Refund Policy

Mitro Club, operated by AppKit Studio Private Limited, is committed to your satisfaction with our conversational therapy and companionship services. This Refund & Cancellation Policy outlines the terms and conditions under which refunds may be issued for purchases made through our platform.

This policy applies to all premium features and paid services offered through the Mitro Club mobile application and website. Please read this policy carefully before making a purchase.

You may be eligible for a full or partial refund under the following circumstances:

Eligible Situations:

• Within 7-Day Window: Refund requested within 7 days of the initial purchase
• Technical Issues: You experienced persistent technical problems that prevented you from using the Services, and our support team could not resolve them
• Service Unavailability: The Services were unavailable or inaccessible for an extended period (more than 48 consecutive hours)
• Billing Errors: You were charged incorrectly or charged multiple times for the same purchase
• Unauthorized Charges: Fraudulent or unauthorized transactions on your account that you did not authorize
• Service Not Delivered: You purchased a premium feature or service that was not delivered as described

Usage Limitations:

To qualify for a refund within the 7-day window:

• You have not exceeded 3 companion sessions or conversations
• You have not violated our Terms & Conditions
• Your account is in good standing with no policy violations

The following purchases and situations are NOT eligible for refunds:

Time-Based Exclusions:

• After 7-Day Period: Refund requests made more than 7 days after the date of purchase

Usage-Based Exclusions:

• Extensively Used Services: Paid features or services that have been substantially used
• Completed Sessions: Individual companion sessions that have already been completed
• Downloaded Content: Digital content, photos, or materials already accessed or downloaded

Other Non-Refundable Items:

• Change of Mind: Refunds based solely on change of mind after the 7-day period
• Service Dissatisfaction: Subjective dissatisfaction with companion matching or conversation quality (unless technical issues present)
• Third-Party Fees: Payment processing fees, transaction charges, or third-party service fees
• Violation-Based Termination: Accounts suspended or terminated due to policy violations

If you believe you are eligible for a refund, please follow this step-by-step process:

Step 1: Gather Required Information

Before submitting your refund request, please have the following information ready:

• Your Mitro Club account email address
• Transaction ID or order number
• Date of purchase
• Amount charged
• Payment method used
• Detailed reason for refund request
• Screenshots or documentation of issues (if applicable)

Step 2: Submit Refund Request

You can submit your refund request through any of the following methods:

Step 3: Await Review

Our support team will:

• Acknowledge Receipt: Within 24 hours of submission
• Review Request: Thoroughly evaluate your refund request within 3-5 business days
• Verify Eligibility: Check purchase details, usage history, and policy compliance
• Request Additional Info: May contact you for clarification or additional documentation

Step 4: Decision Notification

You will receive an email notification with:

• Approval or denial decision
• Explanation of the decision
• Refund amount (if approved)
• Expected processing timeline
• Appeal process (if denied)

Once your refund request is approved, the refund will be processed according to the following timeline:

Processing Timeline:

• Initiation: Refund initiated within 24-48 hours of approval
• Payment Gateway Processing: 3-5 business days for payment processor to process
• Bank/Card Posting: 5-10 business days for refund to appear in your account
• Total Timeline: Up to 14 business days from approval to account credit

Refund Method:

Refunds will be issued using the following methods:

• Original Payment Method: Refunds are issued to the original payment method used for purchase (credit card, debit card, UPI, net banking, etc.)
• Credit/Debit Cards: Credited back to the same card account
• UPI/Wallets: Credited to the linked UPI ID or wallet account
• Net Banking: Credited to the bank account used for transaction

Partial Refunds:

In certain circumstances, we may approve a partial refund based on:

• Usage Deduction: Minus the value of services already consumed
• Processing Fees: Deduction of non-refundable payment processing charges
• Specific Circumstances: Case-by-case evaluation of unique situations

Refund Tracking:

• You will receive a refund confirmation email with tracking reference number
• You can check refund status by contacting support with your reference number
• Keep all communication records until refund is completed

If you have questions about our refund policy or need assistance with a refund request, our support team is here to help: