Refund Policy

Last updated: 26 June 2026 · Effective: 26 June 2026

This Refund Policy (the "Policy") applies to Coins purchased and used on the Solace platform, operated by EMEF Technologies (OPC) Private Limited ("Solace", "we", "us" or "our"). We deal fairly and transparently: the price of every pack and feature is shown in the app before you pay, and we refund failed, duplicated or erroneous payments in full.

Coins are prepaid digital credits used exclusively to access paid voice conversations, paid messaging, room participation, virtual gifts, and other in-app features on Solace. Coins have no monetary value, cannot be transferred outside the Platform, are not redeemable for cash except as expressly provided in this Policy, and do not represent stored value, electronic money, investments, or financial products.

1. Completed Sessions

Except as expressly provided in this Policy or required by applicable law, Coins consumed for successfully completed voice conversation sessions or delivered virtual gifts are non-refundable.

2. Refunds

We provide refunds for Coin purchases in any of the following cases:

If a paid voice conversation session ends within the applicable free grace period displayed in the Platform, no Coins are deducted and no payment is deemed consumed.

A verified platform malfunction, payment processing error, or other confirmed technical failure attributable to Solace that prevented delivery of the purchased service.

A dispute you raise within twenty-four (24) hours that we uphold.

Where a refund is approved, it will be issued either as a reversal of the Coin charge or to the original payment method, as applicable.

3. Failed or Erroneous Payments

If a payment fails, is duplicated, or is charged in error, the amount is refunded in full to your original payment method. If Coins are not credited after a successful payment, contact us and we will credit them or refund you. Refunds are credited to your original payment method within 5–7 business days.

4. Virtual Gifts

Virtual gifts that have been successfully delivered to another user are generally non-refundable, except where required by law or where the transaction resulted from a verified platform error.

5. Listener Compensation Adjustments

Where a refund is approved, Solace may adjust, reverse, or withhold any corresponding listener compensation where appropriate and consistent with applicable law and Platform policies.

6. Fraud Prevention

Solace may delay, reject, reverse, or refuse refunds where there is reasonable evidence of payment fraud, stolen payment instruments, chargeback abuse, multiple account abuse, or any attempt to exploit the refund process.

7. Chargebacks

Users are encouraged to contact Solace before initiating a chargeback with their payment provider. Fraudulent or abusive chargebacks may result in suspension of the user's account and recovery of improperly refunded Coins where permitted by law.

8. Forfeiture

Solace may withhold, reverse, recover, or permanently forfeit Coins, listener compensation, promotional credits, or other platform benefits obtained through fraud, payment abuse, chargeback abuse, account manipulation, policy violations, or other unauthorised activity.

9. Taxes

Taxes deducted at source, statutory deductions, or government charges may not be refundable except where required by applicable law.

10. How Refunds Are Processed

Refunds are processed through the original payment channel wherever technically possible. Processing times may vary depending on your bank or payment service provider.

11. Refund Requests and Disputes

If a payment fails, Coins are not credited, or you want to dispute a charge, raise a dispute on the relevant entry in the Recent screen in the app, or open a support ticket using Help & Support in the app. We acknowledge every request within twenty-four (24) hours and resolve it within fifteen (15) days.

12. Final Decisions

Solace reserves the right to investigate refund requests and may request additional information before making a determination. Decisions are made in good faith based on available evidence, applicable law, and this Policy.

13. Escalation

If your issue is not resolved through the channels above, you can escalate it by email to contact@solaceapp.in.