Cancellation & Refund Policy

1. Scope

This policy applies to paid digital creation, publication, and hosting services purchased from fromKay. Flowers are currently free and do not involve a payment or refund. The price, currency, and service included in a paid order are shown before checkout.

Payments are processed by Razorpay. A purchase is completed only when the payment is successfully confirmed and fromKay accepts the order for publication or access.

2. Cancellations

You may leave or close checkout before completing payment without charge. Once payment is successfully completed, the order cannot be cancelled because fromKay begins providing the personalised digital service immediately.

Deleting, unpublishing, or choosing not to share a completed page does not cancel the order or create a refund right.

3. Refund eligibility

Completed purchases are final. We do not provide refunds for a change of mind, choosing the wrong occasion or theme, information or media supplied incorrectly by the creator, deciding not to use or share the page, a recipient’s reaction, or a request to delete the page.

A refund or payment correction may be available only where:

• the same order was charged more than once;
• fromKay charged an amount different from the amount displayed at checkout;
• payment was confirmed but the purchased service was not made available because of a failure solely within fromKay’s control, and we cannot provide or restore it within a reasonable period;
• the service supplied is materially different from the paid order and we cannot correct it;
• we expressly approve a refund after reviewing exceptional circumstances; or
• applicable law requires a refund or other remedy.

Suspension or removal caused by fraud, unlawful content, infringement, abuse, or another breach of our Terms & Conditions does not create a refund right, except where applicable law requires otherwise.

4. Failed, pending, duplicate, and unauthorised payments

A failed or pending transaction is not a completed purchase. If your account is debited but fromKay does not receive payment confirmation, the bank or payment provider will ordinarily reverse the transaction under its procedures and applicable payment-system timelines. We will assist with reconciliation where reasonably possible.

Verified duplicate charges will be corrected to the original payment method. For a payment you did not authorise, contact your bank or payment provider immediately and also notify us so we can preserve relevant order records and investigate. Do not send us a card number, UPI PIN, password, or one-time verification code.

5. How to raise a payment issue

Email hello@fromkay.com promptly, preferably within seven days after the transaction. Include the email used for the order, the fromKay order or payment reference, the transaction date and amount, and a brief description of the issue. This preferred reporting period does not limit a right or remedy that applicable law gives you for a longer period.

We may ask for additional information reasonably needed to verify the purchaser, order, and payment. Never send full payment credentials or authentication secrets.

6. Approved refund processing

If a refund is approved, we will initiate it to the original payment method. Bank, card network, UPI, and Razorpay processing times are outside our direct control, so the credit may take additional business days to appear after initiation. We do not normally issue a refund to a different account or by cash.

Any taxes or charges will be treated as required by applicable law and the payment provider’s rules. We will provide the available refund reference after initiation.

7. Changes and contact

We may update this policy to reflect changes in the service, payment provider, operations, or law. The policy in effect when an order is placed applies to that order unless a later change is required by law or is more favourable to you.