Cancellation & Refund Policy

1. Scope

This policy explains when and how you can cancel an order or a consultation booked through astrokuberchat.com, and how refunds are processed. It covers three product categories:

• Digital products — PDF reports, tool unlocks, wallet top-ups, VIP subscriptions, chat / call minutes with astrologers.
• Physical products — gemstones and any other items shipped by the AstroKuberChat Store.
• 1:1 consultations — scheduled call / video sessions with human astrologers.

2. Digital Products (Reports, Unlocks, Wallet, Chat Minutes)

• Before delivery: If a report or tool unlock has been paid for but has not yet been generated or accessed, you may request a full refund within 24 hours of purchase.
• After delivery: Once a PDF report has been generated / downloaded, or a chat / call session has been consumed, the purchase is considered fulfilled and is non-refundable. This is because the underlying AI compute and astrologer time have already been used.
• Wallet balance: Money added to your AstroKuberChat wallet is refundable to the original payment method within 7 days of top-up, as long as no consultation minutes have been spent from it.
• Failed transactions: If Razorpay debited your account but the credit did not appear in your wallet / your unlock did not activate, the amount is automatically refunded within 5–7 business days. If it doesn't arrive, contact us and we will trace and refund.

3. Physical Products (Gemstones from AstroKuberChat Store)

• Cancellation window: You can cancel a gemstone order for a full refund any time before it is dispatched from our warehouse. Once tracking has been generated and the parcel has been handed over to the courier, the order cannot be cancelled.
• Return / exchange window: You have 7 days from delivery to request a return or exchange, provided the stone, its packaging, and the accompanying government-lab certificate are all in original, untouched condition (no scratches, no scuffs on the stone, certificate seal intact).
• Return shipping: For an eligible return, we schedule a reverse pickup at our cost within India. For international orders, return shipping is borne by the buyer.
• Non-returnable cases: A stone that has been mounted into a ring / pendant, engraved, or worn on the skin is not eligible for return.
• Refund timeline: Once the returned stone reaches us and passes inspection (usually 1–2 business days), the refund is initiated. Bank credit typically completes within 5–7 business days depending on your issuing bank.
• Wrong / damaged delivery: If you receive a wrong SKU, a damaged stone, or a mismatched certificate, contact us within 48 hours of delivery with clear photographs. We will replace the item at no cost or issue a full refund (buyer's choice).

4. 1:1 Consultations with Human Astrologers

• Free reschedule: You may reschedule your session for free up to 12 hours before the confirmed slot. Just message us on Instagram or call the support number below.
• Refund before the session: If you cancel more than 12 hours before the session, the full amount is refunded to the wallet within 24 hours or to the original payment method within 5–7 business days.
• No-show / late cancellation: If you cancel less than 12 hours before, or do not show up at the scheduled time, the session fee is non-refundable — the astrologer's calendar was blocked for you.
• Astrologer-side cancellation: If the astrologer is unable to conduct the session, you will receive a full refund plus a complimentary reschedule at no additional cost.

5. How to Request a Cancellation or Refund

Reach us via email or fill out the contact form below with your order ID (or Razorpay payment id) and a one-line reason. We reply within one business day (Mon–Sat, 10 AM – 8 PM IST).

6. Refund Method & Timelines

• Method: Refunds are always processed to the original payment method (Razorpay → your card / UPI / netbanking account). Alternative methods (e.g., wallet credit) are offered only if you explicitly opt in.
• Processing: Once approved, refunds are initiated within 24 hours from our side.
• Bank credit: Actual credit to your account depends on your issuing bank. UPI refunds are typically instant; card refunds take 3–7 business days; net-banking refunds take 5–7 business days.

7. Disputes & Chargebacks

Before filing a chargeback with your bank, please give us a chance to resolve the issue directly. Most refund concerns are settled within 24 hours of contact. A chargeback initiated before contacting us may delay the resolution as Razorpay enters a formal dispute investigation window.