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Refunds and wallet

Version 2026-10 · Effective [date]

How adding money, using it and getting it back works.

Adding money

You add money to your wallet online through Razorpay. The amount you choose is added as calling credit; GST, where it applies, is charged on top. You receive an invoice in the dashboard for every payment.

Using it

When a call starts, the longest it could cost is set aside from your balance. When the call ends, only the seconds actually talked are charged and the rest is returned. Calls that are not answered or fail are not charged. The wallet history shows every movement.

Refunds

• If a payment is taken but the credit does not appear, write to us with the payment reference. We either credit it or refund it in full.
• If you were charged for a call that clearly did not work as it should, write to us within [30] days and we will review it and credit your wallet if the charge was wrong.
• Unused balance: [you can ask for a refund of your unused balance within 7 days of adding it, if you have not used it. After that, unused balance stays in your wallet for use and is not refundable, except where the law requires]. Refunds go back to the original payment method, minus any fee the payment provider does not return.
• Credit that has been used for calls is not refundable.

Expiry

[Wallet balance does not expire while the account is active.]

How to ask

Email bharani@genhello.in from your account email with the invoice number. We reply within [3] working days. Refunds take [5-7] working days to reach your bank.

Questions: bharani@genhello.in