Refund & Cancellation Policy

Scope

This Refund & Cancellation Policy applies to paid conversation sessions, Packages, and membership plans booked through the NotAlone website, Android app, or iOS app. It forms part of, and should be read together with, the Terms and Conditions.

The 24-Hour Rule (Individual Bookings)

A single, individually booked session is eligible for a full refund only if it is cancelled at least 24 hours before the scheduled start time of that session. This is the only category of purchase on the Platform for which a refund based on timing is available — see Section 07 for how Packages and memberships work.

How to Cancel

• Cancellations must be made through the "My Bookings" section of the website or app.
• You will receive an on-screen and emailed confirmation once a cancellation is successfully processed; a cancellation is not effective until this confirmation is issued.
• Rescheduling a session to a new slot at least 24 hours in advance is treated the same as a cancellation for the original slot, and does not itself incur a charge.

Full Refund Regardless of Timing

The 24-hour rule does not apply, and you are entitled to a full refund or a free reschedule at your option, where:

• The assigned Companion cancels, fails to join, or becomes unavailable for the session;
• The session cannot proceed due to a verified technical failure of the Platform's own infrastructure (including the underlying video/audio provider);
• NotAlone cancels or reschedules the session for operational reasons.

In each such case, refunds will be processed regardless of when the issue arises, including with less than 24 hours' notice or after the scheduled start time.

Non-Refundable Situations

• Cancellations made less than 24 hours before the scheduled slot (save for Section 04 above);
• User no-shows, where the Companion was available and the User did not join the session;
• Sessions that were completed as scheduled;
• Voluntary donations made to support Companion volunteer work;
• Bookings made under an account suspended or terminated for violation of the Terms and Conditions.

Refund Timeline and Method

Approved refunds are processed to the original payment method via Razorpay. Refunds are typically initiated within 5–7 business daysof approval; the time for the amount to reflect in your account thereafter depends on your bank or payment provider and is outside NotAlone's control, though it is typically an additional 5–10 business days.

Packages, Membership, and Multi-Session Plans

Packages (Starter, Steady, Committed) and membership plans (NotAlone Plus) are not refundable, in whole or in part, once purchased. This includes unused sessions, proration for early cancellation, and any form of carry-forward beyond the stated expiry. Three exceptions apply below.

7.1 No Refund, No Proration, No Carry-Forward

• Sessions included in a Package that go unused before the Package's expiry (90 days from purchase, per the Package terms shown at checkout) are forfeited, with no refund and no extension of the expiry date.
• Cancelling a NotAlone Plus membership does not entitle you to a refund or pro-rata credit for the unused portion of the current billing cycle.
• Unused monthly session allowances under a membership do not roll over or carry forward to a future billing cycle, whether or not the membership is later cancelled.
• Change of mind, reduced usage, or simply not getting around to booking sessions are not grounds for a refund on a Package or membership.

7.2 If NotAlone Doesn't Deliver

Where a specific session drawn from a Package or a membership allowance cannot be delivered because the assigned Companion fails to join or becomes unavailable, or because of a verified failure of NotAlone's own platform infrastructure, that specific session will be reissued as a replacement credit or refunded at your choice.

7.3 Billing Errors

Duplicate charges, incorrect amounts, and unauthorised or fraudulent transactions are corrected in full on verification.

7.4 Cancellation Does Not End Access You've Already Paid For

If you cancel a NotAlone Plus membership, no refund or proration is issued for the remainder of the current billing cycle, but your membership benefits remain active through the end of that already-paid period.

7.5 Mid-Session Extensions

A mid-session extension, once accepted and started, is non-refundable. If an extension fails to connect due to a verified technical failure of the Platform's own infrastructure before it begins, it will not be charged; if the failure occurs after the extension has started, the unused portion will be refunded or credited.

7.6 Mobile Subscription Billing

Where a membership is purchased via the iOS or Android app through Apple's or Google's in-app billing systems, cancellations and any refund requests for that subscription are handled directly by Apple or Google through your Apple ID or Google Play account, in accordance with their respective policies.

Disputes and Chargebacks

If you believe a refund has been wrongly denied, please contact us at support@notalone.in before initiating a chargeback with your bank or card issuer, so that we have an opportunity to resolve the matter directly.

Consumer Protection

This Policy operates consistently with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this Policy limits any right you may separately have under applicable consumer protection law.

Contact for Refund Queries

• Email: support@notalone.in
• Response time: Acknowledgement within 24 hours; resolution ordinarily within 15 days.

Changes to This Policy

NotAlone may update this Refund & Cancellation Policy from time to time. The version in effect at the time of your booking or purchase will govern that booking or purchase; material changes will be notified through the Platform in advance of taking effect.