Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all users and vendors of Hometown Offers Private Limited (“hoTo – Hometown Offers”). By making any payment on the platform, you acknowledge and accept the terms described in this policy.

Company Details

Hometown Offers Private Limited No. 12, Sample Street, Nagapattinam – 611001, Tamil Nadu, India Effective Date: 14 November 2025 For Refund/Cancellation Support: info@hotoof.com

Purpose of This Policy

This policy outlines conditions for refunds, cancellations, dispute handling, and special cases applicable to both vendors and customers, in compliance with the Consumer Protection Act, 2019, IT Act, 2000, and RBI Guidelines.

Subscription Payments

Vendors pay a monthly or annual subscription fee to access the hoTo vendor dashboard, publish exclusive offers, and receive analytics and customer engagement tools. Payments are securely processed via authorized gateways like Paytm.

Activation & Non-Cancellable Policy

Once vendor account activation is completed (immediately or within 24 hours of payment), the service is considered delivered. The subscription becomes non-cancellable, and no refunds are allowed after activation.

Cancellation Before Activation

A vendor may request cancellation ONLY within the first 24 hours after payment AND before the account is activated. A written request must be emailed to info@hotoof.com with business name, registered number, transaction ID, payment date, and reason for cancellation.

Refund Timeline for Pre-Activation Requests

If all conditions are met, the full subscription amount will be refunded within seven (7) working days to the original payment method.

Duplicate Payments

If a vendor is charged multiple times due to technical issues, the excess amount(s) will be refunded after verification. The vendor must report this within 48 hours by emailing info@hotoof.com with bank statements and transaction IDs.

Technical Activation Failure

If hoTo is unable to activate a vendor’s account due to internal system failures persisting for more than 48 hours, vendors may request a full refund. Evidence such as screenshots, ticket numbers, and timestamps must be shared.

Refund Processing Conditions

Refund processing time of seven (7) working days begins only after approval. Refunds are always returned to the same source (bank/UPI/card) used for the original transaction. Gateway fees or taxes deducted by the payment partner will not be reimbursed.

Denial of Refund

Refunds will not be provided if a vendor violates platform policies, publishes misleading offers, fails to honor redemptions, engages in fraud, or requests cancellation after customer engagement begins.

Wallet Recharge Policy

All wallet recharges are final. Once hoTo Points are credited, no cash refunds are permitted. hoTo Points represent promotional loyalty value, not stored legal tender.

Failed Recharge Transactions

If money is deducted but points are not credited due to technical errors, Paytm will automatically refund the amount to the original payment method within 5–7 business days. No action required from the customer.

Escalation for Non-Auto Refund

In rare cases where Paytm does not auto-refund within seven days, customers can email info@hotoof.com with transaction ID, reference number, and screenshot. hoTo will coordinate with Paytm for resolution.

Duplicate Wallet Recharges

If a customer mistakenly performs duplicate recharges and duplicate points are credited, the excess recharge amount will be refunded within 48 hours after validation. If any duplicate points are redeemed, refund will be provided only for the unredeemed portion.

Vendor Offer Not Honored

If a vendor fails to honor a valid offer after hoTo Point redemption, the deducted points will be restored and an additional 100 hoTo Points will be credited within 72 hours. Proof such as bill photo and app confirmation must be provided.

How to Request a Refund

All requests must be submitted via email to info@hotoof.com or through the in-app support ticket system. Requests must include registered mobile number, transaction ID, date of payment, and issue description.

Verification

hoTo may request additional documents such as identity proof, transaction screenshots, or bank statements before approving any refund request.

Non-Eligible Scenarios

Refunds will not be issued for user mistakes, misunderstanding of offer terms, change of mind, or connectivity issues on the user’s device or network.

Fraud Prevention

Submitting false claims or fabricated screenshots may result in account termination, forfeiture of hoTo Points, and potential legal action.

Policy Updates

This Refund & Cancellation Policy may be updated periodically. Major changes will be notified via email, app notifications, or website updates at least 15 days before enforcement.

Email: info@hotooffers.com Helpline: +91-84284 28932 (Mon–Sat, 10:00 AM – 6:00 PM IST) Website: https://hotooffers.com/refund-policy