Official Platform Policy
Refund & Cancellation Policy
Last Updated: August 2, 2026 • Applies to all users and transactions on the Help Sathi platform.
At Help Sathi, our priority is providing transparent, equitable, and top-tier mentorship. We understand that circumstances change and technical glitches occasionally occur. This document explains how cancellations, disputes, and refunds are handled across our service offerings.
1. Wallet Recharge Refunds
- Unused Balance: You may request a full refund of your unused, unspent wallet balance to your original payment method within 7 calendar days of the recharge date.
- Promotional / Bonus Balances: Any promotional credits, referral bonuses, or coupon top-ups are non-refundable and cannot be redeemed for cash.
- Deductions & Fees: Third-party payment gateway transaction charges (typically 2–3% incurred via Razorpay) may be deducted from non-dispute wallet refund amounts.
2. Live Chat Sessions & Disputes
- Successful Sessions: Once a chat session is successfully completed and mentorship is delivered, no refund is applicable.
- Technical Issues & Disputes: If a chat session fails due to technical errors, or if there is mentor misconduct or unresponsiveness, you must report the issue to us within 48 hours to be eligible for a refund.
- Fair-Start Billing: Chat timers start only when the mentor sends their first response. No charges accrue during waiting or connection phases.
3. Monthly Subscriptions
- General Policy: Once a subscription is purchased and successful mentorship begins, no refund is applicable for that billing cycle.
- Disputes & Issues: If you face an issue (such as the mentor being completely unresponsive), you must report the dispute within 48 hours of purchasing the subscription to get a refund.
- Cancellations: You can cancel future auto-renewals anytime from your dashboard. However, there are no pro-rated refunds for active cycles if no issue is reported within the 48-hour window.
4. Appointments & Scheduled Calls
- Successful Appointments: Once a scheduled call or appointment is successfully completed, no refund is applicable.
- Mentor No-Show & Issues: If a mentor fails to join the Google Meet session or there is a major issue, you must report the dispute within 48 hours of the scheduled time to claim a full refund.
- Student Cancellation: Calls cancelled at least 4 hours prior to the scheduled start time will receive a 100% wallet refund. Cancellations made with less than 4 hours notice are non-refundable.
5. How to Initiate a Refund Request
To request a refund or dispute a session, submit a request via our Contact Form or email us at support@helpsathi.com with:
- Your registered student email address
- Payment Order ID or Chat Session ID
- Mentor Name & Date of Session / Transaction
- Clear description of the issue or rationale for refund
Approved refunds to original payment methods are initiated within 24–48 hours and typically reflect in your bank account or card statement within 5–7 business days as per banking network standards.