Cancellation & Refund Policy

1. Overview

Atsrc Technologies Private Limited ("we," "us," or "our") operates the KnowingLives platform, through which users purchase chat and voice call sessions with advisors using in-app wallet balance or other payment methods. This Cancellation & Refund Policy explains when and how you may request a cancellation or refund, and how we process such requests. It applies to users in India, the United States, the European Union, the European Economic Area, the United Kingdom, and other jurisdictions where we offer the service. This policy should be read together with our Terms of Service and Privacy Policy.

2. Nature of Service and Payment

Payments on the Platform are made for digital services (consultation time with advisors via chat or voice call). Once a session has been consumed (in whole or in part), the corresponding amount is generally non-refundable, except as set out in this policy or as required by applicable law. Wallet top-ups are used to pay for these services; unused wallet balance may be eligible for refund in certain circumstances as described below.

3. When Refunds May Be Granted

• Technical failure: If a paid session could not be delivered or was severely disrupted due to a technical failure on our side (e.g., platform outage, persistent connection failure), we may refund the amount attributable to the affected session or credit your wallet. You must report the issue within a reasonable time (e.g., 48–72 hours) with relevant details (session ID, time, description).
• Advisor no-show or early disconnect: If an advisor fails to join or disconnects without completing a reasonable portion of the session through no fault of yours, we may refund or credit the proportionate amount. Claims should be raised via support with session details.
• Duplicate or erroneous charge: If you were charged in error (e.g., duplicate deduction, wrong amount), we will refund the erroneous amount after verification.
• Cancellation before session start: If you cancel a booked session before it has started, in accordance with our cancellation rules, we may credit the wallet or refund as per our internal policy (e.g., full credit if cancelled within a stated window).
• Statutory rights: Nothing in this policy limits your statutory rights under applicable consumer law (e.g., India Consumer Protection Act 2019, EU Consumer Rights Directive, or similar). Where local law provides for a right of withdrawal or refund beyond what we offer, we will comply.

4. When Refunds Are Not Granted

We generally do not grant refunds in the following cases: (a) sessions that were fully or substantially consumed; (b) dissatisfaction with the content or quality of advice, where the service was delivered as described (our advisors provide general guidance only; see Disclaimer); (c) change of mind after a session has started; (d) failure to use wallet balance within a period (unless required by law); (e) violation of our Terms leading to suspension or termination. Each request is reviewed on its merits.

5. How to Request a Refund

To request a refund: (a) log in to your account and go to Support, or (b) contact us via the email or contact form provided on the KnowingLives website or in the app. Please include your registered email, the transaction or session ID, the amount, and a clear reason for the request. We will acknowledge your request and respond within a reasonable time (typically within 7–14 business days, or as required by local law). Refunds, when approved, will be credited to your wallet or to the original payment method, as we determine and as permitted by our payment processor (e.g., Stripe). Refunds to cards may take 5–10 business days to appear depending on the card issuer.

6. Unused Wallet Balance

Wallet balance is generally non-withdrawable and has no cash redemption value except where we explicitly offer a refund of unused balance or where required by law. In certain jurisdictions (e.g., some EU member states), you may have a right to a refund of unused balance under consumer law; we will honour such rights upon a valid request and verification. For India, we follow applicable RBI and consumer guidelines regarding prepaid instruments and digital payments.

7. Chargebacks and Disputes

If you dispute a charge with your bank or card issuer (chargeback) without first contacting us, we may suspend your account and seek to recover the amount and any associated fees. We encourage you to contact us first so we can resolve the issue. Fraudulent chargebacks may result in permanent termination and legal action.

8. Jurisdiction-Specific Notes

India: This policy is without prejudice to your rights under the Consumer Protection Act, 2019 and rules thereunder. You may also refer to the applicable RBI guidelines for prepaid payment instruments where relevant.

EU/EEA/UK: If you are a consumer, you may have a 14-day right of withdrawal from distance contracts in certain cases; however, you lose the right of withdrawal once the service has been fully performed with your prior express consent. We will inform you of this where applicable.

USA: State laws may provide additional refund rights; we comply with applicable state consumer protection laws.

9. Changes and Contact

We may update this Cancellation & Refund Policy from time to time. The "Last updated" date at the top will be revised. Continued use of the Platform after changes constitutes acceptance. For questions or to submit a cancellation or refund request, contact us via the KnowingLives website or app (Support / Contact).