Refund & Cancellation Policy

Experts do not pay for a platform plan or subscription, so there is no expert plan payment to refund. When a member receives a full or partial consultation refund, the corresponding expert earnings are reversed; this is an earnings adjustment, not a refund paid to the expert. Consultation refunds use the original transaction amounts and tax allocation, with full or partial reversals recorded separately. Original invoices and ledger records are preserved; applicable credit notes identify the original consultation. A refund does not recalculate the original transaction using today's tax configuration. Eligible expert net earnings become withdrawable only after the applicable hold, verification and payout checks; TDS already withheld at accrual is not charged again on withdrawal.

Review the rate, billing unit, applicable taxes and any credit offer before starting. The backend meters eligible consultation activity using session records; different modes may have different start and finalisation rules. A temporary hold is not the same as a debit. Final statements and wallet entries show charges and released reservations.

The ₹10/min chat and ₹15/min audio minimums limit what an Expert may list. They are not a flat fee or a minimum session bill. The listed rate and actual billable time govern a consultation, including when a refund is reviewed.

If a request is cancelled, declined or expires before a billable consultation starts, a reservation should be released rather than treated as a delivered consultation. Expert acceptance alone does not authorise an undisclosed cancellation or no-show fee. If a debit remains, open a support ticket with the consultation reference.

If an Expert cancels, does not attend, or the platform cancels, request review of any amount charged for service not delivered. If you do not attend or end early, any delivered billable service is assessed from the session records; this policy does not create a flat penalty. The same approach applies to disruption outside either party’s control.

Report connection failure, an unexpectedly ended consultation, a partial service, an incorrect rate or alleged Expert misconduct. We review session, payment and relevant communication records to determine the appropriate full or partial adjustment. A started session is not automatically satisfactory delivery, and service-quality complaints are not limited to leaving a rating.

Disagreement with an honestly delivered professional opinion does not by itself establish a billing error. Misrepresentation, unauthorised advice, deficient service or statutory refund rights remain grounds for review. Abuse may justify ending a consultation but does not automatically forfeit all unused paid balance.

If a payment fails, do not assume that a bank debit has funded the Wallet. Check payment status and provide the payment reference through Support. Successful payments without the corresponding credit, duplicate payments and disputed payments require reconciliation. Avoid repeatedly paying while an earlier transaction is unresolved.

Wallet recharge refunds and original-payment-method reversals require payment-provider and financial-operations review. The app does not offer member cash withdrawals or a general self-service recharge refund. A missing self-service button does not remove a legally required remedy.

The implemented consultation refund flow, after approval, credits the affected member’s Wallet and adjusts associated Expert earnings. Partial refunds are limited to the remaining refundable charge; the same charge cannot be refunded twice. The in-app consultation refund request currently applies to completed consultations. Use Support for cancelled, failed or other cases that cannot be submitted there.

A wallet adjustment is different from money returned to the original payment method. If you require return of money rather than service credit, request it expressly through Support for financial-operations review, including any statutory basis. Do not treat a wallet credit as a completed bank refund. Gateway timing depends on approval, processor and bank handling; no fixed bank-credit time is promised here. We will communicate the method and reference for an approved remedy.

Member plans and subscriptions are discontinued, so there are no new purchases or renewals. If you have a historical plan charge or credit, contact Support for a review. Previous invoices and transaction records remain available. Promotional credits may retain their stated expiry and permitted uses; paid Wallet balance does not inherit those terms.

Create a Support ticket with the consultation/order reference, date, amount, reason and requested remedy. Attach redacted evidence; do not send OTPs, PINs, full card data or unrelated identity documents. The ticket reference can be used to track and escalate the issue.

Consumer complaints must be acknowledged within 48 hours and redressed within one month of receipt; shorter applicable statutory timelines take priority. Refer to Grievance Redressal for escalation and required contact disclosures. Bank dispute and chargeback rights remain available; you are not required to waive them or obtain our permission first.

This policy does not restrict remedies under Indian consumer law. Changes apply prospectively with appropriate notice; they do not remove rights attached to a previous payment.

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