Refunds & cancellation

• Money taken, nothing unlocked — the payment succeeded but the surprise was not unlocked.
• Duplicate payment — you were charged twice for the same order.
• Failed payment — the gateway shows a failure; any debited amount is reversed by your bank, usually within 5–7 working days.
• Our fault — the surprise could not be delivered or was broken because of a defect on our side and we could not fix it.
• Not yet published — you paid but have not published the surprise, and you ask within 7 days.

• The surprise was published and the link was shared or opened.
• The recipient did not react the way you hoped.
• You mistyped a name or message but the surprise worked.
• The link expired naturally after its plan period.
• The account was suspended for abuse or a breach of our terms.

Email care@ehsasmoments.co.in (or call +91 63767 53295) with your registered email, the payment reference and what happened. We acknowledge within 24 hours and decide within 7 working days (UK consumers: refunds are paid within 14 days of our agreement). Approved refunds go back to the original payment method — UPI, card or bank — and typically settle in 5–10 working days depending on your bank.

Plans are one-time purchases, not subscriptions, so there is nothing recurring to cancel. You can delete a published surprise at any time from your dashboard; deletion removes the media but does not create a refund on its own. Please contact us before raising a card chargeback — we will usually refund faster than a dispute takes. Photos and voice notes are deleted 7 days after your link expires. Text and payment records are kept as required by law.

Escalate to our grievance contact. You also keep every remedy your local consumer law gives you — see the country section above.