1. General Principles
OneAdvice is committed to complete financial transparency and consumer fairness. Our platform operates on a pre-paid consultation wallet model, ensuring that you only pay for the advice and consultation time you actually receive.
2. Automatic Full Refunds for Failed / Unaccepted Consultations
You are entitled to an immediate 100% automatic refund to your OneAdvice wallet in any of the following circumstances:
- Expert Unavailability / Timeout: If an expert fails to answer a Call or Chat request within the 60-second connection window, the request cancels automatically and 100% of the funds are refunded instantly.
- Expert Declined: If the consultant manually declines your consultation request, your funds are reversed immediately.
- Immediate Disconnect (Under 60 Seconds): If a call or chat drops within the initial 60 seconds due to network failure, audio packet loss, or mutual disconnect before meaningful advice begins, the consultation is marked as
UNSUCCESSFULand the full fee is credited back.
3. Completed Consultations & Dispute Mediation
Because professional time is expended during live advisory sessions, completed consultations (where duration exceeds 60 seconds and advice was rendered) are generally non-refundable. However, seekers may file a Formal Consultation Dispute within 48 hours of session completion under the following valid grounds:
- The expert joined but remained silent, unresponsive, or displayed severe professional misconduct.
- Severe technical latency, robotic audio, or persistent packet loss on the platform's infrastructure that rendered consultation impossible.
- The expert advised in a completely different domain than their verified credentialed expertise.
4. Dispute Resolution Process & Timelines
All disputes are mediated by the OneAdvice Compliance & Integrity Desk:
- Submission: Seeker submits a dispute from their My Consultations dashboard or via [email protected] including consultation ID and description.
- Review: Our compliance team inspects call telemetry, duration logs, and message timestamps within 48 hours.
- Resolution: If the claim is substantiated, a full or partial wallet adjustment is credited to the seeker's balance immediately, and the expert's escrowed earning is reversed accordingly.
5. Wallet Balance Reversals (Bank Account Refund)
Unutilized wallet balances deposited within the previous 30 days can be refunded back to the original source bank account/UPI ID upon formal written request to [email protected], subject to deduction of standard payment gateway processing fees (up to 2.5%) and verification of account ownership to prevent financial fraud.
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