Refund & Cancellation Policy

This policy explains when money comes back to you, and when it does not. It applies to wallet top-ups and to consultations on Astrovya .

1. Wallet top-ups

Money added to your wallet is credit for consultations on this Platform. Because it can be spent immediately, a top-up is generally non-refundable once it has been credited. We do refund in these cases:

• Money debited, wallet not credited. If your bank shows a debit but your balance did not increase, we refund in full once the gateway confirms the transaction.
• Duplicate payment. If the same top-up was charged more than once, we refund the extra charge in full.
• Unauthorised transaction. If a top-up was made without your authorisation and you report it promptly, we refund in full after investigation.

A failed or abandoned payment is never charged to you in the first place — the order is simply marked failed and no balance is added.

2. Unused balance

You may request a refund of an unused wallet balance. We will return it to the original payment method, less any payment-gateway fee that cannot be recovered. We may decline a request where we reasonably suspect fraud or abuse, or where the account is under investigation.

3. Consultations

Minutes you have consumed are a delivered service and are not refundable merely because you disagreed with the reading. Astrology is interpretation, and no astrologer can guarantee an outcome.

We do credit your wallet back where the service itself failed:

• The astrologer did not respond. If you were billed but the astrologer sent no message at all, the charged minutes are credited back in full.
• A technical fault on our side interrupted the chat and you were billed for minutes you could not use.
• You were billed at the wrong rate, or billed twice for the same minute.
• The astrologer behaved abusively or refused to engage with the question asked. We review the transcript before deciding.

Credits of this kind are returned to your wallet so you can consult someone else. Where you prefer the money back to your original payment method, say so in your request.

4. Cancellations

• A chat request you cancel before the astrologer accepts costs nothing. Billing only starts when they join.
• An astrologer may decline your request. Nothing is charged.
• An unanswered request expires automatically. Nothing is charged.
• You can end an active chat at any time. The minute in progress is not charged.

5. How to request a refund

Email info.jonark@gmail.com within 7 days of the transaction, including:

• your registered phone number or email;
• the order ID from your payment history, or the date, time and astrologer for a consultation;
• a short description of what went wrong.

We acknowledge within 48 hours. Most decisions are made within 7 working days. Where a refund goes back to the original payment method, the gateway and your bank typically take a further 5–10 working days to settle it.

6. Chargebacks

If you believe a charge is wrong, please contact us first — we can usually resolve it faster than a bank dispute. Raising a chargeback without contacting us may lead to your account being suspended while the dispute is open. We will supply the transaction and consultation records to the bank as evidence.

7. Contact

Refunds and billing: info.jonark@gmail.com .