BorrowBuddy is committed to providing a fair and transparent experience for our customers. Our cancellation and refund policy is designed to comply with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, ensuring clarity and customer satisfaction.

Cancellation Policy

• Cancellations are accepted only if the request is made within 3 business days of placing the order. Cancellation requests will not be processed if the order has been communicated to vendors/merchants or if the shipping process has been initiated.
• Perishable items (e.g., flowers, food items) are not eligible for cancellation. However, refunds or replacements may be provided if the customer can demonstrate that the product quality is substandard, subject to verification by BorrowBuddy.
• For services or digital products, cancellations are subject to the terms specified at the time of purchase. Please review the service agreement before requesting a cancellation.

Returns & Replacements

• If you receive damaged or defective items, please report the issue to our Customer Service team within 3 business days of delivery. The merchant will verify the claim, and approved returns/replacements will be processed accordingly.
• If the delivered product does not match the description on our website or fails to meet your expectations, notify our Customer Service team within 3 business days of receipt. Our team will review the complaint and make an appropriate decision.
• Products with manufacturer warranties should be addressed directly with the manufacturer for warranty-related claims.
• Return shipping costs will be borne by the customer unless the return is due to an error on BorrowBuddy’s part (e.g., wrong or defective product).

Payment & Refund Process via Instamojo

• All payments on BorrowBuddy are processed securely through Instamojo, a trusted payment gateway that supports credit/debit cards, UPI, net banking, and digital wallets (e.g., Paytm, PhonePe).
• Approved refunds will be credited to the original payment method within 3–5 business days for domestic transactions, depending on your bank or payment provider’s processing time.
• For failed transactions (where payment is debited but the order is not confirmed), Instamojo automatically initiates a refund within 5–7 business days.
• Transaction fees (e.g., 2% + ₹3 per transaction for domestic payments) and payment gateway charges are non-refundable.
• For subscriptions or partial payments facilitated by Instamojo, refunds will be processed as per the subscription terms agreed upon at the time of purchase. Contact our Customer Service team for cancellation or refund requests.
• Payments are subject to a maximum transaction limit of ₹1,00,000, which may be increased on a case-by-case basis upon request to Instamojo.
• BorrowBuddy does not store sensitive payment information. All payment data is securely handled by Instamojo and stored in India in compliance with RBI’s data localization regulations.

Know Your Customer (KYC) Requirements

• Certain transactions may require KYC verification (e.g., submission of PAN, Aadhaar, or business documents) as mandated by Instamojo or applicable Indian regulations to prevent financial fraud. Customers will be notified if KYC is required.
• Failure to provide KYC details may result in transaction delays or cancellations.

Prohibited Items & Services

• BorrowBuddy does not permit transactions involving prohibited items or services, including but not limited to illegal products, live animals, drugs, weapons, adult content, escort services, or multi-level marketing schemes.
• Transactions violating Instamojo’s terms or Indian laws will be declined, and appropriate action may be taken, including reporting to authorities.

Customer Support & Grievance Redressal

• For cancellation, refund, or payment-related queries, contact our Customer Service team via email at support@borrowbuddy.in or phone at +91-77078-32318. We aim to respond within 24–48 hours.
• For Instamojo-specific payment issues (e.g., transaction status, refund tracking), contact Instamojo’s support at support@instamojo.com.
• If your issue remains unresolved, you may escalate it to our Grievance Officer at support@borrowbuddy.in. We will address escalated complaints within 7 business days.