Refund & Cancellation Policy
These terms describe how digital credits, refunds, and service cancellations are handled on the platform.
Last updated: Feb 2026
1. General Principles of the Wallet System
- Hello Her operates a prepaid virtual wallet where currency converts into digital credits.
- Credits are non-transferable and hold no value outside the platform.
- Credits are consumed based on call duration or text usage.
- Credits may expire after 365 days of account inactivity.
- Fraudulent wallet manipulation results in forfeiture and account blocking.
2. Eligibility Criteria for Refunds
- Payment deducted but credits not received.
- Duplicate charge caused by system error.
- Call disconnected within 30 seconds due to server failure.
- Verified unauthorized transaction from platform breach.
- Refund required under applicable Indian law.
3. Non-Refundable Scenarios
- User dissatisfaction with interaction quality.
- User network, device, or battery failure.
- Account deletion with remaining wallet balance.
- Account suspension for policy violations.
- Accidental recharge or call initiation.
4. Refund Request Process
- Refund request must be submitted within 48 hours.
- Provide Transaction ID, registered mobile number, and payment proof.
- Requests accepted only via in-app support or official support email.
- Manual verification using server logs and payment gateway reports.
- Decision communicated via email or in-app notification.
5. Processing Timeline & Payout
- Verification typically completed within 3–5 business days.
- Refund issued to original payment source.
- Bank processing may take 7–10 business days.
- Payment gateway charges or taxes may be deducted.
6. Cancellation of Membership Services
- Users may stop services anytime by discontinuing usage.
- No refund for utilized billing period.
- Company may modify or discontinue services without refund liability.
- Payment obligations prior to cancellation remain enforceable.
7. Dispute Resolution & Jurisdiction
- This policy operates with the Terms & Conditions.
- Company decision based on technical evidence is final.
- Jurisdiction: Courts of Bhopal, India.