Legal

Refund Policy

Effective date: 8 September 2026

REFUND POLICY

Effective date: 8 September 2026

This Refund Policy explains when and how You can obtain a refund on Bestie4. It forms part of the Terms and Conditions of Service.

Bestie4 sells coins — a prepaid utility used to pay for voice-call time on the platform. This policy tells You what happens when a payment fails, when a call goes wrong, and when a purchase is disputed.

1. THE HEADLINE

  • Failed or never-delivered payments (money left Your account but no coins were credited) — automatically refunded to Your original payment instrument by the payment gateway.
  • Successful coin purchases — non-refundable to a bank account. Coins remain in Your wallet and can be used on Bestie4 for as long as Your account is active.
  • Server-side issues on a call (verified by us) — refunded as coins back to Your wallet, not to a bank account.

The rules for each situation are below.

2. FAILED OR NEVER-DELIVERED PAYMENTS

If Your bank / UPI / card is debited but coins do not appear in Your Bestie4 wallet after 60 minutes, this is a payment-gateway failure.

  • The payment gateway will auto-reverse the debit to Your original payment method, typically within 5-7 working days.
  • If the reversal has not happened after 7 working days, contact us at support@bestie4.com with the order ID (visible in the app under Payments) and Your bank statement showing the debit. We will escalate to Our payment gateway on Your behalf.
  • We do not charge any fee for these reversals.

3. SUCCESSFUL COIN PURCHASES

Once coins are credited to Your wallet, the purchase is complete and cannot be refunded to a bank account. This is because coins are a prepaid utility for use on Bestie4 only.

Unused coins:

  • Stay in Your wallet as long as Your account is active.
  • Can be used to pay for any Agent's call time.
  • Cannot be transferred, sold, exchanged for cash, or moved to another Bestie4 account.
  • Are forfeited if Your account is suspended for a serious breach of the Terms.

4. CALL ISSUES — SERVER-SIDE PROBLEMS

If a call ends unexpectedly and Our servers confirm the cause was a server-side fault (for example, an outage on our voice infrastructure or a billing error) You are entitled to a refund equivalent to the coins charged for the affected minutes.

  • The refund is credited as coins back to Your Bestie4 wallet as quickly as possible after Our confirmation, typically within a few working days.
  • Refunds for server-side issues are approved by Our support team after reviewing the call logs; the decision is at Our reasonable discretion.
  • Client-side issues such as poor network, low battery, or Your app being closed do not qualify.

To request a review, write to support@bestie4.com within 7 days of the affected call with the call date, time, and Agent name.

5. AGENT MISCONDUCT

If an Agent behaves in a way that violates Our Terms (harassment, sexual solicitation, attempting to move contact off-platform, etc.), please report the call immediately using the "Report" option in the app.

  • We will review the report.
  • Where the report is upheld, Bestie4 may refund the affected call as coins to Your wallet in addition to any action against the Agent.
  • We do not offer bank-account refunds for these situations.

6. DIGITAL SERVICE — NO SHIPPING

Bestie4 provides only digital services (voice calls, in-app credits). Nothing physical is shipped. No shipping charges apply and there is no shipping-based refund flow.

7. CHARGEBACKS

If You initiate a bank chargeback or dispute for a coin purchase without first contacting support@bestie4.com:

  • We may temporarily suspend Your account until the dispute is resolved.
  • If the chargeback is upheld against Us, unused coins in Your wallet may be forfeited.
  • Repeated or fraudulent chargebacks may result in permanent account closure.

We strongly recommend contacting Our support team first — most issues can be resolved in-app faster than a chargeback.

8. HOW TO REACH US

  • Email: support@bestie4.com — please include Your registered mobile number, the order ID, and a short description of the issue.
  • Phone: +91 96453 05240
  • Postal: Grievance Officer (Arun Joseph), PHONE4U, IX/610, Chemperi, Kannur, Kerala, India, 670632.

We aim to acknowledge every refund request within 24 hours and resolve it within 15 days, in line with the Intermediary Guidelines Rules, 2021.

9. GOVERNING LAW

This Refund Policy is governed by the laws of India. Any dispute is subject to arbitration under the Arbitration and Conciliation Act, 1996, seated in Kannur, Kerala.