Refund Policy

1. Payment Structure

• Vaya operates on a prepaid minutes system where users add balance to their account prior to consulting with astrologers.

• First-time users receive a complimentary 5-minute consultation with an astrologer

• After the free trial period, charges are calculated at our per minute rate.

• All purchases are for Vaya account credits (minutes) which can be used for astrological consultations.

• Minutes can be used to chat with any astrologer on our platform.

2. Refund Eligibility

2.1 Technical Issues

• Full refund will be provided if the consultation is interrupted due to technical issues on Vaya's platform

• Connection issues on the user's end are not eligible for refunds

2.2 Service Quality

• If users experience inappropriate behavior or unprofessional conduct from an astrologer, they may request a refund for that specific session

• Complaints must be filed within 24 hours of the consultation

• Each complaint will be reviewed by our quality assurance team

2.3 Unused Minutes

• Unused minutes in your account remain valid for 12 months from the date of purchase

• Unused minutes cannot be refunded back in your bank account

3. Non-Refundable Scenarios

• Completed consultations that have already been delivered

• Minutes expired due to account inactivity (12 months)

• Free trial minutes

• Consultations where users disconnect voluntarily

• Refunds will not be provided if users are dissatisfied with astrological readings or predictions

4. Refund Process

4.1 How to Request a Refund

1. Email [email protected] with the subject “Refund Request”

2. Please include the following in your email

   • Consultation date and time

   • Astrologer's name

   • Reason for refund request

   • Any relevant screenshots or evidence

4.2 Processing Time

• Refund requests will be reviewed within 48-72 hours

• Approved refunds will be processed within 5-7 business days

• Refunds will be credited back to the original payment method used for purchase

5. Special Circumstances

• In case of emergency maintenance or service disruption, affected users will be notified and compensated with additional minutes

• Vaya reserves the right to review and modify refund decisions in exceptional circumstances

• For disputes not covered under this policy, users can contact customer support for resolution

6. Modifications to Refund Policy

• Vaya reserves the right to modify this refund policy at any time

• Users will be notified of any significant changes via email

• Continued use of services after policy updates constitutes acceptance of the new terms

7. Contact Information

For any queries regarding refunds, please contact:

• Email: [email protected]

• Support Hours: Monday to Friday, 9 AM to 6 PM EST

• Response Time: Within 24 hours on business days

Note: This refund policy is governed by Delhi law and forms part of our Terms of Service. By using Vaya's services, you agree to these refund terms and conditions.