Payment, Refund and Fulfillment Complaint Policy

The short version

Tell us the transaction reference and what you expected. We check the payment record and the delivery record before we answer, and we show you what we found.

We fix a real failure without argument. We do not pay the same value twice.

What this covers

The Astro wallet, Shop store credit and a Mall transaction are separate records on separate planes. Value, eligibility, a refund or a transaction on one surface does not create or change value, eligibility, a refund or a transaction on another, and a balance shown on one surface is not proof of a balance on another.

• A charge on your card, UPI, bank account or store account that you do not recognise.
• A payment that succeeded where the questions, balance, entitlement, report or order did not arrive.
• A duplicate charge for the same purchase.
• A wallet balance, bonus credit or entitlement that is wrong.
• A GST invoice that is missing, or wrong in the name, address, GSTIN or tax.
• A refund decision you think is wrong.
• A recurring charge taken after you cancelled, or without the pre-debit notification required under the Reserve Bank of India framework for recurring transactions.

What this does not cover

A complaint about the content of a reading or the accuracy of a prediction. That is a support matter, not a payment matter, and it is not a ground for a refund.

A refund request for a store purchase, which Google Play or Apple must handle because the store took the payment. We will still check and repair the delivery on our side.

What to send

Your registered email or phone number; the date and amount; and the transaction reference — the order id, the invoice number, the store order id, or the bank or UPI reference.

A screenshot of the bank or store statement line, if the charge is one you do not recognise.

How we check it

We match the payment record against the fulfilment record on our servers. Both are independent of what either of us remembers.

For a store purchase we re-verify the purchase token with Google Play or Apple. For a gateway purchase we re-verify the payment with the gateway.

For a wallet complaint we read the ledger, which records every credit and debit with its source, and tells us whether the credit was paid or promotional.

We tell you what the records show, including when they disagree with us.

Outcomes

• Paid and not delivered: we deliver it. If we cannot deliver it, we refund it in full.
• Duplicate charge: the duplicate is refunded in full.
• Charged after cancellation, or an e-mandate debit without the required pre-debit notification: refunded in full.
• Invoice wrong: we issue a corrected invoice or a credit note under section 34 of the Central Goods and Services Tax Act, 2017.
• Delivered as described: no refund, and we send you the delivery evidence with the reason. See the Refund and Cancellation Policy.

No duplicate value

If an automatic repair has already returned the balance, the entitlement or the goods, we will not also refund the money. We show you the repair record when that happens.

Timing and escalation

Acknowledged within 24 hours. Decided within 15 days. An approved refund reaches the original payment method within 5 to 7 working days after we release it.

Escalate to the Grievance Officer named in the Grievance and Consumer Complaint Policy. External routes: the National Consumer Helpline on 1915, e-Daakhil, your bank, and the Reserve Bank of India Integrated Ombudsman Scheme for a bank or payment instrument complaint.

A ticket is issued. For an applicable e-commerce transaction, GrahaGuru acknowledges a consumer complaint within 48 hours and redresses it within one month. External statutory and platform remedies remain available.