Policies

Refunds and cancellation

This page is a working draft. Company registration is in progress and this wording has not yet had legal review. It will be updated before the site accepts real payments.

Refunds are issued as credits back to your account, not as a reversal to your original payment method, unless we are required to do otherwise.

If you cancel a booked call

Cancelling is free up to 60 minutes before your call starts. After that, a fee is taken from your refund:

60 to 30 minutes before the start: 10% fee
30 minutes to the start: 20% fee
After the start, before the Saarthi joins: 25% fee

These percentages are placeholders while we finalize our policy, and any fee is rounded up to the next whole credit. Once your Saarthi has joined the call, you can no longer cancel it.

If you book a call and do not join

If your Saarthi joined on time and waited, but you did not join, the call is charged in full, because that time was held for you and could not be given to anyone else.

If your Saarthi cancels or does not join

You get a full refund of credits, and we will show you other Saarthis with open slots right away.

If a call drops

You are refunded credits in proportion to the time you missed. You can rejoin the same Saarthi without paying for a full call again, or book someone else.

If a call runs over

Extra time is billed at the same flat rate as the booked call. We will prompt you to add credits to continue, and end the call after a short grace period if you do not.

Questions

Write to hello@hritapp.com about a specific booking and we will look into it.