Cancellation & Refund Policy

1. Overview

ATSRC Technologies Private Limited ("we," "us," or "our") operates The KnowingLives Platform including the Website and Mobile Application. KnowingLives is a digital wellness platform that connects users with verified professionals across astrology, tarot, numerology, psychology, yoga, meditation, Ayurveda, Reiki, spiritual guidance, and holistic wellness through chat, audio calls, video sessions, bookings, and other digital services. The Platform is operated by ATSRC Technologies Private Limited. Users purchase prepaid KL Credits to pay for live chat, audio call, and video sessions with independent Advisors. This Cancellation & Refund Policy explains when and how you may request a cancellation or refund. These policies apply equally regardless of whether you access services through a web browser, the Android Mobile Application, or the iOS Mobile Application (upon release). 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, Privacy Policy, and Disclaimer.

Important: Refunds will be reviewed on a case-by-case basis. Approval is not automatic. We assess each request against the criteria below, session records, and applicable law.

2. Nature of Service and Payment

Payments on the Platform are made for digital consultation services — live time with Advisors for astrology, tarot, numerology, psychology-style guidance, yoga, meditation, Reiki, Ayurveda, spiritual guidance, and related wellness services delivered by chat, audio call, or video session. Sessions are typically billed on a per-minute basis while you are connected; the applicable rate is shown before you start a session. Once consultation time has been consumed (in whole or in part), the corresponding KL Credits are generally non-refundable, except as set out in this policy or as required by applicable law.

3. Refunds by Service Type

3.1 Chat Sessions

If a paid chat session could not be delivered or was severely disrupted due to a technical failure on our side, or if an Advisor failed to respond through no fault of yours, refunds will be reviewed on a case-by-case basis. Partially consumed chat time is generally not refundable unless a qualifying issue is verified.

3.2 Audio Calls

Audio call refunds may be considered where the call could not connect, dropped persistently due to Platform-side issues, or where an Advisor no-show is confirmed. Connected audio time is typically non-refundable.

3.3 Video Calls

Video session refunds follow the same principles as audio calls. Issues caused by denied camera/microphone permissions on the user's device, or by the user's internet connection, may not qualify for a refund.

3.4 Failed, Duplicate, or Erroneous Payments

If your payment was debited but KL Credits were not credited, if you were charged twice for the same top-up, or if an incorrect amount was deducted, we will review the transaction after verification with our payment gateway (PhonePe, CCAvenue, PayPal, Google Play, Apple App Store, or other authorized partner). Approved refunds will be processed to your KL Credits balance or original payment method where permitted.

3.5 Technical Errors

Platform outages, persistent connection failures, or billing errors attributable to our systems may qualify for a refund or credit. Report the issue within 48–72 hours with session ID, time, and a description of the error.

3.6 Advisor No-Show

If an Advisor fails to join a booked or initiated session, or disconnects without completing a reasonable portion of the session through no fault of yours, refunds will be reviewed on a case-by-case basis. Claims should be raised via support with session details.

3.7 User Cancellation

If you cancel a booked session before it has started, in accordance with our cancellation rules, we may credit your KL Credits balance or approve a refund on a case-by-case basis. Cancellation after a session has started, or change of mind after connecting, generally does not qualify for a refund.

3A. Cancellation Policy

Before a session starts: You may cancel or leave a queue before connecting; any hold on KL Credits is released or unused balance remains in your account. Refund of a recent top-up in this situation is reviewed case-by-case if no service was delivered.

After a session starts: Per-minute billing applies for connected chat, audio, or video time. Cancellation or disconnection after connection does not entitle you to a refund for time already consumed.

Async video consultations: Once an advisor begins work on a submitted question, the consultation is treated as delivered and is generally non-cancellable. Pending requests may be cancellable before work begins — contact support promptly.

Fees: We do not charge a separate cancellation fee. Standard session rates and gateway charges (if any) apply only to services actually delivered or top-ups completed.

4. When Refunds Are Generally Not Granted

We generally do not grant refunds in the following cases:

• Sessions that were fully or substantially consumed (including per-minute billing for connected time).
• Dissatisfaction with the content, accuracy, or outcome of an astrology reading, tarot spread, spiritual guidance, or other consultation, where the session was delivered as described — all such services are for entertainment purposes only (see Disclaimer).
• Disagreement with a prediction, interpretation, or opinion expressed by an Advisor.
• Change of mind after a session has started.
• Failure to use KL Credits within a period (unless required by law).
• Violation of our Terms leading to suspension or termination.
• Issues caused by the user's device, network, or denied app permissions.

Each request is reviewed on its merits. Refunds will be reviewed on a case-by-case basis.

5. How to Request a Refund

To request a refund: (a) log in to your account on the website or mobile app and go to Support, or (b) email admin@knowinglives.com, +91 172 314686, or use our Contact & Grievance page. Please include your registered email, the transaction or session ID, the amount, and a clear reason. We will acknowledge your request and respond within 7–14 business days, or as required by local law.

6. Refund Processing Time

Approved refunds are typically credited to your KL Credits balance within 1–3 business days. Refunds to the original payment method (card, UPI, net banking, or wallet) are processed through the relevant payment gateway and may take 5–10 business days (or longer depending on your bank or payment provider) to appear in your account. Refund timelines are estimates and not guarantees.

7. Unused KL Credits

KL Credits are generally non-withdrawable and have 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, reviewed on a case-by-case basis.

8. 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.

9. Jurisdiction-Specific Notes

India: This policy is without prejudice to your rights under the Consumer Protection Act, 2019. For grievances, contact our Grievance Officer at support@knowinglives.com or +91 172 314686.

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.

10. Changes and Contact

We may update this policy from time to time. The "Last updated" date at the top will be revised. Continued use of the Platform after changes constitutes acceptance.