Futureogy
Legal Documents

Refund & Cancellation Policy

Effective Date: May 19, 2026

This policy governs the refund, cancellation, wallet usage, and transaction terms applicable to all users of the Futureogy platform operated by Neffertum Labs Pvt Ltd.

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1.

Nature of Services

Futureogy provides astrology and spiritual guidance services, including but not limited to:

  • Live consultations through chat, call, or video
  • AI-generated astrology readings and reports
  • Pre-generated reports
  • Spiritual remedies and customized energized products
  • Counselling services
  • Mental wellness guidance/counselling
  • Wallet-based prepaid services
  • Product based remedies
  • All services and outputs provided through the Platform are subjective interpretations intended solely for spiritual, informational, and entertainment purposes.
  • Outputs generated by astrologers or AI systems shall not be treated as financial, medical, legal, psychological, investment, or professional advice. The Company does not guarantee the accuracy, completeness, or outcome of any prediction, consultation, report, or remedy.
  • Note: The Company does not guarantee the accuracy, completeness, or outcome of any prediction, consultation, report, or remedy and this does not constitute for a reason for refund.
2.

Wallet System

The Platform operates a prepaid wallet-based system.

2.1Wallet Usage

  • Users may recharge their Wallet using supported payment methods, including UPI, cards, and other enabled payment systems.
  • Wallet balances are prepaid digital credits intended solely for use within the Platform.
  • Wallet balances: have no cash value, are non-transferable, cannot be exchanged for cash or bank transfer, and are non-withdrawable.
  • Wallet balances cannot be transferred out of the app to including but not limited to bank account/ debit to credit card/ UPI account etc.
  • Wallet balances currently do not expire unless otherwise specified by the Platform. Expiry of wallet is subject to change. In case of changes users and partners will be informed in advance.

2.2Minimum Wallet Requirement

  • Users must maintain a minimum Wallet balance equivalent to at least three (3) minutes of consultation charges before initiating any chat or call session with both AI and Human Expert.

2.3Billing Logic

  • Consultation sessions are billed on a per-minute basis. Each started minute shall be treated as a billable minute.
  • User disconnection at any moment of time does not constitute for refunds. Even one second over the last minute will be counted as a full minute.
  • Example: If a session lasts for 2 minutes 1 second then you will be charged for 3 minutes. If a session lasts for 1 minute 59 seconds or 2 minutes 0 seconds then you will be charged for 2 minutes.
  • If there is a technical failure from platform’s end the following logic applies:
  • If a session disconnects due to technical failure after thirty-five (35) seconds within the current billable minute, such minute shall be treated as consumed and no refund shall be issued for that minute.
  • If a verified technical failure occurs within the first thirty-five (35) seconds of the current billable minute, only the charges corresponding to the unutilized minute may be refunded to the User’s Wallet at the Platform’s discretion.
3.

Consultation Refund Policy

3.1Non-Refundable Consultations

  • No refund shall be provided: once a consultation session has been initiated, for completed consultations, for partially consumed consultations, due to dissatisfaction with predictions or guidance, due to astrologer communication style, tone, or subjective experience, if the wrong astrologer or category was selected by the User, or for user-side technical/network issues.

3.2Technical Failure Refunds

  • Refunds may be considered only in cases of verified technical failure, including: server-side interruption, failed session initiation, poor connection on expert’s end, or platform outage recorded in system logs.
  • Refunds shall: be credited only to the User’s Wallet, be processed within 5–7 business days subject to verification, and apply only to unutilized billable minutes where applicable.
  • The Platform may allow session reconnection attempts up to three (3) times. Users must contact the support team and submit relevant details or proof to initiate any eligible refund request.
  • Platform reserves right to investigate at it’s end the cause of technical failure before deciding whether or not the refund will be issued.

3.3Astrologer Availability

  • If an astrologer is temporarily unavailable, Users may be placed in a queue or the session may be rescheduled subject to availability.
4.

AI Reports & Digital Content

4.1AI-Generated Readings & Reports

  • AI-generated readings, reports, and digital astrology content are non-refundable once generated or delivered.
  • A report is deemed to be “Delivered” if that is either visible in app or sent to user via email, WhatsApp (or any other means) or downloadable.
  • Incorrect information submitted by the User, including inaccurate birth details or personal information, shall not qualify for refunds.

4.2Delayed Delivery

  • In case of delivery delay due to technical reasons, the Platform may retry or regenerate the report at its discretion instead of issuing refunds.
5.

Remedies & Physical Products

5.1Customized Energized Products

  • Customized energized products, spiritual remedies, and similar personalized items are specially prepared for the User and are strictly non-refundable and non-returnable.

5.2Physical Products

  • Cash on Delivery (COD) is not available.
  • No physical warranty or guarantee is given for the product. Breakage or physical damage to the product does not constitute for refund or replacement.
  • Physical products are strictly non-refundable and non-returnable.
6.

Services & Remedy Cancellation Policy

6.1Cancellation Window

  • Scheduled remedy services may only be rescheduled subject to the Platform’s policies and applicable rescheduling charges.

6.2Cancellation Charges

  • Applicable cancellation charges shall be displayed at the time of cancellation request.

6.3Late Cancellation

  • No refund shall be provided for cancellations made within forty-eight (48) hours of the scheduled service.

6.4Reschedule

  • Applicable rescheduling charges shall be displayed at the time of rescheduling request.
7.

Duplicate Transactions & Failed Credits

7.1Duplicate Payments

  • Verified duplicate payment transactions shall be refunded to the User’s Wallet within 5–7 business days, subject to transaction verification.
  • Users must contact the support team with relevant transaction details for review and processing.

7.2Payment Deducted but Wallet Not Credited

  • If payment is successfully deducted but Wallet credit is not received, Users must contact support within forty-eight (48) hours with relevant proof of transaction.
8.

Free Features & Trial Access

Certain features of the Platform may be: permanently free, temporarily free, or accessible once every twenty-four (24) hours.

The Platform reserves the right to modify, restrict, or discontinue free access features at any time.

9.

Refund Abuse & Fraud Prevention

The Platform reserves the right to limit, deny, suspend, or permanently terminate accounts in cases involving suspected: refund abuse, fraudulent activity, excessive refund requests, repeated unsupported claims, intentional session interruption, payment disputes, or misuse of promotional benefits.

Users initiating fraudulent chargebacks or abusing refund mechanisms may be permanently restricted from using the Platform.

The Platform reserves the right to reject refund claims where system logs, transaction records, or usage data contradict the User’s claim.

10.

Refund Processing Timeline

Refund requests must be raised within twenty-four (24) hours of the relevant transaction or issue.

Support requests are generally responded to within three (3) to five (5) business days.

Verified refunds, where applicable, are generally processed within ten (10) to fifteen (15) business days.

All refunds shall be issued exclusively as Wallet credits unless otherwise determined by the Platform.

11.

Taxes

All prices displayed on the Platform are inclusive of applicable taxes unless stated otherwise.

12.

Force Majeure

The Platform shall not be liable for delays, interruptions, or failures caused by circumstances beyond reasonable control, including but not limited to: internet outages, telecommunications failures, payment gateway disruptions, server failures, governmental restrictions, natural disasters, cyber incidents, or third-party service interruptions.

13.

Limitation of Liability

To the maximum extent permitted under applicable law:

  • the Platform shall not be liable for any indirect, incidental, emotional, financial, psychological, physical, academic, professional or consequential damages arising from use of the services,
  • and total liability, if any, shall not exceed the amount paid by the User for the specific disputed transaction.
14.

Governing Law & Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from or relating to this Policy shall be subject to the exclusive jurisdiction of the courts located in Mumbai, Maharashtra, India.

15.

Contact Information

For refund requests, billing issues, or support inquiries, Users may contact: support@futureogy.com