At Celestara, we want you to be happy with every reading. This policy explains when refunds or cancellations are possible and how to request one.
1. Credit packages
Credits are a digital, consumable product. Once a credit is used to generate a reading, it cannot be refunded, as the reading is delivered and cannot be "returned".
2. When we DO refund
- Technical failure on our end — if the reading fails to generate (e.g., AI timeout, server error), the credits consumed are automatically refunded to your balance within minutes. No action needed on your part.
- Duplicate payment — if Razorpay processes the same credit pack twice, email us a screenshot/transaction ID and we will refund the duplicate within 5-7 business days.
- Unused credits, within 48 hours of purchase — if you purchased a credit pack and have NOT used any of the credits, you can request a full refund within 48 hours of the transaction.
3. When we DON'T refund
- After credits have been used for any reading (the digital content has been delivered)
- If the dissatisfaction is about the interpretive content of a reading (readings are inherently subjective)
- More than 48 hours after purchase, even if credits are unused
4. Refund timeline
Approved refunds are processed through the original Razorpay payment method and typically reflect in your account within 5-7 business days(bank-dependent). We do not charge any cancellation fees.
5. Account cancellation
You can close your account at any time by emailing webcelestara@gmail.com. Account closure is permanent: all your data (profile, readings, transactions) is deleted within 30 days. Unused credits expire on closure and are not refunded unless within the 48-hour window described above.
6. How to request a refund
Email us at webcelestara@gmail.com with:
- Your registered email address
- The Razorpay transaction ID (visible on your receipt email)
- Reason for the refund request
We respond within 2 business days and process approved refunds in the following 5-7 business days.
7. Launch-promotion credits
Free credits granted under our launch promotion (the 5 free credits on signup, referral bonuses, and similar offers) are not refundable since no payment was taken. Paid credit purchases remain refundable under the policy above.