1. Overview
This Return & Refund Policy applies to purchases of Gems and other digital items or services made through JustChat. Because Gems and virtual gifts are digital products that can be made available immediately, successfully completed purchases are generally final and non-refundable, except where required by applicable law or expressly stated in this Policy.
2. Successfully Credited Gems Are Non-Refundable
Once a payment is successfully completed and the purchased Gems are correctly credited to your JustChat balance, the purchase is considered delivered. We generally do not provide refunds, returns, exchanges, or cash conversion for:
- Unused Gems that were successfully credited.
- Gems partially or fully spent on platform features.
- Change of mind after purchase.
- Accidental purchases caused by the user confirming the wrong Gem package, except where applicable law requires otherwise.
- Account suspension resulting from violation of the Terms & Conditions, subject to mandatory legal rights.
3. Virtual Gifts
Gems may be spent to purchase and send virtual gifts to another eligible JustChat user. This is the permitted way in which the value of Gems can be used for another user's benefit.
- Gems themselves are not directly transferred from sender to recipient.
- Once a virtual gift has been successfully sent and delivered, the Gem cost of that gift is consumed and the transaction is generally irreversible and non-refundable.
- A recipient may receive a separate reward credit under JustChat's reward/monetization rules. That reward is not the sender's Gem balance.
- Virtual gifts have no guaranteed real-world resale value.
4. Failed Transaction: Money Debited but Gems Not Credited
If your bank account, UPI account, card, or other payment method is charged but the payment is shown as failed and the purchased Gems or service is not credited to your JustChat account, please do not make repeated payments solely because of a temporary status delay.
JustChat will verify the payment status with its payment records and payment provider. Where the payment is confirmed as failed or unsuccessful and no corresponding Gems/service was credited, we will initiate the applicable refund or reversal within up to 7 days after verification.
In many failed-payment cases, the bank or payment provider may automatically reverse the debit without a manual refund from JustChat.
5. Duplicate or Incorrect Charges
If the same purchase is charged more than once because of a verified technical or payment-processing error and the duplicate amount does not correspond to Gems or services you intentionally purchased and received, contact JustChat support with the relevant transaction references. We will investigate and, where appropriate, initiate a refund for the verified duplicate or erroneous charge.
6. Refund and Bank Processing Time
Where a refund is approved under this Policy, JustChat will initiate it to the original payment method where technically possible. Our target is to initiate the refund/reversal within up to 7 days after the failed or erroneous transaction has been verified.
After initiation, the final time for the money to appear in your bank account, card, or UPI-linked account is controlled by the payment provider, card network, bank, or financial institution and may take additional time. JustChat cannot guarantee the external bank posting time.
7. Chargebacks and Payment Disputes
If you believe a charge is unauthorized, first secure your payment account and contact the relevant bank/payment provider. You may also report the transaction to JustChat. Fraudulent chargebacks, false payment disputes, or attempts to retain Gems or gifts after reversing payment may result in removal of the corresponding digital balance, suspension of rewards, or account restrictions, subject to applicable law.
8. Recipient Rewards and Payouts
Creator/user rewards earned from eligible gifts are governed by the applicable JustChat monetization rules and are separate from Gem purchases. A reward balance is not refundable to the sender and is not automatically payable in cash. Cash payout may require KYC, bank verification, a monetization agreement, fraud review, and a minimum threshold.
If the underlying purchase is reversed, refunded, charged back, identified as fraudulent, or created through prohibited conduct, JustChat may adjust the related reward entry before payout where permitted by the monetization terms and applicable law.
9. How to Report a Payment Issue
Use the official support contact method displayed on JustChat and provide the minimum information required to locate the payment, such as:
- JustChat account/session identifier, where available.
- Transaction or payment reference ID.
- Date and approximate time of payment.
- Amount paid.
- Gem package or service purchased.
- A screenshot of the payment status if useful, with sensitive credentials hidden.
Never send your OTP, UPI PIN, password, CVV, or full card credentials to JustChat support.
10. Changes to This Policy
We may update this Policy to reflect changes in JustChat's paid services, payment-provider requirements, technical processes, or applicable law. The effective date shown above identifies the latest version.