Astronia — Powered by AP Pure Care Private Limited
When you get money back, and where it goes
1.1 A refund is based on measurable service failure, duplicate payment, non-delivery or another ground required by law — not on whether a prediction later proves accurate or produces the desired result.
1.2 Depending on the verified impact, Astronia may provide a re-service, a proportionate credit, a partial refund or a full refund. Where a remedy is provided, Clause 7 governs where the money goes.
A refund or other remedy is available where any of the following is verified from system logs, session content or other evidence:
3.1 Where a refund is granted because the Session did not connect, because of a verified Astronia-side or Service Provider-side failure, or because of a duplicate charge, the Platform Session Fee for that Session is refunded in full together with the affected Consultation charges.
3.2 Where the Session connected and the Consultation was delivered, and the complaint relates only to accuracy, interpretation, tone or outcome, the Platform Session Fee is not refundable.
3.3 Where a proportionate refund of Consultation charges is granted because part of a Session was affected, the Platform Session Fee is refunded in the same proportion, unless the Platform services for which the fee is charged were in fact delivered for that Session.
3.4 Where a User cancels before the Session connects, or two-way communication is not established within the Connection Grace Period, no Platform Session Fee arises and any provisional deduction is reversed.
3.5 Where a Session was interrupted and resumed within the Reconnect Window, only one Platform Session Fee is payable; any second fee charged in error is refunded automatically without a request.
Subject always to Clause 1 and to mandatory law, a refund is not ordinarily available for:
5.1 Raise a Session complaint within 24 hours; a report or subscription complaint within 7 days after delivery or discovery; and an unauthorised or duplicate-payment complaint promptly. These are the periods within which Astronia guarantees expedited handling. A later claim remains reviewable, and will be reviewed, where law requires it or where earlier discovery was not reasonable.
5.2 The User authorises the Quality Team to review only relevant Session metadata, chat or recordings to decide the claim or to investigate safety or fraud. Access and retention follow the Privacy Policy.
6.1 Astronia examines relevant logs, duration, content and evidence against written objective criteria, and ordinarily decides within 72 hours. Complex bank, fraud or safety matters may take longer, with status updates.
6.2 A remedy may be proportionate to the affected paid duration. A replacement Session requires the User’s agreement and does not displace a monetary refund the User is entitled to.
6.3 Every decision records the ground relied on and is communicated with the reason and the route of appeal.
6.4 Deciding a claim where there is no recording. A Session is recorded only where every participant has given the separate consent described in the Recording & Communications Policy, Cl. 1, so some Sessions have no recording. Astronia decides such a claim on the evidence that does exist — connection and billing logs, Session metadata, the chat transcript where the format produces one, prior conduct records and the accounts given by the participants — and does not reject a claim solely because no recording is available.
7.1 Astronia operates three refund destinations. Which one applies depends on why the refund arises, not on which is commercially preferable.
| Tier | When it applies | Destination |
|---|---|---|
| Tier 1 | ||
| Payment failure | Duplicate or multiple capture of the same payment; an amount debited where no service was provided at all; a transaction the User reports as unauthorised; cancellation before any service began; amounts paid by a person established to be a minor; and any case where law or the payment network requires return to source. | Original payment source only. Service Credits are not offered as a substitute, and are not offered as an alternative, for a Tier 1 refund. |
| Tier 2 | ||
| Service deficiency | A verified failure of the service itself — the grounds in Clause 2 other than duplicate capture — including non-connection, technical failure, provider conduct, over-billing and late or non-delivery of a report. | The User chooses. Service Credits are offered as the immediate option because they are credited at once; refund to the original payment source is offered alongside, with equal prominence, and is honoured on request. |
| Tier 3 | ||
| Goodwill | Anything Astronia provides beyond the User’s entitlement — a service-recovery gesture, compensation for inconvenience, a campaign cashback, or a benefit given without an underlying failure. | Service Credits only. Clearly labelled as promotional or goodwill credits, with their validity shown, and with no cash value. |
When Astronia communicates a Tier 2 decision, both destinations are presented together, with the amount, the expected timing for each and the consequence of each. Service Credits are credited immediately; a source refund is initiated within the period in Clause 8. The route to choose a source refund is no harder to find or use than the route to accept Service Credits.
A User who has accepted Service Credits for a Tier 2 refund may ask Astronia to convert the unused portion to a source refund at any time within 30 days of the credit. Astronia will do so, subject to identity and fraud verification, and without any deduction.
Service Credits are not offered, and will not be treated, as a substitute for a monetary refund where return to the original source is required by law, by the applicable payment network, or by a direction of a competent authority. Nothing in this Policy or in the Wallet Policy limits a User’s statutory remedies, and no acceptance of Service Credits operates as a waiver of them.
8.1 Service Credits are applied immediately on approval.
8.2 A refund to the original payment source is initiated within 5 business days of approval, or sooner where law requires. The receiving bank or payment provider typically takes a further 5 to 10 business days, which is outside Astronia’s control. Astronia provides the refund reference on request.
8.3 No fee is deducted from a refund arising from Astronia’s duplicate charge, non-delivery or verified deficiency, unless a deduction is expressly permitted by law.
A report or scheduled service may be cancelled before work begins. After confirmed substantive work begins, reasonable work performed may be deducted and any balance refunded. Any non-refundable booking component is disclosed before payment.
Users retain their lawful bank rights, but must not seek both a chargeback and a Platform refund for the same knowingly received service. Astronia may provide evidence to the bank and may suspend disputed credits during a fraud review. Genuine unauthorised-payment complaints are unaffected, and are handled under Tier 1.