Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all transactions on the PranLok platform, including wallet top-ups, per-minute healer consultation charges (voice/video calls and chat), group/subscription plan purchases, and e-commerce product purchases. By making a payment on PranLok, and by accepting these terms via the mandatory consent checkbox at registration, you acknowledge and agree to the strict no-refund provisions below.

1. No-Refund Policy — Overview

Except as expressly stated in Section 2 (failed/erroneous transactions), all amounts paid to or deducted by PranLok are final and non-refundable. This includes, without limitation, wallet top-ups, per-minute healer call/chat session charges, group session and subscription purchases, and e-commerce product orders. By registering an account on either the seeker app or the healer app, you affirmatively accept this no-refund policy as part of our Terms & Conditions and Privacy Policy.

2. Failed or Erroneous Transactions Only

• The sole exception to the no-refund policy above is a failed transaction where the amount is debited from your payment method but not credited to your PranLok wallet due to a technical or payment-gateway error.
• For such failed top-ups, Razorpay (our payment processor) automatically reverses the charge to your original payment method, typically within 5-7 business days depending on your bank.
• If an automatic reversal does not occur within 7 business days, contact us at support@pranyog.in with your Razorpay transaction ID and we will investigate.
• Wallet balances are non-transferable and cannot be withdrawn as cash (except for healer payout settlements, which are governed by separate healer payout terms).
• Any wallet balance remaining when your account is deleted (and not restored within the 90-day grace period after your deletion request is approved) is forfeited.

3. Per-Minute Healer Sessions (Voice/Video Calls & Chat)

• Healer consultations are billed per connected minute. You are charged only for the actual minutes during which the call or chat session is connected. Idle time in the lobby, ringing, and reconnection attempts are not billed.
• During an active session, a temporary hold (reservation) is placed on your wallet balance. This hold is finalised (deducted) when the session ends based on the actual connected duration. Any unutilised reserved amount is released back to your available wallet balance automatically — this is accurate billing of unused time, not a refund.
• Mid-session disconnections: If the session disconnects due to a technical failure (network drop, server issue), you are billed only for the connected minutes before the drop. If you or the healer rejoin and continue within a reasonable window, billing resumes from the new join point.
• Once a session minute has been connected and billed, that charge is final. We do not issue credits, refunds, or adjustments for dissatisfaction with a healer's advice, consultation quality, or outcome.

4. E-Commerce Product Orders

• Cancellation: You may cancel an order before it is shipped (typically before the status changes to “shipped”). Once shipped, cancellation is not available.
• No returns, replacements, or refunds. PranLok does not accept returns or replacements on delivered products, and does not issue refunds for delivered orders, including for change of mind, incorrect expectations, or dissatisfaction with the product.
• If you receive a wrong or damaged product due to our error, contact support@pranyog.in with your order ID — this is handled as a fulfilment error, not a return, and is addressed at our discretion.

5. Group Plans & Subscriptions

• Group plan subscriptions (healer-led group sessions) are billed upfront for the subscription period.
• Cancellation: You may cancel an active subscription before its next renewal date. Cancellation stops future renewals; it does not refund the current or any prior paid period.
• Subscriptions and group sessions, once purchased, are non-refundable in full, including where zero or partial sessions have been attended.

6. Contact Us

For refund-related queries, disputes, or to report a transaction issue, please contact us at support@pranyog.in. Include your registered phone number, transaction/order ID, and a description of the issue for faster resolution.