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Refund & Cancellation Policy

Last updated: April 15, 2026

1. Overview

This Refund & Cancellation Policy applies to all credit purchases made on FamTubeX ("the Platform"). All payments are processed through HDFC SmartGateway, an RBI-regulated and PCI-DSS certified payment gateway. We are committed to providing a fair, transparent, and timely process for handling refund requests.

2. Credit Purchases

• Credits are a virtual currency used to access premium features on FamTubeX, including text chats, voice calls, video calls, and virtual gifts.
• Credit packages are available in various denominations with prices displayed in Indian Rupees (INR).
• Payments can be made via UPI, debit/credit cards, net banking, and wallets through HDFC SmartGateway.
• Credits are added to your account instantly upon successful payment confirmation from HDFC SmartGateway.

3. Refund Eligibility

You may request a full or partial refund under the following circumstances:

• Duplicate Payment: If you were charged more than once for the same transaction.
• Credits Not Received: If credits were not added to your account despite a successful payment (payment deducted but credits not reflected).
• Incorrect Amount Charged: If you were charged an amount different from what was displayed at the time of purchase.
• Technical Failure: If a Platform malfunction prevented you from using purchased credits within 24 hours of purchase.
• Unauthorized Transaction: If a payment was made from your account without your authorization.

4. Non-Refundable Scenarios

Refunds will NOT be issued in the following cases:

• Credits that have already been fully or partially used for chats, calls, gifts, or content access.
• Dissatisfaction with the quality or outcome of conversations or interactions.
• Account suspension or termination due to violation of our Terms of Service.
• Change of mind after purchasing credits.
• Network issues or connectivity problems on the user's end during calls.

5. How to Request a Refund

1. Email support@famtubex.com with the subject line: "Refund Request - [Your Phone Number]".
2. Include the following information:
   • Registered phone number
   • Transaction ID / HDFC Order ID (available in your Wallet page)
   • Date and amount of the transaction
   • Reason for the refund request
3. Our team will acknowledge your request within 48 hours.
4. Refund requests must be submitted within 7 days of the original transaction date.

6. Refund Processing

• Approved refunds will be initiated within 5-7 business days of approval.
• Refunds will be credited back to the original payment method used for the purchase (bank account, card, UPI, or wallet).
• Depending on your bank or payment provider, the refund may take an additional 5-10 business days to reflect in your account.
• Partial refunds may be issued for partially used credit balances at our sole discretion.
• You will receive an email confirmation once the refund has been processed.

7. Cancellation Policy

• FamTubeX operates on a one-time credit purchase model. There are no subscriptions, recurring charges, or auto-renewals.
• Each credit purchase is a standalone transaction — there is nothing to "cancel" after a purchase is complete.
• If a payment is in "pending" status, it may be cancelled before it is processed. Contact support immediately for assistance.
• You may delete your account at any time from Account Settings. Unused credits will not be refunded upon voluntary account deletion.

8. Failed Transactions

• If a payment fails during processing, the amount will be automatically refunded by HDFC SmartGateway to your original payment method within 5-7 business days.
• If the amount was debited but credits were not added, please contact support with your transaction ID. We will verify with HDFC SmartGateway and resolve the issue within 48 hours.

9. Dispute Resolution

If you are unsatisfied with our refund decision:

1. Email support@famtubex.com with "ESCALATION" in the subject line.
2. Include your original refund request details and the reason for escalation.
3. Our senior team will review your case and respond within 7 business days.

10. Contact Us

For refund-related queries:

• Email: support@famtubex.com
• Support: famtubex.com/support
• Response Time: Within 48 hours on business days