Refund and Cancellation Policy

Last updated: November 2026

Feelora is operated by MindBright Labs Private Limited, a company incorporated in India. This policy explains when you can get a refund for money you pay on Feelora and how to ask for one. It is part of our Terms of Service. All amounts are in Indian Rupees (INR).

1. What you pay for on Feelora

  • Wallet recharges: money you add to your Feelora wallet. It is used to pay for chat and call sessions with listeners.
  • Sessions: chat and call sessions with listeners, billed per minute from your wallet balance or plan minutes.
  • Minute plans: packs of chat or call minutes with a validity period.
  • Gifts: virtual gifts that you send to a listener.

2. Unused wallet balance

You can ask for a refund of the unused balance from a wallet recharge within 7 days of the recharge.

  • Only the amount you actually paid can be refunded. Bonus credits, cashback, coins, reward or promotional discounts and free credits are not refundable, and they are removed from your wallet when the refund is made.
  • If you have already used part of a recharge, only the unused part of the amount you paid can be refunded.
  • To ask for a refund, contact our support team through the Contact Us page or the Help section inside the app. Give the phone number or email address registered with your Feelora account.
  • Our support team checks that you own the account and the payment. After that, they ask for your bank account details to send the refund. Feelora will never ask for your card number, CVV, UPI PIN or OTP.

3. Chat and call sessions

Sessions are billed per minute while they are in progress. You can get a refund for a session in these cases:

  • Technical failure: the call or chat failed or disconnected because of a problem on our side, or the listener did not join. If minutes were charged for time when you could not talk, those minutes are refunded.
  • Listener misconduct: the listener broke our community guidelines during the session. Examples are abusive or inappropriate behaviour, asking for your personal contact or payment details, or staying silent or absent on purpose. We review each report, and if the report is confirmed, we refund the session.

To ask for a session refund, use the request option in the Support section of the app and select the session. Session refunds are added back to the same place the payment came from: your wallet balance, or the plan minutes used. If those plan minutes have expired since the session, they cannot be restored.

We do not give refunds when a session took place normally but you were not satisfied with the conversation. We also do not refund minutes lost because you ended the session yourself, or because of a problem with your own device or network.

4. Minute plans

  • You can get a full refund for a plan if no minutes from it have been used and you ask within 48 hours of buying it.
  • After 48 hours, or after you use any minutes from the plan, the plan cannot be refunded.
  • Minutes that are not used before the plan expires are lost. They are not refunded or carried over.
  • If you buy a new plan while another plan is still active, each plan keeps its own expiry date.

5. Gifts

A gift goes to the listener as soon as you send it, so gifts cannot be refunded or cancelled. If a gift was charged but it was not delivered because of a technical error, contact support and we will refund the gift.

6. Failed, duplicate and incorrect payments

  • If money was taken from your account but your wallet or plan was not credited, the payment is refunded automatically. If it is not, contact support.
  • If you were charged twice for the same recharge or plan, the extra payment is refunded in full.
  • Refunds for failed or duplicate payments go back to the original payment method.

7. How to ask for a refund

  1. Ask within 7 days of the transaction (within 48 hours for minute plans).
  2. Contact us through the Help or Support section in the app, the Contact Us page, or email support@feelora.in.
  3. Give your registered phone number or email address, the transaction or session details, and the reason for the request.
  4. We reply within 48 hours. We may ask you for more information to verify the request.

8. When you get the money

  • After a refund is approved, it is processed within 5 to 7 working days.
  • Wallet balance refunds are sent to the bank account that you give to our support team after verification. Other refunds go to the original payment method.
  • Refunds to the wallet or to plan minutes appear immediately after approval.
  • Your bank or payment provider can take more time to show the refund in your account.

9. When a refund can be refused

We can refuse or cancel a refund, and suspend the account, if we find:

  • fraud, misuse of offers, or repeated refund requests that do not follow this policy;
  • a payment dispute or chargeback raised for a transaction that we have already refunded;
  • an account that was suspended or closed for breaking our Terms of Service.

If you raise a chargeback with your bank while a refund request is open, we may pause the request until the chargeback is resolved.

10. Listener earnings

This policy is about payments made by users. Listener earnings and withdrawals are covered by the listener agreement. If we refund a session because of listener misconduct, the listener does not receive earnings for that session.

11. Changes to this policy

We can change this policy at any time. The “Last updated” date at the top shows when it was last changed. The policy that applies to a transaction is the one that was in effect on the date of the transaction.

12. Contact

MindBright Labs Private Limited (Feelora)
Email: support@feelora.in
Contact form: feelora.in/contact