Refund & Cancellation Policy

Last updated: [date of publication]

1. Wallet top-ups

Adding money to your AskNapoleon wallet is a purchase of prepaid service credit, not a purchase of a physical or shippable good. Top-ups are processed instantly via Razorpay; once your payment is confirmed, the corresponding amount is credited to your in-app wallet immediately (typically within seconds, occasionally up to a few minutes if our server-to-server confirmation from Razorpay is delayed).

2. Failed or unsuccessful payments

If a payment fails, is declined, or is cancelled partway through (for example, you close the payment window before completing it), no wallet credit is created and no charge should appear on your payment method. If your bank statement shows a deduction for a top-up that did not reflect in your wallet balance, contact us via our Contact Us page with your payment date, amount, and (if available) the Razorpay payment ID — we will investigate and, where our records confirm Razorpay received the payment but it was not credited, either credit your wallet or coordinate a refund with Razorpay.

3. Consumed wallet balance

Once a wallet amount has been used to pay for and receive a delivered answer (traditional Oraculum question or "Ask Anything" question), that amount is considered a completed digital service transaction and is non-refundable. Digital content, once delivered, cannot be "returned" in the way a physical product can.

4. Unused wallet balance

Unused wallet balance remains available in your account for future use and does not expire under normal circumstances. Wallet balance cannot be withdrawn as cash or transferred to another user or another payment method — it may only be spent within the Service. If you close your account, any remaining unused balance may be forfeited unless you request a refund of the unused portion within the timeframe below.

5. Requesting a refund of unused balance

If you wish to close your account and request a refund of your unused (i.e. never spent on a delivered answer) wallet balance, contact us within 7 days of your most recent top-up via our Contact Us page, including your username and the amount in question. Approved refunds are returned to the original payment method via Razorpay and typically reflect within 5–7 business days, depending on your bank.

6. Duplicate or erroneous charges

If you believe you were charged more than once for the same top-up, or charged an incorrect amount due to a technical error, report it via our Contact Us page within 7 days of the transaction. We will investigate using our transaction records and Razorpay's payment records, and issue a refund for any confirmed duplicate or erroneous charge.

7. How to reach us

All refund and cancellation requests should be sent via our Contact Us page so we can verify the transaction against our records before processing.

This document is a general-purpose template and has not been reviewed by a lawyer; please have it reviewed, and confirm the stated refund timelines match what you can actually commit to operationally, before going live with real payments.