Refunds

When we refund

• A consultation did not happen. Money left your wallet but the astrologer never joined, the chat failed, or the session ended through a fault on our side. Every minute charged is returned to your Cosmic Geomancy wallet in full.
• The service failed during the consultation. The astrologer was unresponsive for a long stretch, could not answer in the language shown on their profile, or replied with something unrelated to what you asked. Returned to your wallet, in full or in part depending on how much of the consultation was affected.
• You were charged twice for the same thing, or charged for time after the chat had ended. Refunded in full, and we would like to know so we can fix it. To be clear about the boundary: the minute already running when you end a chat is charged, because it started. Anything after that is not.
• An unused paid top-up. Money you added to your wallet and have not spent can be returned to the card or account it came from, provided the unused amount is ₹500 or more. Partly used top-ups are refunded pro-rata on the unused balance. Below ₹500 we keep it in your wallet rather than sending it back (the payment fees would eat most of it), and it does not expire, so it stays yours to spend.
• A reading or report we cannot deliver. Our first answer is always to regenerate it or correct the details and produce it properly. If we genuinely cannot make it work, you get your money back rather than a credit for something that does not exist.

When we do not refund

• A report that was generated and worked. Once a reading has been produced and opened, it has been delivered. The exceptions are the two above: it never generated properly, or we built it from birth details we recorded wrongly.
• Consultation minutes already spent with a working astrologer who answered your question.
• Free or bonus credits. Promotional credits, referral credits and benefits included with a subscription have no cash value and are not converted to money.

How to ask

Write to support@cosmicgeomancy.com or use the contact form.

• Consultations and readings: within 48 hours. A complaint about a live consultation has to be fresh, because that is when the transcript, the timings and the astrologer's memory of it are all still meaningful.
• Unused wallet top-ups: within 30 days. Money you never spent is a different thing from a service complaint, and it should not stop being yours because a day passed.

Tell us the session or order and what went wrong. We reply within 48 hours, once we have checked it against your account records.

To look into a consultation complaint we read the chat transcript for that session. We will tell you when we do. If you would rather we did not, say so; we will decide on what you tell us instead.

How the money comes back

Consultation refunds go to your Cosmic Geomancy wallet, where they are available immediately and can be spent on any astrologer.

Unused paid top-ups go back to the card or account they came from, through our payment provider, usually 5 to 7 working days once approved, after which the timing is the bank's rather than ours. If you would rather have it as wallet credit, or the original payment method is no longer valid, we can do that instead and it is immediate.

One deduction, and only on money going back to a card

When we send money back to your card or bank, the payment processor keeps the fee it charged on the original transaction; it is not returned to us when we refund you, so it cannot be returned to you either. That fee is deducted from the amount you receive, and the exact figure is always shown to you before the refund is confirmed.

This never applies to a refund into your wallet, because no payment processor is involved; wallet refunds are always the full amount. And where the refund is because we failed, we absorb the fee ourselves rather than passing our mistake on to you.

Tax

No tax is deducted from a refund of unused credit, because none was charged when you added it. GST applies when credit is spent on a consultation, a subscription or a product, not when money goes into the wallet. Money you never spent was never taxed, so all of it comes back.

Every refund appears in your wallet history with the amount, the deduction if there was one, and the reason it was given.