Refund Policy

1.1 No Refunds to Original Payment Method

• All wallet recharges are final and non-refundable to the original payment method (credit card, debit card, UPI, net banking, etc.)
• This policy aligns with RBI (Reserve Bank of India) regulations and industry standards followed by digital wallet services
• Once money is added to your YouMat wallet, it cannot be transferred back to your bank account or original payment source

1.2 Wallet Balance Usage

• Wallet balance has no expiry date and can be used for consultations at any time
• Unused wallet balance cannot be transferred to other users or accounts
• Wallet balance is non-transferable and tied to your specific account

1.3 Exceptions for Wallet Refunds

Wallet recharges may be refunded to your wallet (not original payment method) only in the following cases:

• Double charging: If you were charged twice for the same recharge transaction
• Technical failure: If payment was deducted but wallet was not credited within 24 hours
• Unauthorized transactions: If you can prove unauthorized access to your account (subject to investigation)

2.1 Connected Consultations - No Refunds

• No refunds will be provided for any consultation that gets connected, even if the duration is less than expected
• Once you connect with a mental health professional, charges begin and are non-refundable
• This policy ensures fair compensation for professionals' time and expertise

2.2 Technical Issue Refunds

Refunds to your YouMat wallet will be provided in the following situations:

Connection Issues

• Call/chat disconnection due to network issues within the first 2 minutes
• Inability to connect due to server problems on YouMat's end
• Audio/video quality issues that make consultation impossible

Professional-Related Issues

• Consultant is inaudible or unable to communicate clearly
• Consultant is unable to communicate in the selected language
• Consultant provides inappropriate or unprofessional responses
• Consultant takes unreasonably long time (over 2 minutes) to respond initially

2.3 Refund Request Process

• Refund requests must be submitted within 24 hours of the consultation
• Submit requests through the app's "Support" section or email info@youmat.in
• Include consultation ID, date/time, and detailed reason for refund
• Our audit team will review consultation recordings/transcripts to verify claims

2.4 Refund Processing Time

• Technical issue refunds: Processed within 24-48 hours to your YouMat wallet
• Complex cases requiring investigation: Up to 7 business days

3.1 Service Quality Issues

• Dissatisfaction with consultation quality or advice received
• Disagreement with professional's assessment or recommendations
• Consultant's inability to provide desired outcome or solution
• Personal incompatibility with the mental health professional

3.2 User Error

• Incorrect timing or scheduling of consultations
• User's inability to connect due to their own technical issues
• Consultation charges for wrong consultant selection
• Accidental consultation initiation

3.3 External Factors

• Consultation interruption due to user's personal circumstances
• Power outages or internet issues on user's end
• Emergency situations requiring consultation termination

4.1 Scheduled Consultations

4.2 Instant Consultations

• Can be cancelled only before connection with a professional
• Once "connecting" status begins, cancellation is not possible
• No refunds for missed instant consultations

5.1 Internal Review Process

• All refund requests are reviewed by our Quality Audit Team
• Team has access to consultation recordings and chat transcripts for verification
• Decision of the audit team is final and binding
• Response provided within 3-7 business days

5.2 Escalation Process

• If unsatisfied with initial decision, users can escalate to senior management
• Escalation requests must be submitted within 48 hours of initial decision
• Final decision will be communicated within 10 business days

6.1 Failed Transactions

• If payment is deducted but wallet is not credited, automatic refund will be initiated
• Refund timeline: 3-7 business days depending on payment method used
• Users should wait 24 hours before reporting failed transactions

6.2 Double Charging

• Immediate investigation and refund of excess amount
• One transaction amount retained for intended wallet recharge
• Excess amount refunded to original payment method within 7-10 business days

7.1 Account Suspension/Termination

• If YouMat suspends or terminates your account for policy violations, no refunds will be provided
• Unused wallet balance will be forfeited
• Legitimate refund requests pending at time of suspension will be processed

7.2 Service Discontinuation

• If YouMat discontinues services, users will be notified 30 days in advance
• Unused wallet balance will be refunded to original payment method within 60 days
• Pro-rated refunds for unused subscription services (if applicable)