This Refund Policy describes when and how BANJARA APP issues refunds for paid subscriptions and one-time purchases. Please read this policy together with our Terms & Conditions.
Important: Subscriptions purchased through Google Play or the App Store are subject to those stores' refund rules in addition to this policy. For purchases made through the in-app store flow, refund requests are processed by Google or Apple respectively.
Sections
1. Scope
This policy applies to:
- Matrimony Premium and other subscription tiers
- One-time purchases (e.g. boost packs, priority delivery)
- In-app purchases of any kind
It does not apply to free features of the App, which carry no refund obligation.
2. When You Are Eligible for a Refund
Eligible
- Duplicate payment for the same plan
- Subscription was charged but never activated due to a system error
- Technical billing error attributable to BANJARA APP
- Wrong amount charged compared to advertised price
- Unauthorised charge with clear evidence (e.g. card fraud you can prove)
- The promised premium feature was unavailable for more than 7 consecutive days due to our error
Not Eligible
- Change of mind after activation
- Subscription period already consumed in part or full
- Suspension or termination due to policy violation
- Failure to find a match — Matrimony is a connection tool, not a guarantee
- Disagreement with platform decisions on reported content
- Forgetting to cancel before auto-renewal
- Charges older than 30 days, unless required by local law
3. How to Request a Refund
- Open the App → Profile → Settings → Subscriptions to find your transaction ID.
- Email [email protected] with the subject "Refund Request".
- Include:
- Registered mobile number
- Username
- Transaction ID and date
- Reason for refund
- Screenshot of the charge (if available)
- You will receive an acknowledgement within 2 business days.
- If approved, the refund is initiated within 7 business days of approval.
4. Processing Timeline
| Stage | Duration |
|---|---|
| Acknowledgement of your request | Within 2 business days |
| Review and decision | 3–5 business days |
| Refund initiation after approval | 1–7 business days |
| Credit appears in your account | 5–10 business days (depends on bank / app store) |
5. Refund Methods
- Refunds are returned to the original payment method used at purchase.
- If the original method is no longer available (e.g. expired card), we will coordinate an alternative supported method.
- Refunds for Play Store / App Store purchases are issued by Google or Apple to your linked payment account, not directly by us.
6. Auto-Renewal & Cancellation
- Subscriptions auto-renew at the end of each billing cycle unless cancelled.
- Cancel at least 24 hours before the renewal date to avoid the next charge.
- Cancellation stops future renewals; it does not refund the current period.
- You retain access to premium features until the end of the period you have already paid for.
7. Play Store / App Store Purchases
If you purchased through Google Play, refund requests can also be submitted directly to Google:
- Open Play Store → Profile → Payments & subscriptions → Budget & history
- Find the BANJARA APP charge → "Request a refund"
For App Store (iOS) purchases, visit https://reportaproblem.apple.com and select the BANJARA APP charge.
8. Chargebacks
Filing an unauthorized chargeback through your bank or card issuer without first contacting us may result in your account being suspended pending review. We encourage you to reach out to us first — most issues can be resolved directly.
9. Contact
BANJARA APP Billing Support
Email: [email protected]
Subject line: "Refund Request — <username>"
Average response: 2 business days
Email: [email protected]
Subject line: "Refund Request — <username>"
Average response: 2 business days