Cancellation and refund policy

Three parties are involved in every purchase.

• The expert sets the price, what is included, the schedule and one refund option for the offering. The expert can only choose from the options in this policy. The agreement for the service is between you and the expert.
• You see the refund option on the listing and again at checkout before you pay. The option shown when you paid is the one that applies to that purchase. We save it with your order, so later changes to the listing do not change it.
• Askobo collects the payment, runs the refund process, makes the decision on your request when you ask for a refund, and sends the money back. Askobo is responsible for the platform, payments, video meetings, and its own recordings, transcripts and AI summaries.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Section 6 lists the cases where you always get a full refund, whatever option the expert chose.

If this policy and a listing differ, the listing terms shown at checkout apply, as long as they stay within the options below. See Terms of use for the order in which our documents apply.

This section covers one-to-one sessions, group sessions, recurring session series, cohorts and webinars (live webinars). The times below are counted back from the scheduled start. The percentages apply to the price of the item.

• Series: each meeting in a series follows the option on the listing. You can cancel one meeting without cancelling the others.
• Group sessions, cohorts and webinars: the same table applies to your seat or ticket.
• Recorded webinars: these are digital items. Section 3 applies, not this table.
• Missing a session: if you do not join and you did not cancel in time, the session counts as delivered. You get no refund for the missed session, except through the 72-hour window of the money-back guarantee option.

Example: you paid under Standard for a session that starts on Friday at 6 pm. If you cancel on Thursday at 5 pm, you get 100% of the price. If you cancel on Thursday at 7 pm, you get 0%.

This section covers courses, digital downloads and products, and recorded webinars.

• Courses and progress: a course is not refundable once more than 30% of it is completed, under any option.
• Latest time to ask: we do not accept a change-of-mind refund request more than 30 days after purchase, whatever the option.
• Not as described or not delivered: section 6 applies even if the option is no refund.

Programs are priced as a whole. A refund for unused sessions is worked out from the program price, not from a price per session.

Free sessions, webinars and products have no refund option because no money changes hands. If a free item is not delivered or is not as described, tell us (section 7) and we will look into it. For fees, taxes and credits you did pay, section 9 applies.

You get 100% back, including the GST and the payment processing fee you paid, in each of these cases:

• The expert cancels the item.
• Askobo cancels the item, including when a problem on our platform stops it from happening.
• The expert does not show up.
• The service or product is not delivered.
• The service or product is deficient or not as described on the listing. This follows Rule 6(3) of the Consumer Protection (E-Commerce) Rules, 2020.

A problem on your side, such as your own internet connection, is not on this list. If a session cannot go ahead because of a problem on our platform or the expert's side, report it (section 7) and you get the full refund.

If a live item was not delivered or something went wrong, report it within 24 hours after its scheduled end. Use Seeker > Refunds or email [email protected]. Reporting quickly lets us check meeting records while they are fresh.

The 24-hour period is a process window to help us act fast. It does not take away any right you have under Indian consumer law. If you report later, we still look at your request on its facts.

You can ask to reschedule a live item from your booking until the deadline in the table in section 2: 24 hours before the start for the money-back guarantee and non-refundable options, 12 hours for Flexible, 24 hours for Standard and 48 hours for Strict. Pick a new time from the expert's open slots. A reschedule does not change the option or the price.

If no new time works for you, you can cancel instead and the cancel windows in section 2 apply. If the expert asks to move the session and you do not agree to the new time, that counts as the expert cancelling and section 6 applies.

At checkout you pay the price set by the expert, GST on that price, and a payment processing fee. The checkout shows each amount before you pay.

• Payment processing fee (2.5% today): the fee is refunded in full whenever you get 100% of the price back, including when you cancel in time under the expert's option and in every case in section 6. On a partial refund, such as 50% under Flexible or unused sessions after you have used some of a program, the fee is not refunded. The rate is an admin setting and can change. Your checkout shows the rate that applied to you.
• GST: the GST charged on the part of the price you get back is reversed with the refund, under the GST rules. If you get 50% of the price back, GST on that 50% is reversed.

1. Ask. In the app, go to Seeker > Refunds and choose the booking or purchase. Or email [email protected] with the booking ID and what went wrong. If you can cancel within the window of your option, you can cancel straight from the booking.
2. Ticket. You get a ticket number so you can follow the request.
3. Review. We check the booking, payment, meeting join records, course progress and anything the expert and you send us. You can add screenshots, messages or other evidence at any time while the request is open.
4. Decision. We tell you the decision and the reason in writing. If you do not agree, reply on the ticket or write to our grievance officer (section 15).

If a request looks unusual, we ask you to confirm it is you before we process it.

• Method: the refund goes to the original payment method (card, UPI, net banking or wallet) through Razorpay.
• Start: after we approve a refund, we start it within 1-2 business days.
• Bank time: banks and card issuers usually take about 5-7 business days to show the money.
• Failed or duplicate payments: if money left your account but the booking did not go through, or you were charged twice, the amount is reversed within the timelines set by the Reserve Bank of India. Email [email protected] if you do not see it by then.

If you have had 3 completed refunds, for any items, in the last 90 days, we send your next refund requests to a person in our team for review. This does not stop you from asking. It can add time to the decision, and we still apply section 6 in full. The cases in section 6 are refunded as usual.

Organisations buy credits for their learners' sessions. The expiry date of each credit lot is shown when the organisation buys it, and credits that expire are not carried over. Sessions paid for with credits follow the refund option on the listing.

Experts can pay for an Askobo billing plan, monthly or yearly. The plan renews by itself until cancelled. You can cancel at any time from your billing page. The cancellation takes effect at the end of the current billing cycle, and you keep the plan until then. Before each recurring charge we send a notice at least 24 hours ahead, as the Reserve Bank of India e-mandate rules require.

A charge made after you cancelled, or a duplicate charge, is refunded in full.

If you are not happy with a refund decision, reply to your ticket or write to our grievance officer through the Grievance redressal page. We reply within the timelines on that page.

You can raise a charge-back with your bank or card issuer. Please contact us first, because we can usually fix a problem faster than a bank process, and an open charge-back pauses the expert's earning for that booking. You can also go to a Consumer Commission under the Consumer Protection Act, 2019. Using any of these routes does not remove the others.

If you are a consumer in the European Union or the United Kingdom, you can withdraw from a service purchase within 14 days without giving a reason. When you ask a session to start within those 14 days, you agree that it starts now. If you withdraw after it has started, you pay for what was delivered. If the service has been fully delivered, you can no longer withdraw. Your rights under the rest of this policy stay.

Refund questions: [email protected]. Complaints: [email protected]. Phone: +91 98812 23337, Mon–Fri, 9:00–18:00 IST.

ASKOBO TECHNOLOGIES PRIVATE LIMITED, Sf.No.456/1, Site.No.147, Breeze Garden, Athipalayam, Coimbatore-641110, Tamil Nadu, India