Refund Policy

We provide a full refund for a verified duplicate payment or when payment succeeds but the purchased access is not delivered and we cannot promptly correct it.

For an accidental purchase or change of mind, you may request review within 48 hours of payment. Our Phase 1 goodwill guideline treats up to 15 minutes of tracked paid-video viewing as minimal use. Requests outside those limits may still be reviewed when the service was defective, materially unavailable, or not as advertised.

Nothing in this policy limits a consumer right that applicable law does not permit us to exclude.

Open Support from your Dr. Smily account and choose the payment category. Include the payment or receipt reference and a short explanation. Please do not send card, UPI PIN, OTP, banking password, or other payment credentials.

We aim to approve or decline a complete request within two business days. We may ask for limited additional information needed to identify the payment or diagnose failed access.

Approved Razorpay refunds are returned to the original payment method. Razorpay and the issuing bank control the time required for the credit to appear after processing.

A full refund removes only the access purchased by the refunded payment. If the payment upgraded an existing Biochemistry plan, the earlier eligible plan and its original expiry are restored where applicable. A partial refund does not normally change access unless the review decision expressly says otherwise.

Refund initiation is irreversible after the payment provider accepts it. We keep the original payment, refund decision, provider status, access outcome, and audit history for support, accounting, fraud prevention, and legal obligations.

• Change-of-mind requests made after substantial use of paid videos or notes.
• Requests involving account sharing, redistribution, security circumvention, fraud, or another material breach of the Terms.
• A request for value already refunded, credited, charged back, or attached to a later valid purchase in a way that requires further reconciliation.

Use in-app Support for the safest and fastest payment review. For a pre-login payment issue, contact [email protected] and include only the payment reference and registered email address.