where a chargeback appears fraudulent or abusive.

14. Technical Errors and Incorrect Rewards

If a technical error results in an incorrect reward, cashback amount, coupon, wallet balance, or transaction record, Fydo reserves the right to correct the error. Such corrections may include:

• Reversing incorrectly credited rewards.
• Correcting wallet balances.
• Cancelling incorrectly generated coupons.
• Adjusting merchant reward liabilities.
• Correcting transaction records.

Fydo will make reasonable efforts to correct material errors without unnecessarily affecting legitimate transactions.

15. No Guaranteed Cash Refund from Fydo

Fydo does not generally provide cash refunds for purchases made from participating merchants because Fydo is not the seller of the underlying product or service.

Similarly, the conversion of loyalty points, cashback, coupons, or wallet rewards into cash is not guaranteed and depends on the applicable reward program terms.

16. How to Contact Fydo

For issues relating specifically to Fydo's platform, rewards, wallets, QR transactions, reward reversals, merchant accounts, or technical problems, users and merchants may contact:

Fydo (LFYD Services Private Limited)
Address: Proworks, 235, 2nd Floor, 13th Cross Road, Indiranagar, Bangalore, Karnataka-560038, India
Email: support@fydo.in
Phone: +91 83105 16103

For a product or service refund, customers should first contact the merchant from whom the product or service was purchased.

17. Policy Updates

Fydo may update this Refund and Cancellation Policy from time to time to reflect changes in its Services, payment systems, reward programs, commercial practices, or applicable laws.

The updated version will be published on the Fydo website or relevant application with a revised effective date.

Continued use of the Services after the effective date of an updated policy constitutes acceptance of the revised policy, to the extent permitted by applicable law.

Disclaimer

Fydo is primarily a technology platform that facilitates loyalty, rewards, customer engagement, QR-based transactions, marketing, analytics, and related digital services.

Fydo does not generally manufacture, sell, deliver, or provide the underlying products or services offered by participating merchants. Accordingly, responsibility for product quality, merchant promises, returns, exchanges, cancellations, and refunds relating to merchant purchases rests primarily with the respective merchant.

Nothing in this Policy limits any rights or remedies that cannot legally be excluded under applicable law.

Last Updated: August 18, 2026