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