Refund Policy

• When you add money to your wallet, you pay the amount you choose plus GST, as shown before you pay. The amount you chose, and any cashback shown with it, is added to your wallet. GST is a tax and is not added to the wallet.
• The prices of reports, kundli PDFs, pujas and products are the full prices you pay: no GST or other tax is added to them at checkout.
• Payments are handled by our payment partners, who show you the payment methods available when you pay. We do not see or store your card details.
• Your wallet balance can be used only on AstroSaathi, for consultations, reports, kundli PDFs, pujas and products. It cannot be withdrawn as cash, transferred to another account or exchanged.
• Money added to your wallet is not refunded to your bank account or card, except in the cases described under "If a Payment Goes Wrong" below.
• If you plan to delete your account, use your balance first or write to us: once an account is deleted, its balance cannot be restored.

• Money left your account, but your wallet shows nothing: please wait a few minutes. We keep checking unfinished payments with the payment gateway, and a payment it confirms is added to your wallet automatically. If the payment never reached us, your bank or payment app reverses it, usually on its own, under the Reserve Bank of India's rules for failed payments.
• Charged twice, or a payment we could not add to your wallet: if you pay twice for one recharge or purchase, or we receive a payment that we cannot add to your wallet, we refund that payment in full to the payment method you used. Our team sends these refunds after checking the payment with the payment gateway; your bank then usually takes 5 to 7 working days to show the money. If your bank only held the second amount and never took it, the hold is released without a refund being needed.
• A purchase that could not be completed: if you paid online for a puja, a product, a report or a kundli PDF and the order could not be placed (for example, because the puja had already started), the money you paid stays in your wallet, and you are told so.
• If you are not sure what happened, write to us with the date, the amount and the payment reference, and we will check it for you.

• Chats, calls and video calls are charged per minute at the price shown on the astrologer's profile, from when the session starts until it ends. The charge is worked out in whole minutes and is never more than the length you chose, plus any time you add. The amount for each session is shown in your wallet history.
• When an astrologer shows an Emergency price, a session with them at that time is charged at the Emergency price.
• Nothing is charged for a request that the astrologer does not accept, or for a session that never starts. A session that ends very soon after it starts may not be charged at all.
• Booked calls are paid in full when you book them. If the astrologer turns the booking down, if you cancel it before the call starts, or if the booked time passes without the call taking place, the full amount goes back to your wallet automatically (for a booking whose time has passed, within a day). A booked call that takes place uses its booked amount even if it ends early, and extra time you add is charged per minute.
• If something went wrong: if a chat or call dropped because of a technical fault, or the astrologer did not respond, could not speak the language listed on their profile or behaved inappropriately, write to us within 7 days of the session with its date and the astrologer's name. Our team reviews the session and, where the problem is confirmed, refunds the amount affected, up to the full charge, to your wallet.
• A session that took place normally is not refunded because you disagree with the guidance or because a prediction did not come true. Nor can we refund time lost because of your own network or device, or because of details you entered wrongly.
• Virtual gifts you send to an astrologer are voluntary and cannot be refunded; no service is promised in return for them.

• AI astrologers are not people: each one is labelled AI wherever it appears. Their answers can be wrong; they offer guidance, not medical, legal or financial advice.
• AI chats and calls are charged per minute at the price shown, in whole minutes, as for human astrologers. In an AI call, charging starts only after the AI's introduction. Time while the AI is getting ready, while a session is paused or while the service is having a problem is not charged. If an AI video call continues as a voice call, the rest of the call is charged at the voice price.
• When it is on offer, your first session with an AI astrologer can include free time, shown before you start. It is given once per phone number and once per device.
• If an AI session went wrong – for example, the service failed, or the AI used the wrong birth details or chart – use the Report button or write to us. Our team reviews AI sessions and can refund part or all of a session to your wallet; you get a notification when it does. If a technical delay made a session look longer than it was, the difference is refunded to your wallet automatically.

• A report is paid for when you order it. The astrologer writes it, and it appears with your reports when it is ready. Only human astrologers write reports.
• If your report has not arrived within 7 days of your order, write to us. We will follow it up with the astrologer and, if it still cannot be delivered, refund its price to your wallet.
• Please check the details you enter before you order. If you notice a mistake, write to us straight away, before the report is ready.
• A delivered report is not refunded because you disagree with what it says.

• A paid kundli PDF appears in your kundli list shortly after you buy it. If it does not appear, write to us: we will create it again or refund its price to your wallet.

• Only human astrologers take puja bookings, never an AI astrologer. Each puja's page shows its date and time, and booking closes when the puja starts.
• When the puja starts, you can join it live from your booking. A booking includes only what its package lists.
• Once booked, a puja cannot be cancelled in the app or on the website. If you booked by mistake, write to us before the puja starts, and our team will review your request.
• If the puja does not start: if the astrologer never starts the live puja, a Get Refund option appears on your booking once two hours have passed after the puja's end time. Use it, and the full amount you paid goes back to your wallet.
• If the puja started but you could not join it, or it stopped, because of a problem on our side, write to us within 7 days and our team will review it.
• A puja is an act of faith and devotion. We do not promise any particular result from a puja, and no refund is given because a hoped-for result did not happen.

• Product prices include all taxes, and no separate delivery charge is added at checkout.
• Cancelling: you can cancel an order from your orders while it is Pending, Confirmed or Packed, and the full amount goes back to your wallet straight away. Once an order has been dispatched, it can no longer be cancelled.
• If we cancel your order, for example because an item is no longer available, the full amount goes back to your wallet.
• Damaged, defective, wrong or missing items: write to us within 7 days of delivery with your order number and photos of the item and its packaging. After checking, we will send a replacement or refund the price to your wallet. If we ask you to send the item back, we will tell you how, at no cost to you.
• Late or lost orders: if your order has not arrived, write to us with your order number. If we cannot deliver it, we refund the price to your wallet.
• We do not accept returns or exchanges of items that arrive as ordered and undamaged.
• Spiritual and astrological items are sold as products. We make no claim about their effects, and they are not refunded on the basis of their effects.
• Products do not carry a warranty from us unless the product's page says so.

• When the offer is on, your first chat or call with a human astrologer is free for a limited length of time. It is for customers who have not yet completed a chat or call with a human astrologer, and only one free session can be open at a time.
• Depending on the offer, you may need a minimum balance in your wallet to start the free session; you are told if so.
• The free offer does not apply to booked calls, or to an astrologer shown with an Emergency price, whose sessions are charged at that price.
• A free session has no cash value and cannot be refunded or exchanged. We may change or end the offer at any time.

• Refunds go back to your wallet, except the refunds under "If a Payment Goes Wrong", which go back to the payment method you used.
• A refund the system makes by itself – for a cancelled order, a booked call that did not take place or a puja that did not start – is added to your wallet as soon as it is made. A refund our team approves is added to your wallet as soon as it is approved.
• We do not charge any fee for a cancellation that this policy allows.

• In the app, raise a ticket in Customer Support; each ticket has a number you can use to follow it. You can also write to [email protected] or call +91 95400 02015.
• Tell us your registered mobile number, the date, what you paid for, the amount and what went wrong. For a damaged item, add photos.
• We will tell you what we decide and, if we make a refund, where it has gone.

If you are not satisfied with how your request was handled, or you have any other complaint about a payment, a consultation or an order, write to Devendra Ray of Praxxel Technologies Pvt. Ltd. at [email protected], call +91 95400 02015, or write to G/F L/S 219, KH No. 502, Ganja Mohalla, Jonapur, New Delhi, South Delhi, Delhi - 110047. We acknowledge every complaint within 48 hours and resolve it within one month of receiving it.

You can also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.

We may update this policy from time to time and will publish the new version on this page. A change does not affect a payment or booking made before it.