1. Cancelling a session
- More than 6 hours before the start time. You can cancel from My Sessions in the app. This releases the appointment so your practitioner can use the time. It does not by itself return the payment — if you want a refund, request one as described below.
- Within 6 hours of the start time. The app will not cancel the booking, because your practitioner has already set that time aside. Message your practitioner through the app; many will reschedule you rather than let the session lapse, which is usually a better outcome than a refund request.
- If you don’t attend without telling anyone, the session is treated as delivered.
2. Requesting a refund
Email support@rudraailabs.com from the address on your account, with the date of the session or purchase and the reason. We review every request individually and reply within 3 working days.
Refunds are normally approved where:
- you were charged more than once for the same booking or purchase;
- you paid but never received what you paid for;
- the session could not go ahead because of a fault on our side — for example the video room did not open;
- your practitioner cancelled and you do not want to reschedule;
- something genuinely serious prevented you attending. Tell us what happened; we would rather hear it than guess.
Refunds are not normally given simply because you changed your mind after a session was held for you, or after a session has taken place.
3. If a refund is approved
Approved refunds go back to the original payment method through Razorpay, our payment partner. We cannot redirect a refund to a different card, account or UPI ID. Once issued, it typically reaches you in 5–7 working days depending on your bank; the delay after that point is the bank’s, not ours. Every refund is recorded against the original invoice, which you can see in the app.
When a session payment is refunded, Rudra’s platform commission on it is refunded too. We do not keep a fee on a session that did not happen.
4. Rudra Plus
Rudra Plus is a one-time 30-day pass, not an auto-renewing subscription. Nothing is charged again when it ends — it simply lapses unless you buy another. Because access begins immediately, an active Plus pass is not refundable.
The exceptions above still apply: if you were charged twice, or charged and never given access, write to us and we will put it right.
5. If you disagree with a decision
Reply to the same email thread and tell us why. A second person will look at it. If you are still unhappy you can raise the matter with your card issuer or bank, or with the consumer forum for your area — nothing in this policy takes away rights you have under Indian consumer law.
Innerbridge Technology Private Limited, trading as Rudra AI Labs. Registered office: House No. 602, Sector 46, Faridabad 121010, Haryana. Phone +91 87005 26800, Monday to Saturday 10:00–18:00 IST.