Refund & Cancellation Policy

This policy applies to every payment processed on MYRA: wallet top-ups, on-demand per-minute billing, scheduled bookings, and any welcome or promotional credits. It does not cover what Guides are paid; that sits in our separate agreement with them.

You can request a refund of a wallet top-up when:

• You were charged twice for the same payment due to a checkout error.
• Money left your account but your wallet was not credited within 24 hours.
• You report an unauthorised transaction within 7 days (subject to verification).
• You close your account with an unused paid balance remaining.

Approved refunds are sent back to your original payment method within 7 business days. We will not refund a balance you have already spent on sessions, or a top-up you simply changed your mind about after using it.

If a session drops or never connects because of a verified problem on our side (a server outage, infrastructure failure, or similar), we automatically credit the affected amount back to your wallet within 24 hours. You don't need to ask. These credits match what was wrongly billed and work on any future session.

Interruptions caused by your own connection, device, or choosing to hang up are not eligible for an automatic credit.

• Non-refundable: they can never be converted to cash or refunded.
• They are applied first when a session is billed.
• They are tied to your account and can't be transferred.
• One welcome bonus per person; misuse (multiple accounts, fake referrals) can mean forfeiture and suspension.
• If we ever reduce the value or shorten the validity of credits already issued to you, we give at least 15 days' notice.

• Sessions that were billed correctly, regardless of how you felt about the outcome (unless a quality refund applies, below).
• Earnings already credited to a Guide for completed sessions.
• Payment-processor or convenience fees.
• Welcome and promotional credits.

On-demand sessions

Leave an on-demand request before a Guide joins and you are not charged. Once a Guide joins, per-minute billing starts immediately and runs until either side disconnects. That charge stands unless a technical failure on our side caused the drop.

Scheduled sessions: credit notes, not refunds

Because a Guide's time is held the moment you confirm a booking, cancellations of scheduled sessions are handled through MYRA Credit Notes rather than refunds to your card:

• Cancel more than 24 hours before the start time → a credit note for 100% of the price, usable on any future booking within its validity window.
• Cancel 24 hours or less before → no refund and no credit note; the time is treated as delivered.
• No-show (you don't join within 5 minutes of the start) → no refund and no credit note.

Credit notes are non-transferable, have no cash value, are tied to your account, and lapse if unused within their validity period.

Rescheduling

More than 24 hours out, you can reschedule a booking once, free, into any slot the same Guide offers in the next 30 days; any further reschedule of the same booking needs MYRA Operations approval. Inside 24 hours, rescheduling isn't available. If a Guide reschedules and you don't accept the new slot, you get a 100% credit note regardless of timing.

If a Guide doesn't show

If a Guide misses a scheduled session within the agreed window, you automatically receive a credit note for 100% of the price. Repeated Guide no-shows are dealt with under our agreement with Guides.

Running over time

Scheduled sessions end automatically at the booked duration. Going beyond it needs both you and the Guide to agree at the time and enough wallet balance to cover it; the extra time is then billed at the Guide's per-minute rate. If either isn't in place, the session ends at the booked duration.

Quality concerns

Where there's credible evidence of a serious quality or conduct issue by a Guide, we may issue a full or partial refund or credit at our reasonable discretion after reviewing the relevant information. Our decision in these matters is final.

You can delete your account anytime under Settings > Delete Account. Deletion is permanent. If a paid wallet balance remains, email support@myrawellness.in within 30 days of closure to request a refund. Welcome and promotional credits are forfeited on closure. If we terminate an account for a Terms violation, promotional credits are forfeited and any paid-balance refund is assessed case by case.

Email support@myrawellness.in within 30 days of the transaction with:

• Your registered name and email.
• The transaction or Razorpay payment reference.
• The date and amount.
• A short description of the issue.

We acknowledge within 2 business days and share an outcome within 7 business days. Unhappy with the result? Reply to the decision email for a senior review within 5 business days, or raise a Razorpay dispute with your bank after first contacting us. Chargebacks filed without contacting us first, or found to be unfounded, may lead to suspension and recovery of related costs.

This policy is governed by the laws of India, including the Consumer Protection Act, 2019 and applicable RBI payment guidelines. Disputes fall under the exclusive jurisdiction of the courts at Gurugram, Haryana.