Refund and Cancellation Policy

This Refund and Cancellation Policy applies to coin purchases and digital services offered on the Tolky platform, operated by CEIONIX TECHNOLOGIES LLP.

Nature of Services

Tolky provides digital services. Users may purchase in-app coins that are then used to access peer-support sessions and other eligible digital platform features.

No Refund Policy

Unless applicable law or the billing provider's mandatory rules require otherwise, once a service is purchased, it is non-refundable. No refunds will be issued for successfully purchased and delivered digital services, including coins credited to a user account and services consumed using those coins.

• Coin purchases cannot be cancelled once the payment is successfully processed and coins are credited.
• Completed or consumed digital services cannot be cancelled retrospectively.
• Refunds will not be issued merely because a user no longer wishes to use the platform after successful coin credit.
• Platform access restrictions caused by policy violations or account enforcement actions do not automatically entitle a user to a refund.

Payment Error Corrections

The no-refund policy does not prevent correction of payment errors. If an amount is debited but coins are not credited, or if there is a duplicate/failed payment recorded by the payment gateway, the case will be reviewed against payment gateway and platform records.

• Where the issue is verified, we may correct the wallet balance, reverse the affected coin deduction, or process a source refund as applicable.
• We may request supporting details including payment reference, transaction ID, registered phone number, and screenshots.

Safety Reports and Interrupted Calls

You can report abuse or block a user without making a purchase, requesting a refund, or continuing an unsafe call. Reporting, blocking, content removal, suspension or a ban does not automatically decide a refund request. If a call ends because of a safety action and you believe a charge is incorrect, include the call or transaction reference so we can review the recorded connection, duration and wallet entries.

The 24-hour safety-response target is separate from payment review and bank processing times. We do not guarantee a refund merely because a call was unanswered or ended early, but this does not exclude correction of a verified error or rights under applicable law.

Refund Request Process

• Refund or reversal requests must be raised promptly after the issue is noticed.
• Please email tolkyhelp@gmail.com with transaction details, registered phone number, and a description of the issue.
• We may request supporting details required for verification, including payment reference, transaction ID, and screenshots.
• Do not send passwords, OTPs, banking PINs, or card security codes. Relevant records are handled as described in our Privacy Policy.

Review and Processing Timeline

• Eligible cases are generally reviewed within 3 to 5 working days.
• Approved refunds are normally credited to the original payment method within 7 to 10 working days, subject to the bank or payment provider's processing time.
• Where appropriate, we may resolve the issue through a wallet correction or coin reversal instead of a direct monetary refund.

App Store and Other Billing Providers

If a purchase is processed by an app store or another billing provider, its refund process and applicable rules also apply. We may direct you to that provider when it controls the refund decision. Nothing here removes rights that cannot lawfully be excluded.

Contact

For refund and cancellation support, contact tolkyhelp@gmail.com.

Address: 6/40, Thoduvil House, Kizhuparamba, Ernad, Malappuram 673639, Kerala, India