Refund & Cancellation Policy

1. Nature of the Digital Product

Lovora provides personalized, software-generated interactive digital greeting experiences. When you spend a credit to publish a gift, our servers instantly allocate dedicated storage, compute, and bandwidth resources, generate cryptographic access tokens, and make the interactive web surprise immediately accessible worldwide.

Because our services are customized, generated on demand, and delivered electronically in real time, purchases of published gifts and consumed credits are generally final and non-refundable.

2. Non-Refundable Scenarios

Except as provided under mandatory legal guarantees or the specific technical exceptions listed in Section 3 below, refunds are not provided in the following circumstances:

Refunds will NOT be granted simply because:

You changed your mind after purchasing credits or publishing a gift.
The intended recipient did not open, view, or like the digital surprise.
You entered incorrect text, spelling mistakes, inaccurate birthday dates, or flawed messages. (You can preview everything before publishing).
You selected the wrong visual theme, template, or animation setting.
You uploaded an unwanted, incorrect, or low-resolution image.
You no longer need or wish to share the gift link.
The 30-day lifecycle expired and the gift content was permanently cleaned up as scheduled.

3. Mandatory Exceptions (When Refunds ARE Granted)

We stand behind the technical integrity of our platform. We do not enforce a “no refunds under any circumstances” rule. We will promptly issue a full refund or credit replacement in the following verified scenarios:

Duplicate Billing / Duplicate Charges: If your bank account or card was debited multiple times for a single credit pack order due to a network glitch or payment gateway timeout.
Payment Captured Without Service Delivery: If Razorpay successfully captured your payment, but our database failed to credit your account due to an irrecoverable server error or network partition.
Irrecoverable Technical Failure: If a system fault on Lovora prevents a gift link from rendering or functioning properly despite you holding a valid, active published gift.
Material Discrepancy: If the delivered digital service is materially different from what was advertised on our platform.
Legal Entitlement: Any situation where a refund is strictly required under the applicable consumer protection laws of the Republic of India.

4. How to Request a Refund

If you believe you meet one of the qualifying exceptions above, please contact our support team within seven (7) calendar days of the transaction:

Send an email to lovora.space@gmail.com with the subject line: [REFUND REQUEST] Order #[Your Order/Payment ID].
Include the email address linked to your Google account on Lovora.
Provide the Razorpay Payment ID (e.g. pay_...) found in your bank SMS or payment receipt.
Provide a brief explanation of the technical issue encountered (with screenshots if applicable).

Our team will investigate server logs and payment records and provide a formal written determination within 2 to 3 business days.

5. Refund Disbursement Timeline

Approved refunds will be processed via Razorpay directly back to the original source payment method (bank account, credit/debit card, or UPI VPA) used during checkout.

UPI Payments: Typically reflect within 24 to 48 hours.
Netbanking / Credit & Debit Cards: Typically reflect within 5 to 7 business days, depending on your card issuer or banking institution.

6. Unused Credits & Cancellations

Credit Packs: Once purchased, unspent credits remain in your account balance and never expire. If you purchased credits by mistake and have not consumed any credits from the pack, you may request a refund within 48 hours of purchase.

Gift Cancellation: Once a gift is published and a credit is deducted, the publishing action cannot be reversed or refunded. However, you can delete the gift at any time from your dashboard to permanently remove the content.

7. Chargebacks & Payment Disputes

We take fraudulent payment disputes seriously. If you experience an issue with a transaction, we strongly urge you to contact our support team at lovora.space@gmail.com first before filing a dispute or chargeback with your bank or credit card company.

Most technical payment issues can be verified and settled directly by our team in under 48 hours, whereas formal bank chargebacks can take 30 to 60 days to resolve. In the event of an unjustified or fraudulent chargeback, we reserve the right to suspend the associated Lovora account and invalidate any active gifts.

8. Contact Us

For questions regarding this policy or to check the status of a pending refund request:

Email: lovora.space@gmail.com
Response Window: Within 24 to 48 business hours