Refund & Cancellation Policy

This Policy explains how cancellations and refunds work for Meri Janu's credit top-ups and subscriptions. It's written to be read before you pay, as required under India's Consumer Protection (E-Commerce) Rules, 2020 — not discovered afterwards. It forms part of our Terms & Conditions.

You can cancel a recurring subscription at any time from Dashboard → Settings → Subscription. Cancellation stops future renewals — you keep full access to your paid tier until the end of the period you already paid for, and are not charged again after that. We do not provide a prorated refund for the unused portion of a current billing period simply because you chose to cancel partway through, in line with standard subscription practice — see When a Refund Applies for the exceptions.

Credits are consumed as you chat and remain in your account indefinitely while it stays active — they don't expire. Because a credit purchase gives you something usable immediately, credit purchases are non-refundable once any portion has been used, or is available to use as intended, except in the specific situations in When a Refund Applies below.

We will refund a charge when, on review, one of the following is genuinely true:

• Billing error — you were charged twice for the same purchase, charged the wrong amount, or charged after you'd already cancelled.
• Verified technical failure — a fault on our side (not your device or network) prevented you from accessing the credits or subscription features you paid for, you reported it to us, and we were unable to fix it within a reasonable time (we target 5 business days).
• Service materially not delivered — for a subscription, our systems were down or the paid tier was substantially unusable for a significant, verifiable part of the billing period, through no fault of yours.
• Where required by Indian consumer protection law — we'll always honour a refund a court, consumer forum, or applicable law entitles you to, regardless of the above.

In each case, we review your account's usage logs before approving — this is a manual, verified process, not an automatic one.

To be direct about this upfront: a refund request is not approved simply because you:

• Used most or all of the credits or messages you purchased and then decided you want your money back — using what you paid for isn't evidence that something went wrong.
• Changed your mind, found a cheaper option elsewhere, or simply no longer want the subscription — cancel any time under Cancelling a Subscription instead; this stops future charges but doesn't refund the current period.
• Didn't personally enjoy a companion's personality, tone, or a specific reply — this is a product-fit or content-quality concern, not a technical fault, unless the reply itself violated our Terms & Conditions — Acceptable Use, in which case please also report it using the in-chat report action.
• Had your account suspended or terminated for violating our Terms & Conditions.

We check reported issues against your actual usage before deciding — a request that doesn't match what our logs show (for example, reporting a "technical failure" on an account that sent and received messages normally throughout the period in question) will be declined.

Email us at the address in the Grievance & Contact section below within 7 days of the charge, with your registered email, the approximate date and amount of the charge, and a description of what went wrong. We'll acknowledge your request within 2 business days and give you a decision within 5 business days of receiving all the information we need to review it.

Approved refunds are issued to your original payment method through Razorpay. Once we initiate it, it typically reaches you within 5–10 business days, depending on your bank or payment provider — this part is outside our control once released.

If something's wrong with a charge, please contact us first — most issues are resolved faster this way than through a bank dispute. If you file a chargeback with your bank or card network without contacting us, we may need to place your account on hold while the dispute is investigated.

We may update this Policy from time to time; the version in effect at the time of your purchase is the one that applies to that purchase. We'll post the revised version here with a new "last updated" date.