Refund & Cancellation Policy
We are committed to transparency in our billing. This policy explains when refunds are available and how to request them.
Last Updated: May 14, 2026
Quick Summary
Wallet Recharges
Non-Refundable (except errors)
Subscription Fees
Non-Refundable (post-use)
AI Services
Non-Refundable (post-delivery)
Failed Payments
Full Refund Within 7 Days
Table of Contents
1. Overview
This Refund and Cancellation Policy ("Policy") governs all payments made to Flamezo, a product of Onomatrix AI ("Flamezo," "we," "us," or "our"), for platform subscriptions, wallet recharges, and add-on services. We encourage you to read this Policy carefully before making any payment. By making a payment to Flamezo, you acknowledge that you have read, understood, and agree to this Policy. Last Updated: May 14, 2026
2. Subscription Fees
2.1 Silver Plan
The Silver Plan is free of charge. No subscription fees are collected, and therefore no refund applies.
2.2 Gold Plan — Monthly Floor Recovery
The Gold Plan operates on a commission + monthly floor model: • 1.5% commission is deducted automatically from each order processed. • End-of-month floor recovery charges (shortfall to meet the ₹399 monthly minimum) are charged after the service has already been rendered for that month. Since floor recovery charges are for services already consumed, these charges are non-refundable once deducted.
2.3 Prepaid Subscription Upgrades
If you prepay for a subscription upgrade or any fixed-fee plan feature: • Refund requests made within 7 days of payment, with no significant platform usage, may be considered on a case-by-case basis. • After 7 days, or after significant platform usage (e.g., orders processed, campaigns sent), subscription fees are non-refundable.
3. Wallet Recharges
The Flamezo Unified Wallet operates on a prepaid model (1 Coin = ₹1, 18% GST applied at recharge).
3.1 Non-Refundable Wallet Credits
Wallet recharges are generally non-refundable once credited to your account. This includes: • Recharge bonus credits (e.g., 10% bonus at ₹2,999+, 20% bonus at ₹4,999+) • Credits used for SMS, WhatsApp, Email campaigns • Credits consumed for AI image generation or enhancement • Credits used for lead unlocks
3.2 Exceptional Refund Circumstances
We will consider refund requests for unused wallet balance under the following exceptional circumstances: • Account closure due to business cessation (with supporting documentation) • Technical error resulting in duplicate payment (supported by payment gateway transaction records) • Fraudulent charge not authorized by the account holder (subject to investigation) Refund requests under these circumstances must be submitted within 30 days of the payment date.
3.3 Recharge Bonus Forfeiture
Recharge bonuses (₹1, 10%, or 20% bonus credits) are promotional credits and are forfeited upon account closure or in the event of a refund. Refunds of wallet recharges will be processed on the base recharge amount only, net of any bonuses already granted.
4. Add-On & Usage-Based Services
4.1 Communication Charges (SMS / WhatsApp / Email)
Charges for messages sent (SMS at ₹0.25, WhatsApp at ₹1.20, Email at ₹0.05) are non-refundable once the message has been dispatched, regardless of whether the recipient received or opened the message. Failed message deliveries are not charged.
4.2 AI Creative Services
AI Dish Generation (₹10/image) and AI Image Enhancement (₹5/image) charges are non-refundable once the AI generation request has been processed and an output image has been delivered to your account, regardless of whether you choose to use the generated image. If a technical error results in a failed generation (no image delivered), the charge will be reversed to your wallet automatically within 24 hours.
4.3 Lead Unlock Charges
Lead unlock charges (₹1/lead for leads older than 24 hours, Gold plan only) are non-refundable once the customer contact details have been revealed to you.
4.4 Delivery Handling Charges
The ₹5.00 delivery handling charge per order is non-refundable once a delivery has been dispatched to a logistics partner (Borzo/Flash). In the event of a failed pickup or platform-side error in dispatch, you may contact us for a credit review.
5. Customer Order Payments (End-Consumer Transactions)
Payments made by end-consumers (your restaurant's customers) via the Flamezo ordering platform are processed on behalf of your restaurant.
5.1 Consumer Refunds
Refund decisions for consumer orders (e.g., wrong order, quality issues) are the sole responsibility of the restaurant partner. Flamezo provides tools to initiate refunds through the dashboard, but the refund obligation rests with you as the restaurant operator.
5.2 Payment Gateway Disputes
In the event of a chargeback or payment dispute raised by a consumer with their bank or card network, the dispute handling will follow the payment gateway provider's (Razorpay's) chargeback resolution process. Flamezo will cooperate in providing transaction evidence but is not liable for chargeback losses attributed to your restaurant's operations.
6. Referral Credits
Referral credits (₹500 credited to both referrer and referee upon qualifying recharge of ₹1,000+) are promotional wallet credits and are:
- •Non-transferable to cash or other accounts
- •Forfeited if the qualifying recharge is reversed or refunded
- •Subject to reversal if referral conditions are found to have been violated
- •Valid only for use within the Flamezo platform
7. Cancellation Policy
7.1 Cancellation by Restaurant Partner
You may cancel your Flamezo subscription at any time by: • Contacting us at contact@flamezo.in • Submitting a cancellation request through the dashboard Cancellation takes effect at the end of your current billing month. You will retain access to the platform until the end of the paid period. No prorated refunds are issued for mid-cycle cancellations.
7.2 Effects of Cancellation
Upon cancellation: • Your account is downgraded to Silver (free) plan or deactivated, based on your request. • Any unused wallet balance (excluding bonuses) remains accessible if you reactivate within 90 days. • After 90 days of inactivity, unused wallet balance may be forfeited as per our dormancy policy. • All data associated with your account is retained for 30 days after cancellation, after which it may be permanently deleted.
7.3 Cancellation by Flamezo
Flamezo reserves the right to cancel your account for violations of our Terms of Service, fraudulent activity, or non-payment. In cases of account cancellation by Flamezo for cause, no refund will be issued for any fees paid. In the event we cancel your account for reasons unrelated to your conduct (e.g., service discontinuation), we will provide 30 days' notice and offer a prorated refund of any prepaid unused subscription fees.
8. How to Request a Refund
To request a refund, please follow these steps:
- •Email us at contact@flamezo.in with subject line: "Refund Request - [Your Restaurant Name]"
- •Include your registered email address, restaurant name, and transaction ID
- •Describe the reason for the refund request
- •Attach any supporting documents (screenshots, payment receipts)
- •We will acknowledge your request within 2 business days
- •Eligible refunds are processed within 7–10 business days to the original payment method
Refund requests that do not meet the eligibility criteria outlined in this Policy will be declined with a written explanation.
9. Failed / Erroneous Payments
If you were charged due to a technical error, duplicate payment, or system failure:
- •Contact us at contact@flamezo.in within 7 days of the erroneous charge
- •Include the payment gateway transaction ID and amount
- •Verified erroneous charges will be refunded within 5–7 business days
- •Refunds will be credited to the original payment method used
10. GST on Refunds
All refunds of wallet recharges or subscription fees are processed on the net amount (excluding GST). GST already collected and remitted to the government cannot be refunded directly by Flamezo. If eligible, you may claim GST input tax credit as per applicable Indian tax law with the tax invoice provided at time of purchase.
11. Contact Us
For all refund, cancellation, or billing queries, please reach out to us:
Flamezo by Onomatrix AI
Email: contact@flamezo.in
Phone: +91 7801838526
Address: Surat, Gujarat, India
Website: https://www.flamezo.in