Refund Policy

Our Commitment

At astroapp, we are committed to providing quality astrological services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed.

We understand that sometimes circumstances may warrant a refund. This policy is designed to be fair to both our users and our astrologers while maintaining the integrity of our services.

1.1 Valid Refund Scenarios

Refunds may be considered in the following situations:

• Technical Failures: If technical issues on our platform prevented you from receiving or completing a consultation
• Service Not Delivered: If an astrologer did not join the scheduled consultation session
• Duplicate Charges: If you were charged multiple times for the same transaction due to a technical error
• Accidental Recharge: Wallet recharge made by mistake, provided the request is submitted within 24 hours and funds have not been used
• Service Interruption: If the consultation was interrupted due to platform errors and could not be resumed
• Billing Errors: If you were charged an incorrect amount due to system error

1.2 Refund Request Timeline

To be eligible for a refund, you must submit your request within:

• Consultation Issues: Within 48 hours of the transaction
• Wallet Recharge: Within 24 hours of the transaction (only if funds are unused)
• Technical Errors: Within 7 days of the incident with supporting evidence

1.3 Documentation Required

When requesting a refund, you may need to provide:

• Transaction ID or payment receipt
• Date and time of the consultation
• Astrologer name (if applicable)
• Screenshots or evidence of the issue (for technical problems)
• Detailed description of the problem

The following are not eligible for refunds:

2.1 Completed Consultations

• Consultations that were successfully completed as per the scheduled time
• Dissatisfaction with astrological predictions or advice received
• Personal disagreement with the astrologer's interpretation
• Change of mind after receiving the consultation

2.2 Digital Products

• Generated Kundli (birth chart) reports once delivered
• Purchased horoscope reports that have been accessed or downloaded
• Tarot card readings that have been completed
• Numerology reports once generated and delivered

2.3 Wallet Transactions

• Wallet balance that has been partially or fully utilized
• Promotional credits or bonus amounts
• Wallet recharge requests made after 24 hours
• Funds transferred to another user's wallet

2.4 Promotional Offers

• Free minutes or credits from promotional campaigns
• Referral bonuses
• First-time user offers
• Seasonal discounts or cashback offers

2.5 User Responsibility

• If you missed the consultation due to your unavailability
• Poor internet connection on your device
• Providing incorrect birth details for Kundli generation
• Violation of our Terms & Conditions during consultation

3.1 Refund Processing Steps

1. Request Submission: You submit a refund request through the app, email, or customer support
2. Review (1-2 business days): Our team reviews your request and supporting documentation
3. Approval/Rejection (1-2 business days): You will receive notification of the decision via email or app notification
4. Processing (7-10 working days): If approved, refund is initiated and will be credited to your account

3.2 Payment Method Specific Timeline

The actual credit time may vary based on your payment method:

• Credit/Debit Cards: 7-10 working days from approval date
• Net Banking: 7-10 working days from approval date
• UPI: 5-7 working days from approval date
• Digital Wallets (Paytm, PhonePe, etc.): 5-7 working days from approval date
• astroapp Wallet: 1-2 working days from approval date

3.3 Important Notes

• Working days exclude weekends and public holidays
• Banks may take additional time to reflect the credit in your account
• You will receive a confirmation email once the refund is processed
• Transaction ID will be provided for tracking purposes

4.1 Through Mobile App

1. Open the astroapp mobile application
2. Go to "My Account" → "Transaction History"
3. Select the transaction you want to dispute
4. Tap "Request Refund" and fill out the form
5. Attach supporting documents if required
6. Submit the request

4.2 Via Email

Send an email to support@edwidtech.com with the subject line "Refund Request" including:

• Your registered mobile number or email
• Transaction ID
• Reason for refund request
• Any supporting screenshots or evidence

4.3 Customer Support

Contact our customer support team:

• Phone: +91 91474 20975
• Email: support@edwidtech.com
• Support Hours: Monday - Saturday, 9:00 AM - 6:00 PM IST

5.1 Refund to astroapp Wallet

In certain cases, refunds may be credited to your astroapp wallet instead of your original payment method:

• When you request wallet credit instead of bank refund
• For faster processing (1-2 working days)
• When original payment method is no longer valid
• For amounts less than ₹50 (processing fee considerations)

5.2 Wallet Balance Validity

• Refunded amount in wallet is valid for 365 days from credit date
• Can be used for any services on the platform
• Cannot be transferred to bank account unless eligible for refund

5.3 Unused Wallet Balance Refund

If you wish to close your account and request a refund of unused wallet balance:

• Minimum balance of ₹100 required for processing
• Service fee of ₹20 or 2% (whichever is higher) may apply
• Request must be submitted via email with account closure confirmation
• Processing time: 10-15 working days

In some cases, partial refunds may be issued:

6.1 Partial Service Delivery

• If consultation was partially completed due to technical issues
• Refund amount will be proportional to the time lost
• Minimum 5 minutes of service interruption required

6.2 Service Degradation

• Poor audio/video quality affecting the consultation
• Repeated disconnections during the session
• Up to 50% refund may be issued based on severity

7.1 If Your Refund is Denied

If your refund request is denied, you will receive:

• Email notification with reason for denial
• Reference to relevant policy section
• Option to appeal the decision within 7 days

7.2 Appeal Process

1. Reply to the denial email with additional information or clarification
2. Our escalation team will review the appeal within 3-5 business days
3. Final decision will be communicated via email
4. Decision of the escalation team is final

7.3 Chargeback Notice

If you initiate a chargeback with your bank/card issuer:

• Your account may be suspended pending investigation
• We reserve the right to dispute invalid chargebacks
• Please contact us first before initiating chargeback
• Chargeback fees may be recovered if found to be fraudulent

8.1 Account Suspension/Termination

If your account is suspended or terminated due to violation of our Terms & Conditions:

• Unused wallet balance may be forfeited
• Pending consultations will be canceled without refund
• Exceptions may be made on a case-by-case basis

8.2 Service Discontinuation

If astroapp discontinues its services:

• All unused wallet balances will be refunded
• Minimum 30 days notice will be provided
• Refunds will be processed to original payment methods

8.3 Force Majeure

Refunds may be delayed or denied in case of:

• Natural disasters, pandemics, or acts of God
• Government restrictions or legal requirements
• Banking system failures beyond our control
• Cyber attacks or security breaches

9.1 How to Track Your Refund

Once your refund is approved, you can track its status:

• App: Go to "My Account" → "Refund Status"
• Email: Track using the reference number provided in approval email
• Customer Support: Contact us with your transaction ID

9.2 Refund Status Indicators

• Submitted: Your request has been received
• Under Review: Our team is evaluating your request
• Approved: Refund has been approved and will be processed
• Processing: Refund is being processed by our payment gateway
• Completed: Amount has been credited to your account
• Rejected: Request did not meet eligibility criteria

10.1 Refund Abuse Prevention

To ensure fair usage of our refund policy:

• Multiple unsubstantiated refund requests may lead to account review
• Pattern of refund abuse may result in account suspension
• We reserve the right to deny refunds to accounts with suspicious activity
• Legal action may be taken against fraudulent refund claims

10.2 Good Faith Principle

We expect all refund requests to be made in good faith:

• Provide accurate information and genuine reasons
• Do not exploit technical loopholes
• Respect the time and effort of our astrologers
• Use services responsibly and ethically

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website and app.

Material changes will be notified via:

• Email to your registered email address
• Push notification on the mobile app
• Prominent notice on our website

Your continued use of our services after policy changes constitutes acceptance of the modified terms.

For refund-related queries or to request a refund, please contact us: