Vaya

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.

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