1. Wallet Recharges

All wallet recharges on Plus One are processed through Razorpay and are non-refundable once credited to your wallet, except in the following circumstances:

• A technical error caused duplicate charges for the same transaction
• Payment was debited from your bank but wallet was not credited within 24 hours
• An unauthorized transaction was reported within 7 days of occurrence

2. Per-Minute Session Charges

Session charges (chat and voice) are deducted from your wallet in real time based on actual time spent. These charges are non-refundable once billed. However, refunds may be considered in the following cases:

• A confirmed platform-side technical failure (e.g., server error) caused a session to be billed incorrectly
• A companion failed to join a voice session after the client was charged for more than 2 minutes of wait time

3. Unused Wallet Balance

Wallet balances do not expire. If you wish to withdraw your unused wallet balance, you may contact us at support@plusone.app. Withdrawal requests are subject to identity verification and a processing fee of 5% or ₹50 (whichever is higher) to cover payment gateway costs. Processing takes 5–10 business days.

4. Failed Payments

If a payment fails at the Razorpay gateway (e.g., card declined, net banking timeout), no amount is deducted. If you believe you were charged for a failed transaction, contact your bank and also write to us at support@plusone.app with your transaction ID.

5. Refund Process

To request a refund:

1. Email support@plusone.app with your registered email and order/transaction ID
2. Describe the issue clearly with any relevant screenshots
3. Our team will review your request within 3–5 business days
4. Approved refunds are credited to the original payment source within 5–10 business days

6. Account Termination

If your account is suspended or terminated due to a violation of our Terms of Service, any remaining wallet balance is forfeited and not eligible for refund.

7. Contact Us

For refund requests or payment disputes: support@plusone.app

We aim to resolve all valid disputes fairly and promptly.