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Refund & Cancellation Policy

Last updated: April 2026

REFUND AND CANCELLATION POLICY

Last Updated: April 2026

This policy applies to all paid Sessions booked through the eSalahKaar mobile application operated by Labhakarini InfoTech (P) LTD.

1. GENERAL PRINCIPLES

1.1 All refunds are credited to your in-app Wallet instantly.

1.2 Refunds are not available as bank transfers, cheque, or to the original payment method. Wallet balance can be used for future Sessions or withdrawn (subject to minimum withdrawal limits).

1.3 All refunds are 100% of the gross amount paid (including Platform Fee and GST). The Company takes 0% on refunded Sessions.

1.4 Refund processing is automatic — no manual request is needed for the scenarios described below.

2. SCHEDULED SESSION — CANCELLATION BY USER

2.1 You may cancel a scheduled Session at any time before the cancellation deadline.

2.2 Cancellation deadline: 2 hours before the session start time.

2.3 Cancellation before deadline: 100% refund to Wallet, instantly.

2.4 Cancellation after deadline: The booking is locked and cannot be cancelled by the User. If the User does not join the session, it is treated as a User no-show (see Section 5).

2.5 You can cancel even while the booking is in "Pending" status (before the Consultant has accepted). In this case, you receive a 100% refund instantly.

3. SCHEDULED SESSION — CANCELLATION BY CONSULTANT

3.1 A Consultant may cancel a confirmed booking at any time up to 30 minutes before the session start time.

3.2 If a Consultant cancels: 100% refund to User's Wallet, instantly.

3.3 If a Consultant rejects a booking request: 100% refund to User's Wallet, instantly.

3.4 If a Consultant does not respond to a booking request before the response deadline (30 minutes before session): the system auto-cancels the booking and issues a 100% refund to User's Wallet.

4. CONSULTANT NO-SHOW

4.1 If the Consultant does not join the session within 5 minutes of the scheduled start time, the session is marked as "Consultant No-Show".

4.2 The User receives a 100% refund to Wallet, instantly.

4.3 Consultants with repeated no-shows are flagged for account review.

5. USER NO-SHOW

5.1 If the User does not join the session by the session end time, the session is marked as "User No-Show".

5.2 No refund is issued. The Consultant is paid their share as if the session was completed.

5.3 The User has a 5-minute grace period from the session start time to join late. If the User joins late, the session runs for the remaining time only — no additional time is added.

6. INSTANT CALLS

6.1 Instant calls are billed per minute. Billing starts when the Consultant picks up.

6.2 If the Consultant does not pick up within 30 seconds, the call is automatically ended and no charge is applied.

6.3 There is no advance payment for instant calls — charges are deducted from the Wallet in real-time.

6.4 Partial minutes are rounded up to the next full minute.

7. CALL DROPS AND TECHNICAL ISSUES

7.1 Single call drop with reconnection within 3 minutes: Session continues, no refund.

7.2 Unable to reconnect within 3 minutes: Both parties are prompted to confirm session status.

  • (a) Both confirm "Not completed": 100% refund
  • (b) Both confirm "Completed": Consultant paid, no refund
  • (c) Disagreement: Escalated to admin for manual review within 24 hours

7.3 System-detected repeated drops (3+ in one session): Flagged for technical review.

8. RESCHEDULING

8.1 Each party (User and Consultant) may reschedule once per booking.

8.2 Rescheduling is available until 2 hours before the session.

8.3 If the other party accepts the new time: Booking updated, no refund needed.

8.4 If the other party rejects or does not respond: Original time slot is kept.

8.5 If the Consultant proposes a reschedule and the User rejects, the User may choose to cancel for a 100% refund instead.

9. WALLET BALANCE AND WITHDRAWALS

9.1 Wallet balance does not expire.

9.2 Wallet balance can be withdrawn to a linked bank account or UPI, subject to:

  • (a) Minimum withdrawal: ₹100
  • (b) Processing time: within 5–7 business days

9.3 Wallet balance must be fully withdrawn before account deletion.

10. DISPUTES

10.1 Issues can be reported within 24 hours of a session through the App's support section.

10.2 After 24 hours, disputes can be raised through the Help Centre only.

10.3 All disputes are reviewed by the admin team and resolved within 24–48 hours.

11. EXCEPTIONS

11.1 Refunds are not provided for:

  • (a) User no-show
  • (b) Dissatisfaction with advice or guidance quality (Consultants are independent — the Company does not guarantee outcomes)
  • (c) Sessions completed successfully regardless of User satisfaction
  • (d) Cancellations requested after the cancellation deadline

11.2 In exceptional circumstances, the Company reserves the right to issue goodwill refunds at its sole discretion.

12. CONTACT

For refund-related queries, contact us at:

Email: support@labhakariniinfotech.com
WhatsApp: +91 9005006426

Company: Labhakarini InfoTech (P) LTD