REFUNDS FOR SERVICES
- Once a booking for any service reaches the processing stage, there will be no refund. Similar is the case when a consultation is executed. Users are advised to be careful while placing an order.
- Users can cancel the services [except Slot Call/Chat/Video Call] any time from the user app before the service is initiated. For such services money is not deducted upfront. If service initiated and user did not receive the call/chat then the booking is cancelled and notification sent regarding their unavailability.
- Slot booking deducts money upfront before consultation and while booking a slot. Miss or cancellations will incur cancellation charges as an astrologer time is dedicated for the slot User.
Cancellation charges for slot booking defined below
- 24 Hrs and above - No Cancellation charge, 100% refund is credited back to wallet.
- Between 12 Hrs to 24 Hrs - 1% of booking amount is taken as cancellation charge and rest credited back to wallet.
- Between 6 Hrs to 12 Hrs - 2% of booking amount is taken as cancellation charge and rest credited back to wallet.
- Between 0Hrs to 6 Hrs - 2.5% of booking amount is taken as cancellation charge and rest credited back to wallet.
- Between consultation slot start until 5 mins - 2.5% of booking amount is taken as cancellation charge and rest credited back to wallet.
- Same above applies for initiated bookings but no user response.
- For slot services, make sure the contact number is in full coverage area and you have good internet connection. The Website repeats at least three try before deeming a call as non-connectable. No refunds will be given for services that were connected but not received.
- If a Slot service (Call/Chat/Video Call) cancelled by astrologer under unforeseen circumstances, user will get a complete refund of the service charges deducted.
- Upfront charges are deducted for services like 'Ask a question'. This cannot be cancelled after booking. No refund shall be made if data for report generation, provided by the customer is incorrect.
- In case any kind of booking was placed by mistake, contact customer support for assistance. Based on facts the team decides on refund eligibility.
- All refunds are credited back to the wallet in the User app.
RETURN & REFUNDS FOR GOODS
- The window for any kind of return initiation is 24 Hrs from the time of delivery.
- If an item that was not ordered by you (different item) delivered, then you are eligible for return. In this case, the company will bear all the charges for the return pickup and your amount of purchase will be credited back in 7 working days.
- If an item is received in damaged condition [damaged during transit], you have 24 Hrs to contact our customer support number and initiate a refund along with pics or videos to support your claim. Unboxing video is a must to understand that the product was damaged in transit. Once verified, your amount will be credited within 7 working days [if return of damaged product not needed] or your amount will be credited [after damaged product received by us].
- User should understand and agree that the pictures depicting the product is only for reference purpose and the Website will try to deliver the product ordered which almost matches in look as displayed. The User is advised to exercise discretion in such case and no refund shall be issued on such grounds.
- Post delivery User agrees to be fully responsible for any damage caused to the product.
- The Website holds no responsibility or liability about the reality/reliability of the gems and other astrological items sold on the Website. The placing of order for buying such products is solely on the discretion and will of the User and the Website does not have any responsibility upon the products sold. The User is advised to exercise discretion in such case and no refund shall be issued on such grounds.
RETURN REQUIREMENTS FOR GOODS
- The item must be in its original condition, unused, and with all original tags and packaging intact.
- Proof of purchase, such as the order number or purchase receipt, is required.
- Personalized or custom-made items are not eligible for return, as they are specifically tailored for you.
PROCESS OF RETURNS
To initiate a return, follow these steps:
- Contact our customer support team through email or phone, providing your order details and the reason for the return.
- Our team will review your request. Once approved carefully pack the item in its original packaging, along with all accessories, and courier back to our office address.
- Once we receive the returned item and verify its condition, we will process the refund or exchange within 7 business days. Return courier charges will be refunded based on discretion and verification of the item returned.
Please note that Astrolight reserves the right to refuse returns that do not comply with our return policy or appear to be in unsatisfactory condition. If you have any questions or concerns regarding the return process, feel free to contact our customer support team at support@astrolight.in or +91 8069160470
PAYMENT GATEWAY REFUNDS
- It is common for the Website or any third-party providers like payment gateway to experience server related issues like ‘slow down’, ’failure’ or ‘session timeout’. Before retrying a failed payment, User must check whether his/her Bank Account has been debited.
- In case the Website or Payment gateway’s webpage, that is linked to the Website, is experiencing any server related issues like ‘slow down’ or ‘failure’ or ‘session timeout’, the User shall, before initiating the second payment, check whether his/her Bank Account has been debited or not and accordingly resort to one of the following options:
- **In case the Bank Account appears to be debited, ensure that you do not make the payment twice and immediately thereafter contact the Website via customer care to confirm payment.
- **In case the Bank Account is not debited, the User may initiate a fresh transaction to make payment.
- **However, refund for multiple payment, if any, even after the above precaution against the same order shall be refunded in full without deduction of the transaction charges as mentioned above. The Website shall only retain the cost of one single order as intended to be placed by the User.
- Refuse, accept or cancel a booking is at the sole discretion of the Website. Cancellation might happen due to unavailability of a consultant, inaccuracy, error in pricing. If money deducted, this will be refunded.
- Any refund initiated will be audited by our backend quality team. This will require looking into call recordings and chat transcripts. It can take up to 7 business days for analysis and refund amount back to wallet. This is also subject to transaction and processing time taken by bank/payment gateway.
- Any amount refunded will be reflected in the User wallet.
- Refund will be initiated if there is a network issue, weak signal, background noise, inaudible consultant etc.
- Refund will be initiated if consultant not able to respond fluently in language chosen by the User.
- Refund will be initiated if consultant takes long enough time to respond to query from the User.
- Refund will be initiated if consultant provided irrelevant response to User query.
- Refund will not be initiated for lack of accuracy or factual accuracy of consultations.
FORCE MAJEURE
Neither the Company nor the App shall be liable for damages for any delay or failure to perform its obligations hereunder if such delay or failure is due to cause beyond its control or without its fault or negligence, due to Force Majeure events including but not limited to acts of war, acts of God, terrorism, earthquake, flood, strike, riot, fire, explosion, festive activities sabotage, labour shortage or dispute, internet interruption, technical failure, breakage of sea cable, hacking, piracy, cheating, illegal or unauthorized acts, riot or other civil commotion, failure in transportation, act of any government or any court or administrative agency thereof, epidemics or quarantine restrictions, or other cause(s) beyond the reasonable control of Us (“Force Majeure”). Upon cessation of the cause of the Force Majeure, the Terms explained here, shall again become fully operative.