Refund & cancellation

1. Overview

Apna Sanatan is operated by Inddev Innovation Studio Private Limited. Different parts of the platform carry different refund rules — consultations are time-based services, marketplace orders are physical products, and the Punya wallet is a closed-loop stored-value instrument. Each is treated below.

2. Consultations

If the astrologer doesn't connect

If the astrologer fails to join your scheduled session, or disconnects within the first three minutes without resuming, the full Punya charged for that session is automatically credited back to your wallet within 24 hours. Where the original payment was made from a bank account or card and not from Punya bonus, you may request a refund to the original instrument; see clause 5.

If you cancel a scheduled consultation

Cancellations more than two hours before the scheduled start are refunded in full to your Punya wallet. Cancellations within two hours of start are non-refundable, because the astrologer has committed time to your slot. We don't penalise no-shows on the first occurrence in good faith, but repeated no-shows may be treated as platform misuse.

Quality concerns

If you genuinely feel the consultation was misleading, abusive, or not aligned with what was advertised, write to care@apnasanatan.com within 48 hours of the session, with the booking reference. We review every such case manually, listen to or read the relevant transcript, and where the complaint is upheld, we either refund the full session amount to your Punya wallet or, at your option, provide a complimentary session of equivalent value.

Note that an outcome not matching a prediction is not by itself a ground for refund. Astrology is reflective guidance, not a guarantee.

3. Marketplace orders

Cancellation before dispatch

You may cancel any unshipped order from the Orders screen in your account, or by writing to care@apnasanatan.com within 24 hours of placing it. A full refund is issued to the original payment method.

Return after delivery

We accept returns within 7 days of delivery for items that arrive damaged, defective, materially different from the product description, or with a manufacturing fault. Raise a return request from the order page, attach a photo or short video of the issue, and we will arrange a reverse pickup at no cost to you.

Items returned in original condition, unused and with all original packaging and tags intact, are refunded in full once they reach our warehouse and pass quality check. Refunds are issued to the original payment method within 7–10 business days of receipt.

Categories that are non-returnable

Some categories cannot be returned for reasons of hygiene, consumability or sanctity:

• Puja samagri and consumables — kumkum, agarbatti, camphor, oils, dried herbs, prasad, sacred ash, and similar items opened or used after delivery.
• Energised, abhishekam-performed, or pran-pratishtha articles — once a sacred ritual has been performed on an item at your request, it is no longer returnable.
• Personalised items — yantras inscribed with a name, custom-engraved rudraksh kavach, or anything made to order for you.
• Gemstones with broken seal — natural gemstones are returnable only if the tamper seal is intact. A gemstone whose seal is broken cannot be authenticated again and is non-returnable.
• Downloadable or digital deliverables — once a report or e-book is delivered, it is non-returnable.

Where a non-returnable item arrives damaged or defective, the standard 7-day window applies — write to us with a photo and we will make it right.

What is not a defect

Natural variation in colour, grain, weight, or markings of organic items — rudraksh beads, gemstones, brass and copper murtis, wooden articles — is not a defect. We try to photograph our products honestly, but two pieces of rudraksh from the same lot can look slightly different.

4. The Punya wallet

Punya credited to your wallet on a recharge is a closed-loop stored-value balance redeemable only against services and goods on the Apna Sanatan Platform. In line with the Reserve Bank of India's position on closed-system instruments:

• Punya cannot be transferred to a bank account, withdrawn as cash, or used outside the Platform.
• The amount you paid to recharge is not refundable to your bank account once the Punya has been credited to your wallet, except where required by law or in clear cases of duplicate or fraudulent charges.
• Bonus Punya credited as part of a promotional offer is non-withdrawable and is forfeited if your account is closed or terminated.
• The Punya balance does not earn interest and has no expiry under ordinary use.

Refunds against consultation cancellations and order returns are credited back to the wallet that paid for them — wallet payments return to wallet, card payments return to card, UPI payments return to the original UPI handle.

5. How refunds are paid out

Where a refund is due to your original payment instrument:

• UPI — typically credited within 1–3 business days.
• Cards — typically credited within 5–7 business days, subject to your card-issuing bank.
• Net banking — typically credited within 5–7 business days.
• Punya wallet — credited instantly on approval.

Where the original instrument is no longer available — a closed card, an inactive UPI handle — we may issue an equivalent Punya credit at your option, or transfer to a verified bank account in your name after additional verification.

6. Chargebacks

If you raise a chargeback with your bank for a service that was clearly delivered, we reserve the right to suspend your account pending investigation and to contest the chargeback with the relevant evidence. Where a chargeback is found to be unsubstantiated, the corresponding amount may be recovered.

7. How to reach us

For any refund or cancellation, the fastest route is care@apnasanatan.com. You can also call +91 96673 54266 on business days, 10am–7pm IST. Quote your order number or session reference and we will take it from there.

8. Grievance officer

If you are unsatisfied with our resolution, you may escalate to our Grievance Officer: