Requesting a cancellation or refund
Use the cancellation action on your booking or request in the app. For a failed payment, disputed charge, missing refund or cancellation you cannot complete in the app, email support@ringmyexpert.com with your booking or payment reference, date, amount and a description of the problem.
Cancellation windows are measured from the scheduled start time. Review the price and conditions for your selected service before paying. Your receipt records the charge and any refund or cancellation fee.
Scheduled private calls
Cancelling a request before the expert accepts it gives a full refund. An expert decline or an expired acceptance request also gives a full refund.
For an accepted booking, member cancellation at least 24 hours before the scheduled start gives a full refund. Cancellation with less than 24 hours remaining retains 50% of the booking charge and refunds the other 50%. Member self-cancellation closes when the join window opens, 5 minutes before the scheduled start.
If the expert cancels or does not attend, the member receives a full refund. If neither participant attends, the member receives a full refund. If the expert attends and the member does not, the booking is charged in full.
Instant calls and interrupted private calls
Instant calls are billed at the quoted rate for completed billing intervals. An established call ending before its first billing interval may still incur the short-call fee shown in the app. An unanswered call does not count as an established call.
For scheduled calls, an eligible first-minute Safe Exit retains the disclosed Safe Exit fee and refunds the remainder; use limits apply. Leaving deliberately outside those conditions can result in the full booking charge. Technical interruptions are assessed from connection and attendance records, including which participant disconnected and how much of the session was delivered. A partial session does not always mean a proportional refund. Contact Support if the recorded outcome appears wrong.
Group sessions
You can cancel a seat at least 60 minutes before the scheduled start for a full refund. Ordinary member self-cancellation is unavailable inside that window. Declining the incoming event ring after the free-cancellation cutoff retains 50% of the seat price and releases the remainder.
Organizer cancellation or organizer no-show gives a full refund. If the organizer abandons a session before half its scheduled duration, the undelivered portion is refunded. Under the current group settlement rule, an organizer-joined completed session, or organizer abandonment after at least half the duration, retains 50% of the seat price and releases the other 50%. Your transaction record shows the final retained and returned amounts.
Personalised video requests
A member can cancel for a full refund before the expert accepts the request, provided the request has not already been confirmed through chat. After acceptance or chat confirmation, use Support for a cancellation dispute.
An expert decline or cancellation gives a full refund. An unaccepted request expires after 48 hours and is refunded. If the video is not delivered by the selected offering’s delivery deadline plus the 12-hour delivery grace period, the request expires and is refunded. The offering’s deadline is shown in the app; there is no single delivery deadline for every creator.
Where your refund goes
For wallet-funded purchases, refunds restore the applicable in-app balance or release a held amount. They do not automatically refund the original wallet top-up to your bank.
Where a purchase was funded directly through the payment gateway and a gateway refund is initiated, the refund goes back through that payment’s original payment method. Check the transaction record for the amount, destination and status. An eligible refund can remain pending while processing or a failed attempt is retried.
Refund timing and tracking
Wallet releases or credits are processed when the cancellation or settlement completes. If your booking is marked refunded but the balance has not updated, contact support@ringmyexpert.com with the reference so we can investigate.
For a normal Razorpay refund, the provider’s published bank or card processing estimate is 7–10 working days after the refund is initiated, depending on the payment method and bank. This estimate does not start when you first request a refund and is not a promise of instant credit. Failed attempts can cause delays. If the provider’s stated window has passed, contact Support for the refund status and reference.
Disputes and statutory rights
Report an incorrect outcome, duplicate charge or missing refund to support@ringmyexpert.com. Include the transaction reference and relevant details, but never passwords, OTPs, UPI PINs or full card numbers. Nothing in this policy limits rights that cannot be excluded under applicable law.