Refund and Cancellation Policy

Effective date: 21 May 2026
Last updated: 21 May 2026

This Refund and Cancellation Policy applies to coin purchases (“recharges”) made through the Mitraa application or website. It is part of, and should be read together with, our Terms of Service.

1. Coin purchases are generally non-refundable

Mitraa coins are a virtual in-app item. Once the purchase transaction is confirmed and the coins are credited to your wallet, the purchase is considered fulfilled and final. Coins are non-refundable and non-transferable except in the limited circumstances listed below.

2. When you may be eligible for a refund

We will consider a refund request only in the following cases:

• Duplicate charge — the same recharge order was charged more than once due to a payment-gateway or technical error.
• Failed delivery — your payment was successfully processed by Razorpay, but the coins were not credited to your wallet within 24 hours and our support team is unable to reconcile the transaction.
• Unauthorised transaction — a charge appears on your account that you did not authorise. You must report it within 7 days, and we may require supporting evidence and may report the matter to law enforcement and the payment gateway.
• Regulatory or legal requirement — where a refund is mandated by applicable Indian law.

3. When refunds will not be granted

• You changed your mind after the recharge was completed.
• You did not use the coins within any particular timeframe.
• Your account was suspended or terminated for a violation of our Terms of Service.
• Coins were used to purchase, send, or receive gifts, or to pay for a call (whether the call connected or not, beyond what our system charges).
• The recipient host did not behave in a way you expected. Disputes about user behaviour should be raised through the in-app reporting flow, not the refund channel.
• Connectivity, device, or network issues on your side prevented you from enjoying the Service.

4. How to request a refund

Email support@mitraa.shop within 7 days of the disputed transaction with:

• your registered Mitraa phone number;
• the date and time of the transaction;
• the Razorpay order ID or payment ID (visible on your bank/UPI statement);
• a short description of the issue.

5. Processing

• We will acknowledge your request within 2 business days.
• We aim to make a decision within 7 business days. Complex cases involving the payment gateway or bank investigation may take up to 21 business days.
• Approved refunds are reversed to the original payment method through Razorpay. The amount usually appears in your account within 5–10 business days, depending on your bank or UPI provider.
• If a refund is approved, the corresponding coins (including any bonus coins from the same purchase) are debited from your wallet. If the wallet does not have enough coins, the refund will be reduced proportionally.

6. Subscriptions and packs

Mitraa does not currently offer recurring subscriptions. If we introduce subscriptions in the future, the cancellation terms applicable to that subscription will be displayed at the time of purchase.

7. Chargebacks

If you initiate a chargeback through your bank or card issuer without first contacting our support team, we may suspend your account pending the outcome of the dispute. Chargebacks found to be without merit may result in account termination and forfeiture of any unused coins.

8. Host withdrawals

Host withdrawals (host payouts) are not subject to this policy. They are governed by Section 7 of the Terms of Service and the in-app withdrawal flow.

9. Contact

Support: support@mitraa.shop
Grievance Officer: grievance@mitraa.shop
Hours: Mon to Fri, 10:00 AM to 6:00 PM IST (excluding public holidays)