Cancellation & Refund Policy

1. Cancellation by You

More than 24 hours before your session

If you cancel more than 24 hours before your scheduled session, you are entitled to a full refund, or you may reschedule at no extra charge.

Less than 24 hours before your session

Cancellations made within 24 hours of your scheduled session are non-refundable. You may reschedule once, subject to availability, within 7 days of the original session date.

If you do not join

Your expert will wait for 15 minutes from the scheduled start time. If you have not joined within that time, the session is recorded as missed. A missed session is non-refundable and cannot be rescheduled.

If you know you are running late, message us on WhatsApp before the session and we will do what we can.

2. Cancellation by Khidma or Your Expert

If your expert has not joined within 15 minutes of the scheduled start time, or if your expert is unable to attend, or if Khidma needs to cancel for any reason, or if the session cannot take place because of a technical failure on our side:

• You will be notified as early as possible
• You may choose either a full refund or a rescheduled session at a time that suits you
• Refunds in this case are processed within 5–7 business days

You are never charged for a session your expert does not attend.

3. Session Packages

Where session packages are offered, the following applies:

• If you cancel a package before completing any sessions, a full refund will be issued
• If you have completed one or more sessions, a refund will be issued for the unused sessions only, calculated at the standard single-session rate for that session type and duration
• Individual sessions within a package may be rescheduled under Section 1
• Unused package sessions expire 6 months from the date of purchase

4. Session Extensions

Payments to extend a session beyond its booked duration, made during a live session, are non-refundable once the extension has commenced.

5. Session Notes

At the start of each session you choose whether the session is transcribed. If you decline, the session goes ahead as normal but no session notes or summary are produced for it. Declining transcription, and the absence of session notes that follows from it, is not a ground for a refund.

If you consented to transcription and your session notes were not delivered, contact us and we will put it right.

6. How to Cancel or Reschedule

To cancel or reschedule, contact us via:

• WhatsApp: +91 9187150090
• Email: connect@khidma.live

Please include your name, session date, and booking reference (if applicable). We aim to respond to cancellation and reschedule requests within a few hours.

7. Refund Processing

All payments are processed through our payment provider, Razorpay. Approved refunds are issued to your original payment method within 5–7 business days. Actual timing may vary depending on your bank or card provider.

Refunds are issued in the currency of the original payment. Where your bank applies a currency conversion or transfer charge, the amount you receive may differ slightly from the amount charged; that difference is set by your bank and is outside our control.

8. If You Are Dissatisfied with Your Session

If you are dissatisfied with your session experience, please contact us at connect@khidma.live. We take all feedback seriously and review each case individually. A session's value lies in the professional time and knowledge provided, so a difference of opinion with the guidance or ruling given is not, on its own, a guarantee of a refund — but we will always look at genuine concerns fairly, and nothing in this policy limits your rights under applicable consumer-protection law.

9. If an Expert Behaved Inappropriately

Refunds under this section are separate from a difference of opinion about guidance. If a scholar or counsellor treated you in a way that was demeaning, abusive, discriminatory, or otherwise harmful, please report it to connect@khidma.live. As set out in our Terms of Use, we review such reports within 7 days, and where we find egregious misconduct we remove the expert and issue a full refund for the affected session.

10. Your Consumer Rights

Nothing in this policy affects your statutory rights as a consumer that cannot be waived under the law that applies to you, including, for users in India, rights under the Consumer Protection Act, 2019.

11. Contact Us

Email: connect@khidma.live · WhatsApp: +91 9187150090 · Website: www.khidma.live