REFUND, CANCELLATION & PAYMENT POLICY

AstroPine may provide paid consultations primarily through two billing models:

The applicable billing model and price shall be displayed before the User confirms the consultation.

Per-minute consultations shall ordinarily operate on a prepaid balance/wallet model. The User must have sufficient available balance before commencing a paid consultation.

The applicable amount shall be deducted according to the eligible billable consultation duration recorded by AstroPine's system.

During a per-minute consultation, the Platform may calculate/deduct charges from the User's available prepaid balance in real time or through equivalent system-based accounting.

The User should be able to view, where technically feasible:

Where technically feasible, AstroPine should notify the User before their available balance is exhausted.

The User may be provided an option to add funds during the consultation.

If the User's available balance becomes insufficient to continue the consultation, AstroPine may provide a brief technical grace period or top-up opportunity.

If sufficient balance is not added, the paid consultation may automatically end. The Platform shall not ordinarily permit a User to incur an unauthorised negative balance.

For a fixed-duration consultation, such as: 15 minutes / 30 minutes / 60 minutes / another specified duration, the full applicable booking price shall ordinarily be payable in advance.

The booking shall be confirmed after successful payment or other authorised confirmation through AstroPine.

A fixed-duration consultation represents a reserved consultation/session, rather than a guarantee that every booked minute must necessarily be consumed.

If the User's queries are completed before expiry of the booked duration and the User voluntarily concludes the consultation, the consultation shall be treated as successfully completed.

This condition should be clearly disclosed before payment for a fixed-duration consultation. It does not apply where early termination results from an established Platform-side technical failure, Astrologer-side failure or another circumstance qualifying for a remedy under this Policy or applicable law.

Once a consultation or digital service has been successfully provided/consumed, the corresponding eligible charge shall ordinarily be non-refundable.

Refund eligibility shall depend upon the nature of the transaction and reason for the request. Nothing in this Policy removes consumer rights that cannot lawfully be excluded.

A refund shall not ordinarily be available merely because:

• a prediction did not come true;
• the User disagrees with an Astrologer's interpretation;
• the User did not hear the answer they expected;
• an expected event occurred differently;
• the User subsequently changed their mind; or
• the desired personal outcome was not achieved.

Astrology involves interpretation and does not guarantee a particular future outcome. This does not prevent a User from raising a genuine complaint concerning fraud, non-delivery, serious misconduct or material misrepresentation.

Where an established AstroPine technical failure materially prevents delivery of a paid consultation, AstroPine may, according to the circumstances:

The remedy should reasonably correspond to the affected service.

Where a consultation cannot be delivered because of circumstances attributable to the Astrologer, AstroPine may provide an appropriate Refund / Credit / Rescheduling option.

For partially delivered services, the affected portion may be assessed using Platform records.

A refund shall not ordinarily be due for successfully consumed service time where the consultation ends because of circumstances attributable to the User, including:

• poor internet connection;
• device malfunction;
• battery/device shutdown;
• microphone/speaker problems;
• User voluntarily disconnecting; or
• another User-side technical issue.

An established billing error may nevertheless be corrected.

If an Astrologer fails to attend a confirmed prepaid scheduled consultation, AstroPine may offer the User:

as appropriate and operationally available.

Unless a different cancellation condition is clearly disclosed for a particular service:

AstroPine may make reasonable exceptions in genuine circumstances.

Where the Astrologer is available for a confirmed appointment but the User does not attend, the booking may be treated as a User No-Show.

The applicable booking amount shall ordinarily be non-refundable.

Where a User is charged more than once for the same transaction because of a verified payment error, the duplicate/excess amount shall be appropriately refunded or reversed.

AstroPine may request transaction information reasonably necessary to verify the duplicate payment.

Where a transaction is shown as failed but money has been debited from the User's payment account, reversal may be automatically processed by the relevant payment gateway/bank.

The actual reversal timeline may depend upon the payment provider or bank. If the amount is not reversed within the applicable processing period, the User may contact AstroPine Support with transaction details.

If payment succeeds but the corresponding balance, booking or service is not credited because of an established system error, AstroPine shall investigate the transaction.

Upon verification, AstroPine may: credit the applicable balance/service, correct the transaction, or issue an appropriate refund.

Users are responsible for checking the accuracy of important information submitted for customised astrology services, particularly:

Where a report/service is generated using incorrect information entered by the User, a refund shall not ordinarily be due. Where technically possible, correction/regeneration may be offered according to applicable charges or Platform policy.

Personalised Kundli, astrology reports and other customised digital products shall ordinarily become non-refundable once successfully generated/delivered.

Where an established AstroPine error caused an incorrect report despite the User providing correct information, AstroPine may regenerate/correct the report or provide another appropriate remedy.

If AstroPine provides a wallet/prepaid balance facility, the system should distinguish between:

The treatment, refundability or withdrawal of paid balance shall depend on the final wallet/payment architecture and applicable regulatory/payment-provider requirements.

Promotional/bonus credits shall ordinarily not be withdrawable as cash and will be governed by their applicable promotional terms.

Promotional credits, coupons, referral benefits or bonus amounts ordinarily have no independent cash value unless expressly stated otherwise.

Expiry, usage and reversal conditions should be disclosed with the relevant promotion.

Approved cash refunds shall ordinarily be returned through the original payment method, subject to payment-gateway/banking capabilities and applicable requirements.

Where appropriate and permitted, AstroPine may offer Platform credit as an alternative.

After AstroPine approves and initiates a refund, actual credit time may depend upon the User's bank/payment provider.

AstroPine should not guarantee instant bank credit where the timing is controlled by a third party.

Users are encouraged to contact AstroPine Support regarding genuine transaction/service disputes where practical. Fraudulent or abusive chargebacks may be investigated.

Nothing in this Policy prevents Users from exercising legitimate rights available under applicable law or through their payment provider.

AstroPine may investigate and reject fraudulent refund claims involving matters such as:

Serious misuse may result in account restriction, suspension/termination or other lawful action.

AstroPine shall automatically create an electronic Transaction & Session Log for every paid consultation. This is a required part of the Platform's billing and dispute-resolution architecture.

Depending upon the service, the system should record parameters including:

These records may be used for legitimate billing, reconciliation, refund determination, complaint investigation, payout calculation, fraud detection, technical troubleshooting and dispute resolution. Access and retention shall be subject to AstroPine's Privacy Policy and applicable law.

Creation of a Transaction & Session Log does not automatically mean that the audio/video content of a consultation is being recorded.

If AstroPine later introduces call/chat-content recording or retention, the relevant privacy notice, consent and retention framework must be implemented separately as applicable.

Where a dispute arises concerning duration, attendance, billing or completion of a consultation, AstroPine may review relevant Platform-generated records.

A User or Astrologer may report a suspected technical or billing error and request appropriate review. System records should not prevent correction where credible evidence establishes that a technical error occurred.

AstroPine may cancel a service where reasonably necessary due to Astrologer unavailability, technical failure, security concerns, suspected fraud, operational problems or circumstances beyond reasonable control.

Where AstroPine cancels a prepaid service before delivery, the User should ordinarily receive an appropriate refund, credit or rescheduling option.

Nothing in this Policy shall exclude, waive or restrict rights that cannot lawfully be excluded under applicable Indian consumer law.

The Consumer Protection Act, 2019 provides consumer protections concerning services and unfair trade practices.

Users can submit a refund request directly through their account:

Where appropriate, the User should select a reason and provide supporting information. Each request generates a unique Ticket/Request ID.