Refund and Cancellation Policy
Effective Date: 29 August 2026 · Last Updated: 29 August 2026
1. Introduction and Scope
1.1 This Refund and Cancellation Policy (“Policy”) applies to all payments, top-ups, and Consultations made or availed by a User on the Platform, and forms part of, and is to be read together with, the Company's Terms of Usage and User Agreement (and any other applicable policies available on the Platform). Unless expressly defined otherwise in this Policy, all capitalised terms used herein unless repugnant to the subject or context hereof, shall have the meaning ascribed to them under the Terms of Usage, as amended from time to time.
1.2 As on the date of this Policy, the Company offers two categories of paid offerings on the Platform: (a) per-minute Consultations with an Advisor/Reader, billed in real-time/live from the White Magic Wallet of the User, and (b) PDF-based astrological reports generated on request.
1.3 This Policy sets out the refund and cancellation terms applicable to each. The Company does not currently sell any physical products, and no goods-return provisions are therefore included in this Policy.
2. Guiding Principles
This Policy is built on the following principles that govern every refund decision made under it:
2.1 Payment follows delivery A User is billed only for minutes of a Consultation that are actually and genuinely delivered over a session. Where a connection drops, freezes, or is otherwise interrupted, billing does not continue for the period during which the Service was not being delivered.
2.2 Non-delivery is refunded Where the Company or an Advisor/Reader fails to deliver a Service that has been paid for (including an Advisor/Reader no-show), a failed or undelivered PDF report, or a call that cannot be reconnected following a drop, the amount charged is returned to the User's White Magic Wallet without the User being required to justify the request
2.3 Refunds under this Policy are ordinarily made as credits back to the White Magic Wallet; refunds to the original payment method are limited to duplicate/ erroneous payments (See Clause 10), the discretionary accidental-recharge reversal, and Company-initiated termination not involving fraud.
2.4 The Company does not warrant the accuracy, reliability, or outcome of any astrological, numerological, tarot, or similar reading, prediction, or remedy provided by an Advisor/Reader. Accordingly, dissatisfaction with the substantive content of a reading, or an outcome or prediction not materialising, is not a valid ground for a refund under this Policy. Refunds under this Policy are granted only on grounds relating to delivery, technical failure, or verified conduct or quality deficiency, as set out below.
3. The White Magic Wallet
3.1 As set out in the Terms of Usage, a User may add funds to their White Magic Wallet by way of a top-up, in an amount of the User's choosing, subject to any minimum or maximum limits prescribed by the Company from time to time.
3.2 To commence a Consultation, a User must maintain a minimum balance in the White Magic Wallet sufficient to cover at least five (5) minutes of the Consultation at the applicable rate of the concerned Advisor/Reader and mode of Consultation.
3.3 The White Magic Wallet is a closed-loop, prepaid facility usable only for availing Services on the Platform. Wallet balance is not transferable to any other User or third party, is not withdrawable to any other wallet or payment instrument, and cannot be used for any purpose other than payment for Services on the Platform.
3.4 Wallet balance is classified into two categories, which are treated differently under this Policy:
- (1) Paid balance, being the value of any top-up actually paid for by the User; and
- (2) Bonus, promotional, or cashback credit, being any value credited to the Wallet by the Company at its discretion, including as part of a promotional offer, referral, or cashback scheme.
3.5 Paid balance does not expire. Bonus, promotional, or cashback credit is non-refundable, non-withdrawable, and may be subject to an expiry period as communicated to the User at the time such credit is granted.
3.6 All amounts deducted from the White Magic Wallet towards a Consultation are calculated on a per-minute basis at the rate applicable to the concerned Advisor/Reader, tier, Service type, and mode of Consultation, and are rounded up such that any part of a minute is treated as a full minute.
4. use and TREATMENT OF Wallet Balance
4.1 Any balance that a User adds to his/her/their White Magic Wallet does not expire. It will remain available in your account for as long as your account remains active. Once added to your White Magic Wallet, the amounts are final. They cannot be refunded or withdrawn to your bank account, card, or any other payment instrument, except where this Policy specifically says otherwise. You can use your Wallet balance only to pay for Services on the Platform.
4.2 Where a User contacts the Company’s support team within 48 (forty-eight) hours of a top-up stating that the top-up was made in error, and no part of the amount so added has been used towards any Service, the Company may, at its sole discretion and as a measure of goodwill, reverse the top-up to the User’s original payment method, less any payment gateway charge actually incurred by the Company on the transaction.
4.3 Bonus, promotional, or cashback credit is not refundable or withdrawable under this Policy, whether or not it remains unused, and does not form part of any refund request made under this Clause.
4.4 Where a User's account is suspended or terminated for violation of the Terms of Usage (or any other applicable policies), treatment of the Wallet balance shall be governed by the relevant provision of the Terms of Usage (User Duties and Affirmations), under which any remaining Wallet balance is refunded subject to deduction of applicable charges, except where the suspension or termination arises from fraud or violation of law, in which case the Company may forfeit the balance to the extent permitted by law. This Policy does not modify that standard.
4.5 Where a User voluntarily deletes his/her/their account, any Wallet balance (paid or bonus) remaining at the time of deletion shall stand forfeited. The Platform will display the remaining balance and prompt the User to utilise it before confirming deletion, and the deletion flow will require the User’s express confirmation that they understand any remaining balance will be forfeited.
5. Per-Minute Consultations: Cancellation Before Connection
5.1 Instant/Live Consultations. No amount is charged to the User's Wallet until the Advisor/Reader connects to the Consultation. A User who chooses not to proceed before the Advisor/Reader connects is not charged, and no cancellation fee applies.
5.2 Scheduled Consultations. Where the Platform permits a User to pre-book a Consultation for a scheduled time:
- (1) a User may cancel or reschedule a booking free of charge up to twelve (12) hours before the scheduled slot;
- (2) a cancellation or reschedule made within twelve (12) hours of the scheduled slot does not attract any cash charge, since no amount is billed until the Consultation actually connects; however, repeated late cancellations by a User may result in the Company limiting that User's ability to make future scheduled bookings.
6. Advisor/Reader Non-Availability
6.1 Where an Advisor/Reader does not accept, join, or otherwise fails to commence a Consultation that a User has attempted to avail (whether instant or scheduled), no charge is made to the User's Wallet. Any pre-authorisation placed on the User's payment instrument in connection with that Consultation, if applicable, is released. The User will be offered priority rebooking with an available Advisor/Reader and, at the Company's discretion, a goodwill Wallet credit.
7. Technical Failure and Dropped Consultations
7.1 Where a Consultation disconnects or freezes due to a technical failure and cannot be reconnected within 5 (five) minutes of the disconnection:
- (1) billing stops at the last minute of the Consultation that was genuinely delivered to the User; and
- (2) any amount billed for minutes during which the connection was frozen, dropped, or otherwise not delivering the Service is automatically credited back to the User's Wallet.
7.2 Where a Consultation disconnects within the first sixty (60) seconds of connecting and no Service is meaningfully delivered before the disconnection, the entire session is credited back to the User's Wallet in full.
7.3 Nothing in this Clause 7 affects Clause 9.6 of the Terms of Usage, under which the Company is not liable for any failure, delay, or error in processing a transaction arising from inaccurate or incomplete payment information provided by the User, or Clause 9.9 of the Terms of Usage regarding the terms of the third-party payment gateway.
7.4 Without limiting the generality of this Clause, technical failure includes, by way of illustration, a weak or unstable network signal, persistent background noise or distortion rendering the Advisor/Reader inaudible, and disconnection or freezing of a chat, voice, or video session.
8. Service-Deficiency Complaints
8.1 A User who experiences a genuine deficiency in the conduct or professionalism of an Advisor/Reader during a Consultation, including the Advisor/Reader being unprofessional, failing to engage with the query raised, ending the Consultation prematurely without cause, or responding in a language materially different from the language stated on the Advisor/Reader's profile, may raise a complaint through the process set out in Clause 13 below and as provided in the Terms of Usage.
8.2 Such complaints are reviewed by the Company's grievance/quality team on a case-by-case basis. Where a genuine deficiency is found, the Company may, at its discretion, credit a goodwill amount or free minutes to the User's Wallet. Such credit is not automatic and is not issued in cash.
8.3 By raising a complaint under this Clause, the User consents to the Company's quality review team accessing the recording of the relevant Consultation, in accordance with the User's consent already recorded under the Terms of Usage (User Duties and Affirmations), for the purpose of investigating and determining the complaint.
9. Time Limit for Raising a Request
9.1 A request for a refund or a complaint under Clauses 6, 7, or 8 above must be raised within seventy-two (72) hours of the relevant Consultation or, in the case of a Wallet top-up transaction, within seventy-two (72) hours of the transaction. Requests raised after this period may, at the Company's discretion, be declined solely on the ground of delay, without prejudice to the Company's right to consider such a request on its merits.
10. Duplicate or Erroneous Payment
10.1 Where a User's payment instrument is charged more than once for what was intended to be a single top-up or transaction, as a result of a payment gateway error, network timeout, or similar cause, the User should, before attempting the payment again, verify whether their account or payment instrument has in fact been debited, and should contact the Company's support team to confirm the status of the transaction before retrying.
10.2 Where the Company confirms that a User has been charged more than once for a single, intended transaction, the duplicate amount shall be refunded in full to the User's original payment method, without deduction of the payment gateway charge referred to in Clause 4.2, since the duplicate charge did not result in any Service being availed.
11. Cancellation by the Company
11.1 The Company reserves the right to decline, cancel, or refuse to process any top-up, Consultation booking, or PDF report request, including on grounds of non-availability of the concerned Advisor/Reader or Service, a genuine error in the rate or price displayed on the Platform, or any other operational reason. Where an amount has already been charged to the User in connection with a request so declined or cancelled by the Company, such amount shall be credited to the User's Wallet in full.
12. PDF Reports
12.1 Cancellation before generation. A User may cancel a request for a PDF report at any time before generation of the report has commenced, and shall receive a full refund to their Wallet.
12.2 After generation and delivery. Once a PDF report has been generated and delivered to the User, it is not eligible for a refund, being a digital product that has been fully delivered.
12.3 Failed generation. Where payment has been taken for a PDF report but the report is not generated or delivered to the User due to a failure attributable to the Company or the Platform, the User shall be entitled, at their choice, to a full refund to their Wallet or a free regeneration of the report.
13. How to Request a Refund
13.1 A User may raise a refund or cancellation request, or a service-deficiency complaint, through the Company's in-app support feature or such other channel as may be notified on the Platform, or by directing the complaint to the Grievance Officer appointed by the Company which expressly covers disputes concerning a Wallet top-up, payment, or transaction on the Platform.
13.2 The User should provide the relevant transaction or session identifier and a description of the issue at the time of raising the request, to enable the Company to investigate the request without delay.
13.3 Requests raised under this Policy shall be acknowledged and resolved within the timelines applicable to Wallet, payment, and transaction disputes under the Grievance Redressal Mechanism set out in the Terms of Usage.
14. Refund Mechanics
14.1 Amounts credited on account of undelivered or dropped Consultation minutes, failed PDF report generation, no-shows, or upheld service-deficiency complaints are credited to the User's White Magic Wallet, and are ordinarily reflected without requiring further action from the User.
14.2 Refunds are subject to applicable tax adjustment. Where GST has been charged on the original transaction, the refund shall be processed together with the corresponding reversal of GST and issuance of a credit note in accordance with applicable law.
15. Misuse of the Refund Process
15.1 The Company reserves the right to review, restrict, or decline refund requests, and to review or restrict a User's account, where it identifies a pattern of misuse of this Policy, including repeated accidental-recharge claims, chargeback abuse, or the deliberate manufacturing of technical-failure claims. Any such review shall be conducted in a manner consistent with the Grievance Redressal Mechanism under the Terms of Usage.