Cancellation and Refund Policy

1About this policy

1. This Cancellation and Refund Policy explains when and how you can cancel a purchase on the Spirioology website (www.spirioology.com) and the Spirioology apps for Android and iOS, and how refunds are paid. Spirioology is the trade name of MANAS HEMANG RAVAL, a sole proprietor based in Ahmedabad, India.
2. This policy is part of our Terms and Conditions at www.spirioology.com/terms and repeats the cancellation and refund terms in those Terms in more detail. If this page and the Terms ever differ, the version that is more favourable to you applies.
3. A booking or product page may offer more generous terms than this policy. Where it does, those terms apply to that purchase.
4. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law that cannot be excluded by contract.

2Refunds at a glance

3Live consultations with experts

1. Consultations are billed per second for the time you are actually connected, with no minimum charge. You can end a session at any time and you are charged only up to that moment.
2. You are never charged while a session is paused. If the connection drops, billing stops, and the session ends if it is not restored within 60 seconds. If your wallet runs out, the session pauses and you have 3 minutes to top up.
3. Technical failures. If a session fails because of a problem on our side or the expert’s (for example, no audio, a frozen video, or an expert who does not respond), the charges for the affected time are refunded to your wallet. We do this automatically when our systems detect the problem, or when you ask us within 7 days of the session.
4. Quality complaints. If the expert was rude, spoke a language other than the one you chose, broke our rules of conduct or did not deliver what their profile describes, report it within 7 days by email or phone. We review the session record and may refund some or all of the charge to your wallet.
5. We do not refund a consultation because a prediction did not come true or because you disagree with an interpretation. Readings are guidance, as our Disclaimer at www.spirioology.com/disclaimer explains.

4Spirio AI, reports, chart unlocks and Premium

1. A Spirio AI question is used only when Spirio AI delivers an answer from your chart. Refusals, failed answers, clarifying questions and retries of an interrupted answer never use a question, so nothing needs refunding for them.
2. Digital items bought directly from us on the website (Spirio AI packs, reports and chart unlocks) can be cancelled for a full refund before they are delivered. After delivery or use they are not refundable, unless the item is defective, not as described or was not delivered. If a reading or report is wrong because of our mistake, such as a chart calculated with the wrong settings, we correct it free of charge or refund you.
3. Purchases made inside the iOS or Android app are processed by Apple or Google, and refunds for them are decided by Apple or Google under their rules. You can request a refund through your App Store or Google Play purchase history, and we will support your request. If the app store does not refund you in a case where we would have, we pay you directly.
4. Spirioology Premium. You can cancel at any time and keep your benefits until the end of the period you have paid for. We do not refund part-used periods, except that if a renewal you did not intend is charged directly by us (not through Apple or Google) and you tell us within 7 days of the renewal without having used Premium benefits since, we refund it in full. If we discontinue Premium, we refund the unused part.

5Online puja (ePuja)

1. You can cancel an online puja for a full refund up to 24 hours before its scheduled time (Indian Standard Time). If you cancel less than 24 hours before, you receive 75% of the price, because preparation such as booking the pandit and buying samagri has already been made. Once the puja has been performed, it cannot be refunded.
2. If we cancel, or the temple or puja place changes the schedule, we offer you the next available slot or a full refund, as you prefer. If this happens less than 24 hours before the scheduled time and you choose a refund, we also pay 25% of the price as compensation.
3. If the date of the puja mattered, for example a puja booked for a particular festival or tithi, and we cannot perform it on that date, you can choose a full refund instead of a later date.
4. We will not change the temple, ritual, date or pandit in any important way without your agreement. If we do so without your agreement, you are entitled to a full refund.
5. If the proof we send (video or photos) does not show your puja, or prasad that was included is not delivered, tell us within 7 days of the puja date and we will put it right or refund the affected part of the price.

6Pandit at home

1. You can cancel for a full refund up to 24 hours before the start of the arrival window, and reschedule free of charge once, up to 12 hours before. If you cancel less than 24 hours before, you receive 75% of the price.
2. If we cancel less than 24 hours before, or the pandit arrives more than 60 minutes after the end of the arrival window and you no longer want the puja, you receive a full refund plus 25% of the price as compensation.
3. If a ritual is stopped because of a safety concern, harassment or a request to do something unlawful, we review what happened and decide any refund fairly, based on what was actually provided and who caused the problem.
4. Dakshina is voluntary and is never part of the price. If a pandit asks you for money beyond the booked price, please report it. Money paid outside the Platform cannot be refunded by us, but we will act against the pandit.

7Shop products

Before and during delivery

1. You can cancel an order for a full refund until it is dispatched. After dispatch, you may refuse the delivery, and we refund the price less the actual shipping cost, which we show you.
2. If your order arrives after the latest delivery date shown at checkout for reasons within our or the seller’s control, you may refuse or return it for a full refund, including delivery charges.
3. If we cancel your order, for example because the item is unavailable or there is an obvious pricing error, you receive a full refund.

Damaged, defective, wrong, missing or not as described

1. Please tell us within 48 hours of delivery, by email, with photos of the parcel, its label and the item. An unboxing video is optional, and it helps us settle your claim quickly, especially for gemstones and orders above ₹5,000. For a defect that could not be seen at delivery, tell us within 7 days.
2. We arrange a pickup at our cost and send a replacement or give a full refund, as you prefer. For low-value items we may refund you on the basis of your photos without asking for the item back.
3. If a gemstone or other certified item does not match its description or its laboratory report, tell us whenever you find out. These time limits do not apply, and the certificate must be returned with the stone.

Change of mind (deliveries within India)

1. You may return an unused item in its original packaging, with all tags, seals and certificates, within 7 days of delivery. The actual return shipping cost, shown in the app before you confirm the return, is deducted from your refund.
2. The courier may check the item at your door when collecting it. We refund you once the item passes that check, or once we receive and inspect it if a doorstep check is not available on your pin code.
3. Some items cannot be returned for a change of mind. These are items energised or personalised in your name, prasad, incense and other consumables, opened hygiene items, gemstones that have been set in jewellery or altered or are returned without the original laboratory report, and items marked non-returnable on the product page before you bought them. Damaged, defective and wrong items are always covered by clauses 7.4 to 7.6.
4. Change-of-mind returns are not available for international deliveries. Damaged, defective, wrong and missing items delivered abroad are covered as above.

8Wallet and promotional credit

1. The Spirioology wallet pays only for live consultations. Your paid wallet balance never expires.
2. When you close your account, or if we stop offering live consultations, your unused paid balance is refunded to your original payment method within 7 working days. Where that is not possible, we refund it to a bank account or UPI ID you verify with us.
3. Promotional credit from offers, referrals or goodwill gestures has no cash value, expires 30 days after it is added, and cannot be withdrawn, transferred or refunded.
4. Refunds for consultations go to your wallet as paid balance, which you can use for another consultation or receive back under clause 8.2.

9How to ask for a refund

1. Email spirioology@gmail.com, or call +91 99986 46559, with your registered mobile number (if you have one), the order or booking number, what went wrong and any photos.
2. You receive an acknowledgement with a reference number within 24 hours. We decide every refund request within 7 days.
3. If you paid cash on delivery, we ask for the bank account or UPI ID where you want the refund, and we verify it before paying.

10How and when refunds are paid

1. Refunds go back to the original payment method, except refunds for consultations, which go to your wallet, and cash on delivery orders, which go to the bank account or UPI ID you give us.
2. We start an approved refund within 5 working days and give you its reference number. Banks and card networks usually credit it within a further 5 to 7 working days. Refunds to your wallet are immediate.
3. If your refund is due because of our failure, we never deduct payment gateway charges.
4. For payments in another currency or by international card, we refund the rupee amount you paid. Your bank may apply its own exchange rate, and currency conversion fees charged by your bank are not refundable by us.
5. If a refund does not reach you within the times above, write to us with the reference number and we will trace it with the payment provider.

11Fair both ways, and your other rights

1. We charge for a late cancellation only where we bear a similar charge when we cancel late, in line with the Consumer Protection (E-Commerce) Rules, 2020.
2. You keep your right to raise a dispute or chargeback with your bank or payment provider. Contacting us first is often quicker, and we will never penalise a genuine dispute.
3. If you are not satisfied with our decision, you can contact our Grievance Officer (see our Grievance Redressal Policy at www.spirioology.com/grievance), the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint with the Consumer Commission through e-Jagriti at e-jagriti.gov.in.

12Contact