Callmate Refund & Cancellation Policy
Effective Date: June 2026
This policy applies to all coin purchases and in-app transactions made through Callmate. Please read it alongside our Terms of Use and Privacy Policy.
Callmate Technologies Pvt. Ltd. (“Callmate”, “we”, “us”) processes payments through Razorpay Software Private Limited, a PCI-DSS-compliant payment gateway authorised by the Reserve Bank of India (RBI). This policy describes when and how we issue refunds, in line with RBI guidelines and the Information Technology Act, 2000.
For any payment or refund query, reach us at support@callmate.co.in. We respond within two business days.
1. Failed payments
A payment is considered “failed” when money is debited from your bank account or card but our system does not receive a successful confirmation from the payment gateway.
| Scenario | What happens | Timeline |
|---|---|---|
| Deducted but coins not credited | Razorpay automatically reverses the charge to your original payment method. | 3 – 4 business working days |
| Bank timeout / network drop during checkout | If the gateway marks the payment as failed, the full amount is returned automatically. | 3 – 4 business working days |
Refunds are credited to the same payment instrument used at checkout — UPI, debit/credit card, net banking, or wallet. Processing time may vary slightly depending on your bank or card network; 3 – 4 business working days is the standard RBI-mandated timeline.
If your refund does not appear after 4 business working days, email support@callmate.co.in with your order ID or UTR number and we will escalate directly with Razorpay.
2. Successful purchases — general rule
Once a coin purchase is confirmed and coins are credited to your wallet, the transaction is final. Digital goods (coins) are delivered instantly and are therefore non-refundable once credited, except in the cases listed in Section 3 below. This is consistent with the Consumer Protection (E-Commerce) Rules, 2020, which recognise that digital content consumed or activated is not eligible for return.
3. Exceptions — when we will refund
- Technical error on our side. If a bug causes coins to be deducted for a call that did not connect, we restore the coins immediately and issue a cash refund on request.
- Accidental double purchase. If the same pack is charged twice in the same session due to a payment gateway error, the duplicate charge is refunded.
- Unauthorised transaction. If you report a transaction you did not authorise, we freeze the wallet and investigate. Verified unauthorised charges are reversed in full.
4. What is not refundable
- Coins spent on completed calls, even if the conversation did not meet your expectations.
- Bonus or promotional coins gifted by Callmate — these have no cash value.
- Coins on accounts suspended for violating our Terms of Use or community guidelines.
5. Cancellation
Callmate does not offer subscription plans at this time. All purchases are one-time coin packs. There is nothing to “cancel” after a purchase is confirmed. If you placed an order and it is still in a pending state (payment not yet captured), you may abandon the checkout and no charge will be applied.
6. How to raise a refund request
- Email support@callmate.co.in with the subject line “Refund Request — [your order ID]”.
- Include: registered phone number, order ID or Razorpay payment ID, amount, date of transaction, and a brief description of the issue.
- We acknowledge within 2 business days and resolve within 7 business days. For failed-payment reversals, the bank's own processing adds 3 – 4 business days on top.
7. Chargebacks
We encourage you to contact us before filing a chargeback with your bank. Chargebacks bypass our support process, may freeze your account during investigation, and take significantly longer to resolve than a direct refund request. We cooperate fully with all bank and Razorpay dispute processes.
8. Governing law
This policy is governed by the laws of India. Disputes arising from payment transactions are subject to the jurisdiction of courts in Bengaluru, Karnataka. This policy complies with:
- RBI Guidelines on Regulation of Payment Aggregators and Payment Gateways (2020)
- Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020
9. Changes to this policy
We may update this policy as our payment processes evolve. Material changes are announced in-app at least 14 days before they take effect. Continued use of the app after the effective date constitutes acceptance of the revised policy.
Contact us
For any payment, refund, or cancellation question:
Email: support@callmate.co.in
Callmate Technologies Pvt. Ltd., Bengaluru, Karnataka, India