1. Consultation Session Cancellation
We understand that schedules can change. Here is how session cancellations are handled:
- User-Initiated Cancellation (Before Start): If you cancel a booked consultation at least 2 hours before the scheduled time, 100% of the booking amount is refunded instantly to your AdviTalk Wallet.
- Guide-Initiated Cancellation: If an AdviGuide is unable to attend or cancels a confirmed session, 100% of the session fees are automatically refunded to the client's wallet.
- Unjoined / Expired Sessions: If a session passes its scheduled window without both parties connecting, the appointment status transitions to Expired, and refund eligibility is evaluated automatically.
2. Per-Minute Billing Adjustments
For live per-minute chat, audio, or video consultations:
- Billing is calculated based on active connection time recorded by the server.
- In the event of an abrupt technical disconnection or network failure during a call, only the consumed minutes will be charged. Unused funds remain in your wallet balance.
3. Wallet Balance Refunds to Bank/UPI
Users may request a refund of unspent, deposited wallet funds back to their original payment source (Bank Account, UPI, or Credit/Debit Card):
- Refund requests must be submitted via email to support@advitalk.com with the registered phone number and payment transaction ID.
- Processing Turnaround: Once approved, bank refunds are processed within 5 to 7 business days depending on your banking provider.
4. Non-Refundable Scenarios
Refunds will not be granted under the following circumstances:
- Consultation sessions that were successfully completed and attended by both parties.
- Content that was unlocked and viewed under 24-hour pay-to-view monetization.
- Accounts suspended due to severe violations of Community Safety Guidelines or attempts to share external contact information.
5. Dispute Resolution & Support
If you experience any dissatisfaction, billing discrepancy, or guide no-show, please report it within 24 hours to our dedicated support desk:
Support Email: support@advitalk.com
Helpline: Available via the in-app Support Center
