Refunds & Cancellations

This policy explains how refunds and cancellations work on Saathum — our creator marketplace, paid live streaming, and paid 1:1 video sessions. It sits alongside our Terms of Service, Tokens & Wallet policy, and Pricing & Fees page.

1. Who you are dealing with

Your agreement is with Ava Global International, Inc., a Delaware corporation, under the laws described in our Terms of Service. If anything on this page is unclear, email [email protected] before you pay.

2. Token values and payment records

3. Token refunds and reversals

When you top up, the payment is recorded with the exact Token amount. Tokens are the in-app unit used to pay for AI features and services. The fixed customer-facing value is 1 Token = ₹1 in India.

4. Purchases made through an app store

If you bought a top-up or subscription inside the Android or iOS app, the payment was taken by the app store, not by us. Refunds for those purchases are handled by the store under its own policy and timelines:

• Google Play — request a refund through your Google Play order history or Google Play support.
• Apple — request a refund through Apple's "Report a Problem" process or Apple Support.

We cannot reverse a store charge on your behalf. If the store approves a refund, we may reverse the exact corresponding token amount from the immutable payment snapshot. If those tokens have already been spent, your balance may go to zero and your account may be restricted until the position is corrected.

5. Cancelling a subscription vs consuming tokens

These are two different things:

• Cancelling a recurring plan stops future charges. Cancel it wherever you set it up — usually the app store's subscriptions screen. Cancelling generally does not refund a period you have already paid for, and access normally continues until the end of the current period.
• Spending tokens is immediate and is treated as consumption of the service. A token spent on an AI feature, a marketplace purchase, or a consultation is used up at that point.

Cancelling a plan does not by itself remove tokens already in your balance.

6. Unused vs consumed tokens

Consumed tokens — tokens already spent on a delivered feature or service — are not refundable, except where required by law.

Unused tokens remain in your wallet as tokens. Withdrawal semantics are not yet available. Where a refund or reversal applies, it uses the exact token amount in the original transaction snapshot, not a later rate. See Payouts & Withdrawals.

7. Marketplace purchases and consultations

The marketplace and live consultancy connect you with other users who provide digital services. We may apply the following where a booking or order goes wrong:

Cancellations

A booking cancelled before the agreed start time may be eligible for a return of tokens to your balance, subject to the cancellation terms shown on the listing at the time of booking and to our review.

No-shows

If the provider does not attend a booked session, you may raise it with us and we may return the tokens to your balance. If the customer does not attend, the session may be treated as delivered and the tokens as consumed.

Failure to deliver

If a provider does not deliver what the listing described, tell us at [email protected]. We may review the order, withhold or reverse the provider's earnings, and return tokens to your balance where we consider it appropriate. We are not the provider of the underlying service and do not guarantee any particular outcome.

Any resolution we make is normally in tokens returned to your balance, not a payment back to your card or bank.

8. Chargebacks

If you believe a charge is wrong, please contact us first — a chargeback is slower for everyone and may restrict your account while it is open. Where a chargeback or payment reversal is raised against your account, we may suspend the account, freeze the token balance, and reverse tokens linked to the disputed payment. We may decline further top-ups from a payment method with an unresolved dispute.

9. Fraud and abuse

We may refuse, reverse, or hold a refund where we reasonably suspect fraud, abuse of promotional credit, or a breach of our Terms of Service.

10. How to raise a billing issue

Email [email protected] from the address on your account and include:

• your Saathum handle or registered email;
• the date and Indian-rupee amount of the charge, plus the Token amount if shown;
• whether you paid through Google Play, Apple, or another method;
• the order, booking, or transaction reference if you have one;
• a short description of what went wrong.

We will look into it and respond. We cannot promise a specific turnaround, and any refund we do make is returned by the same method that took the payment where possible.

11. Changes to this policy

We may update this policy from time to time. We will post the updated version here and revise the "Last updated" date above.

12. Contact

Billing and payout questions: [email protected]. General enquiries: [email protected]. Privacy questions: [email protected]. See also our Terms of Service and Privacy Policy.