hearsideBilling support
Refunds & billing adjustments
This policy explains how users and experts can raise recharge, coin, call, chat, or payout concerns and how verified billing errors and refund requests are assessed.
1. Send a billing request
Email hearsidesupport@gmail.com with your registered phone/account identifier, transaction or session ID, date and time, amount, payment provider, and a brief description. Identify duplicate charges, missing credits, incorrect duration charging, or a failed paid interaction. Do not send card security codes, passwords, or OTPs.
2. Review the charge and delivery
A saved chat message is not a guaranteed reply; a client timeout may still correspond to a committed message. A disappointing delivered conversation, an ended abusive session, and a technical/billing failure require different review. Use transaction and session records to determine what was supplied and charged.
3. Corrections and refunds
Verified incorrect billing or undelivered paid interactions receive the applicable coin correction. Cash refunds are assessed under applicable law and the relevant payment-provider process. Approved cash refunds normally use the original payment route where possible. App-store purchases may require that store’s process; direct Razorpay or Cashfree purchases are handled through the applicable provider.
Statutory consumer and payment-dispute rights remain available. Automatic correction or a universal processing time is not guaranteed. Fraud allegations require appropriate review rather than automatic refusal of every future request.
4. Expert payout questions
Expert earnings are distinct from user coins. Legitimate earnings should be preserved, with justified documented adjustments or holds and a review route for disputed amounts.