Политика возврата средств

RETURN, REFUND AND CANCELLATION POLICY

DIVASYA

(Owned and Operated by Sanatan Vibe Private Limited)

INDEX

S.No.

Clause

1.

Refund Eligibility

2.

Refund Processing Timelines

3.

Method of Refund

4.

Cancellation

5.

Customer Care

6.

Platform Rights


The terms set out herein shall form an integral part of the Divasya (hereinafter referred to as "Company") Terms of Use. The User acknowledges that these terms of return, refund and cancellation are limited to delivery of Products and Services offered through the Company's website and mobile application (hereinafter referred to as "Platform").

The Platform offers Products, informational, cultural, spiritual and advisory services. Refunds are not based on belief, faith, personal expectations or perceived outcomes. The User acknowledges that astrology is an interpretative and subjective science and outcomes may vary from person to person.

The User must make sure that the shipping address and bank account details provided are complete, true and accurate so as to ensure that the Panchang and Products are delivered on time and the refunds are initiated without delay.

1. Refund Eligibility

1.1. Eligible Cases — Refunds in case of services may be issued only in the following cases:

  • A technical failure prevents access to paid content or services;
  • Non-delivery of paid service (including physical Panchang delivery, where applicable);
  • Duplicate or erroneous charges;
  • Service delivered materially differs from what was described at purchase.

1.2. Non-Eligible Cases — Refunds will not be provided for:

  • Dissatisfaction based on belief, interpretation, or faith-based disagreement;
  • Lack of perceived benefit or outcome;
  • User error, including incorrect birth details, time, location, or preferences entered during onboarding;
  • Change of mind after successful delivery;
  • Once service has been delivered;
  • A consultation has been conducted (whether partial or in full);
  • A report with analysis has been shared;
  • Dissatisfaction with astrological predictions, advice, guidance, or remedies, including lack of expected accuracy or outcomes;
  • Missed appointments or failure by the User to attend a scheduled consultation without prior notice;
  • Technical issues arising from the User's device, internet connectivity, or other factors beyond the Company's control;
  • Digital astrology products including reports, recordings, PDFs, or any downloadable or shared content once delivered.

1.3. Return/Refund and Exchange in case of Products:

Eligible Cases:

  • An incorrect Product has been delivered i.e., the Product does not match the Product in the order confirmation;
  • If the Product received has a manufacturing defect;
  • The Product purchased does not conform to the characteristics or features listed on the Platform.

Non-Eligible Cases — The following items shall not be eligible for return or refund once delivered, except in cases of manufacturing defect or damage at the time of delivery:

  • Perfumes, ouds, fragrance oils, essential oils;
  • Incense, agarbattis, candles;
  • Home fragrances and air fresheners;
  • Any Product that had been opened, used, tampered with, or whose seal has been broken.

1.4. Return, Refund or Exchange requests shall be subject to verification by the Company.

1.5. Acknowledgement of Refund Request: The Company shall acknowledge receipt of a refund or return request within 48 (forty-eight) hours of receipt. A decision on the eligibility of the refund shall be communicated to the User within 7 (seven) working days of receipt of the request, subject to receipt of any additional information or documentation required. This timeline is in addition to, and separate from, the refund processing timeline set out in Clause 2 below.

1.6. The Company reserves the right to seek information including but not limited to pictures and videos of the incorrect and/or damaged Product(s) for verification purposes. The final decision on eligibility of return, refund and exchange shall be at the discretion of the Company, subject to the provisions of the Consumer Protection Act, 2019.

1.7. Dispute Resolution: Users who are dissatisfied with the Company's decision on a refund or return request may escalate their complaint to the Company's Grievance Officer as set out in the Terms of Use. Users who continue to remain dissatisfied after exhausting the Company's internal grievance mechanism have the right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or file a complaint on the National Consumer Helpline (1800-11-4000) or the INGRAM portal (https://consumerhelpline.gov.in).

2. Refund Processing Timelines

2.1. Approved refunds will be processed within 7 (seven) working days from the User providing accurate and appropriate bank account details.

2.2. Users will receive a notification once the refund is initiated.

2.3. The Platform is not responsible for delays by banks, UPI networks, financial institutions, or third-party processors once the refund has been initiated from the Company's end.

2.4. Force Majeure and Refunds: Refunds shall not be withheld solely on the ground of a Force Majeure event if the Company is unable to deliver the Service for reasons attributable to its own systems or infrastructure. A Force Majeure exclusion from refund obligations applies only where the inability to deliver the Service is caused by a genuinely external event beyond the reasonable control of the Company (such as natural disasters, government orders, or nationwide network outages). Where a Service cannot be delivered due to such external events, the Company shall offer the User either a rescheduled service or a full refund at the User's option.

3. Method of Refund

3.1. All refunds are made only to the original payment method used during the transaction.

3.2. No cash refunds, vouchers, or wallet credits will be issued unless explicitly offered as part of a promotional policy.

3.3. Where a refund cannot be processed to the original payment method due to technical or banking constraints, the Company shall contact the User to arrange an alternative mode of refund and shall process the refund within a reasonable time thereafter.

4. Cancellation

4.1. The User can cancel an order prior to the dispatch of the Panchang/Product by the Company. The order cannot be cancelled once dispatch has been initiated.

4.2. Cancellation requests must be made in writing within 24 (twenty-four) hours of placing the order for Product or Service.

4.3. If the User cancels an astrology service prior to the scheduled consultation and before any work has commenced, the Company may issue a refund after deducting applicable administrative or processing charges. Such administrative or processing charges shall not exceed 10% of the transaction value, and the basis for calculation of such charges shall be disclosed to the User at the time of cancellation. The Company shall not deduct charges that are disproportionate to the actual administrative costs incurred.(wat r expenses n charges)

4.4. No refund or rescheduling shall be provided in case of no-show by the User.

4.5. One-time rescheduling of a consultation may be permitted if requested at least 24 (twenty-four) hours in advance, subject to availability and at the sole discretion of the Company.

5. Customer Care

To raise a refund or cancellation claim, the User must write to the Company at: divasya@divasya.life

6. Platform Rights

6.1. The Platform reserves the right to approve or deny refund requests after due review.

6.2. The Platform reserves the right to suspend accounts in cases of fraudulent activity.

6.3. The Platform reserves the right to modify this Policy.

6.4. The Platform's decisions on refund, cancellation, and rescheduling requests shall be final.