Refund & Return Policy

1. Scope

This Refund & Return Policy applies to digital purchases on Hishree — primarily prepaid chat-time packs (for example ₹25 / 10 min, ₹99 / 45 min) paid via Razorpay (UPI QR, UPI intent, cards, or other enabled methods).

Hishree sells digital services / digital content, not physical goods. There is nothing to “ship” or “return” in the traditional e-commerce sense. This Policy is written to meet expectations of Indian payment aggregators (including Razorpay), the Consumer Protection Act, 2019 / e-commerce rules, RBI consumer payment guidance where relevant, and international distance-selling norms (including EU/UK consumer rules on digital content).

2. What you are buying

• A time-limited right to continue an AI chat session after free minutes end.
• Access begins when payment is confirmed and the session timer is extended on our servers.
• Free Kundali generation and the initial free chat window are not paid products and are not refundable as purchases.

3. No traditional returns

Because the product is intangible digital access, we cannot accept “returns” of chat minutes. Once paid minutes are unlocked, they are considered delivered digital service.

4. When refunds are available

We will refund (or reverse) a payment in these cases:

• Duplicate / accidental charge: you were charged twice for the same unlock, or charged after you cancelled before QR confirmation and we can verify no unlock occurred.
• Payment captured but access not granted: Razorpay shows success but chat time was not added within a reasonable time due to our system error (not user network issues alone).
• Service unavailable: a confirmed paid session could not be used because Hishree chat/AI was fully down at the time of purchase and you did not receive usable access.
• Unauthorised payment: after reasonable verification (and bank/Razorpay investigation where needed).

5. When refunds are not available

• You used or partially used the paid minutes and simply changed your mind.
• You are dissatisfied with astrology interpretations or AI tone/style (subjective content), provided the Service functioned.
• You entered incorrect birth details; charts/chats generated from your inputs are still considered delivered.
• Session time expired while the app was in the background or your device was offline — the server timer continues once unlocked.
• Force majeure or third-party outages outside our reasonable control after successful delivery of access (we may still offer goodwill credits at our discretion).

6. EU / UK / international cooling-off (digital content)

If mandatory consumer law in your country gives a 14-day withdrawal right for distance contracts, note that for digital content / services supplied immediately, that right may be lost once performance begins with your prior express consent and acknowledgement that you lose the withdrawal right.

By completing a Hishree paid unlock and starting to use the extended chat timer, you request immediate performance of the digital service. Where that consent framework applies, the cooling-off right does not apply after delivery begins. If access was never delivered, Section 4 still applies.

7. How to request a refund

Email [email protected] within 7 days of the payment with:

• Registered account email
• Approximate payment time and amount
• Razorpay / UPI reference or payment ID (if available)
• Session link or session ID (if available)
• Short description of the issue

We aim to acknowledge within 48 hours and decide within 5–7 business days after we receive enough information (longer if the bank or Razorpay must investigate).

8. Refund method & timing

• Approved refunds are issued to the original payment instrument via Razorpay / the issuing bank or UPI app.
• Indian UPI/card refunds typically appear in 5–10 business days after we initiate them; banks may take longer.
• International card refunds follow the card network and issuer timelines (often 5–15 business days).
• We do not issue cash refunds.

9. Cancellations before payment

You may close the payment QR / paywall without paying. No charge is created until Razorpay confirms payment. Incomplete UPI attempts that never capture funds do not require a refund.

10. Chargebacks

If you open a chargeback or dispute with your bank without first contacting us, we will share transaction and access logs with Razorpay / the bank. False or abusive chargebacks may lead to account suspension. Please contact support first so we can fix delivery issues quickly.

11. Related policies

See also our Terms & Conditions and Privacy Policy.