Refund and Cancellation Policy

1. How Recharges and Billing Work on ApnaChat

On ApnaChat: Talk & Connect (apnachat.in and app.apnachat.in), callers add prepaid account balance in Indian Rupees (plus applicable GST) through our payment partner, Razorpay, using UPI, debit/credit cards, or netbanking. There are no recurring subscriptions or automatic monthly renewals to cancel—you only recharge when you choose to.

2. Unused Account Balance and First-Recharge Bonus (Non-Refundable)

• Unused Account Balance: Money added to your ApnaChat account balance is not refundable and cannot be withdrawn back to a bank account or UPI ID. However, your unused balance has no expiry date and remains available in your account for future voice calls and chats for as long as your account stays active.
• First-Recharge Bonus: The one-time promotional bonus credited on your first recharge is strictly for in-app calls and chats and is not refundable or redeemable for cash under any circumstances.

3. Voice Call Charges, Unanswered Calls, and Dropped Calls

• Unanswered Calls (No Charge): If you place a call to a listener and the call is not answered or fails to connect, no amount (₹0) is deducted from your account balance.
• Connected Calls: Once a call connects, billing starts at the per-minute rate displayed in the app, with a minimum charge of one (1) connected minute.
• Calls That Drop for Technical Reasons: If a call drops unexpectedly due to a technical or network failure, our system ensures a fair billing rule: only connected minutes are charged. If you believe you were wrongly charged for unserved time due to a system error, email us within 48 hours and our team will verify the call log and credit any overcharged balance back to your ApnaChat wallet.

4. Chat Message Charges and Unanswered Messages

Chat messages are charged per message from your account balance. When you send a message to a listener, the per-message charge is temporarily held from your balance. If the listener does not reply within the active reply window, the held amount is automatically returned in full to your ApnaChat account balance.

5. Failed, Interrupted, or Duplicate Payments

All payments on ApnaChat are processed securely through Razorpay. Sometimes a payment may be debited from your bank account or UPI app, but the recharge fails to reach us due to a bank or network timeout, or you may accidentally be charged twice for the same order.

• Automatic Reconciliation: In most cases, failed or duplicate transactions are automatically detected and either credited to your ApnaChat balance or refunded to your original payment method.
• Refund Timeline: Approved refunds for failed or duplicate payments are sent back to your original payment source (UPI, card, or netbanking account) through Razorpay. Depending on your bank and Razorpay’s processing times, the money usually reflects in your bank statement within 5 to 7 working days.

6. How to Ask for a Refund or Billing Review

If you experienced a failed or duplicate recharge, or a technical billing error on a call or chat, please write to us with the following details:

• Email: support@apnachat.in
• Details to include: Your registered mobile number (or email address), the Razorpay Order ID / Payment ID or UPI UTR reference number, the date and amount of the transaction, and a brief note explaining the issue.

How long we take to answer: We acknowledge billing and refund emails promptly and resolve all requests within 14 days.