Consultant Refund Policy

Refund Policy

Effective Date: 22 April 2026

This policy explains how refunds, cancellations, and earnings work for Consultants on the eSalahKaar platform. Understanding when you get paid and when you don't is essential for managing your sessions effectively.

1. General Principles

1.1 When a User books a Session, the full amount is pre-paid from their Wallet. Your earnings from the Session are credited to your in-app Wallet instantly upon Session completion.

1.2 You receive 100% of your base rate (per-minute rate × session duration). The platform service fee and GST are charged separately to the User and are not deducted from your earnings.

1.3 If a Session is cancelled, refunded, or does not take place due to your actions (cancellation, rejection, no-show, or timeout), you are not paid and the User receives a full refund.

1.4 Refunds to Users are processed automatically by the system. You do not need to take any action.

2. When You Get Paid

2.1 Successful Session completion: You are paid your full base rate instantly to your Wallet.

2.2 User no-show: If the User does not join by the Session end time, you are paid your full base rate. The User does not receive a refund.

2.3 User joins late (within 5-minute grace): You are paid your full base rate. The Session runs for the remaining time only.

2.4 Instant Session completed: You are paid for the actual duration (rounded up to the nearest full minute).

3. When You Are NOT Paid

3.1 You cancel a confirmed booking: User receives 100% refund. You earn nothing.

3.2 You reject a booking request: User receives 100% refund. You earn nothing.

3.3 You don't respond before deadline: System auto-cancels. User receives 100% refund. You earn nothing.

3.4 Consultant no-show (you don't join within 5 minutes): User receives 100% refund. You earn nothing. Repeated no-shows are flagged for admin review.

3.5 User cancels before deadline (2 hours before Session): User receives 100% refund. You earn nothing. (User exercised their right to cancel within the allowed window.)

3.6 Instant Session — you don't pick up within 30 seconds: Request auto-cancelled. No charge to User. You earn nothing.

3.7 Instant Session — you decline: No charge to User. You earn nothing.

4. Call Drops and Technical Issues

4.1 Single drop, reconnect within 3 minutes: Session continues. You are paid normally.

4.2 Cannot reconnect within 3 minutes: Both parties confirm status.

(a) Both say "Completed": You are paid. No refund to User.

(b) Both say "Not completed": User receives refund. You are not paid.

5. Rescheduling

5.1 You may propose to reschedule once per booking, up to 2 hours before Session.

5.2 If the User accepts: Booking updated, no earnings impact.

5.3 If the User rejects: Original time is kept. If the User then chooses to cancel instead, they receive a 100% refund and you are not paid.

6. Account Suspension or Termination

6.1 If your account is suspended, all active bookings are automatically cancelled. Users receive full refunds. You are not paid for those Sessions.

6.2 Wallet balance upon termination is handled at the Company's discretion based on the nature and severity of the violation.

7. Earnings Summary

Scenario → You Get Paid? → User Refunded?

Session completed successfully
Yes — full base rate · User Refunded: No

User no-show
Yes — full base rate · User Refunded: No

You cancel the booking
No · User Refunded: Yes (100%)

You reject the booking
No · User Refunded: Yes (100%)

You don't respond (timeout)
No · User Refunded: Yes (100%)

Consultant no-show (you don't join)
No · User Refunded: Yes (100%)

User cancels before deadline
No · User Refunded: Yes (100%)

Call drop — both say Not Completed
No · User Refunded: Yes (100%)

Call drop — both say Completed
Yes — full base rate · User Refunded: No

8. Contact

Email: support@esalahkaar.com
WhatsApp: +91 9005006426
In-App: Profile → Support → Raise a Ticket