Refund & cancellation policy.

1. Annual subscription

The subscription is ₹199 per year for users in India and US$10 per year for users in other countries. It renews automatically each year.

• No refunds on the subscription fee, whether the year is new or partially used. The subscription gives you full-year access at a price already set at well below typical counselling-platform pricing.
• You can cancel auto-renewal at any time from your account page. Cancelling stops the next annual charge — it does not refund the current period.
• When you cancel, you keep full access until the end of the period you have already paid for. After that date your account lapses (you can resubscribe later to restore your journal, counsellor history, and other content).
• Failed renewal payments: if your card fails at renewal, you enter a 7-day grace period during which Razorpay will retry the charge. If all retries fail, your subscription lapses with no charge to you.

2. Counsellor 1:1 sessions

Counsellor sessions are charged separately from the subscription, at prices set by each counsellor. Booking fees are charged at the time of booking through Razorpay.

• Cancel at least 24 hours before the scheduled start → full refund. Initiate the cancellation from your booking page; the refund is processed automatically.
• Cancel inside the 24-hour window → no refund. The counsellor has already reserved the slot and cannot fill it on short notice.
• You do not attend the session (user no-show) → no refund. The counsellor showed up and is paid for the slot.
• The counsellor does not attend (counsellor no-show) → full refund. This is processed automatically once the no-show is recorded.
• Technical failure on our side that prevents the session from happening → full refund. Contact us via the Contact page with the booking ID and we will process it.
• Counsellor misconduct or quality dispute → contact us via the Contact page with the booking ID. We review each case individually and may issue a refund or credit at our discretion.

3. Voice-thread overflow packs

Each subscription includes a monthly quota of asynchronous voice threads with counsellors. Once you exceed the quota, you can purchase additional single threads or packs.

• Voice-thread purchases are non-refundable once paid for. This applies to both single threads and packs, including any unused credits remaining in a pack.
• Unused voice-thread credits remain on your account so long as your subscription is active.
• The price and quantity are shown clearly before payment, and you confirm the purchase before being charged.

4. How refunds are processed

• Approved refunds are processed via Razorpay back to the original payment method.
• Refunds are made in the original currency of the transaction (₹ for users in India, US$ for users in other countries).
• Typical processing time is 5–7 business days from approval to the refund landing on your card or bank statement. Your bank may take longer to reflect the credit.
• You will receive a confirmation by email (if you have a recovery email on file) when the refund is initiated.

5. How to request a refund or raise a dispute

Most refunds happen automatically based on the rules above (cancel a booking ≥24h ahead, counsellor no-show, failed renewal). For everything else, contact us:

• Email atyourservice@vivanet.in from the recovery email on your account
• Or use the form on the Contact page
• Include your pseudonym and, where relevant, the booking ID or transaction ID

We acknowledge requests within 48 business hours (Mon–Fri) and aim to resolve them within 7 working days.

6. Chargebacks

If you have a concern about a charge, please contact us first — we can almost always resolve it faster than a card chargeback. Initiating a chargeback before contacting us may lead to account suspension while the dispute is investigated with the card network.

7. Changes to this policy

We may update this policy. Material changes will be notified by email (if you have a recovery email on file) and announced on the service at least 14 days before they take effect. Changes apply to transactions made after the effective date — not retroactively.

8. Contact

For any refund-related question: atyourservice@vivanet.in or the Contact page.