Cancellation & Refund Policy

At Friendly, we strive to deliver an exceptional, reliable, and transparent digital communication service. This Cancellation & Refund Policy explains our procedures regarding in-app digital balances, payment verifications, and refund eligibility.

1. Nature of Digital Services

Friendly provides real-time digital voice and video communication services. Because services and calling credits are digitally delivered instantly upon successful payment confirmation, traditional product return policies do not apply. No physical items are shipped.

2. Instant Service Delivery

Upon successful payment completion via authorized payment channels, digital calling credits or wallet balances are immediately reflected in your Friendly account. If network delays cause a momentary lag in balance updates, please wait up to 15 minutes or refresh your profile screen.

3. Eligible Refund Scenarios

We review refund requests on a case-by-case basis under the following legitimate circumstances:

• Duplicate Debits: Multiple charges deducted for a single transaction due to gateway or bank timeout errors.
• Failed Credit Allocation: Money debited from your bank/card, but digital balance failed to credit within 24 hours despite verified payment reference.
• Verified Technical Failures: Major platform outages preventing you from accessing core calling services immediately following a recharge.
• Unauthorized Transactions: Fraudulent or unauthorized usage reported promptly to our support team and payment provider.

4. Non-Refundable Items

• Any wallet balance or credits that have already been consumed during active voice or video calls.
• Promotional bonus credits, referral rewards, or gifted talk-time.
• Accounts suspended or banned due to severe violations of our Community Guidelines or Terms of Service (such as harassment, fraud, or illicit behavior).

5. How to Request a Refund

To request a refund review, please contact our official support team within 7 days of the transaction date. Please provide the following details for fast resolution:

1. Your registered Friendly Account ID, phone number, or email address.
2. Transaction ID, Payment Gateway Reference, or Bank UTR Number.
3. Date, time, and exact amount of the transaction.
4. Brief explanation of the issue encountered.

6. Processing Timelines

Once approved, refunds are initiated back to the original source payment method (bank account, credit/debit card, or UPI wallet). Depending on your banking institution, funds typically reflect within 5 to 7 business days.