Fair refunds, clearly stated.

01. Overview & principles

Our refund approach is guided by three principles:

• Clear windows: every service has a specific time window within which refunds can be requested.
• Fast processing: wallet refunds are instant. Bank refunds take 5-7 business days (standard Razorpay timeline).
• Fair review: disputes are reviewed by a trained team using session recordings and documented evidence. Not by the astrologer being complained about.

02. Wallet refunds

Funds added to your Jyotish Guide Wallet are refundable to the original payment method under these conditions:

• Refund request made within 30 days of the last wallet transaction
• Unused wallet balance is above ₹100
• Balance has not been earned through referral bonuses or promotional credits (those are non-refundable)

Wallet refund process:

1. Go to Settings → Wallet → Request Refund
2. Confirm the amount (must be above ₹100)
3. Receive confirmation email within 24 hours
4. Bank credit within 5-7 business days

03. Astrologer consultations (chat, call, video)

3.1 Dispute window

You can raise a dispute about any consultation within 24 hours of session end. To raise a dispute:

1. Go to Settings → Session History
2. Select the session you want to dispute
3. Tap “Raise a dispute”
4. Select a reason and add details
5. Submit

3.2 Valid dispute reasons

Refunds are granted when:

• The astrologer was unavailable or disconnected repeatedly during the session
• The consultation quality did not meet professional standards (rude behaviour, dismissive responses, no real analysis)
• The astrologer pressured you into buying additional services
• The consultation content was irrelevant to your question
• The astrologer asked for personal contact information or off-platform payment
• Technical issues on our side prevented the session from being useful (see Section 10)

3.3 Review process

Our dispute team reviews the session recording and associated data. They are:

• Independent of the astrologer being complained about
• Trained in impartial dispute resolution
• Required to respond within 24-72 hours depending on complexity

3.4 Refund outcomes

04. First paid session money-back guarantee

We offer a special guarantee on your first paid session with any astrologer. If you’re genuinely unsatisfied with your first paid consultation with a new astrologer (after your free 5 minutes):

• Raise a dispute within 24 hours of session end
• You will receive a full refund to your wallet, no questions asked
• This guarantee applies once per astrologer-user pair

05. Live puja & ritual bookings

Live puja (Satyanarayan, Rudrabhishek, Navgraha Shanti, etc.) refund terms depend on how much notice you give us:

5.1 Re-scheduling

You can reschedule a puja up to 6 hours before the scheduled time without any charge. Once rescheduled, the original cancellation window resets from the new scheduled time.

5.2 Puja disruption

If the puja is disrupted due to issues on our side — pandit unavailability, streaming failure, incomplete ritual — you are entitled to:

• Full refund, OR
• Free rescheduling at your preference, plus a ₹500 wallet credit for the inconvenience

5.3 Prasad and delivery

If prasad delivery is promised with the puja and does not arrive within 10 business days, you can claim a partial refund of ₹200 (for the prasad component) or request re-dispatch.

06. Emergency puja

Emergency puja (Baglamukhi, Mahamrityunjay Jaap, Lakshmi Kubera, Sudarshan Havan, Sankat Mochan) have different terms due to their urgent and high-preparation nature:

07. AstroMall products — general

7.1 Order cancellation (before shipping)

You can cancel any AstroMall order before it is shipped. Go to Orders → select the order → Cancel. Full refund processed within 5-7 business days.

7.2 Returns after delivery

Returns are accepted within 7 days of delivery for the following reasons:

• Product received is different from what was ordered
• Product is defective or non-functional
• Product is significantly different from its description or photos
• Product arrived damaged (must report within 48 hours)

7.3 Return process

1. Go to Orders → select the order → Request Return
2. Upload photos of the issue (required for damage/defect claims)
3. Our team reviews within 24-48 hours
4. On approval, we arrange pickup (free)
5. Refund is initiated within 3 business days of receiving the returned item

7.4 Damaged-on-arrival

If a product arrives damaged, you must report within 48 hours of delivery with photographs showing the damage and packaging. We cannot process damage claims after 48 hours.

08. Gemstones, Rudraksha & special items

These items have slightly stricter return terms due to their sacred/personal nature:

8.1 Natural variations are not defects

Rudraksha, gemstones, and natural products naturally vary in size, colour, clarity, and markings. These variations are signs of authenticity, not defects. Returns based solely on “it looks different from the photo” will not be accepted unless the variation is significant and goes against the described specifications.

8.2 Worn or energized items

• Gemstones that have been worn or set into jewelry cannot be returned unless they have a lab-verified authenticity issue
• Rudraksha that have been worn or had thread passed through them cannot be returned
• Yantras and kavach that have been energized by request cannot be returned

8.3 Gemstone lab-test refunds

If you purchase a gemstone that turns out to fail independent lab certification (e.g., IGI, GIA, or GTL):

• Share the lab report with us within 30 days of purchase
• We will verify with our own independent lab test
• If our test confirms the failure, you receive a full refund plus lab testing cost up to ₹1,000

8.4 Puja kit returns

Puja kits are returnable only if unopened and unused, within 7 days of delivery. Once any component is opened or used, returns cannot be accepted for hygiene and sanctity reasons.

09. Subscription (Gold & Diamond plans)

9.1 Cancellation

You can cancel Gold or Diamond subscription anytime:

• Settings → Subscription → Cancel
• Cancellation takes effect from the next billing cycle
• You retain all benefits until your current paid cycle ends
• No pro-rata refund is issued for the remaining unused days of a paid cycle

9.2 Refund scenarios

9.3 Downgrade refunds

If you downgrade from Diamond to Gold mid-cycle, no refund is issued for the difference. The downgrade takes effect at the start of the next cycle.

10. Technical failures & service issues

If a technical issue on our platform affects your experience, we provide refunds as follows:

• App crashes during paid session: full refund of minutes affected + 5 bonus free minutes with any astrologer
• Chat messages not delivered for 5+ minutes: full refund of session
• Live puja stream failure: full refund or free rescheduling + ₹500 wallet credit
• Payment processing error (double charge, failed delivery): full automatic refund within 7 business days
• Kundli generation error (wrong data used): free re-generation + ₹100 wallet credit

If you experience a technical issue, immediately email support@jyotishguide.com with:

• Your session ID or transaction ID
• Screenshots or screen recording of the issue
• Date/time of occurrence
• Description of what went wrong

11. Non-refundable items & services

The following are not eligible for refund under any circumstances:

• Free services (Kundli generation, Panchang, Rashifal, etc.) — no money was paid
• Referral bonuses, promotional credits, or cashback earned
• Completed consultations after 24-hour dispute window
• Gemstones and Rudraksha that have been worn or set into jewelry
• Opened puja kits or consumable items (incense, havan samagri, etc.)
• Custom-made products (personalized yantras, engraved kavach)
• Dakshina paid directly to astrologer or pandit (our refund covers platform fees only)
• Downloaded digital products (PDF reports, personalized analysis) once delivered
• Products returned without original packaging, certificates, or tags
• Damages reported after 48 hours of delivery

12. How to request a refund

12.1 Through the app (preferred)

Most refunds can be initiated directly from the app:

1. Open the app and go to Settings → My Orders or Session History
2. Select the specific transaction or session
3. Tap “Request Refund” or “Raise a Dispute”
4. Select the reason and add details (upload photos/proof if relevant)
5. Submit the request
6. Track status in the same screen — you’ll be notified of the outcome

12.2 Via email

If you cannot access the app or the issue is complex, email refunds@jyotishguide.com with:

• Registered phone number
• Transaction ID or Order ID
• Clear description of the issue
• Relevant attachments (screenshots, photos)

12.3 What to expect

After submission:

• You receive an acknowledgment email within 24 hours
• Our team reviews the request within 24-72 hours
• You receive a decision notification with reasoning
• If approved, refund is initiated based on processing timeline (Section 13)

13. Refund processing timelines

These timelines are Razorpay’s standard processing windows. Bank-side delays may extend timelines by 1-2 days in some cases.

14. Escalation & dispute resolution

If you are not satisfied with our refund decision:

14.1 Level 1 — Appeal

Reply to the refund decision email within 7 days requesting a review. A senior dispute officer will re-examine the case and respond within 72 hours.

14.2 Level 2 — Grievance Officer

If the appeal is also unsatisfactory, escalate to our Grievance Officer at grievance@jyotishguide.com. Response within 15 days as required by IT Rules, 2011.

14.3 Level 3 — External forums

As a consumer in India, you always retain the right to:

• File a complaint with the National Consumer Helpline (toll-free 1915 or consumerhelpline.gov.in)
• Approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
• Initiate arbitration under the Arbitration and Conciliation Act, 1996 (as detailed in our Terms & Conditions)

15. Contact us

For any refund or cancellation query: