Legal

Refund Policy

Last updated: April 2026

This policy explains when and how NyaySetu refunds payments for consultations booked on the platform. It applies to Quick Ask, Live Chat, and service bookings.

Guiding principle

Our platform fee is non-refundable unless (a) the platform caused the failure, or (b) you received zero service. If you entered the chat, received a Quick Ask response, or used any part of the service, the platform fee is retained. If you received nothing, we refund in full.

Common scenarios

The table below explains the refund outcome in each situation.

Situation	Refund outcome
Advocate declines your Quick Ask, or does not respond within 24 hours	Full refund (advocate fee + platform fee)
Advocate does not join the chat before it starts	Full refund (advocate fee + platform fee)
Chat started and you ended it early	Pro-rata refund on unused time. Platform fee retained.
Chat started and the advocate ended it early	Pro-rata refund on unused time. Platform fee retained. Advocate penalty tracked separately.
You flagged the advocate response and our review team upholds your complaint	Advocate fee refunded. Platform fee retained.
Platform-side technical failure or admin cleanup	Full refund (advocate fee + platform fee)

Situation

Advocate declines your Quick Ask, or does not respond within 24 hours

Refund outcome

Full refund (advocate fee + platform fee)

Situation

Advocate does not join the chat before it starts

Refund outcome

Full refund (advocate fee + platform fee)

Situation

Chat started and you ended it early

Refund outcome

Pro-rata refund on unused time. Platform fee retained.

Situation

Chat started and the advocate ended it early

Refund outcome

Pro-rata refund on unused time. Platform fee retained. Advocate penalty tracked separately.

Situation

You flagged the advocate response and our review team upholds your complaint

Refund outcome

Advocate fee refunded. Platform fee retained.

Situation

Platform-side technical failure or admin cleanup

Refund outcome

Full refund (advocate fee + platform fee)

Timing and dispatch

Once a refund is approved, we dispatch it to our payment gateway the same day. Your bank typically credits the amount within 5-7 business days. You can track the live status from your dashboard.

If a refund decision looks wrong

Contact our Grievance Officer below. We acknowledge within 24 hours and resolve most issues within 7 business days.

Grievance Officer

Name: Rohan Jaiswal

Designation: Founder, NyaySetu

Email: grievance@nyaysetulaw.in

Phone / WhatsApp: +91 92864 37749

Working hours: Monday-Friday, 10:00 AM - 6:00 PM IST (excluding public holidays)

This policy is provided in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Indian Contract Act, 1872 (Section 65 - failure of consideration).