Refund Policy

Membership is a fixed term, not a recurring charge

Every plan is bought once for a stated number of days — ninety for Basic, a hundred and eighty for Premium, three hundred and sixty-five for Elite. Nothing renews on its own and no card is stored for a future charge. When a term ends the account returns to the free tier and the profile stays on the register; nothing is deleted and nothing is billed again unless a new plan is bought.

The seven-day window

If you tell us within seven days of payment that the membership is not what you expected, we will refund it in full, provided no contact details have been unlocked in that time. Unlocking a contact is the point at which the bureau has delivered what was paid for — another family's telephone number cannot be returned.

Where contacts have been unlocked within those seven days, we refund the balance after deducting the published rate for those unlocks. We will show you that calculation before processing anything.

After seven days

Beyond seven days a membership is not refundable as a matter of course, because the profiles, the introductions and the Kundali reports have all been available for the whole of that time. We will still look at any request individually — a bereavement, a marriage fixed elsewhere, a serious error on our side. Telephone the office rather than writing; these are decided by a person.

Upgrading mid-term

Upgrading does not require a refund and never costs the full price of the new plan. Whatever remains of the plan you are on is credited against the new one, calculated by the day, and you pay only the difference. This happens automatically whether you upgrade online or at the office, and the amount is shown before you pay.

Downgrading mid-term is not offered. The remaining days on the higher plan run to their end.

What is never refundable

• Contact details already unlocked, and the quota they consumed.
• A membership cancelled by us because a profile was found to be false, was registered without the person's consent, or was used to harass another member. The rules for that are in the Terms of Service.
• Payments older than a hundred and eighty days, which is as far back as the payment gateway will process a reversal.

If a payment fails or is taken twice

A payment that is debited but does not activate a membership is returned in full, without any of the conditions above. This is usually the gateway settling late rather than a mistake, and it corrects itself within three working days — but tell us anyway, with the date and the amount, and we will chase it rather than wait.

Duplicate payments for the same membership are refunded in full on the same basis.

How to ask, and how long it takes

Telephone or write to the office with the profile code and the date of payment. We will confirm within two working days what we can do and why.

An approved refund is sent back to the card, account or UPI number it came from — never to a different account, and never in cash. Once we have issued it, the money takes five to seven working days to appear, which is the bank's timing and not ours. You will have the reference number as soon as it leaves us.

Cash and cheque payments at the office

A membership bought at the desk in cash is refunded in cash at the desk, against the original receipt, by the person named on the profile. A cheque payment is refunded by bank transfer once the cheque has cleared.

Questions about this policy

This page is the whole of our refund policy. If something here is unclear, or a situation arises that it does not cover, telephone the office — we would rather explain it once than have somebody guess.