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Refund & Cancellation Policy

Last Updated: October 27, 2026

This Refund & Cancellation Policy applies to payments made to Guava Trees Softech Private Limited ("Guava Trees Softech", "we", "us", "our"), GSTIN 23AAJCG1002E1ZF, for (a) software development, consulting and other service engagements, and (b) digital products that we sell online, including PlayTambola.Live. Digital products are paid directly to us by UPI or bank transfer (NEFT, IMPS or RTGS).

1. Software Services & Project Engagements

1.1 Governing Agreement

Fees, payment milestones, cancellation rights and any refunds for software development, consulting, SaaS implementation and support engagements are governed by the signed proposal, Statement of Work (SOW) or contract for that engagement. Where that agreement says something different from this policy, the agreement prevails.

1.2 Milestone and Advance Payments

  • Payments for milestones, sprints or work already delivered or performed are non-refundable.
  • Advance payments for work that has not yet started may be refunded, in full or in part, as set out in the agreement, after deducting the value of work already performed and any third-party costs already incurred on the client's behalf (such as licences, domains or cloud resources).
  • Subscription or hosting fees for a period that has already started are non-refundable unless the agreement states otherwise.

1.3 Cancelling an Engagement

Either party may cancel an engagement as allowed by the agreement, including any notice period it specifies. On cancellation, the client pays for work performed up to the cancellation date and we hand over the deliverables completed and paid for up to that date.

1.4 Billing Disputes

If you believe an invoice is incorrect, email admin@guavatrees.com with the invoice number and the reason. We will review it in good faith and respond with a resolution; any amount found to be charged in error will be credited or refunded.

2. Digital Products Sold Online

Our digital products are delivered to your account once we have received and verified your payment, so the general rules below apply. Each product may also publish its own refund policy with product-specific details; if the two differ, the product's own policy applies to that product.

  • If you have paid but the purchase has not been delivered yet, email us with your order number and we will cancel the order and refund the full amount. Once the purchase has been delivered to your account, the order cannot be cancelled.
  • If you do not pay for an order, no money is taken and nothing needs to be cancelled.
  • Purchases are non-refundable once delivered, except in the cases listed in section 3.2 below.

3. PlayTambola.Live Seat Bundles

PlayTambola.Live is a social, entertainment-only tambola game owned and operated by Guava Trees Softech Private Limited. Hosts can buy seat bundles, which are a digital hosting allowance. Hosts pay Guava Trees Softech directly by UPI or bank transfer (NEFT, IMPS or RTGS) using the order number shown in the app. Seats are added after we verify the payment — normally within a few hours between 10am and 10pm IST and always within 1 working day — and never expire. Seats have no cash value and cannot be withdrawn or transferred. The full product policy is available at go.playtambola.live/refund-policy.

3.1 Cancellations

An unpaid order simply expires after 48 hours. If you have paid but the seats have not been added yet, email us with your order number and we will cancel the order and refund the full amount. Once the seats are added, the order cannot be cancelled.

3.2 When We Refund

Once seats are added, purchases are non-refundable, except in the following cases, where we refund the full amount including GST:

  1. Paid, but seats not added — we received your money but cannot match it to an order, or could not add the seats.
  2. Duplicate payment — you paid more than once for the same order.
  3. Wrong amount paid — you paid more than the order total (we refund the difference, or with your agreement add the matching number of seats). If you paid less, we will contact you to pay the balance or adjust the order.
  4. Unauthorised transaction — a payment made from your account that you did not authorise, reported promptly and confirmed after our review.

We do not give refunds for unused seats, for a change of mind, or for games that ended early, had fewer players than expected, or were affected by your own internet or device problems.

3.3 How to Request a Refund

Email admin@guavatrees.com within 7 days of the payment with:

  • the email address on your PlayTambola.Live account;
  • the order number (for example PTL-2026-000042) shown in Transaction history and on your receipt;
  • the payment date and amount, and the UPI / bank reference number (UTR);
  • a short description of the problem.

We will reply within 2 working days.

3.4 How Refunds Are Paid

Approved refunds are paid by bank transfer or UPI back to the same account the payment came from. We send the refund within 2 working days of approval, and it usually reaches you within 1–3 working days, depending on your bank. Any seats from a refunded order are removed from your account.

4. Related Policies

5. Contact & Grievances

For refund or cancellation questions, please contact us:

Guava Trees Softech Private Limited

GSTIN: 23AAJCG1002E1ZF

  • Registered Office: H.No. 47, Saabri Villa, Lala Lajpat Rai Colony, Bagh Dilkusha, Bhopal, Madhya Pradesh, India – 462023
  • Email: admin@guavatrees.com
  • Phone: +91 73892 93931

Grievance Officer

Grievance Officer, Guava Trees Softech Private Limited, at the registered office above, or by email at admin@guavatrees.com / phone +91 73892 93931. We acknowledge every grievance within 24 hours and aim to resolve it within 15 days.