Refund & Cancellation Policy

In short Butterflies are non-refundable once credited. If money left your bank or UPI account but the Butterflies never arrived, or you were charged twice for the same order, email support@pairnow.in within 7 calendar days with the four items listed in section 5.

1. What you are buying

• Butterflies are digital, virtual credits — PairNow's in-app coins. You buy them in packs inside the app and spend them on calls with hosts (per minute) and on virtual gifts.
• Butterflies are credited to your in-app wallet when your payment succeeds.
• They are platform credits only: they are not money, cannot be transferred, withdrawn or exchanged for cash, and expire six (6) months after the date of issue, save as otherwise required by applicable law (Terms, Clause 5).
• The price of each pack is shown in the app, inclusive of GST, before you pay. Payments are processed by our payment partner, Cashfree Payments.

2. The general rule: all sales are final

Once Butterflies are credited to your wallet, they are non-refundable — including for change of mind, dissatisfaction with a host, calls ending early, Butterflies expiring, or account suspension for a policy violation. Butterflies spent on calls or gifts have been used and cannot be returned.

3. When we will consider a refund

We will consider a refund only in these two cases:

1. Debited but not credited. Money was debited from your bank or UPI account, but the Butterflies were never credited to your wallet because of a payment-gateway reconciliation failure.
2. Charged twice. The same order was charged more than once.

We check each claim against the payment gateway's records. An approved refund is made to the original source account, net of GST, TDS, gateway MDR and processing charges already levied, as set out in Clause 5A.

4. Refund timelines

After a refund is initiated, the time it takes to reach your account depends on your bank and payment method — typically 5–10 business days.

If a payment failed, your bank or UPI app may reverse the debit on its own, so please check your statement before writing to us.

5. How to request a refund

1. Email support@pairnow.in (open in your email app) within seven (7) calendar days of the transaction.
2. Use the subject line "Refund Request — <order id>".
3. Attach all four of these:
   1. the transaction reference — the order ID or payment reference;
   2. the exact amount;
   3. your bank or UPI statement showing the debit, with its date;
   4. a screenshot of your wallet in the PairNow app.

Requests missing any of the four items will be declined, so please check before you send. You can find the order ID for each recharge in the app under Profile → Payment History.

Keep it safe Never send us your card number, CVV, UPI PIN, OTP or any password. On your statement, you can hide everything except the transaction in question and the last 4 digits of your account number.

Email is the only channel for refund requests. Requests sent through in-app chat, social media or any other channel are not processed. You can still use Help & Support in the app to check whether a recharge went through.

6. Our decision and escalation

We review your request against the payment gateway's records and reply by email. Our determination is final as between you and us, without prejudice to your statutory rights under the Consumer Protection Act, 2019 and the rules made under it.

If you are not satisfied with the outcome, you can escalate the matter to our Grievance Officer, Mr. G. Uday Sai Nath, at grievance.officer@pairnow.in, as provided in Clause 27 of the Terms.

7. Cancellation

• A Butterflies purchase cannot be cancelled once the payment is complete, because the Butterflies are credited to your wallet at that point.
• If you close the payment screen, or the payment fails, before it completes, no purchase is made. If money was debited anyway, that is case (a) in section 3.
• You can end a call at any time from the call screen. Butterflies already spent during the call are not refundable.

8. Chargebacks

Please contact support@pairnow.in before raising a chargeback with your bank, card issuer or payment app, so that we have the opportunity to reconcile the payment. Under Clause 5A of the Terms, a chargeback raised without first giving us that opportunity is treated as a breach of the Terms and results in termination of the account and forfeiture of any Butterflies balance, and we may submit the relevant transaction records to the acquiring bank to respond to it.

9. Account deletion and unused Butterflies

Deleting your account is not a refund event: any Butterflies balance is forfeited when the account is deleted. Please use your Butterflies before you delete your account. How deletion works is explained on our Delete Your Account page.

10. Contact

This policy covers purchases of Butterflies. Host earnings and withdrawals are covered by our Terms of Service.

More ways to reach us are on the Contact Us page.