Cancellation & Refund Policy

HeartNotes is a personalized digital product and service. Once a personalized HeartNote has been successfully generated, payments are non-refundable except where HeartNotes is unable to provide the purchased service.

Refunds may be available for:

• Unsuccessful or failed orders where payment was captured but the order or service was not successfully created;
• Duplicate payments for the same order;
• Successful payment followed by a HeartNotes technical failure where the purchased HeartNote cannot be generated or the purchased service cannot ultimately be provided; and
• Other genuine payment or service issues, reviewed by HeartNotes on a case-by-case basis where appropriate.

For technical failures, HeartNotes may first attempt to correct or reprocess the service. If HeartNotes cannot provide the purchased service, an appropriate refund may be issued.

Refunds are not available merely because:

• the customer changes their mind;
• the customer does not like the completed HeartNote;
• the customer entered incorrect information;
• the customer later decides they no longer want the HeartNote;
• the customer deletes their HeartNote after successful generation;
• the recipient does not open, access, or use the HeartNote; or
• the recipient does not like the HeartNote.

Where the product supports editing, users can correct customer-provided information, but correcting such information does not create a refund entitlement.

Where a customer has purchased the wrong occasion or package, HeartNotes may assist the customer in obtaining the correct occasion or package through an exchange or other suitable correction, subject to the circumstances of the order.

Customers may delete their created HeartNote where the account functionality permits. Super Admin may also delete HeartNotes where appropriate. If a HeartNote is deleted, associated uploaded photographs and related media are intended to be deleted according to the product's data-retention rules.

Deletion of a successfully generated paid HeartNote does not itself create a refund entitlement.

Refund requests should generally be submitted within 48 hours of the relevant payment or issue, unless a different period is required by applicable law or the circumstances require otherwise.

Refund calculations are based on the amount actually paid by the customer. Where a promotional code, discount, or other offer was applied, any approved refund will generally be limited to the amount actually paid for the relevant order and will not include the value of the discount.

Approved refunds are generally returned to the original payment method used for the transaction, subject to the capabilities and processing requirements of the relevant payment provider. The time required for a refund to appear in the customer's account may vary depending on the payment method, bank, and payment provider.

HeartNotes may process payments through Razorpay or another payment provider. HeartNotes does not store full card numbers, CVV, UPI PIN, or similar sensitive payment credentials. Refunds are initiated through the applicable payment system or provider.

To request a refund, contact us at support@myheartnotes.in. Where available, please include:

• your order or payment reference;
• the email or phone number used for the transaction, where applicable;
• the reason for the refund request; and
• any relevant screenshots or technical details that may be helpful.

If you cannot access a legitimately purchased HeartNote because of a HeartNotes-side problem, please contact us at support@myheartnotes.in and we will investigate the issue and assist with restoring access, correcting the problem, or otherwise resolving the service issue.

HeartNotes may investigate refund requests involving suspected fraud, payment manipulation, repeated refund abuse, misuse of promotional offers, or other abusive activity. HeartNotes may decline a refund request where the request is fraudulent or abusive, subject to applicable law.

We encourage customers to contact HeartNotes at support@myheartnotes.in so that payment or service issues can be investigated and resolved promptly. Customers retain any rights available to them under applicable law and the rules of their payment provider or issuing bank.

HeartNotes may update this Cancellation & Refund Policy from time to time. The effective date at the top of this page will be updated when appropriate.

Questions about this policy can be sent to support@myheartnotes.in.

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