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Refund Policy

18+

Last updated: August 7, 2026

1. Operator

This Refund Policy applies to coin (chip) purchases and related payment issues on Heyloo.

2. What coins are

Coins are prepaid digital credits used only on Heyloo for paid consulting sessions (video, audio, and/or chat as offered). Coin packages and INR prices are shown at purchase. Coins are not cash, not withdrawable by users as money, and not transferable to other users.

3. General rule — digital goods

Once coins are successfully credited to your wallet after payment, purchases are generally non-refundable, including unused balances, except where required by applicable law or as stated below.

4. Failed or delayed credit

If your payment gateway shows a successful charge but coins are not credited within 24 hours, contact [email protected] with:

  • Registered email / phone;
  • Approximate time of payment;
  • Amount paid;
  • Razorpay / payment order ID or UTR if available.

After verification we will credit coins or process a refund through the original payment method where appropriate.

5. Duplicate / accidental charges

Duplicate successful charges for the same purchase will be investigated. We may refund the duplicate or credit equivalent coins after confirmation with the payment partner.

6. Session quality & consulting outcomes

Occasional network or device issues may affect sessions. Coins already consumed for connected session time are normally not refunded. We may offer goodwill coin credit at our sole discretion after review. Consulting is guidance only; dissatisfaction with advice alone is not grounds for a cash refund.

7. Abuse, fraud & chargebacks

Fraudulent payments, false chargebacks, or abuse of refunds may lead to account suspension, denial of future purchases, and forfeiture of remaining coins. We cooperate with payment partners and law enforcement where required.

8. Host earnings

This policy covers user coin purchases. Host payouts (if enabled) are governed by host/agency agreements and are separate from user refunds.

9. How to request help

Email [email protected] with the details in section 4. We aim to respond within a reasonable time during business days.

10. Contact

Heyloo
[email protected] · [email protected]