REFUNDS FOR SERVICES

• Once a booking for any service reaches the processing stage, there will be no refund. Similar is the case when a consultation is executed. Users are advised to be careful while placing an order.
• Users can cancel the services [except Scheduled Call/Chat/Video Call] any time from the user app before the service is initiated. For such services money is not deducted upfront. If service initiated and user did not receive the call/chat then the booking is cancelled and notification sent regarding their unavailability.
• For Schedule Call/Chat/VideoCall, the service charges are deducted upfront. After booking,
  (a) If cancellation done before 12 Hrs to service start, then user is eligible for complete refund of service charges which is credited to the wallet. (b) If cancellation done after 12 Hrs to service start, then refund of only 50% of the service charges is credited to the user wallet. (c) If booking done outside or inside 12 Hr window, the cancellation charges will be the same as stated above.
• User is not eligible for any refund if the service has been initiated.
• For scheduled services, make sure the contact number is in full coverage area and you have good internet connection. The Website repeats at least three try before deeming a call as non-connectable. No refunds will be given for calls that were connected but not received. For scheduled chat, a minimum of 3 mins wait is done for user response. If no response, no refunds will be initiated.
• If a Scheduled service (Call/Chat/Video Call) cancelled by astrologer under unforeseen circumstances, user will get a complete refund of the service charges deducted.
• In case any kind of booking was placed by mistake, contact customer support for assistance. Based on facts the team decides on refund eligibility.
• All refunds are credited back to the wallet in the User app.

PROCESS OF RETURNS

To initiate a return, follow these steps:

• Contact our customer support team through email or phone, providing your order details and the reason for the return.
• Our team will review your request and provide you with a Return Authorization Number (RAN), along with further instructions on how to proceed.
• Carefully pack the item in its original packaging, along with all accessories, and our courier partner will initiate the return pickup.
• Once we receive the returned item and verify its condition, we will process the refund or exchange within 7 business days.

Please note that Astrourjaa reserves the right to refuse returns that do not comply with our return policy or appear to be in unsatisfactory condition.If you have any questions or concerns regarding the return process, feel free to contact our customer support team at [email protected]

PAYMENT GATEWAY REFUNDS

• It is common for the Website or any third-party providers like payment gateway to experience server related issues like ‘slow down’, ’failure’ or ‘session timeout’. Before retrying a failed payment, User must check whether his/her Bank Account has been debited.
• In case the Website or Payment gateway’s webpage, that is linked to the Website, is experiencing any server related issues like ‘slow down’ or ‘failure’ or ‘session timeout’, the User shall, before initiating the second payment, check whether his/her Bank Account has been debited or not and accordingly resort to one of the following options:
• **In case the Bank Account appears to be debited, ensure that you do not make the payment twice and immediately thereafter contact the Website via customer care to confirm payment.
• **In case the Bank Account is not debited, the User may initiate a fresh transaction to make payment.
• **However, refund for multiple payment, if any, even after the above precaution against the same order shall be refunded in full without deduction of the transaction charges as mentioned above. The Website shall only retain the cost of one single order as intended to be placed by the User.
• Refuse, accept or cancel a booking is at the sole discretion of the Website. Cancellation might happen due to unavailability of a consultant, inaccuracy, error in pricing. If money deducted, this will be refunded.
• Any refund initiated will be audited by our backend quality team. This will require looking into call recordings and chat transcripts. It can take up to 7 business days for analysis and refund amount back to wallet. This is also subject to transaction and processing time taken by bank/payment gateway.
• Any amount refunded will be reflected in the User wallet.
• Refund will be initiated if there is a network issue, weak signal, background noise, inaudible consultant etc.
• Refund will be initiated if consultant not able to respond fluently in language chosen by the User.
• Refund will be initiated if consultant takes long enough time to respond to query from the User.
• Refund will be initiated if consultant provided irrelevant response to User query.
• Refund will not be initiated for lack of accuracy or factual accuracy of consultations.