Refund Policy

1. How Payments Work on POPPIFY

POPPIFY does not process or hold payments. When you place an order, the business displays a QR code for direct bank transfer (or, where a business accepts it, a debit card or other direct method). You complete the payment through your own banking app, then upload a screenshot of the payment confirmation and enter the bank's journal ID or transaction ID in the app. The business reviews this proof and confirms receipt of payment before preparing your order. Because funds move directly between your bank account and the business's bank account, refunds are generally the responsibility of the business that received the payment — POPPIFY has no ability to reverse or redirect a bank transfer.

2. Payment Proof, Journal IDs, and Transaction IDs

The payment screenshot, journal ID, and transaction ID you submit are your evidence that a payment was made, and the business's evidence that a payment was received. Keep your own copy of your bank's transaction receipt in addition to what you upload in-app — if a refund or dispute needs to go through your bank, your bank will typically require its own transaction reference, not just the in-app record.

3. Customer Responsibilities

To protect yourself and enable a smooth refund process if something goes wrong, you should:

• Double-check the QR code and amount before paying — confirm you are paying the correct business for the correct order
• Upload a clear, complete payment screenshot and the correct journal/transaction ID immediately after paying
• Keep your bank's own transaction record until the order is completed
• Report a payment problem or order problem as soon as you notice it, through in-app chat with the business and, if unresolved, through Help & Support
• Respond promptly if a business requests clarification about your payment

4. Business Responsibilities

Businesses are responsible for:

• Reviewing submitted payment proof promptly and in good faith
• Confirming receipt of payment (or explaining why it cannot be confirmed) within a reasonable time
• Honoring their own stated refund practices for cancellations, out-of-stock items, damaged goods, or incorrect items
• Processing an agreed refund via direct bank transfer back to the customer within a reasonable time after the refund is agreed
• Communicating clearly with the customer throughout a refund or dispute

5. Refund Eligibility

Refund eligibility is generally determined by the business, consistent with the nature of the issue. Common eligible situations include: the order was cancelled before preparation began, the product was out of stock and could not be substituted, the product arrived damaged or significantly not as described, the wrong product was delivered, a duplicate payment was made for the same order, or a payment was sent to the wrong business or for the wrong amount. Businesses are expected to act in good faith and in line with the fulfillment status of the order (see our Terms of Use, Section 6).

6. Refund Timeframes

Because refunds are issued directly by the business via bank transfer, timeframes depend on the business and the receiving bank, and can vary. As a general guide: a business should acknowledge a refund request within 2–3 business days, and where a refund is agreed, funds are typically returned within 5–7 business days, though your bank's own processing time may extend this. If a business is unresponsive or a refund is significantly delayed without explanation, contact Help & Support so we can assist or step in where appropriate.

7. Wrong Payments and Duplicate Payments

If you accidentally send payment to the wrong business, for the wrong order, or send a duplicate payment for an order you already paid for, contact the receiving business immediately through in-app chat with your payment proof, and also notify Help & Support. A business that receives a payment not intended for it is expected to cooperate in good faith to help you recover the funds or apply it correctly. If a business refuses to cooperate with a legitimate wrong-payment claim, you may report it through Help & Support and, if criminal fraud is suspected, escalate directly to your bank and, where appropriate, the relevant Bhutanese authorities.

8. Cancelled Orders

Customer Cancellation. A customer may cancel an order while it is still Pending or Awaiting Verification (i.e., before the business has confirmed payment). If payment has already been sent for an order cancelled at this stage, the business should refund the full amount. Once a business has confirmed payment and begun preparing an order, cancellation is at the business's discretion and may be subject to their own cancellation policy communicated to you at that time.

Business Cancellation. A business may cancel an order it cannot fulfil (for example, due to stock unavailability). If payment was already made, the business must refund the customer in full within the timeframe described in Section 6.

9. Out-of-Stock Products

If an item you ordered is unexpectedly out of stock, the business should notify you promptly and offer either a substitute item (with your agreement), a partial refund for the unavailable item, or a full refund/cancellation of the order if you prefer not to proceed.

10. Damaged or Incorrect Products

If a product arrives damaged, defective, or different from what you ordered, contact the business through in-app chat as soon as possible with photos of the issue. The business should offer a replacement, exchange, or refund consistent with the nature of the problem. If the business does not respond or refuses a reasonable resolution, you may escalate through Help & Support.

11. Service Disputes

For services arranged through a business's storefront, disputes about service quality or what was agreed should first be raised directly with the business (services on POPPIFY are arranged directly between you and the business by call or in-app chat). Refund or credit for a disputed service is at the business's discretion, informed by their stated policies and the specifics of the dispute; POPPIFY may assist in facilitating communication where a resolution cannot be reached directly.

12. Hotel Bookings

For hotel or room bookings made through a business's storefront, cancellation and refund terms are set by the individual business (for example, free cancellation up to a certain number of days before check-in, or a non-refundable rate). Review the specific room's cancellation terms, where shown, before booking. Where terms are not clearly stated, contact the business before booking to confirm its policy.

13. Fraud Investigations

If a refund dispute involves suspected fraud — such as a business falsely claiming non-receipt of a payment that was genuinely sent, or a customer falsely claiming non-payment — POPPIFY may investigate using the payment proof, journal/transaction IDs, and chat history associated with the order. Accounts found to have engaged in fraudulent refund claims are subject to suspension or termination under our Terms of Use, and serious cases may be referred to appropriate Bhutanese authorities.

14. Situations That Are Generally Non-Refundable

The following are generally not eligible for a refund, absent a specific issue covered elsewhere in this policy:

• Simple change of mind after an order has been prepared or fulfilled as described
• Services already fully rendered as booked
• Digital or perishable goods explicitly marked non-refundable by the business, where that was disclosed before purchase
• Delay caused by circumstances outside the business's reasonable control (e.g. severe weather affecting delivery), where the product itself was not defective

A business's specific refund terms for a listing, where stated, take precedence over this general guidance as long as they are disclosed to the customer before purchase and comply with applicable consumer protection law.

15. Future Payment Gateway Support

If POPPIFY introduces an integrated payment gateway in the future, refunds for transactions processed through that gateway may be handled differently — potentially including refunds processed automatically back to the original payment method through the gateway rather than a manual bank transfer from the business. This Refund Policy will be updated in advance of any such change to describe the applicable process, and you will be asked to review the updated policy.

16. How to Request a Refund

1. Contact the business directly through in-app chat, referencing your order number and explaining the issue.
2. If the business does not respond within a reasonable time, or you cannot reach a resolution, contact Help & Support with your order number, a description of the issue, and any payment proof.
3. POPPIFY will review the matter and may facilitate communication with the business, and, where the matter suggests a violation of our Terms of Use, take enforcement action against the business.