This policy explains when a coin purchase on Yaara can be refunded. It forms part of the Terms of Service.

1. In short

• Coins you have used are not refundable. Minutes talked, messages and gifts sent are final.
• Failed or uncredited payments are refunded. If money left your account but coins did not arrive, tell us within 7 days and we will credit the coins or refund the payment.
• Unused coins are refundable only in the situations listed in section 4.
• There is nothing to cancel: Yaara has no subscription. You only pay when you buy coins.

2. Coins already used

When you place a call, the rate per minute is shown before you tap Call, a live meter runs during the call, and the call ends by itself when your balance runs out. Because the service has already been delivered, coins spent on completed call minutes, paid messages or gifts are not refundable, including where you were unhappy with the conversation. If a Counsellor behaved improperly, report them from the call or chat screen; we investigate every report and may, at our discretion, re-credit coins for a call that breached the Community Guidelines.

3. Failed, duplicate or uncredited payments

1. If a payment failed, was charged twice, or succeeded but the coins were not credited within 30 minutes, email support@meetyaara.com within 7 days of the payment with the Razorpay payment ID (from your bank or UPI app) and the email on your Yaara account.
2. We verify the payment with Razorpay within 3 working days.
3. If the payment succeeded, we credit the coins. If you prefer, or if the coins cannot be credited, we refund the full amount to the original payment method.
4. Refunds are initiated through Razorpay and usually reach your account within 5 to 7 working days, depending on your bank.

Where a payment fails and no money was captured, no refund is needed; a pending amount shown by your bank is released automatically, normally within 7 working days.

4. Unused coins

Coins are a prepaid balance with no cash value and are not normally refundable. We refund the purchase price of unused paid coins (never promotional or welcome coins) only when:

• we permanently discontinue the Service;
• we terminate your account without a breach on your part;
• a technical fault on our side made the coins unusable and we could not fix it within 7 days; or
• applicable consumer-protection law requires it.

A refund of unused coins is calculated at the price actually paid for the most recent package, after deducting any coins already used, and is paid to the original payment method.

5. Chargebacks and abuse

If you raise a chargeback with your bank for a purchase whose coins you have used, we may suspend the account until the dispute is resolved and may recover the value of the coins used. Repeated refund requests for used coins, or use of stolen payment instruments, lead to permanent termination.

6. Counsellor payouts

This policy covers customer purchases. Counsellor earnings and payouts are governed by the Counsellor Agreement. Earnings from a call that is later refunded to the customer because of the Counsellor's breach may be reversed.

7. How to ask

Email support@meetyaara.com with the subject "Refund", or use the contact form. Include the payment ID, date, amount and the email on your account. We acknowledge within 48 hours and decide within 7 working days. If you are not satisfied, escalate to our Grievance Officer under the Grievance Redressal process.