Refund & Cancellation Policy

1. Cancelling

• Before you pay: you can leave the payment page at any time. No money is taken until you approve the payment in your UPI app, and an unpaid order simply expires.
• After you pay: an order cannot be cancelled once your talk time has been added, because they are delivered at once. Refunds are covered below.
• Subscriptions: there are none. Every purchase is a one-time top-up of talk time and nothing renews.

2. You were charged but did not get your talk time

Wait a few minutes first. Talk time arrives only after our authorised payment gateway confirms the payment to us, and a bank can take a little while to answer. If the status in the app still shows pending:

• If the payment failed or was never completed, your bank or our authorised payment gateway returns the money to your account automatically. This is usually done within 5 to 7 working days. Some banks take longer, up to 21 days. You do not need to ask us.
• If the payment succeeded but the talk time did not arrive, write to us (section 6). We check the payment with our authorised payment gateway and add your talk time within 1 working day of confirming it. If we cannot deliver them, we refund the full amount.

3. Charged more than once

If one purchase was charged two or more times, send us the transaction references. After we confirm the duplicate with our authorised payment gateway, we refund each extra charge in full to the original payment method.

4. Changing your mind: unused talk time

If you bought talk time and have not used it, you may ask for a refund within 7 days of the purchase. We refund the price you paid for the talk time that is still unused, at the rate you paid for that purchase, to the original payment method.

• Talk time already used on calls is not refundable, because the service has been given.
• Talk time given to you free of charge, and credits an expert has earned, are not refundable.
• After 7 days, purchased talk time stays in your wallet for you to use, and are not refunded, except as set out in sections 2, 3 and 5.

5. When we do not deliver the service

• A call failed because of us. If a call dropped or could not carry on because of a fault on Dilkii’s side and you were charged for time you did not get, tell us within 7 days and we will put the talk time back in your wallet, or refund it if you prefer and that talk time is unused.
• We close your account without a breach by you, or we stop the service. We refund the value of your unused purchased talk time.
• We close your account because of a breach of our Terms (for example fraud or abuse). Unused talk time may be withheld, subject to the law.
• Poor network, a phone problem, or a conversation that was not what you hoped for is not a service failure on our side.

6. How to ask for a refund or help

Write to chatpelive@gmail.com or call +91 81239 26971 (10:00 to 19:00 IST, Monday to Saturday). Please give us:

• the mobile number on your Dilkii account;
• the order ID shown in your payment history in the app;
• our authorised payment gateway or bank transaction reference, the amount and the date;
• a short description of what went wrong.

Never send your UPI PIN, card number, CVV, OTP or bank password. We will never ask for them.

We reply within 2 working days. If we do not resolve your problem, contact our Grievance Officer: Shree Harsha HM, chatpelive@gmail.com. We acknowledge a complaint within 48 hours and resolve it within one month.

7. How and when a refund is paid

• We decide on a refund request within 7 working days of receiving everything we need.
• Approved refunds go back to the same payment method that paid, through our authorised payment gateway. We cannot refund to a different account or in cash.
• Our authorised payment gateway sends the refund as soon as we approve it. It then usually reaches your account in 5 to 7 working days, and in some cases up to 21 days, depending on your bank. The date it appears is set by your bank.
• We will tell you when a refund has been sent and give you its reference.
• When we refund talk time you bought, we take that talk time out of your wallet.

8. Expert payouts are not refunds

An expert’s withdrawal to a UPI ID is a payment of earnings, not a refund. If a payout fails because the UPI ID was wrong or closed, we will check it with you and pay again once the correct ID is confirmed. See the Terms.

9. Who we are

Dilkii is operated by Shreelink Solutions OPC Private Limited, #10, 11th Cross, Pipeline Service Road, Vijayanagar, Bengaluru 560053. See also Payments, Delivery Policy and Contact.