Legal document Refund Policy

Talk time is bought in advance and deducted minute by minute while a call is connected. Once a call has taken place, the Talk Time used for that call is considered delivered and is not refundable simply because the conversation was not what you hoped for.

What we do refund is money taken for something you did not get: a payment that failed or duplicated, a purchase that never reached your wallet, a call prevented by a technical failure, or a service that was paid for and not provided. Those cases are set out below.

Technical failure

A technical failure affecting the Tokify service that prevented you from staying connected beyond a few minutes. Tell the Listener you are speaking to at the time, or report the issue through in-app Help & Support or by emailing support@tokifyapp.com immediately, so that the call can be matched to our records.

Non-delivery

A payment was successfully completed but the purchased Talk Time was not credited to your account, or a paid call could not be provided due to a technical or service issue on the Tokify side.

Failed transaction

Money left your account but the talk time was never credited to your Tokify wallet.

Duplicate transaction

The same purchase was charged more than once. The duplicate charge is refunded.

Incorrect charge

You were charged an amount that does not match the plan you bought, or talk time was deducted for a session that did not happen.

Unauthorised transaction

A purchase made on your account without your authorisation. Report it immediately so we can secure the account and investigate.

• Talk time already used. Minutes spent in a completed call have been delivered.
• Dissatisfaction with a conversation. A call you did not enjoy, or a Listener you did not connect with, is not a refundable fault. Tell us about it anyway — it is useful, and if a guideline was broken it is a matter for the Community Guidelines.
• Unused talk time you simply decided not to use. Talk time does not expire on its own, so it remains available to you rather than being converted back to money.
• Talk time forfeited on account deletion. See Delete Account.
• Problems with your own connection or device. Issues such as ordinary network variability, low battery, unsuitable location, or device-related problems that do not prevent the call from being provided are not refundable.
• Calls ended by you. You can end a call at any time. Talk Time deduction stops when the call ends. Talk Time already used during the call is not refundable, and any unused Talk Time remains available in your account for future use.
• Accounts terminated for a breach of the Terms of Use or the Community Guidelines. Any return of amounts paid or talk time remaining is at Tokify's discretion and is discussed on the facts of the case.
• Payments made outside Tokify. Tokify processes payments only through its authorised payment channels. Money sent directly to a Listener or any other person outside Tokify cannot be recovered by us.
• Requests raised so late that the transaction or call can no longer be verified against our records.

1. Email support@tokifyapp.com with "Refund request" in the subject line. Include the mobile number or email address associated with your Tokify account so that we can verify the request.
2. Tell us the reason for the request — which of the cases above it falls under, and what happened.
3. Give us the details of the service or transaction: the date and approximate time, the amount, the plan bought, and the call it relates to.
4. Attach any supporting information you have, such as a payment reference, a bank or UPI transaction ID, or a screenshot of the charge.
5. Send it as soon as you can after the problem occurred.

The more precise the transaction details, the faster the decision. A request without a date, amount or reference takes longer because we have to find the transaction first.

Once your request reaches us, we check it against our payment and call records and assess whether it is eligible under this policy. The time this takes varies with the complexity of the case and our internal procedures, and we may come back to you for more information.

We then decide whether a refund applies and tell you the outcome. If it is approved, we start the refund process. If it is declined, we tell you why, and you can ask us to look at it again.

An approved refund is issued to the original payment method used for the transaction, unless you ask otherwise in writing or a technical limitation prevents it.

If your payment method has changed, closed, or expired since the original transaction, tell us when you make the request. Where a refund is sent to a payment method you have since changed, Tokify is not responsible for non-receipt of the amount.

Refunds are returned to the original payment method used for the transaction, unless applicable law or the relevant payment provider requires otherwise.

Review

Begins when your request reaches support. The period varies with the complexity of the case; we will keep you informed and may ask for more detail.

Processing an approved refund

Within 7 working days of approval.

Money reaching you

After we process it, the time for the amount to appear depends on your payment provider and bank. That part is outside Tokify's control.

If an approved refund has not reached you well beyond your bank's usual timeframe, reply to the same email thread with the reference we gave you and we will follow it up with the payment provider.

• Where a purchase was made through an app store or another third-party channel, that channel's own refund rules may apply to it in addition to this policy, and a request may need to go to them.
• Where Tokify is unable to provide a paid service because of a technical, availability or safety issue, we will review the affected transaction under this Refund Policy.
• If you believe a purchase or paid service qualifies for a refund, eligibility will be determined under this Refund Policy.
• Nothing in this policy limits any right you have under applicable Indian law that cannot lawfully be limited.

All refund requests and questions go to support@tokifyapp.com.

If you are unhappy with how a refund request was handled, you can raise it with our Grievance Officer at the same address, as set out in the Terms of Use.