റീഫണ്ട് നയം

You pay for a coin pack by UPI on the Viaraa top-up page and enter the payment's UTR. Our team checks the payment and then adds the coins, or rejects the request with a reason you can see in your wallet. Coins are prepaid credit for calls, gifts and game passes, as explained in our Terms.

Money goes back to the UPI ID it was paid from, in full, with no deductions:

• Your request was rejected but the money did reach us. Send us a screenshot of the successful payment with its UTR. If we find it, we add the coins or refund it, whichever you prefer.
• You paid twice, or paid the wrong amount. We refund the second payment, or the difference. If the amount doesn't match any pack, we refund all of it.
• You paid but didn't submit the request. Tell us within 30 days with the UTR, and we add the coins or refund the payment.
• We close your account. We refund the coins you paid for and haven't used. If the account was closed for breaking our Terms, we leave out coins that came from fake or reversed payments.

A payment failed in your UPI app but money left your account? That money didn't reach us. Your bank normally reverses failed UPI payments by itself; if it hasn't, contact your bank or UPI app.

• A problem on our side charged you for minutes you couldn't use, for example a call that dropped right after connecting because our servers failed. Report it within 7 days and, after checking the call records, we return the coins for those minutes.
• We charged you by mistake (a billing error). We correct it and return the coins.

• Minutes of a call that connected, including when you or the host ended it early, or you didn't enjoy the conversation.
• Gifts, once they're sent.
• Game passes, once their time has started (a pass is an access fee for that time, whether or not you play).
• Minutes lost because of your phone, internet connection or battery.
• Unused coins when you change your mind. Coins don't expire while your account is open, so you can use them later.
• Coins we removed because a payment was fake, reversed or charged back, or because they were gained by breaking our Terms.

• A coin request can't be cancelled after you've paid, because the payment has already happened. If you paid by mistake, see “When you get your money back”.
• You can cancel a call while it's ringing at no cost. Missed and declined calls are free too.

Email support@viaraa.in (details on the Contact page) with:

• your User ID (on your Profile and in your wallet);
• the request ID (like CR-1007) and the payment's UTR, or the time of the call;
• what went wrong, and a screenshot if you have one.

We reply within 48 hours and settle most requests within 7 days, always within 30 days. Money refunds reach your UPI ID once your bank processes them. Coins we return show up in your wallet history as "Refund".