Refund & Cancellation Policy

Last Updated: May 2025

Quick Reference

1. Oracle Credits (Prashnavali)

Oracle credit packs (₹1,799 for 3 questions / ₹3,999 for 10 questions) are non-refundable once purchased. This is because:

• Credits are digital goods delivered instantly upon payment
• Unused credits do not expire — they remain in your account indefinitely
• Credits are transferable to future sessions within your account

Exception: If a question attempt failed due to a technical error on our platform (e.g. the page crashed mid-reading) and the credit was deducted, we will restore the credit within 24 hours. Please email us with a screenshot.

2. Paid Consultations

Consultations are one-on-one sessions (video, phone, or WhatsApp) scheduled at a mutually agreed time.

• Cancellation 24+ hours before: Full 100% refund to your original payment method (card, UPI, etc.) within 5–7 business days
• Cancellation within 24 hours: 50% refund. The remaining 50% covers the practitioner's reserved time slot
• No-show (you): If you miss your scheduled session without notifying us at least 2 hours in advance, the full session fee is forfeited
• No-show (practitioner): If we are unable to conduct your session, you will receive a full refund or a free rescheduled session — your choice
• Rescheduling: You may reschedule your consultation up to 2 times without penalty, provided you do so at least 12 hours in advance

3. Premium Membership

• Within 7 days of purchase, no premium features used: Full 100% refund
• Partial use within 7 days: We will assess on a case-by-case basis and may offer a pro-rata refund for unused days
• After 7 days: No refund. You retain access until the end of your billing period
• Voluntary account closure: Membership access ends at the period end — no partial refund for the remaining period

4. Technical Failures & Payment Errors

• Duplicate charge: If Razorpay charged you twice for the same order, we will refund the duplicate amount within 2–5 business days upon verification
• Payment debited but service not delivered: If your payment was deducted but oracle credits were not added or your consultation was not booked, contact us immediately. We will investigate and resolve within 24 hours
• Razorpay payment failures: If a payment fails during processing, you should not be charged. If you see a deduction, your bank will typically reverse it within 5–7 business days automatically. Contact us if it doesn't

5. How to Request a Refund

• Email us at jyothisairam@twinstarsgroup.com with the subject line: "Refund Request — [Your Name]"

• Include your registered email, the Razorpay Payment ID (found in your payment confirmation email), and a brief description of the issue

• We will acknowledge your request within 24 hours and resolve it within the timeframes listed in the table above

• Approved refunds are processed back to your original payment method — UPI, card, or bank account. We do not issue refunds via a different channel than the one used to pay

6. Chargebacks & Disputes

We strongly encourage you to contact us first before initiating a chargeback with your bank or card issuer. Most issues are resolved quickly and amicably.

If you initiate a chargeback without contacting us, we reserve the right to:

• Suspend your account pending investigation
• Provide Razorpay and your bank with evidence of service delivery
• Dispute the chargeback if we believe it is unfounded

Fraudulent chargebacks may result in permanent account termination.

7. Non-Refundable Items (Summary)

• Prashnavali oracle credits once purchased
• Consultation fees for no-shows (client side)
• Premium membership fees after 7 days of purchase
• Any service where the full reading or consultation has already been delivered

8. Contact for Refunds