Refund policy
Last updated: 1 October 2026
Credits are used to unlock contact details. Once a contact is unlocked, that information has been delivered and cannot be returned. Refunds are therefore considered on unused credits and on genuine service failures — the policy explains exactly what that means.
At a glance
The short version. Details below.
| Situation | Refund |
|---|---|
| Pack bought by mistake, no credits used | RefundableFull refund on request |
| Duplicate purchase | RefundableFull refund of the duplicate |
| Payment charged, credits not delivered | RefundableFull refund or re-issue of credits |
| Service unavailable or materially broken | RefundableProportionate refund of unused credits |
| Account suspended for a breach of the terms | Not refundableCredits already used are not returned |
| You did not find a suitable tutor or student | Not refundableNot a defect in the service |
| Unlocks already used | Not refundableContact details were delivered |
| Unused credits after 30 days | DiscretionaryConsidered, but not guaranteed |
No real payments in this build
This build simulates the checkout. No money has been charged, so no refund can be processed here. The policy documents the intended behaviour for launch.
1. Why unlocks are final
A credit unlock delivers a real, usable contact detail: a phone number that works, an email address that reaches a person. Once that has been handed over and used, we cannot take it back. Treating an unlock as a consumed product is what keeps credit pricing honest for everyone.
Refunds therefore apply to credits you still hold, not to unlocks you already made.
2. What is refundable
- A pack purchased by mistake where no credits have been used.
- A duplicate purchase of the same pack.
- A payment that succeeded but where credits were not credited to your account.
- Proportionate refunds where the service was materially unavailable or broken for a sustained period.
- Credits still on your balance at the time an admin refunds a reported contact because the listing was materially inaccurate.
3. What is not refundable
- Credits that have already been spent on contact unlocks.
- Unlocks used to obtain contact details, once those details have been accessed.
- Dissatisfaction with the outcome of a search — the platform did what it is designed to do.
- Accounts suspended or blocked for a breach of the terms.
- Change of mind after the 30-day discretionary window.
- Indirect costs such as travel or time spent following up on a lead.
4. Discretionary refunds
Unused credits older than 30 days may be considered for a goodwill refund where there is a genuine service failure, an incorrect listing that caused a wasted contact, or a special circumstance such as a long illness. Discretionary refunds are not guaranteed and are decided case by case by the operations team.
5. How to request a refund
- 1Open the payments page and note the order reference for the purchase in question.
- 2Use the contact page and choose the relevant topic.
- 3Include the order reference, the date of purchase, and a short explanation.
- 4If a specific unlock is the problem, file a report on that contact as well — it attaches the unlock record automatically, which speeds up review.
Do not send payment credentials
Never include a card number, UPI PIN or OTP in a refund message. Support will never ask for them.
6. Timeline
- Acknowledgement within 2 working days.
- Decision within 7 working days of receiving all required information.
- Approved refunds are initiated within 5 working days of the decision.
- Credit refunds appear on your balance immediately.
- Payment-provider refunds follow the provider's own settlement timeline, typically 5 to 10 working days.
7. Refund method
Refunds are issued to the original payment method where the provider supports it. Otherwise they are issued as credit to your TutorKhoji balance. Partial refunds are calculated on the unused credit proportion of the original pack price.
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