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Refund Policy

Effective From : 30-09-2026

1. INTRODUCTION

This Refund Policy ("Policy") outlines the terms and conditions governing refunds, cancellations, and chargebacks for all transactions made on website and/ or mobile application (the “Platform” or “Blutter App”) operated by Efficacy Techlabs Private Limited ("Company," "We," "Us," "Our").

This Policy is an integral part of Terms of Use, Privacy Policy and Community Guidelines of Blutter App (collectively, the “Platform Policies”). By accessing, browsing, or using the Platform and agreeing to the Platform Policies while signing up amounts to acceptance under the Indian Contract Act so as to constitute a valid contract. By signing up, accessing, browsing or using the Platform, you acknowledge that you have read and understood the Platform Policies and bound by them. If you do not agree to these Terms, please do not access or use the Platform.

1. GENERAL REFUND POLICY

Due to the digital and personalized nature of services offerred on the Platform, purchases are considered final and refunds are allowed only if specifically permitted under this Refund policy.

We aim to treat all Users and Creators fairly in refund decisions and hence this Refund Policy is published to enable transparency and Clear communication of refund eligibility and process.

We have endeavored to record all scenarios where refund can be made available, and where a scenarios is not specified, the same will not be eligible for refund. In case of any dispute or grievance in this regard, the decision of Company will be final.

2. RE-CREDIT

If the User is eligible for re-credit as per details below, the coins used from the account of User for the specified Transaction, will be credited back to the User’s Account, and no cash refund will be made, unless otherwise provided under this Policy or Terms of Use.

2.1. Paid Messaging (DMs)

  • Message not delivered due to a technical error
    1. Re-credit: Eligible
    2. Amount: Full re-credit
  • Creator does not respond within 7 days
    1. Re-credit: Eligible
    2. Amount: Full re-credit
  • Message is delivered and Creator responds
    1. Re-credit: Not eligible
    2. Amount: No re-credit
  • Creator account is banned or deleted before responding
    1. Re-credit: Eligible
    2. Amount: Full re-credit
  • Message is delivered and Creator responds
    1. Re-credit: Not eligible
    2. Amount: No re-credit
  • Message is delivered, but the response is considered unsatisfactory
    1. Re-credit: Not eligible
    2. Amount: No re-credit (subjective)
  • User sent message by mistake
    1. Re-credit: Case-by-case
    2. Amount: Up to full re-credit if reported within 1 hour and Creator hasn't read (subjective)

2.2 Video/Audio Calls

  • Creator no-show (did not join within 15 minutes)
    1. Re-credit: Eligible
    2. Amount: Full re-credit
  • Call cancelled by Creator (any time before start of scheduled call)
    1. Re-credit: Eligible
    2. Amount: Full re-credit
  • Call cancelled by User (72+ hours before start time of scheduled call)
    1. Re-credit: Eligible
    2. Amount: Full re-credit
  • Call cancelled by User (24-72 hours before start time of scheduled call)
    1. Re-credit: Eligible
    2. Amount: 50% re-credit
  • Call cancelled by User (less than 24 hours before start time of scheduled call)
    1. Re-credit: Not eligible
    2. Amount: No re-credit

2.3. Tips and Gifts

  • Voluntary tip to Creator
    1. Re-credit Eligibility: Not Eligible
    2. Re-credit Value: No re-credit (voluntary gratitude)
  • Accidental tip (reported within 1 hour)
    1. Re-credit Eligibility: Case-by-case
    2. Re-credit Value:Up to full re-credit if Creator hasn't withdrawn
  • Duplicate tip charge
    1. Re-credit Eligibility: Eligible
    2. Re-credit Value: Full re-credit of duplicate charge 

3. REFUND

3.1.Platform Technical Failures

  • Less than 1 hour
    • Compensation: No compensation (within acceptable limits)
  • 1-4 hours
    • Compensation: Pro-rata credit for affected service purchased
  • 4-24 hours
    • Compensation: Pro-rata refund or extended subscription
  • More than 24 hours
    • Compensation: Full refund for affected period + Goodwill Credit
  • Evidence Required: Screenshot of error, timestamp, description of issue

3.2. Duplicate Payment

If you are charged multiple times for the same purchase :

  • Report within 30 days of transaction provided the service / credit is not used
  • Provide all transaction IDs
  • No documentation required (system verification)

3.3.Creator Misconduct

If a Creator engages in misconduct / harassment / abuse during a paid service, refund can be granted in appropriate cases. Additionally, creator shall be penalized.

Reporting: Email with subject "Creator Misconduct Report"

3.4. Death or Incapacity of User

In case of death or incapacity of a User:

  • Legal heir may request refund of unused services in case of death of User
  • Please provide copy of Death certificate/ medical certificate + ID proof of claimant + Relationship proof
  • Refund of: Active subscriptions (pro-rata), Unused credits, Pending bookings to the account from which payment was received, in INR only, unless the heir / User provides a court order for any alternate mode of payment.

3.5. Death or Incapacity of Creator

  • All active subscribers who have outstanding paid service booked with the Creator, will be notified
  • Scheduled services will be fully refunded
  • Automatic processing; no request needed

3.6. Unauthorized Transactions

If you notice unauthorized transactions on your account:

Immediate Steps:

  1. Change your password immediately
  2. Contact us at Designated e-mail ID  as soon as possible, but not later than 24 hours
  3. File a complaint with your bank
  4. File a cyber crime complaint at https://cybercrime.gov.in (if considered appropriate)

Our Investigation:

  • Review of account access logs
  • IP address and device analysis
  • Transaction pattern analysis
  • Communication with payment gateway

Resolution:

  • Full refund, if unauthorized access confirmed and payment received by Company
  • If user negligence (shared password, etc.): Case-by-case decision

It may be noted that the Platform shall not be liable for a refund with respect to any un-authorised transaction, the credit of which is not received in the account of Company

4. NON-REFUNDABLE / NON-RECREDITALE SCENARIOS

For the sake of clarity, refund / re-credit is NOT available, in cases not explicitly stated in this Policy. For the sake of clarity, the transactions are strictly non-refundable in following cases :

-User stating Change of mind

-User having failed to read or understand service description

-Services completed / used / accessed

-Account terminated by Company due to User default / misconduct

-Third-party costs incurred by Platform

-Account under suspension for violations

-Currency conversion losses

-Promotional/discounted purchases

-Expired credits or subscriptions

Note – The Coins in your account are considered as used on FIFO Basis. The coins which were credited first (whether paid or promotional) will be deemed to have been used first.

5. REQUEST PROCESS

5.1. How to Request a Refund/Re-credit

Step 1: Initiate Request

Submit your refund request through one of the following channels within Timeline specified in Section 5.2 below:

Channel:

  • Email: Designated E-mail ID (Subject: "Refund Request - [Transaction ID]")
  • In-App: Help & Support → Refund Request
  • Website: Support/Contact page → Refund Form

Step 2: Provide Required Information

Required Information:

  • Full Name: As registered on User account
  • Registered E-mail: E-mail linked to User account
  • Phone Number: Registered mobile number
  • Transaction ID: Unique ID for Transaction
  • Transaction Date: Date of Transaction
  • Amount: Transaction amount/ value of coin used
  • Service Type: Direct Message / Audio Call/Video Call/ Tips and gifts etc.
  • Reason for Refund/Re-credit: Provide Detailed explanation
  • Supporting Evidence: Attach Screenshots, communication, documentation etc.

Step 3: Acknowledgment

You will receive an acknowledgment within 24 hours of submission confirming receipt of your request.

Step 4: Review and Investigation

Our team will review your request, which may include:

  • Verification of transaction details
  • Review of service delivery logs
  • Communication with Creator (if applicable)
  • Technical investigation (if applicable)
  • Assessment against this Policy

Step 5: Decision Communication

You will be notified of the decision via email within the timelines specified in Section 5.3 after receipt of request.

Step 6: Refund / Re-credit Processing

If approved, refund / re-credit will be processed as per Section 7.

5.2.Refund / Re-credit Request Timeline

Request Type:

  • Paid Messages
    • Deadline to Request: Within 10 days of User sending the message
  • Calls
    • Deadline to Request: Within 48 hours of scheduled time
  • Technical Issues
    • Deadline to Request: Within 7 days of occurrence
  • Duplicate Charges
    • Deadline to Request: Within 30 days of duplicate transaction
  • Unauthorized Transactions
    • Deadline to Request: Within 30 days of Transaction

Note: Requests submitted after the deadline above will be summarily rejected.

5.3. Processing Timeline

Stage

  • Acknowledgment
    • Timeline : Within 24 hours of receipt of communication
  • Decision Communication
    • Timeline : Within 7 business days of receipt of communication
  • Refund Processing (if approved)
    • Timeline : Within 10-12 business days of approval

6. Processing Timeline

6.1. Refund / Re-Credit Methods

Refund- Refunds, where allowed, shall be refunded back only to the payment method used for transaction.

Re-Credit- All re-credits will be in the form of coins, which will be credited back to your account. The expiry period of re-credited coins will be calculated from the date of initial credit and not from the date of re-credit. The days from debit to re-credit shall not be counted.

6.2.Partial Refund / Re-credit -

In cases where partial re-credit is applicable:

  • Refund / Re-credit will be calculated based on service utilized vs. paid
  • Platform fees may be deducted from refund / re-credit
  • Calculation methodology will be communicated with decision

6.3.Deductions -

Payment Gateway Fees will not be refunded in any case. The following may be deducted from refund amount / re-credit

Deduction

  • Payment Gateway Fees
    • Applicability: Non-refundable
    • Amount: processing charges of payment gateway, up to 2-3% of transaction
  • Platform Service Fee
    • Applicability: For services partially rendered
    • Amount: Proportionate to service used
  • Administrative Charges
    • Applicability:For complex refund processing
    • Amount: Up to ₹50 per transaction
  • Taxes Already Remitted
    • Applicability: GST/TDS already deposited
    • Amount: Non-recoverable portion

7. Processing Timeline

7.1. A charge back occurs when a cardholder disputes a transaction with their bank/card issuer, requesting reversal of funds.

7.2. Users are advised not to initiate charge back with their banks, once payment for purchase of coins is initiated on the Platform ;

7.3. In case of any dispute with respect to payment made on Platform, You shall approach the Company in the manner provided herein ;

7.4. We acknowledge legitimate charge backs for:

  • Unauthorized transactions ;
  • Duplicate charges ; and
  • Billing errors7.1

7.5. If you have a legitimate charge back dispute:

Step 1: Contact us first at [e-mail ID]

Step 2: Allow us 7 business days to investigate and resolve

Step 3: If unresolved, you may escalate to your bank

Step 4: We will respond to bank inquiries with transaction evidence

7.6. However, where we reasonably determine that a transaction dispute is fraudulent or illegitimate, we may suspend or terminate the account and take lawful steps to recover amounts improperly obtained, subject to applicable law.

7.7. The following are inter-alia considered fraudulent charge backs:

a) Service received but charge back filed

b) Change of mind disguised as fraud claim

c) Content accessed and charge back also filed

d) Charge back after refund already processed

e) False claims of unauthorized transaction

7.8.Charge back Fees

  •   Payment gateways charge ₹500-₹1500 per charge back will can be charged in case of fraudulent charge back
  • Fees may be recovered through account deduction and legal proceedings

8. GRIEVANCE REDRESSAL

8.1. For refund-related grievances, contact our Grievance Officer:

Name: Mr. Sachin Ruhela
Designation: Grievance Officer
Email: connect@blutter.app
Address: Office No. 412, JOP Plaza P-2, Sector 18, Noida, Gautam Budh Nagar 201 301, Uttar Pradesh, India
Contact Number : [●]

Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

8.2. For any questions regarding this Refund & Cancellation Policy, please write to designated E-mail ID  : connect@blutter.app

8.3. You are requested to use following Subject Lines. This will help us to process your claims faster :

Query Type

  • New Refund Request
    • Subject Line: Refund Request - [Transaction ID]
  • Refund Status Inquiry
    • Subject Line: Refund Status - [Transaction ID]
  • Cancellation Request
    • Subject Line: Cancellation Request - [Service Type] - [Username]
  • Charge back Query
    • Subject Line: Charge back Query - [Transaction ID]
  • Grievance/Escalation
    • Subject Line: Escalation - Refund - [Transaction ID]
  • General Query
    • Subject Line: Refund Policy Query

8.4. Escalation Process – As provided in Terms of Use

9. ENTIRE REFUND AGREEMENT

This Refund Policy, together with our Terms of Use, Community Guidelines & and Privacy Policy, constitutes the complete agreement regarding refunds and cancellations between you and Company. 

10. MISCELLANEOUS

This Policy is drafted in English. In case of any discrepancy between the English version and any translation, the English version shall prevail. The Guidelines shall be read and construed along with other Platform Policies. The general provisions of Terms of Use, including definitions, Modifications, Dispute resolution, confidentiality, assignment, waiver, relationship, Foce-Majure, survival, indemnification, limitation of liability, platform availability etc. shall apply mutatis-mutandis to this Policy also, unless specifically provided in this Policy to the Contrary.

11. DEFINITIONS

Term

  • Re-credit
    • Definition: Addition / credit of the coins debited / reduced from User Account towards User request for availing any service on the Platform.
  • Refund
    • Definition: Return of money towards coins purchased on the Platform
  • Cancellation
    • Definition: Termination of a booked service or subscription before completion
  • Charge back
    • Definition: Reversal of a transaction initiated through bank/card issuer
  • Pro-rata Refund
    • Definition: Proportional refund based on unused portion of service
  • Business Days
    • Definition: Any day other than Saturday, Sunday and day on which banks are generally closed for business in Delhi or Noida
  • Transaction ID
    • Definition: Unique identifier for each payment transaction or Service Transaction, as the case may be
  • Goodwill Credit
    • Definition: Discretionary credit issued by the Company on Platform, as a goodwill gesture towards customer satisfaction
  • No-show
    • Definition:Failure to attend a scheduled service without prior cancellation

The terms used in this Policy and not defined shall carry the meaning as ascribed to it in the Terms of Use.

12. ACKNOWLEDGMENT

By making a purchase on the Platform, you acknowledge that:

  1. You have read and understood this Refund Policy ;
  2. You agree to the terms and conditions outlined herein ;
  3. You understand which services are refundable, which are re-creditable and which are neither ;
  4. You accept the timelines and processes for refund requests ;
  5. You will contact Company before initiating chargebacks ;
  6. You understand the consequences of fraudulent refund claims or chargebacks ; and
  7. You accept that this Policy may be amended from time to time