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Refund & Cancellation

Transparent, fair, and clear guidelines regarding wallet recharges, consultation cancellations, and refunds.

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Refund Guide
● Last Revised: October 2026

Refund & Cancellation Policy

At Solvemate, our goal is to ensure a reliable and fair experience for both seekers (Users) and providers (Listeners).

1. Policy Overview

Solvemate facilitates consultations using in-app wallet coins recharged via real currency. Because consultations involve reserved time from independent listeners, our cancellation and refund framework is designed to balance user flexibility with fair compensation for listeners' dedicated time.

2. Wallet Recharges & Payment Gateway Terms

When recharging your wallet via Razorpay:

  • Successful Recharges: Once coins are credited to your Solvemate wallet, purchases are generally non-refundable to the original payment method, but remain available in your wallet for future sessions with any listener.
  • Duplicate Charges: If your bank account was debited multiple times for a single wallet recharge due to network latency, the duplicate amount will automatically be reversed by Razorpay or our payment operations team.
  • Amount Debited But Coins Not Credited: In rare cases of bank payment delays, Razorpay usually reconciles the status within 24 hours. If coins are not reflected, email your Razorpay Payment ID to info@solvemate.com and we will verify and credit your wallet immediately.

3. Listener Rejections & No-Shows

100% Automatic Refund Guarantee

If a booked Listener rejects your consultation request, cancels an accepted session, or fails to join at the scheduled time, 100% of your deducted coins are instantly restored to your Solvemate wallet.

Solvemate continuously monitors Listener reliability. Frequent cancellations or unexcused no-shows by a listener lead to internal penalties, status downgrades, or platform suspension.

4. User-Initiated Cancellations

If you need to reschedule or cancel a scheduled consultation, the following policy applies:

Cancellation Window Refund to Solvemate Wallet Notes
Before Listener Accepts 100% Refund Full coins returned immediately upon withdrawal of request.
More than 2 hours before session 100% Refund Full refund credited to wallet coins with no penalty.
Within 30 mins - 2 hours of session 80% Refund 20% retained as token compensation for Listener's blocked slot.
User No-Show (Missed Session) No Refund If the user fails to join within 10 minutes of start time, session is considered fulfilled.

5. Technical Disconnections & Call Drops

If a consultation suffers severe audio/video disconnection or platform server failure:

  • First 2 Minutes: If connection fails immediately or audio cannot be established, you may end the call and contact support for a full coin adjustment.
  • Per-Minute Billing: For per-minute consultations, you are only billed for the exact connected minutes recorded by our system. Disconnected minutes are not charged.

6. How to Raise a Dispute or Refund Request

If you experienced unsatisfactory conduct, an unfulfilled consultation, or a billing discrepancy, follow these steps within 48 hours of the session:

  1. Locate your Consultation ID / UUID from your User Dashboard history.
  2. Email info@solvemate.com with the subject line "Dispute / Refund Request - [Consultation ID]".
  3. Include a brief description of the issue (e.g. listener no-show, audio failure).
  4. Our support team investigates the logs and responds with a resolution within 24 to 48 business hours.

7. Processing Timelines

  • Wallet Coins: Instant upon dispute validation or listener cancellation.
  • Razorpay Bank Reversals (Duplicate Charges): 5 to 7 business banking days depending on your issuing bank or UPI application.