Shastra

Refund & Cancellation Policy

Last updated: February 10, 2026

This Refund & Cancellation Policy explains the terms under which refunds may be issued for transactions made on the Shastra platform. Please read this policy carefully before making any payments.

1. Wallet Top-Ups

Shastra operates on a prepaid wallet model. You add funds to your Shastra wallet and these funds are used to pay for astrology consultations.

  • Unused Wallet Balance: If you have not used your wallet balance for any consultations, you may request a full refund of the unused balance by contacting our support team.
  • Partially Used Balance: Wallet top-ups that have been partially used for consultations are eligible for refund of the remaining unused portion, subject to review.
  • Used Balance: Wallet funds that have been used for completed consultations are non-refundable, as the service has been delivered.

2. Failed & Duplicate Transactions

In the event of a failed or duplicate transaction:

  • Failed Transactions: If money was debited from your bank account or payment method but was not credited to your Shastra wallet, the amount will be automatically refunded to your original payment method within 5-7 business days.
  • Duplicate Charges: If you are charged twice for the same transaction, the duplicate amount will be refunded automatically within 5-7 business days upon detection, or upon your reporting the issue to our support team.
  • Payment Gateway Issues: For any payment failures caused by Razorpay or banking infrastructure, refunds will be processed as per Razorpay's standard refund timelines.

3. Consultation-Related Refunds

Since consultations are real-time services delivered by astrologers, refunds for completed consultations are generally not available. However, we may consider refunds in the following exceptional circumstances:

  • Technical Issues: If a consultation was disrupted due to a verified technical issue on our platform (not your internet connection) that prevented meaningful service delivery.
  • Astrologer No-Show: If an astrologer accepted your consultation request but failed to respond within a reasonable time, the charges for that session will be refunded to your wallet.
  • Service Quality Concerns: If you believe the consultation quality was significantly below acceptable standards, you may raise a complaint within 24 hours of the consultation for a case-by-case review.

4. How to Request a Refund

To request a refund, please follow these steps:

  1. Email us at support@shastra.app with the subject line "Refund Request".
  2. Include the following information:
    • Your registered phone number
    • Transaction ID or order ID (available in the app under payment history)
    • Amount in question
    • Reason for the refund request
    • Date and time of the transaction or consultation
  3. Our support team will review your request and respond within 48 hours.

5. Refund Processing

  • Refund Method: Approved refunds will be processed to your original payment method (bank account, UPI, card, etc.) via Razorpay.
  • Processing Time: Refunds typically take 5-7 business days to reflect in your account after approval, depending on your bank or payment provider.
  • Wallet Credits: In some cases, refunds may be issued as credits to your Shastra wallet for faster resolution, with your consent.

6. Cancellation

  • Consultation Cancellation: You may cancel a consultation request before an astrologer accepts it, at no charge. Once an astrologer has accepted and the session has begun, cancellation is not available and standard charges apply.
  • Account Cancellation: You may delete your account at any time from the app settings. Any remaining unused wallet balance will be refunded upon request, subject to verification.

7. Non-Refundable Items

The following are strictly non-refundable:

  • Completed consultations where the service was delivered satisfactorily
  • Consultations where the user voluntarily ended the session before the astrologer could complete the reading
  • Refund requests made more than 7 days after the transaction date (except for failed transactions)

8. Disputes & Escalation

If you are unsatisfied with the resolution of your refund request, you may escalate the matter by emailing support@shastra.app with the subject line "Refund Escalation". We will review escalated cases within 5 business days and provide a final resolution.

9. Contact Us

For any questions or concerns regarding refunds and cancellations, please contact us:

Shastra Support

Email: support@shastra.app

Response time: Within 48 hours on business days.