RELIABLE SATHI - CANCELLATION, RESCHEDULE & REFUND POLICY

Last Updated: 9th February 2025

This Cancellation, Reschedule, and Refund Policy (Policy) governs all paid counselling sessions, subscriptions, and in-app purchases offered on Reliable Sathi, operated by Reliable Telecom (Reliable Sathi, we, us, or our).

By booking a session or purchasing any service on our platform, you (User or Customer) agree to this Policy.

1. DEFINITIONS

• Session: A counselling session booked via chat, audio, or video.

• Counsellor: A wellness guide, expert, or counsellor listed on Reliable Sathi.

• User Wallet: In-app wallet used to pay for sessions (non-withdrawable).

• Service Fee: The amount paid for booking or purchasing any service.

2. GENERAL POLICY

Reliable Sathi provides non-medical emotional wellness sessions.

All sessions are prepaid, and your payment confirms your booking.

Refund eligibility depends on the time of cancellation and usage of the service.

3. SESSION CANCELLATION POLICY

3.1 USER-INITIATED CANCELLATION

You may cancel a booked session under the following rules:

1. Cancellation BEFORE 24 hours of the session start time

   1. 100% refund will be credited to your Reliable Sathi Wallet. (Refunds are NOT credited back to bank, UPI, card, or payment source.)

2. Cancellation BETWEEN 24 hours and 12 hours before the session

   1. 50% refund to your Reliable Sathi Wallet.

3. Cancellation WITHIN 12 hours of the session

   1. No refund

Because the counsellor’s slot has already been reserved.

4. RESCHEDULING POLICY

4.1 USER-INITIATED RESCHEDULING

You may reschedule:

• BEFORE 12 hours of session start

  • Free reschedule

  • Only 1 free reschedule per session is allowed.

• WITHIN 12 hours

  • Rescheduling is NOT allowed.

  • You must cancel the session (no refund applicable).

5. COUNSELLOR-INITIATED CANCELLATION OR RESCHEDULE

If a counsellor cancels or reschedules due to an emergency or availability issue:

• You receive 100% refund to your Wallet, OR

• You may choose to reschedule at NO extra cost.

• User choice prevails.

6. NO-SHOW POLICY

A session is marked as No-Show when:

• User does not join within 10 minutes of the scheduled start time, OR

• User is unreachable or offline

In case of No-Show:

• No refund will be issued.

If the counsellor is a No-Show:

• 100% refund or free reschedule.

7. REFUND POLICY

Refunds follow the rules below:

7.1 Refund Method

Refunds are always credited to the Reliable Sathi Wallet.

Refunds are NOT transferred back to:

• Bank account

• UPI

• Debit/Credit card

• Net banking

• Third-party wallets

This is because sessions are “consumable services.”

7.2 Refund Processing Time

Refunds to Wallet are instant but may take up to: 24 hours in rare cases

Email confirmation may take up to 48 hours

7.3 Refund Restrictions

Refunds will NOT be issued for:

• Used sessions

• Partially used sessions

• Sessions where the user violated platform guidelines

• Offers, promotions, or discounted packages

• Subscription fees already consumed

• Wallet recharges (non-refundable under all circumstances)

8. SUBSCRIPTION & MEMBERSHIP REFUNDS

If you purchase a subscription or package:

If less than 10% of the service is used

• Refund allowed (pro-rated) to Wallet only

If 10% or more is consumed

• No refund

If the subscription includes free/bonus sessions

• These are NOT refundable.

9. TECHNICAL ISSUES DURING A SESSION

If technical issues occur caused by Reliable Sathi servers, you are eligible for:

• Free reschedule

OR

• 100% Wallet refund

If technical issues occur on user side, such as:

• Internet problems

• Mic / camera not working

• Device issues

• App not updated

Refund will not be provided.

10. MISCONDUCT OR POLICY VIOLATION

Refunds are NOT provided if the session is terminated because of:

• Abuse or harassment

• Inappropriate behaviour

• Violation of community guidelines

• Attempt to extract personal contact details

• Illegal behaviour

Reliable Sathi reserves the right to permanently block your account.

11. WALLET BALANCE POLICY

• Wallet balance is non-refundable

• Wallet money cannot be withdrawn to bank

• Wallet amount never expires unless account is deleted

• Wallet refunds are tied to your specific account only

12. CONTACT & SUPPORT FOR REFUNDS

If you believe your cancellation qualifies for a refund or if any issue occurred:

Email: hello@reliablesathi.com

Phone: +91-99291-13507

Contact Form: https://info.reliablesathi.com/ContactUs.html

Website: https://www.reliablesathi.com

Response time: 24–48 hours

13. POLICY MODIFICATIONS

Reliable Sathi may modify or update this Policy at any time.

Changes will be posted on:

• https://www.reliablesathi.com

• and within the App.