Refund policy

1. CANCELLATION POLICY

• Scope. This policy covers (A) Client–Companion bookings (off-platform) and (B) Suhanz paid platform services (e.g., Promoted Placement, ad boosts, listing upgrades).
• A) Client–Companion Bookings (Off-Platform)

• Bookings, deposits, reschedules, and cancellations are agreed directly between the Client and the Companion/agency.
• Each Companion/agency may set their own notice window, no-show rules, and deposit forfeiture terms.
• Suhanz is not a party to these arrangements and does not accept or issue refunds for them.

B) Suhanz Paid Platform Services (Ads/Upgrades)

• Suhanz-initiated cancellation. If we cannot run or continue a paid feature (e.g., inventory unavailability, pricing/technical error, compliance concerns, or a Force Majeure Event), the order may be cancelled. Any amount already paid will be refunded or credited per this Policy.
• Possible reasons. Without limitation: non-availability of ad inventory or durations, temporary suspension of services, pricing/feature inaccuracies, compliance or verification issues, or Force Majeure.
• Contact & additional info. We may contact you (at our discretion) if all or part of your ad order is cancelled or if we require more information to proceed.
• Promo codes. A promo code used on a cancelled ad order cannot be re-used; associated promotional extras (if any) are forfeited.
• Advertiser cancellations (before activation).
• Requests must be emailed Mon–Sat, 10:00–20:00 IST to support@suhanz.com before activation/scheduling of the paid feature.
• Suhanz may accept or reject any cancellation request at its sole discretion.
• If accepted before activation/reservation of inventory, we may issue a credit or refund (as applicable).
• Packages. If your purchase is a bundled ad package (multiple placements/features), cancelling any one component may require cancelling the entire bundle; in such cases, bundle-level rules apply.
• After activation / processed orders. Orders already processed/activated or with reserved inventory cannot be cancelled. Suhanz’s determination of “processed/activated” is final.

Notes

• Credits/refunds (where applicable) are processed to the original payment method or as Suhanz Credits per our Payments, Cancellations & Credits Policy.
• This policy does not affect statutory rights where applicable.

2. REFUNDS, CREDITS & RETURN

Scope. Suhanz is a listing and inquiry platform. We do not sell or ship physical goods and we do not handle client–companion booking payments. This section applies only to fees paid to Suhanz for platform services (e.g., Promoted Placement, ad boosts, listing upgrades, bundle packages). There are no “returns” in the product sense.

A) Client–Companion Bookings (Off-Platform)

• Any deposits, cancellations, reschedules, or refunds are agreed directly between the Client and the Companion/agency.
• Suhanz is not a party to those arrangements and does not issue refunds for them.

B) When a Refund or Credit May Be Considered (Platform Services)

Suhanz may, at its discretion, offer a credit, extension/re-run, or in limited cases a refund if:

• Activation/Delivery Failure: Your paid feature could not be activated or materially failed to deliver due to a Suhanz error (e.g., wrong placement/duration, feature never went live).
• Duplicate/Mistaken Payment: You paid twice for the same order (verified by our gateway).
• Suhanz-Initiated Cancellation: We cancel your order before activation due to inventory unavailability, compliance or verification concerns, pricing/feature inaccuracies, or a Force Majeure Event.

Order of remedies: Wherever reasonable, Suhanz will (i) re-run or extend the service, failing which
(ii) issue Suhanz Credits, and only in exceptional cases (iii) process a monetary refund to the original payment method.

C) Evidence & Filing Window

To help us assess quickly, email support@suhanz.com with:

• Order ID, payment reference/screenshot, and the registered email/phone;
• Screenshots or short screen-recordings of your dashboard/placement status;
• Your requested resolution (extend, re-run, credit).

Filing Window:

• Activation/Delivery Failure: notify within 48 hours of the scheduled start or discovery of the issue.
• Duplicate payment: notify within 7 days of the transaction.

Requests received outside these windows may be declined.

D) Non-Qualifying Scenarios

Suhanz will not provide refunds/credits in the following cases:

• The service was activated/processed and inventory was reserved (including scheduled campaigns).
• You paused, removed, or edited your listing/creative in a way that affected delivery.
• Content was rejected or paused due to policy violations, missing KYC, or incomplete verification.
• Performance expectations: traffic fluctuations, ranking changes, seasonality, or demand variability (we do not guarantee impressions, leads, or conversions).
• Third-party issues: outages or changes in networks, telco, device, browser, or external tools beyond our control.
• Account security: charges arising from compromised credentials or shared access.
• Bundle rules: for bundled packages, cancelling one component may require cancelling the entire bundle; if any part has run/been reserved, the bundle is deemed in process.
• Requests that lack required evidence or are filed outside the window.

E) One-Time Remedy; Finality

Any approved credit/extension/re-run or refund is provided on a one-time basis for the affected order and is considered final for that incident. Repeated or serial claims on the same order are not entertained.

F) Pro-Rata Credits for Material Outages

If a paid placement suffers a material outage attributable to Suhanz (e.g., 24+ consecutive hours during the active window), we may extend the placement or credit proportional value. Cash refunds are not provided for outages unless legally required.

G) Processing & Timelines

• Approved credits/refunds are typically processed within 7–10 business days.
• Credits are issued as Suhanz Credits linked to your account, non-transferable, and valid for 12 months from issuance (unused credits expire).
• Monetary refunds (where granted) are sent to the original payment method only.

H) Chargebacks & Disputes

Filing a chargeback before contacting Suhanz may result in account holds and suspension of promotions until resolved. We may request KYC and additional documents to investigate.

I) No Warranty; No Return Concept

Platform services are provided “as is/available.” Since there are no physical products, concepts like “return,” “replacement,” or product warranty do not apply. This policy does not limit your statutory rights (if any) under applicable law.

Need help with a billing issue? Write to support@suhanz.com with your Order ID and evidence; we’ll review promptly and keep you posted on next steps.