Refund Policy

1. PURPOSE OF THIS POLICY

The purpose of this Refund Policy is to establish transparent procedures regarding:

• (a) Order cancellations;
• (b) Refund eligibility;
• (c) Refund exclusions;
• (d) Wallet credits;
• (e) Reprocessing requests;
• (f) Quality-related complaints;
• (g) Service disputes;
• (h) Lost item claims;
• (i) Damaged item claims;
• (j) Customer compensation requests.

Frebulous seeks to maintain a fair, transparent, and commercially reasonable balance between customer interests, Business Partner interests, Delivery Partner interests, and operational requirements.

2. APPLICABILITY

This Refund Policy applies to all services facilitated through the Frebulous Platform, including but not limited to:

• (a) Laundry services;
• (b) Wash and fold services;
• (c) Wash and iron services;
• (d) Dry cleaning services;
• (e) Premium garment care services;
• (f) Shoe cleaning services;
• (g) Sneaker cleaning services;
• (h) Footwear restoration services;
• (i) Pickup services;
• (j) Delivery services;
• (k) Additional services offered through the Platform.

3. GENERAL REFUND PRINCIPLES

Refunds are not automatic. All refund requests shall be reviewed by Frebulous based upon:

• (a) Order history;
• (b) Service status;
• (c) Delivery records;
• (d) Pickup records;
• (e) Partner reports;
• (f) Investigation findings;
• (g) Supporting evidence;
• (h) Operational circumstances;
• (i) Applicable policies;
• (j) Applicable law.

Frebulous reserves the right to approve, reject, modify, partially approve, partially reject, investigate, or otherwise determine refund requests at its sole discretion, subject to Applicable Law.

4. ORDER CANCELLATION BEFORE PICKUP

Customers may cancel an Order without charge before pickup operations have commenced. For purposes of this Policy, pickup operations are deemed to commence when:

• (a) A Delivery Partner has been assigned;
• (b) Pickup logistics have been initiated;
• (c) A pickup route has been generated;
• (d) The Delivery Partner is dispatched toward the pickup location.

Where an Order is cancelled before pickup operations commence, customers may be eligible for a full refund of eligible amounts paid.

Refunds may be processed through:

• (a) Original payment method;
• (b) Frebulous Wallet;
• (c) Any other method approved by Frebulous.

5. CANCELLATION AFTER DELIVERY PARTNER DISPATCH

Once a Delivery Partner has begun traveling toward the pickup location, cancellation shall generally not be eligible for a refund. The Company incurs operational costs once pickup logistics are activated, including:

• (a) Delivery Partner allocation;
• (b) Route planning;
• (c) Dispatch operations;
• (d) Operational management;
• (e) Transportation expenses.

Accordingly, Orders cancelled after dispatch may be considered completed for billing purposes and may not qualify for refunds. Frebulous reserves the right to determine refund eligibility on a case-by-case basis in exceptional circumstances.

6. CANCELLATION AFTER PICKUP

Orders shall not be eligible for cancellation after successful pickup of customer items. Once items enter the Frebulous logistics network or partner processing network:

• (a) Operational resources have been committed;
• (b) Transportation expenses have been incurred;
• (c) Service fulfillment obligations have commenced.

Accordingly, cancellation requests submitted after pickup may be denied. No refund shall ordinarily be issued for such cancellations.

7. CANCELLATION AFTER PROCESSING COMMENCEMENT

Orders shall not be eligible for cancellation once cleaning, washing, dry cleaning, restoration, repair, treatment, processing, ironing, packaging, or related services have commenced.

Customers acknowledge that:

• (a) Processing activities involve irreversible operational steps;
• (b) Chemicals may have been applied;
• (c) Labor costs may have been incurred;
• (d) Partner resources may have been utilized.

Accordingly, refunds shall generally not be available after processing begins.

8. NON-REFUNDABLE CIRCUMSTANCES

Without limiting other provisions of this Policy, refunds may not be available in circumstances including:

• (a) Customer change of mind after dispatch;
• (b) Cancellation after pickup;
• (c) Cancellation after processing;
• (d) Customer unavailability;
• (e) Incorrect customer information;
• (f) Refusal to accept delivery;
• (g) Failure to respond to support requests;
• (h) Fraudulent conduct;
• (i) Abuse of refund systems;
• (j) Violation of Company policies.

9. REFUND REVIEW PROCESS

Upon receipt of a refund request, Frebulous may conduct an investigation. Such investigation may include:

• (a) Review of order records;
• (b) Review of pickup records;
• (c) Review of delivery records;
• (d) Review of service records;
• (e) Review of communications;
• (f) Review of photographs;
• (g) Review of support tickets;
• (h) Consultation with Business Partners;
• (i) Consultation with Delivery Partners;
• (j) Internal quality assessments.

Frebulous may request additional information from customers. Failure to cooperate with investigations may affect refund eligibility.

10. REFUND APPROVAL

Where a refund request is approved, Frebulous may determine:

• (a) Full refund;
• (b) Partial refund;
• (c) Wallet credit;
• (d) Service credit;
• (e) Promotional credit;
• (f) Alternative compensation.

Refund decisions shall consider the facts and circumstances of each case. Approval of a refund in one matter shall not establish entitlement in future cases.

11. REFUND METHODS

Approved refunds may be processed through:

• (a) Original payment source;
• (b) Frebulous Wallet;
• (c) Alternative methods determined by Frebulous.

The method selected shall depend upon:

• (a) Payment type;
• (b) Technical feasibility;
• (c) Banking restrictions;
• (d) Operational requirements;
• (e) Regulatory requirements.

Frebulous reserves the right to determine the refund mechanism.

12. REFUND TIMELINES

Approved refunds processed to original payment methods are generally initiated within three (3) to five (5) business days. Actual credit timelines may vary depending upon:

• (a) Banks;
• (b) Card issuers;
• (c) UPI providers;
• (d) Payment gateways;
• (e) Financial institutions.

Frebulous shall not be responsible for delays attributable to third-party financial institutions.

13. WALLET CREDITS

Frebulous may issue refunds, credits, compensation amounts, promotional benefits, goodwill gestures, or dispute resolutions through the Frebulous Wallet. Wallet credits may be used for eligible purchases on the Platform subject to applicable policies.

Wallet balances:

• (a) Are not bank deposits;
• (b) Are not interest-bearing instruments;
• (c) Do not constitute stored-value instruments regulated as bank accounts;
• (d) May be subject to restrictions imposed by law.

Further wallet terms may be published separately by Frebulous.

14. CASH ON DELIVERY ORDERS

Certain services may support Cash on Delivery ("COD"). COD availability shall be determined solely by Frebulous. Not all customers, services, locations, or transactions shall be eligible for COD. Frebulous reserves the right to enable, disable, restrict, modify, or withdraw COD facilities at any time.

15. COD REFUNDS

Refunds arising from COD Orders shall generally be provided exclusively through Frebulous Wallet credits. Customers acknowledge and agree that:

• (a) Cash refunds may not be provided;
• (b) Wallet credits may constitute the sole refund mechanism;
• (c) Wallet credits may be utilized for future purchases on the Platform.

Exceptions may be considered solely at Frebulous' discretion where required by law or extraordinary circumstances.

16. FRAUD PREVENTION

Frebulous reserves the right to deny, suspend, investigate, reverse, limit, or refuse refunds where fraudulent activity is suspected. Indicators of fraud may include:

• (a) Repeated refund requests;
• (b) False statements;
• (c) Fabricated evidence;
• (d) Manipulated photographs;
• (e) Abuse of promotional programs;
• (f) Collusion with third parties;
• (g) Misrepresentation of facts.

The Company may suspend accounts while investigations remain pending.

17. QUALITY-RELATED COMPLAINTS

Frebulous is committed to facilitating high-quality laundry, garment care, dry-cleaning, footwear cleaning, and restoration services through its network of independent Business Partners.

Notwithstanding such efforts, customers may occasionally be dissatisfied with the quality of services provided. Customers may submit quality-related complaints regarding:

• (a) Incomplete cleaning;
• (b) Unsatisfactory washing results;
• (c) Residual stains;
• (d) Odors remaining after service;
• (e) Inadequate ironing;
• (f) Packaging concerns;
• (g) Service quality concerns;
• (h) Footwear cleaning concerns;
• (i) Restoration concerns;
• (j) Other legitimate quality-related issues.

All complaints shall be reviewed individually and evaluated based upon available evidence, service records, operational findings, and partner feedback.

18. REPROCESSING REQUESTS

Where Frebulous determines that a quality-related concern may reasonably be addressed through additional processing, the Company may offer reprocessing of the affected item. Reprocessing may include:

• (a) Rewashing;
• (b) Re-ironing;
• (c) Re-cleaning;
• (d) Additional stain treatment;
• (e) Additional deodorization;
• (f) Additional footwear cleaning;
• (g) Additional restoration efforts;
• (h) Other corrective measures.

Reprocessing shall be offered solely at the discretion of Frebulous. Frebulous does not guarantee that reprocessing will completely eliminate all stains, odors, discoloration, marks, wear, damage, or other conditions. Certain stains, odors, and material conditions may be permanent or resistant to treatment.

19. PARTIAL REFUNDS FOR QUALITY ISSUES

Where reprocessing is not feasible, appropriate, sufficient, or desired by the customer, Frebulous may consider providing a partial refund. The amount of any partial refund shall be determined after consideration of:

• (a) Nature of the complaint;
• (b) Service category;
• (c) Order value;
• (d) Quality assessment findings;
• (e) Partner reports;
• (f) Evidence submitted;
• (g) Customer history;
• (h) Operational records.

No fixed refund percentage is guaranteed. Each matter shall be evaluated independently.

20. CUSTOMER SATISFACTION REVIEWS

Frebulous may undertake internal reviews of customer complaints to determine whether additional goodwill measures are appropriate. Such measures may include: (a) Promotional credits; (b) Wallet credits; (c) Future service discounts; (d) Complimentary services; (e) Service adjustments; (f) Other customer support resolutions.

Such measures are discretionary and do not constitute legal obligations.

21. DELAYED PICKUPS

Pickup schedules provided through the Platform are estimates only. Delays may occur due to: (a) Traffic conditions; (b) Weather conditions; (c) Operational constraints; (d) Partner availability; (e) Vehicle breakdowns; (f) Government restrictions; (g) Force majeure events; (h) Technical disruptions.

Delayed pickups do not automatically qualify for refunds. Compensation requests arising from pickup delays shall be reviewed on a case-by-case basis.

22. DELAYED DELIVERIES

Delivery estimates are indicative and non-binding. Delivery timing may be affected by factors such as traffic, weather, facility delays, or unforeseen operational events. Where delivery delays occur, Frebulous may evaluate compensation requests individually.

Potential remedies may include: (a) Wallet credits; (b) Coupons; (c) Promotional benefits; (d) Partial refunds; (e) Alternative resolutions. No compensation shall be guaranteed solely due to a delay.

23. CUSTOMER REPORTING REQUIREMENTS

Customers are encouraged to inspect all delivered items promptly upon receipt. Issues relating to missing items, damage, or quality concerns should be reported as soon as reasonably possible. Frebulous reserves the right to request evidence supporting any complaint.

24. MISSING ITEM CLAIMS

If a customer believes that one or more items are missing from an Order, the customer must notify Frebulous within forty-eight (48) hours of delivery. Claims submitted after this window may be denied due to evidentiary limitations.

The Company may investigate claims by reviewing pickup records, facility logs, processing records, and partner reports.

25. LOST ITEM INVESTIGATIONS

Frebulous shall undertake commercially reasonable efforts to investigate reports of allegedly lost items. Investigations may involve logistics reviews, partner consultations, and internal audits. Customers agree to cooperate with reasonable requests for information during investigations.

26. LOST ITEM COMPENSATION

Where Frebulous determines an item has been lost while under authorized custody, compensation may be considered based on item type, age, condition, and market value. Frebulous reserves the right to determine the appropriate compensation amount, if any. Submission of a claim does not guarantee compensation.

27. GARMENT DAMAGE CLAIMS

Garments may occasionally be susceptible to damage due to fabric weakness, existing wear, or manufacturing defects. Customers seeking compensation must provide supporting evidence, and Frebulous will investigate all such claims prior to determining eligibility.

28. GARMENT COMPENSATION ASSESSMENT

Where damage is determined to have occurred during service fulfillment, compensation may be considered. Possible resolutions may include: (a) Reprocessing; (b) Repair assistance; (c) Partial refund; (d) Wallet credit; (e) Monetary compensation. No predetermined compensation formula shall apply.

29. FOOTWEAR DAMAGE CLAIMS

Cleaning and restoration may involve specialized treatments. Claims relating to footwear damage shall be evaluated individually. Customers may be required to submit photographs, purchase details, and a description of the alleged damage.

30. FOOTWEAR COMPENSATION ASSESSMENT

Assessment factors for footwear compensation include age, material type, extent of damage, and repair feasibility. Any compensation shall be determined on a case-by-case basis; no specific amount is guaranteed.

31. PRE-EXISTING DAMAGE

Frebulous shall not be responsible for damage resulting from existing tears, holes, discoloration, adhesive failure, or natural wear and tear. Where pre-existing conditions are identified, compensation claims may be denied.

32. EVIDENCE REQUIREMENTS

Frebulous may require supporting evidence—such as photographs, videos, or purchase receipts—before processing claims. Failure to provide requested information may affect claim eligibility.

33. FALSE OR FRAUDULENT CLAIMS

Customers shall not submit false or misleading claims or fabricated evidence. Frebulous reserves the right to reject claims, suspend accounts, and report unlawful activity to authorities.

34. CASE-BY-CASE RESOLUTION PRINCIPLE

The Company reserves the right to evaluate each matter independently. Possible outcomes include no refund, partial or full refunds, credits, or alternative resolutions. No previous resolution shall create a precedent or obligation in future matters.

35. EXCLUSIONS FROM REFUND ELIGIBILITY

Without limiting any other provision of this Refund Policy, refunds, compensation, reimbursements, credits, adjustments, or other remedies may be denied where:

• (a) The customer fails to comply with Platform policies;
• (b) Required information is not provided;
• (c) Claims are submitted outside applicable reporting periods;
• (d) Evidence is unavailable or insufficient;
• (e) The complaint cannot be reasonably verified;
• (f) The issue resulted from customer actions;
• (g) The issue resulted from inaccurate information provided by the customer;
• (h) The issue resulted from force majeure events;
• (i) The issue resulted from third-party conduct outside the reasonable control of Frebulous;
• (j) Fraudulent activity is suspected.

Frebulous reserves the right to determine eligibility based on the facts and circumstances of each matter.

36. EXCLUSIONS FOR GARMENTS AND TEXTILES

Frebulous shall not ordinarily be responsible for issues arising from:

• (a) Fabric deterioration;
• (b) Weak fibers;
• (c) Existing tears;
• (d) Existing damage;
• (e) Hidden defects;
• (f) Manufacturing defects;
• (g) Color bleeding resulting from inherent fabric characteristics;
• (h) Shrinkage caused by manufacturer specifications;
• (i) Damage arising from inaccurate care labels;
• (j) Damage resulting from prior alterations or repairs.

Customers acknowledge that some garments may react unpredictably to cleaning, washing, drying, pressing, steaming, stain treatment, restoration, or related processes. Frebulous and its Business Partners reserve the right to refuse treatment of items considered high risk.

37. EXCLUSIONS FOR FOOTWEAR

Frebulous shall not ordinarily be responsible for:

• (a) Weak adhesives;
• (b) Existing cracks;
• (c) Material deterioration;
• (d) Sole separation arising from age-related wear;
• (e) Color instability;
• (f) Manufacturing defects;
• (g) Structural weaknesses;
• (h) Prior repair failures;
• (i) Material degradation caused by prolonged use;
• (j) Damage resulting from inaccurate customer disclosures.

Customers acknowledge that footwear restoration, cleaning, deodorization, repainting, polishing, and treatment services may involve inherent risks depending upon the condition of the footwear.

38. HIGH-VALUE ITEMS

Customers are strongly encouraged not to submit exceptionally valuable items through the Platform unless specifically authorized by Frebulous. Examples may include:

• (a) Luxury garments;
• (b) Designer garments;
• (c) Rare footwear;
• (d) Collectible footwear;
• (e) Limited-edition items;
• (f) Antique textiles;
• (g) Heirloom garments;
• (h) Museum-quality items.

Where high-value items are submitted without prior disclosure, compensation assessments may be limited based upon available information and reasonable valuation principles. Customers may be required to provide purchase documentation, invoices, certificates, or other supporting evidence.

39. REFUSAL OF COMPENSATION REQUESTS

Frebulous reserves the right to deny compensation requests where liability cannot be established, evidence is insufficient, claims appear speculative, or supporting documentation is unavailable. The alleged issue must be verifiable, the customer must cooperate with investigations, reporting deadlines must be met, and the claim cannot relate to pre-existing conditions.

The Company's determination shall be based upon available records, investigations, operational findings, and applicable legal requirements.

40. PAYMENT REVERSALS AND CHARGEBACKS

Users agree not to improperly initiate chargebacks, payment reversals, payment disputes, or banking disputes for legitimate transactions. Where a User initiates a chargeback or payment reversal, Frebulous reserves the right to:

• (a) Investigate the matter;
• (b) Suspend services;
• (c) Suspend accounts;
• (d) Recover amounts owed;
• (e) Offset credits;
• (f) Recover operational costs;
• (g) Pursue legal remedies.

The Company may provide transaction records, service records, communications, delivery records, and related documentation to financial institutions in connection with dispute resolution proceedings.

41. REFUND REVERSALS

Frebulous reserves the right to reverse, recover, cancel, offset, suspend, or reclaim refunds, credits, wallet balances, promotional benefits, or compensation amounts where:

• (a) Refunds were issued in error;
• (b) Fraud is identified;
• (c) Duplicate refunds occurred;
• (d) Technical errors occurred;
• (e) Banking errors occurred;
• (f) Abuse of refund systems is detected.

Users authorize Frebulous to take reasonable measures necessary to recover amounts improperly credited.

42. FREBULOUS WALLET REFUNDS AND CREDITS

Wallet credits issued by Frebulous may be subject to additional terms and conditions. Unless otherwise required by Applicable Law:

• (a) Wallet credits may not be redeemable for cash;
• (b) Wallet credits may not be transferable;
• (c) Wallet credits may not be sold;
• (d) Wallet credits may not be assigned;
• (e) Wallet credits may be restricted to Platform usage.

Frebulous reserves the right to establish expiration periods, usage restrictions, promotional conditions, or operational limitations relating to wallet credits.

43. ABUSE OF REFUND SYSTEMS

Frebulous maintains zero tolerance for misuse of refund, compensation, promotional, goodwill, or dispute resolution processes. Activities that may constitute abuse include:

• (a) Repeated unsupported complaints;
• (b) False allegations;
• (c) Fabricated evidence;
• (d) Manipulation of claims;
• (e) Coordinated abuse;
• (f) Promotional exploitation;
• (g) Refund fraud;
• (h) Account misuse.

Where abuse is suspected, Frebulous may reject claims, restrict account privileges, suspend or terminate accounts, recover amounts paid, and pursue legal remedies.

44. CUSTOMER COOPERATION

Customers agree to cooperate fully with investigations relating to refund requests, damage claims, missing item claims, quality concerns, delivery disputes, or fraud investigations. Failure to cooperate may affect eligibility for refunds, compensation, credits, or other remedies.

45. NO GUARANTEE OF REFUND

Submission of a complaint, support ticket, claim, dispute, review, grievance, or request does not create an automatic entitlement to refunds, compensation, wallet credits, monetary payments, service credits, or promotional benefits. All outcomes remain subject to review, investigation, verification, and Company policies.

46. LIMITATION OF LIABILITY

To the fullest extent permitted by Applicable Law, Frebulous, its affiliates, officers, directors, employees, contractors, Delivery Partners, Business Partners, agents, licensors, successors, and assigns shall not be liable for indirect, consequential, special, incidental, punitive, or exemplary damages, including loss of business, profits, opportunities, emotional distress, or reputational damage.

Any compensation approved by Frebulous shall be determined based upon the specific circumstances of the matter and applicable legal requirements.

47. FORCE MAJEURE

Frebulous shall not be responsible for delays, interruptions, failures, service disruptions, refund delays, compensation delays, delivery delays, or operational issues arising from events beyond its reasonable control. Such events may include natural disasters, floods, earthquakes, fires, epidemics, pandemics, government restrictions, civil disturbances, war, terrorist acts, transportation disruptions, internet outages, utility failures, labor disputes, or supply chain disruptions. Refunds or compensation shall not automatically arise solely because a force majeure event occurred.

48. GOVERNING LAW

This Refund Policy shall be governed by and interpreted in accordance with the laws of India. Nothing contained in this Policy shall limit mandatory consumer rights available under Applicable Law.

49. DISPUTE RESOLUTION

Customers are encouraged to first contact Frebulous customer support for resolution of concerns. The Company shall endeavor to review complaints, claims, disputes, and refund requests in a fair and commercially reasonable manner. Where disputes remain unresolved, parties may pursue remedies available under Applicable Law and the dispute resolution provisions contained within the Frebulous Terms of Use.

50. POLICY MODIFICATIONS

Frebulous reserves the right to amend, revise, replace, supplement, modify, or update this Refund Policy at any time due to legal developments, regulatory requirements, operational changes, business requirements, technological developments, or security requirements. Updated versions shall become effective upon publication unless otherwise specified. Continued use of the Platform following publication constitutes acceptance of revised terms.

51. CONTACT US

For refund requests, compensation requests, quality complaints, damage claims, missing item reports, delivery disputes, cancellation requests, or policy-related inquiries, users may contact:

52. FINAL ACKNOWLEDGEMENT

By placing an Order, utilizing the Platform, submitting items for processing, accepting delivery, requesting refunds, receiving wallet credits, or otherwise engaging with Frebulous services, Users acknowledge that they have read, understood, and agreed to this Refund, Cancellation, Reprocessing and Compensation Policy.

Users further acknowledge that all refund requests, compensation requests, quality-related complaints, and service disputes shall be governed by this Policy together with the Frebulous Terms of Use, Privacy Policy, and applicable laws of India.

END OF REFUND, CANCELLATION, REPROCESSING AND COMPENSATION POLICY