🏛️ Consumer Protection Act 2019 Compliance
This policy complies with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. You have the right to fair treatment and transparent refund processes.
1. Overview
At i Assists™, we strive to ensure complete satisfaction with our services. This policy outlines the terms for refunds and cancellations of Credits purchased and consultations booked on our Platform.
2. Credit Purchase Refunds
✅ Full Refund Eligible
- Unused Credits within 7 days of purchase
- Technical failure preventing Credit use
- Duplicate/erroneous charges
- Platform closure or service discontinuation
⚠️ Partial Refund
- Unused Credits after 7 days but within 30 days: 80% refund
- Account termination with unused Credits: Pro-rata refund
❌ Non-Refundable
- Credits used for completed consultations
- Promotional or bonus Credits
- Credits unused for more than 90 days
- Account terminated for Terms violation
3. Consultation Cancellation Policy
3.1 User Cancellations
| Cancellation Time | Refund Amount |
|---|
| More than 24 hours before | 100% Credits returned |
| 12-24 hours before | 75% Credits returned |
| 2-12 hours before | 50% Credits returned |
| Less than 2 hours / No-show | No refund |
3.2 Expert Cancellations
If an Expert cancels a confirmed consultation:
- 100% Credits will be returned to the User immediately
- User may receive bonus Credits as compensation
- Expert may face penalties for repeated cancellations
4. Technical Issues & Service Failures
If a consultation cannot be completed due to technical issues on our Platform:
- Full refund of Credits used
- Option to reschedule at no additional cost
- Compensation Credits for significant inconvenience
5. Expert Subscription Refunds
For Expert subscription plans:
- Within 7 days: Full refund if no consultations completed
- After 7 days: Pro-rata refund for unused period (minimum 30 days remaining)
- Annual plans: Pro-rata refund minus 2 months as early termination fee
6. How to Request a Refund
1
Submit Request
Email support@iassists.ind.in with your registered email, transaction ID, and reason for refund
2
Review (2-3 business days)
Our team will review your request and may ask for additional information
3
Decision & Processing
You will be notified of the decision. Approved refunds are processed within 5-7 business days
4
Refund Credit
Refund will be credited to your original payment method or as Platform Credits (your choice)
7. Refund Timeline
| Payment Method | Processing Time |
|---|
| Platform Credits | Instant |
| UPI | 1-3 business days |
| Debit/Credit Card | 5-7 business days |
| Net Banking | 5-7 business days |
| Wallet (Razorpay) | 1-2 business days |
8. Exceptions & Special Cases
We may make exceptions to this policy in the following circumstances:
- Medical emergencies (with valid documentation)
- Natural disasters or force majeure events
- Death in immediate family
- Platform errors causing financial loss
9. Refund Disputes
If you disagree with a refund decision:
- Submit an appeal to support@iassists.ind.in within 15 days
- Include all relevant documentation and communication
- Our Grievance Officer will review and respond within 15 days
- You may escalate to consumer forums if unsatisfied
10. Contact Us
For Refund Requests:
Email: support@iassists.ind.in
Phone: +91 94419 15137
Hours: Monday-Saturday, 9 AM - 6 PM IST