Refund and Cancellation Policy

1. Scope

1.1 This Policy applies to Payments made to Gyanguru Consultancy LLP, a limited liability partnership registered in India under the Limited Liability Partnership Act, 2008 (LLPIN ACE-5076) ("Gyanguru") for Timefolk sessions and memberships in India and for Consultancy Services. Capitalised terms have the meanings in our Terms and Conditions.

2. Timefolk sessions

2.1 Five-minute window. You may cancel within five minutes of paying for a full refund, for any reason. The window is shown on your request.

2.2 Host does not confirm. If the Host declines, or does not confirm within 15 minutes of your Payment, the request is cancelled and you are refunded in full automatically.

2.3 Host cancels or does not attend. You are refunded in full, including all fees, whatever the notice.

2.4 Safety. If you cancel because you feel unsafe, at any time, you are refunded in full and no penalty applies, subject to review where the cancellation is disputed.

2.5 Identity check not completed. If you have not completed identity verification at least 2 hours before the session, the request is cancelled and 50% of the amount paid is refunded. The other 50% compensates the Host for the reserved time.

2.6 Late cancellation or no-show by you. After the five-minute window, the session is non-refundable, because the Host has reserved the time for you. If you cancel late or do not attend, the full amount is charged and the Host is paid their share.

2.7 Other full refunds. You are also refunded in full if a Guardian the Host required could not be assigned, or if Gyanguru or Timefolk cancels the request.

2.8 The detailed rules, including appeals, are in the Timefolk Cancellation, No-shows and Refunds policy, which applies together with this Policy.

3. Timefolk memberships

3.1 You may cancel Timefolk Plus or Timefolk Pro at any time. Your benefits continue until the end of the period already paid for, and you will not be charged again.

3.2 Membership fees are non-refundable, and we do not give partial refunds for unused time, except where you were charged in error, charged after a valid cancellation, or where Applicable Law requires a refund.

4. Consultancy Services

4.1 You may cancel an engagement by written notice under the Terms and Conditions and your Engagement Letter. We refund any advance paid for work not yet performed, less third-party costs we have already incurred or committed on your behalf. Work already performed is payable at the agreed rates.

4.2 Retainers for a period that has started, and fees for deliverables already provided, are non-refundable. Any different terms in your Engagement Letter prevail.

5. Partial refunds and non-refundable amounts

5.1 Where a refund is partial, it is calculated on the amount you paid, using the fee rates and exchange rate fixed when you paid.

5.2 Unless this Policy says the refund is "in full", convenience fees and fees described as non-refundable at checkout are not refunded. Approved expenses already incurred by a Host are refunded only where the Host is at fault.

5.3 Taxes are refunded in proportion to the refunded amount, and a GST credit note is issued.

6. How refunds are paid

6.1 Refunds are made only to the original payment method used for the Payment: card, UPI, net banking or wallet. We cannot refund to a different account or in cash.

6.2 We initiate approved refunds within 2 business days. The refund normally reaches your account within 5 to 7 business days after that, depending on your bank or card issuer. Delays by banks or payment providers are outside our control.

6.3 Refunds are made in Indian rupees for the amount refundable. If your card or account is in another currency, any difference caused by exchange rates or bank charges is not our responsibility.

7. How to request a refund

7.1 Most refunds are automatic. If you believe you are owed a refund, write to support email within 30 days of the session date or Payment, with your invoice number or request details and the reason. We acknowledge within 48 hours and decide within 7 business days.

7.2 You may appeal a refusal once. The appeal is reviewed by a different person, and the decision on appeal is our final decision, without affecting your rights under section 9.

8. Chargebacks and abuse

8.1 Please contact us before raising a chargeback or payment dispute. Most problems are resolved faster by us than by a bank.

8.2 If you raise a chargeback without first contacting us, or for a Payment correctly charged under our Terms and this Policy, we will contest it with evidence, including request records, confirmations and messages, and we may suspend your access to the Services and recover the amount and any dispute fees.

8.3 We may refuse refunds, and suspend accounts, where we see abuse, such as repeated late cancellations followed by refund claims, false safety claims, or claims made after receiving the service.

9. Complaints

9.1 If you are not satisfied with a refund decision, contact our Grievance Officer under our Grievance Redressal Policy. Nothing in this Policy limits your rights under the Consumer Protection Act, 2019.