Ember This policy explains when payments made on Ember Connect are refundable. It forms part of our Terms & Conditions. All prices are in Indian Rupees and payments are processed by Razorpay or, on iOS, by the Apple App Store.
1. What you are buying
Plans on Ember Connect are digital services: a fixed number of call minutes with a specific Earner, delivered instantly to your account and consumed as you use them. There is no physical product and nothing is shipped.
2. When a refund is not available
- Minutes that have been used — once a call has connected, the minutes consumed by that call are not refundable.
- Change of mind after purchase, where the minutes were credited correctly and remain usable.
- Accounts terminated for a breach of our Terms or Community Guidelines — unused minutes are forfeited to the extent permitted by law.
3. When we do refund
- Payment captured but minutes not credited — full refund or crediting of the minutes, your choice.
- Duplicate or erroneous charge — full refund of the duplicate amount.
- Failed transaction where money was debited — refunded automatically by the payment processor; if it has not reversed within 7 business days, contact us with the payment reference.
- Technical failure of a call attributable to the Platform (for example, minutes deducted while the call never connected) — the affected minutes are restored.
- The Earner leaves the Platform or is banned before your purchased minutes are used — the unused portion is refunded or converted to equivalent value.
- Any other case where a refund is required under applicable law.
4. How to request a refund
Email naitiksolution304@gmail.com within 7 days of the transaction with: the phone number registered on your account, the payment reference (Razorpay payment ID or bank/UPI reference), the amount, and a short description of the problem. We will acknowledge within 24 hours, investigate, and respond within 15 days.
Approved refunds are processed to the original payment method, typically within 5–7 business days of approval (bank processing times may add a few days depending on your bank).
5. Cancellations
Plans are one-time purchases and do not auto-renew, so there is no recurring subscription to cancel. A purchase completed at checkout cannot be cancelled once the minutes are credited, except in the situations listed in Section 3. Deleting your account forfeits any unused minutes.
6. Purchases made through Apple
Purchases made in the iOS app through the Apple App Store are governed by Apple's own refund policy. Request those refunds directly from Apple at reportaproblem.apple.com — we cannot process App Store refunds ourselves.
7. Chargebacks
If you raise a chargeback with your bank for a payment you actually made and consumed, we may suspend the account while it is investigated and provide the bank with transaction evidence. Please contact us first — genuine billing errors are refunded without needing a chargeback.