Refund Policy

Last Updated: January 2025

IMPORTANT - MANDATORY READING: This Refund Policy forms an integral part of the Terms and Conditions governing your use of Laddoo App. By using the App and initiating any transaction, you unconditionally accept, acknowledge, and agree to be bound by this Refund Policy in its entirety. This policy contains strict limitations and exclusions regarding refund eligibility. Failure to read or understand this policy shall not constitute grounds for any dispute, claim, or refund request.

1. SCOPE AND APPLICATION

1.1 This Refund Policy applies to all recharge transactions processed through the Laddoo App.

1.2 This policy outlines the exhaustive and exclusive circumstances under which refunds may or may not be processed.

1.3 Any scenario not explicitly listed as "refundable" shall be deemed non-refundable by default.

2. FUNDAMENTAL PRINCIPLES

2.1 User Responsibility: Users bear the sole, absolute, and exclusive responsibility for verifying the accuracy of all transaction details (including mobile number, recharge amount, and operator selection) BEFORE confirming any transaction.

2.2 Transaction Finality: Once a transaction is processed and marked as "SUCCESSFUL" by the system, it is considered final, binding, and irreversible.

2.3 Third-Party Processing: Recharge transactions are processed through third-party Telecom Operators and payment gateways over which the Company has no control after submission.

3. REFUND ELIGIBLE SCENARIOS (EXHAUSTIVE LIST)

ONLY THE FOLLOWING SCENARIOS ARE ELIGIBLE FOR REFUND: Refunds shall ONLY be processed in the following specific circumstances and in no other circumstances whatsoever:

3.1 Failed Transaction Due to Technical Error

Condition: The transaction was debited from the User's payment method BUT the recharge was NOT credited to ANY mobile number due to technical failure, system malfunction, or Telecom Operator rejection;
Verification: Subject to verification through transaction logs and Telecom Operator confirmation;
Processing Time: Automatic refund within 5-7 business days to the original payment method;
Notification: User will receive automated notification upon refund initiation;

3.2 Duplicate Charging for Single Transaction

Condition: The User was charged multiple times (double debit or more) for a single recharge transaction due to system error or payment gateway malfunction;
Evidence Required: Bank statement or payment confirmation showing multiple debits for the same transaction reference number;
Processing: The duplicate charge(s) will be refunded within 5-7 business days after verification;
Limitation: Only the excess amount (duplicate charges) will be refunded; the legitimate transaction amount is non-refundable;

3.3 Unauthorized Transaction Due to System Breach

Condition: Transaction was initiated without User's authorization due to security breach or system vulnerability on the Company's end;
Reporting Requirement: Must be reported within 24 hours of occurrence;
Investigation: Subject to thorough investigation and verification by the Company's security team;
Cooperation Required: User must fully cooperate with investigation including providing FIR copy if requested;
Processing: Refund processed within 10-14 business days upon confirmation of unauthorized access;

3.4 System Error Resulting in Wrong Amount Deduction

Condition: The Company's system deducted a higher amount than the recharge amount selected by the User due to technical malfunction;
Verification: Must be verified through system logs showing discrepancy between selected amount and charged amount;
Processing: Excess amount refunded within 5-7 business days;
Note: This does NOT apply to User error in selecting wrong amount;

4. STRICTLY NON-REFUNDABLE SCENARIOS (EXHAUSTIVE LIST)

ABSOLUTELY NO REFUNDS SHALL BE PROVIDED IN THE FOLLOWING CIRCUMSTANCES:

The following scenarios are STRICTLY and ABSOLUTELY NON-REFUNDABLE under any circumstances, without any exceptions:

4.1 User Error - Wrong Mobile Number

Scenario: User entered an incorrect, invalid, or unintended mobile number and the recharge was SUCCESSFULLY processed and credited to that number;
Reasoning: The recharge has been successfully delivered to the entered mobile number; the telecom operator has processed and accepted the recharge;
User Responsibility: It is the User's sole responsibility to verify the mobile number before confirming the transaction;
No Reversal: Once credited to a mobile number, the Company has no technical or legal ability to reverse the recharge from the Telecom Operator;
No Exceptions: No refund shall be provided regardless of User's explanation, circumstances, or hardship;

4.2 User Error - Wrong Recharge Amount

Scenario: User selected, entered, or confirmed an incorrect recharge amount (higher or lower than intended) and the transaction was successfully processed;
Reasoning: The User explicitly selected and confirmed the amount before payment;
Confirmation Required: All transactions require User confirmation, indicating deliberate selection;
Non-Refundable: Whether the amount is INR 10 or INR 10,000, if successfully recharged, it is non-refundable;

4.3 User Error - Wrong Operator Selection

Scenario: User selected an incorrect Telecom Operator and the recharge was successfully processed;
Reasoning: The recharge has been accepted and processed by the selected operator;
Auto-Detection: While the App provides operator auto-detection, final responsibility lies with the User to verify before confirmation;
Non-Refundable: Successfully processed recharges to wrong operators are not eligible for refund;

4.4 Change of Mind / Buyer's Remorse

Scenario: User completed a successful transaction but later decides they no longer want the recharge;
Reasoning: Digital goods, once delivered, cannot be "returned" like physical products;
Non-Refundable: All successful transactions are final and binding;

4.5 Successful Recharge - Any Circumstance

Fundamental Rule: If the recharge was successfully processed and credited to ANY mobile number (whether correct or incorrect), NO REFUND shall be provided under any circumstances;
Successful Transaction Definition: A transaction where the Telecom Operator confirms acceptance and credit of the recharge amount;
Irreversibility: Successful recharges cannot be reversed due to technical and regulatory limitations;
Absolute Policy: This is an absolute, non-negotiable policy with zero exceptions;

4.6 Delay in Operator Processing

Scenario: Recharge is marked successful but there is delay in credit by the Telecom Operator;
Reasoning: The Company has fulfilled its obligation by transmitting the recharge to the operator;
Operator Responsibility: Credit delays are the responsibility of the Telecom Operator;
No Refund: Delayed credit does not qualify for refund; Users should contact the Telecom Operator directly;

4.7 Promotional or Discounted Transactions

Scenario: Transactions completed using promotional codes, discounts, or special offers;
Reasoning: Special promotional transactions are subject to additional restrictions;
Non-Refundable: Unless explicitly stated otherwise in the promotion terms;

4.8 Cashback Already Earned or Utilized

Scenario: User has received and scratched the cashback scratch card for the transaction;
Reasoning: User has already obtained value from the transaction through cashback;
Policy: Even in eligible refund cases, cashback earned will be deducted from refund amount;

4.9 Late Refund Requests

Time Limit: Refund requests must be submitted within 7 days of the transaction date;
Strict Enforcement: Requests submitted after 7 days are automatically rejected;
No Extensions: No extensions or exceptions to the 7-day limit;
Reasoning: Allows timely investigation and resolution;

4.10 Telecom Operator Policies and Validity Issues

Scenario: Issues arising from Telecom Operator's policies, plan changes, validity periods, or service terms;
Reasoning: The Company is not responsible for operator-specific policies;
Direct Resolution: Users must resolve such issues directly with their Telecom Operator;
Non-Refundable: Operator policy issues do not qualify for refund from the Company;

4.11 Third-Party Payment Gateway Issues

Scenario: Issues arising from payment gateway processing, bank declines after initial authorization, or payment method limitations;
Reasoning: If recharge was successfully processed, payment gateway issues are between User and their bank;
Exception: Only if amount was debited but recharge completely failed (see Section 3.1);

4.12 Force Majeure Events

Scenario: Transactions affected by events beyond the Company's control including natural disasters, wars, government actions, strikes, or internet outages;
Reasoning: The Company cannot be held liable for force majeure events;
Assessment: Each case assessed individually; generally non-refundable if recharge was successfully processed;

5. REFUND REQUEST PROCESS

5.1 Eligibility Check: Before submitting a refund request, carefully review Sections 3 and 4 to determine eligibility.

Submit Request

Log into Laddoo App → Go to "Transaction History" → Select the transaction → Click "Request Refund" → Provide detailed reason and evidence.

Documentation Required

Provide: (a) Transaction ID/Reference Number, (b) Payment confirmation/screenshot, (c) Bank statement (if applicable), (d) Detailed description of issue, (e) Any supporting evidence.

Review and Verification

Our team will review the request within 2-3 business days. We will verify transaction logs, payment records, and Telecom Operator status.

Decision Notification

You will receive a notification (in-app and/or email) regarding approval or rejection of the refund request with detailed reasoning.

Refund Processing

If approved, refund will be initiated within 1-2 business days. Amount will be credited to original payment method within 5-7 business days (may take additional 3-7 days for bank processing).

6. REFUND PROCESSING TIMELINE

6.1 Automatic Refunds (Failed Transactions):

Initiated automatically within 24-48 hours of transaction failure;
Credited to original payment method within 5-7 business days;
No user action required;

6.2 Manual Refund Requests:

Request review: 2-3 business days;
Verification and investigation: 1-3 business days;
Refund processing (if approved): 1-2 business days;
Bank credit: Additional 5-7 business days;
Total estimated time: 9-15 business days from request submission;

6.3 Bank Processing Delays:

Actual credit to bank account may take additional time depending on the User's bank;
The Company is not responsible for bank processing delays;
Users should contact their bank if refund is not received after 15 business days;

7. REFUND METHODS

7.1 Original Payment Method: All refunds are processed to the original payment method used for the transaction.

7.2 Payment Method Specific Processing:

UPI: Refunded to the same UPI ID/VPA within 5-7 business days;
Credit Cards: Refunded to the same card; appears as credit in next billing cycle;
Debit Cards: Refunded to the linked bank account within 5-7 business days;
Net Banking: Refunded to the same bank account within 5-7 business days;
Digital Wallets: Refunded to the same wallet within 3-5 business days;

7.3 No Alternative Methods: Refunds cannot be processed to a different payment method or bank account than the one used for the original transaction.

8. CASHBACK REVERSAL IN REFUND CASES

8.1 Mandatory Cashback Reversal: If a refund is processed for any transaction where cashback was earned, the cashback amount shall be automatically and mandatorily reversed and deducted.

8.2 Reversal Scenarios:

Cashback Not Yet Used: Deducted from Wallet balance;
Cashback Already Used: Deducted from the refund amount;
Cashback Withdrawn: Deducted from the refund amount;
Insufficient Refund Amount: If cashback used exceeds refundable amount, User must pay the difference, or refund will be denied;

9. REFUND REQUEST LIMITATIONS

9.1 Time Limit: All refund requests must be submitted within 7 calendar days from the transaction date. Requests submitted after this period are automatically rejected.

9.2 One Request Per Transaction: Only one refund request is permitted per transaction. Duplicate requests for the same transaction will be rejected.

9.3 Complete Documentation: Incomplete refund requests lacking required documentation will be rejected without review.

9.4 False Claims: Submitting false, fraudulent, or misleading refund claims may result in account termination and legal action.

10. COMPANY'S RIGHTS AND DISCRETION

10.1 Final Decision Authority: The Company reserves the absolute and sole discretion to approve or reject any refund request based on the terms of this policy and verification of facts.

10.2 Investigation Rights: The Company reserves the right to conduct thorough investigation, request additional documentation, and verify claims before processing refunds.

10.3 Anti-Fraud Measures: The Company reserves the right to deny refunds if fraudulent activity, abuse of policy, or violation of Terms and Conditions is suspected or detected.

10.4 Policy Modification: The Company reserves the right to modify this Refund Policy at any time with or without notice. Continued use of the App constitutes acceptance of modifications.

11. DISPUTE RESOLUTION

11.1 Internal Review: If you disagree with a refund decision, you may request an internal review by contacting our support team within 7 days of the decision.

11.2 Documentation Required: Provide comprehensive documentation supporting your dispute including transaction proof, evidence, and detailed explanation.

11.3 Review Timeline: Internal review will be completed within 7-10 business days.

11.4 Final Decision: The decision made after internal review is final and binding. No further appeals will be entertained.

11.5 Legal Recourse: Any legal disputes shall be subject to the jurisdiction and dispute resolution provisions outlined in the Terms and Conditions.

12. REFUND STATUS TRACKING

Users can track refund status through:

Laddoo App → "Transaction History" → "Refund Status"
In-app notifications
Email notifications to registered email address
Contacting customer support at +91 7726828026

13. PROCESSING FEES AND CHARGES

13.1 No Company Fees: The Company does not charge any processing fee for refunds.

13.2 Third-Party Charges: However, the following charges may apply and are borne by the User:

Bank processing charges (if any);
Payment gateway charges (if any);
Currency conversion charges for international payment methods;
Any taxes or government levies;

13.3 Partial Refund: If third-party charges were deducted from the original transaction, the refund amount may be net of such charges.

14. CONTACT FOR REFUND QUERIES

For any refund-related queries, issues, or assistance, please contact us:

Customer Support - Laddoo App

Phone: +91 7726828026

Email: [email protected]

Support Hours: Available 24/7

Response Time: Within 24 hours

15. LEGAL COMPLIANCE

15.1 This Refund Policy complies with applicable Indian laws and regulations including Consumer Protection Act, 2019, and Information Technology Act, 2000.

15.2 In case of any conflict between this policy and applicable law, the provisions of law shall prevail to the extent of such conflict.

15.3 This policy shall be interpreted in accordance with the laws of India.

16. ACKNOWLEDGMENT AND ACCEPTANCE

BY USING LADDOO APP AND INITIATING ANY TRANSACTION, YOU EXPRESSLY ACKNOWLEDGE, CONFIRM, AND AGREE THAT:

You have read, understood, and accepted this Refund Policy in its entirety;
You understand that successful recharges to wrong mobile numbers or wrong amounts are strictly non-refundable;
You accept sole responsibility for verifying all transaction details before confirmation;
You understand that refunds are only available in the limited scenarios explicitly listed in Section 3;
You agree to be bound by the decisions made by the Company regarding refund requests;
You waive any right to dispute refund decisions beyond the internal review process outlined herein;

This Refund Policy is effective from January 2025 and supersedes all previous refund policies. The Company reserves the right to update this policy at any time. Last updated: January 2025.