Refund & Cancellation Policy
1. Overview
This Refund & Cancellation Policy explains how cancellations, refunds, credits, and non-refundable payments are handled on the Fatafat Service by LifeMine Technologies LLP platform ("LifeMine", "FatafatService", "we", "our", or "us").
FatafatService is a technology platform that helps customers discover and interact with independent service providers ("Vendors"), and also provides vendor-facing tools and commercial modules, including VendorOS. Unless explicitly stated otherwise for a particular offering, Vendors listed on the platform are independent parties and are not employees, agents, or representatives of FatafatService.
Accordingly, refunds are available only in limited situations described in this policy — especially where payment has been collected by the platform or where a platform error has occurred.
2. Scope of this Policy
This policy may apply to one or more of the following types of transactions:
- Service booking or request amounts collected through the platform;
- Advance payments collected through the platform for a Vendor booking;
- Platform fees, convenience fees, or booking-related fees, where applicable;
- VendorOS subscription fees, onboarding fees, lead purchase fees, or promotional campaign fees; and
- Other platform-collected commercial payments expressly linked to a FatafatService offering.
This policy does not govern cash payments or direct settlements made outside the platform between a customer and a Vendor.
3. Customer Cancellations
3.1 Before Vendor Acceptance
If a customer cancels a request before a Vendor has accepted or confirmed it, the cancellation will generally be permitted without penalty. Any platform-collected amount for that unaccepted request may be reversed or refunded, subject to payment processor settlement timelines.
3.2 After Vendor Acceptance but Before Service Starts
If a customer cancels after a Vendor has accepted the request but before the service has started, cancellation may still be permitted, but one or more of the following may apply:
- A Vendor-defined cancellation charge, where disclosed or communicated through the platform;
- Forfeiture of a part of the advance amount, where the booking terms so provide; or
- Deduction of non-recoverable platform or payment processing costs, where legally permissible.
3.3 After Service Starts or After Completion
Once service has started, or after the service has been completed, the booking generally cannot be cancelled. Dissatisfaction, pricing disagreement, or outcome-related disputes after completion are not automatic grounds for a platform refund.
4. Vendor Cancellations and No-Show Situations
If a Vendor cancels a confirmed booking, fails to attend, or materially fails to proceed with the agreed service, Fatafat Service by LifeMine Technologies LLP may, after reasonable verification, do one or more of the following:
- Help the customer rebook with another Vendor;
- Issue a refund of any eligible advance payment collected through the platform;
- Issue a platform credit, where such mechanism is enabled; or
- Take internal compliance action against the Vendor, including warnings, suspensions, ranking impact, or account review.
Any refund under this clause is limited to the amount actually collected by the platform and verified as refundable.
5. Platform-Initiated Cancellations
Fatafat Service by LifeMine Technologies LLP may suspend, hold, or cancel a transaction or request where reasonably necessary, including for suspected fraud, payment risk, abuse, safety concerns, duplicate requests, technical error, legal compliance, or service unavailability.
Where such cancellation results in a customer not receiving the booked service and the relevant payment was collected by the platform, the eligible amount may be refunded or reversed.
6. Refund Eligibility
Refunds may be considered only in limited cases such as the following:
- Duplicate payment — where the same transaction is charged more than once for the same order or request;
- Payment failure with successful debit — where a customer's account is debited but the booking or payment state fails due to a technical issue;
- Verified Vendor no-show or non-fulfilment — where the booked Vendor does not deliver the service and the advance was collected by the platform;
- Incorrect platform charge — where FatafatService has charged an amount due to a technical or operational error; or
- Platform cancellation — where FatafatService cancels a request and no service is delivered.
Refund decisions may depend on platform records, payment records, communication history, booking status, available evidence, and applicable law.
7. Non-Refundable Cases
The following are ordinarily non-refundable unless required by law or expressly approved by Fatafat Service by LifeMine Technologies LLP in writing:
- Service dissatisfaction after completion, where the dispute concerns workmanship, outcome, pricing, or expectations between customer and Vendor;
- Direct cash or off-platform payments made by a customer to a Vendor;
- Change of mind after the service has been delivered or substantially performed;
- Minor delay, inconvenience, or subjective dissatisfaction that does not amount to non-delivery by the Vendor;
- VendorOS subscription fees after activation;
- Lead purchase fees after a lead has been delivered or made available to the Vendor;
- Onboarding, setup, promotional, listing, campaign, or visibility fees once the relevant service has started or been provisioned; and
- Amounts that have already been validly settled to a Vendor, except where recovery is feasible and legally permitted.
8. Service Quality and Vendor Disputes
Because Vendors are independent parties, service quality disputes are primarily between the customer and the Vendor. Fatafat Service by LifeMine Technologies LLP may, at its discretion, facilitate communication, collect information, review complaints, or record the dispute for trust and safety purposes — but does not guarantee a refund merely because a customer is dissatisfied with service quality.
Nothing in this policy should be interpreted as creating an employer-employee relationship, agency, or direct service-provider liability for routine Vendor performance issues, except to the extent required by law.
9. VendorOS, Subscriptions, Leads, and Commercial Fees
9.1 VendorOS Subscriptions
Subscription fees, access fees, or plan charges for VendorOS are generally non-refundable once the relevant plan has been activated, renewed, or made available to the Vendor.
9.2 Lead Purchases and Delivered Enquiries
Lead-related payments are generally non-refundable once the relevant lead, enquiry, customer contact, or business opportunity has been delivered, revealed, allocated, or otherwise made accessible to the Vendor through the platform.
9.3 Promotional or Campaign Fees
Promotional, listing, campaign, or visibility-related fees are generally non-refundable once the campaign has started, the inventory has been reserved, or the listing/promotion has been provisioned — except where the platform fails to deliver the purchased placement due to its own error.
10. Refund Request Process
To seek a refund or report a cancellation-related issue, the affected user should contact FatafatService support with sufficient details, which may include:
- Registered phone number
- Booking or transaction ID
- Payment reference
- Issue summary
- Supporting evidence such as screenshots or chat history
FatafatService may request additional information before making a decision. Failure to provide reasonably requested information may delay or prevent processing.
11. Processing Timelines
Where a refund is approved, Fatafat Service by LifeMine Technologies LLP will ordinarily initiate the refund within 5 to 10 business days from approval. Actual credit timelines depend on the payment method, bank, UPI provider, payment gateway, or other financial intermediary.
Refunds are typically made to the original payment source. Where that is not reasonably possible, FatafatService may use another lawful method such as bank transfer or platform credit, subject to verification and operational feasibility.
12. Abuse, Fraud, and Chargeback Risk
Fatafat Service by LifeMine Technologies LLP reserves the right to decline refund requests, suspend accounts, reverse promotional benefits, or restrict platform access where it reasonably suspects abuse, fraudulent claims, repeated bad-faith cancellation behaviour, payment misuse, collusive activity, or policy manipulation.
Where a bank chargeback or payment dispute is initiated, FatafatService may contest the dispute using platform records and may place the associated account under review.
13. Changes to this Policy
Fatafat Service by LifeMine Technologies LLP may modify this Refund & Cancellation Policy from time to time for operational, legal, commercial, or regulatory reasons. The latest version published on the platform will apply from its stated effective date unless otherwise required by law.
14. Contact
For refund, cancellation, or payment support queries, users may contact:
Fatafat Service by LifeMine Technologies LLP
Email: support@fatafatservice.com
Privacy / Governance: GC@fatafatservice.com
Website: www.fatafatservice.com