Coins, Payments and Refunds Policy

Version: 0.1 (draft for advocate review)

In short

• In India, 1 Coin costs ₹1, plus a platform fee (currently 20%) and GST (currently 18% on the Coin price plus the fee). The breakdown is shown before you pay.
• Coins do not expire. They cannot be withdrawn as cash, transferred or resold.
• Spending Coins is final, except for the automatic Coin refunds listed in section 7. These cover calls that never connect, cancelled lives, unanswered service requests and failed uploads. Once a call has connected, nothing is refunded, whoever ends it.
• Automatic refunds go back to your Coin balance, not to your bank or card.
• Paid but no Coins? Coins are credited even if your payment arrives late. If not, write to support with your payment ID.
• Subscriptions auto-renew in Coins unless you switch auto-renew off, and are never refunded, renewals included. Switching auto-renew off is how you cancel: you keep access until the end of the pass.
• Chargebacks and bank refunds remove the matching Coins from your balance.

1. Who and what this covers

1.1 Scope. This Policy is part of the Terms of Service. It covers buying Coins from POLYMATH COGNITIVE (operator of Privé; registered office S-300-H, Scheme 4-S, Macheda, Jaipur, Rajasthan, India; Sanstha Aadhaar Number (Rajasthan): 8005220006002779), spending them, and refunds.

1.2 Defined terms. Defined terms have the meanings in the Terms of Service.

2. Buying Coins

2.1 Price.

Example: 100 Coins = ₹100.00 + ₹20.00 platform fee + ₹21.60 GST = ₹141.60.

2.2 Before you pay. You see the Coin price, the fee, the tax and the total before you pay. Rates may change from time to time. A change applies only to later purchases.

2.3 Payment processor. Payments are processed by Razorpay. We do not receive or store your card number. Razorpay's terms and privacy policy also apply to your payment.

2.4 Invoices. A tax invoice for the platform fee and GST is provided (details to be confirmed).

2.5 Recharges off. We may temporarily switch off Coin purchases, for example during maintenance.

3. Nature of Coins

Coins have the following characteristics:

• They are a limited licence to use Paid Features, not money or a deposit. See section 6 of the Terms of Service.
• They do not expire while your account is open.
• They cannot be withdrawn, cashed out, transferred, or resold by Fans. They can be spent only in the App.
• No interest or other benefit accrues on them.
• If you delete your account, your remaining Coins are forfeited. The App shows you the amount before you confirm.

4. Spending Coins

Coins are deducted when you confirm a Paid Feature, at the price shown. If the price changed after you opened the screen, the App asks you to confirm the new price.

5. Payment problems

5.1 Paid, but Coins not credited. We check unpaid orders with Razorpay every few minutes, and credit Coins as soon as the payment is confirmed, even if it arrives after the order is shown as expired. If Coins have not appeared within 24 hours, email hi@prive.buzz with your Razorpay payment ID.

5.2 Failed or pending payments. If money left your account but the payment was only authorised, not captured, Razorpay returns it to you automatically, usually within 5–7 business days. No Coins are credited for such a payment.

5.3 Duplicate payments. If you were charged twice for the same order, or charged for an order that was never credited, write to us. After checking, we will refund the duplicate amount to your original payment method through Razorpay, within a period to be confirmed of confirming it.

5.4 Payment after account deletion. If a payment is completed after your account was deleted, no Coins are credited and the amount will be refunded to your original payment method.

6. What is final

Except as listed in section 7, the following are final and not refundable:

• messages sent, including messages later deleted for everyone;
• posts and locked media unlocked;
• gifts and Coins sent as gifts;
• wishlist contributions;
• subscription passes, after purchase;
• live entry once the live has started;
• service requests the Creator has accepted;
• calls that connected, including any time not used (see section 7).

7. Automatic Coin refunds

The App refunds Coins to your balance automatically in these cases:

No automatic refund in these cases:

• for a call that connected, whoever ends it and however it ends: you or the Creator leave early, either connection drops, an account is suspended, or the time runs out. A package is paid in full once the call connects, and every started minute of a per-minute call is charged in full;
• if a live ends early after it started;
• if you cancel a live booking yourself. You can still join that live without paying again;
• for a subscription, in any case: one you cancel, or whose Creator is suspended or stops selling that plan (your pass runs to its end date), or whose Creator deletes their account (your pass ends then).

8. Subscriptions

• Passes last 30, 90, 180 or 360 days, at the Creator's price, and are paid in Coins up front.
• Auto-renew is on by default. When a pass ends, the Creator's current price for the same length is taken from your Coins and the pass runs one more period. You can switch auto-renew off (and back on) for each subscription on the manage subscriptions screen. Switching it off cancels the subscription: the pass simply ends on its end date. Switching it back on before the end date undoes the cancellation.
• The day before a pass renews, we notify you of the price, including a new price if the Creator changed it, and remind you to top up if your balance is lower.
• If you do not have enough Coins when it is due, it does not renew and ends at once. There is no grace period. Renewal uses Coins only; there is no other automatic payment.
• A pass is not renewed, and ends, if the Creator has deleted their account, no longer sells that plan, or either of you has blocked the other.
• Buying again before expiry adds the time to your current pass.
• Cancelling (switching auto-renew off) keeps access until the end date, and no Coins are refunded.
• Subscriptions, including renewals, are not refunded in any case. If the Creator deletes their account, your pass ends then, without a refund.
• If the Creator changes the price, your current pass is not affected; the next renewal is charged at the new price.

9. Service requests and wishlists

9.1 Service requests.

• Your Coins are held when you send a request, and returned in full in the cases in section 7.
• Once the Creator accepts, the Coins are the Creator's.
• If an accepted request is not delivered, write to us. We may, at our discretion, refund the Coins from the Creator's balance.

9.2 Wishlist contributions go to the Creator at once and are final. You cannot give more than what is left to the goal.

10. Other refund requests

10.1 Discretionary refunds. For anything not covered above (other than subscriptions, which are never refunded), for example a technical fault that charged you for something you did not receive, contact support within 30 days. We will investigate using our records and may credit Coins at our discretion.

10.2 Your statutory rights. Nothing here limits your rights under the Consumer Protection Act, 2019, or other law that cannot be excluded.

11. Chargebacks and bank refunds

11.1 Talk to us first. Please contact us before raising a chargeback.

11.2 Effect on your balance. If your payment is refunded by the bank, or reversed through a dispute we lose, we remove the matching share of the Coins that payment bought. If you have already spent them, we remove what remains and record the difference.

11.3 Abuse. We may suspend accounts that use chargebacks abusively or fraudulently.

12. Creator payouts

Creator earnings and payouts are governed by the Creator Agreement. In summary:

• payouts are weekly, for the Saturday-to-Friday IST week;
• the minimum payout is 100 Coins;
• payouts are made at 1 Coin = ₹1.

13. Contact

• Payment issues: hi@prive.buzz
• Complaints and escalation: Grievance Redressal Policy