Refund and Cancellation Policy

This policy applies to purchases made inside the Neeli app through Razorpay or PayU. It is written to be unambiguous, because the worst possible outcome here is a person who cannot tell whether they will get their money back.

The core rule

What you buy in Neeli is a digital item, delivered instantly to your account. Once it has been delivered:

• the purchase is final and non-refundable;
• the balance cannot be converted to cash;
• the balance cannot be transferred to another account.

The exceptions below are real exceptions, and we honour them without argument when they apply.

When we will refund

We will refund in each of the following situations:

• Money debited, nothing delivered. Your payment succeeded but the purchase was not credited to your account, because of a payment-gateway or technical failure.
• Duplicate charge. You were charged more than once for the same order.
• Unauthorised transaction. A payment was made from your account without your authorisation, verified after investigation.
• Platform-side failure that consumed your balance. A fault on our side deducted from your balance without delivering the call it was deducted for.
• Service outage attributable to Neeli. An outage on our side prevented you from using something you had just paid for.

In each case we refund the affected amount to the original payment method.

When we will not refund

• Balance already consumed on calls. Once a conversation has happened, the service was delivered.
• Dissatisfaction with a conversation. If a listener's tone, manner or approach was not what you hoped for, or the call "did not help", that is not a refundable fault — but please tell us at contact@neeliapp.com if a listener broke our Community Guidelines, because that is a different matter and we act on it.
• Calls you ended early, or calls lost because of your own network, device, battery or connectivity.
• Promotional, bonus and referral credits. These were given free, have no cash value, and are never refundable in money.
• Accounts terminated for breaching our Terms and Conditions. Any remaining balance is forfeited.
• Partial consumption. We do not issue partial refunds on a pack that has been partly used.

Dropped and failed calls

Call failures are handled in balance, not in cash, and automatically:

• A call that fails to connect is not charged.
• A call that drops within the first 30 seconds due to a fault on our side is credited back to your balance automatically.
• Calls that drop later, or drop because of your own connection, are charged for the time that was actually used.

If an automatic credit did not happen when you believe it should have, write to contact@neeliapp.com with the date and approximate time of the call and we will check it.

How to request a refund

Email contact@neeliapp.com within 7 days of the transaction, including:

• the email address registered on your Neeli account;
• the payment reference or order identifier from your payment confirmation;
• the date, time and amount of the transaction;
• a description of what went wrong, and a screenshot if you have one.

Requests received after 7 days will still be reviewed, but a bank or payment processor may no longer be able to reverse the transaction.

Timelines

Refunds are always returned to the original payment method. We cannot refund to a different account, in cash, or as a transfer to a third party.

Cancellations

• Purchases cannot be cancelled once completed, because delivery is instantaneous.
• There are no subscriptions and no auto-renewals on Neeli. Nothing recurs, and there is nothing to cancel. If we introduce a recurring plan in the future, this policy will be updated with cancellation instructions before it launches.
• You can stop using Neeli at any time. Deleting your account is covered on the Account and Data Deletion page. Any unused balance is forfeited on deletion.

Purchases made through an app store

If a purchase was made through Google Play Billing or Apple In-App Purchase, the refund is governed by that store's own process, because the store collected the payment and we did not. We cannot refund money we never received.

• Google Play: request a refund through Google Play's order history and refund request flow.
• Apple: request a refund through Apple's "Report a Problem" service.

If the store declines and you believe the fault was ours, write to contact@neeliapp.com and we will look at what we can do at our end.

Chargebacks

Please contact us before raising a dispute with your bank — we can usually resolve it faster than a chargeback can.

Raising a chargeback will result in your account being suspended pending investigation, and any balance being frozen while the dispute is open. Chargebacks that we determine to be fraudulent may be pursued, and will result in a permanent ban.

Grievances

If you are not satisfied with a refund decision:

• Consumer grievances under the Consumer Protection (E-Commerce) Rules, 2020: contact@neeliapp.com. We acknowledge within 48 hours and redress within one month.
• Grievance Officer: Aman, contact@neeliapp.com. Acknowledgement within 24 hours, resolution within 15 days.

Contact

Billing and refunds: contact@neeliapp.com · General support: contact@neeliapp.com · Contact us