Refunds and Cancellations

Version 1.0 · Effective 3 September 2026

Indian payment gateways require this page to exist and to be specific, so it is. Real windows, real day counts, and a plain statement of the one thing we do not refund and why.

The short version

The free parts of GoodLuck are free, so there is nothing there to refund.

Consultations are paid for one session at a time. You see the amount before you start, it is the amount that leaves your account, and there is no wallet, no recharge and no stored balance anywhere in GoodLuck.

If a consultation does not happen, does not finish, or is not properly delivered, you get your money back — in full, to the way you paid, with nothing deducted. Where we can see the failure ourselves, we refund it without waiting for you to ask.

What we do not refund is a consultation that ran as booked and that you simply disagree with. We do not promise accuracy and we never will, so we cannot honestly treat a reading you did not like as a fault in the service. Everything below explains where that line sits and how to challenge us if you think we have put it in the wrong place.

Who you are paying

GoodLuck is operated by BluKernel Labs, a registered sole proprietorship in India. It is not a company or a limited liability partnership, so it has no CIN and we are not going to publish one. Its proprietor is the person legally responsible for this service and for the refunds described on this page.

When you pay for a consultation on GoodLuck, you are paying BluKernel Labs. We take the payment, we hold the relationship with you, and we are the ones who owe you a refund when one is due.

The free parts of GoodLuck

Janam kundli, panchang and muhurat, rashifal, and kundli milan are free. All four, in full, with nothing held back behind a payment. There is no subscription, no premium tier, no report to unlock and no section that stops halfway down.

So there is nothing on those pages you could be charged for, and nothing you could need refunded. This section exists only so that the answer is written down somewhere rather than assumed.

If you are ever asked to pay for any of those four things inside GoodLuck, something has gone wrong on our side. Tell us at hello@getgoodluck.in and we will return the money in full, whatever else this policy says.

How a consultation is paid for

Consultations with practitioners are the only paid thing on GoodLuck.

You pay for one session at a time. Before it starts you are shown the practitioner's per-minute rate and an estimated total for the length you have chosen — one figure, in rupees, inclusive of all applicable taxes. That figure is what leaves your account. We do not add a convenience fee, a platform fee, a service charge or a tax at the payment step that you have not already seen on the screen before it.

It is called an estimated total because a consultation can finish early and cost you less. It cannot cost you more. If you want to carry on past the length you booked, that is a new session at the same rate, which you authorise separately. We will never quietly extend a session and take more money.

There is no wallet on GoodLuck. No recharge, no coins, no stored value, no minimum balance and no auto top-up. We do not keep your card on file. Every consultation is a fresh payment that you authorise on the spot, taken through an Indian payment gateway, and your card details are handled entirely by that gateway and never stored on our systems.

The practitioner is not who you ask for your money back

Practitioners on GoodLuck are independent people, not our employees. Each one publishes their training or parampara, the system they practise, the languages they work in, and what they will and will not advise on. They are listed on terms that include everything on this page.

Your refund, though, is our responsibility and not theirs. You never have to persuade a practitioner to agree before we will refund you. We will never tell you to take it up with them, and we will never make a refund conditional on their consent. We settle it with you first and sort the money out with the practitioner afterwards.

If you want a practitioner's own business name and address — to pursue a complaint against them directly, or for any other reason — write to us and we will give you what we hold. That is your right under Rule 5(3)(a) of the Consumer Protection (E-Commerce) Rules, 2020, and you will not have to argue for it.

What happens in each situation

This is the whole policy in one place. Everything below it is the same rules with the reasoning attached.

• You cancel before the session starts, for any reasonFull refund. Nothing to ask for beyond cancelling. Initiated the same day.
• The practitioner has not joined five minutes after the start timeFull refund, automatically. You do not have to notice or ask. Initiated the same day.
• The practitioner ends early, or the session runs shorter than the length you paid forThe unused minutes are refunded automatically. Initiated within one working day.
• The call or connection drops and cannot be resumed within ten minutesYou pay only for the minutes you were connected; the rest is refunded automatically. Initiated within one working day.
• Fewer than three connected minutes in total, because something failedFull refund, automatically. Initiated within one working day.
• The consultation was not properly deliveredInaudible, the wrong language, your question not answered, a different person than the profile shows, or a practitioner who frightened you or gave medical, legal or financial advice. Full refund. Ask within seven days. Decided within three working days.
• You did not join and the practitioner was there waitingNo refund — but ask and we will waive it once in any twelve months, without an explanation.
• You were charged twice for the same sessionThe duplicate refunded in full, nothing deducted. Within one working day of us seeing it.
• You were charged and no session was ever createdFull refund. Within one working day.
• Your bank shows a debit but the payment failed and the money never reached usYour bank must reverse it under the Reserve Bank's turn-around-time rules. Tell us anyway and we will chase the gateway alongside you. See "Payments that go wrong".
• The consultation ran as booked and you disagree with the readingNo refund. See "When you are not happy with the reading".

In every case the refund goes back to the way you paid, in full, with no deduction of any kind, GST included.

Cancelling before the consultation starts

You can cancel a consultation at any time before it starts, for any reason, and get everything back. There is no cancellation fee, no cut-off an hour before, and no window that closes quietly while you are deciding.

If you booked a slot for later, cancel it in the app and the refund is initiated the same day.

If you asked to start a consultation straight away and changed your mind before the practitioner joined, that is a cancellation too, and it is treated identically.

We do not charge you for cancelling, and we do not exempt ourselves either. If we or the practitioner cancel a confirmed booking, you get the whole amount back and we will offer you the same session with the same practitioner at a time that suits you, or with a different practitioner if you would rather. That offer is in addition to the refund. You are never obliged to take a replacement session instead of your money.

If the practitioner does not join

The practitioner has five minutes from the start time to join. If they have not joined by then, we cancel the session ourselves and refund you in full, automatically. You do not have to notice it, claim it or write to us, and we will tell you in the app and by email that we have done it.

We will also offer you the same consultation with the same practitioner within the next forty-eight hours at the same price, or a named alternative if you would rather not wait for them. That offer sits alongside the refund. It is never offered instead of it.

Once a chat consultation has begun, the same principle applies to silence. If the practitioner stops replying for more than three minutes without telling you why, the clock stops at the moment the silence began. You can wait, or end the session — either way you are charged only for the time up to that point, and everything after it comes back automatically. If that leaves you with less than three minutes of actual consultation, we refund the whole payment.

If the session runs short or ends early

You are charged for the minutes you actually spend with the practitioner, and no more.

We bill in whole minutes and we round down, never up. A session of twelve minutes and forty seconds is billed as twelve minutes.

If you booked thirty minutes and the consultation finished properly in eighteen, the remaining twelve minutes are refunded to you automatically at the same per-minute rate you were shown before you began. You do not have to ask, and there is no minimum you must use up first.

If the practitioner ends the session before your booked time is used, for any reason that is not something you did, the unused minutes come back the same way.

If you end it early yourself, the rule does not change: you pay for the minutes you used and the rest is refunded. Stopping early never costs you more than staying.

If the call or the connection drops

Billing stops the moment the connection drops. It does not keep running while you are trying to get back in.

You have ten minutes to reconnect. If you do, the session carries on and the gap is not charged. If it cannot be resumed within ten minutes, the session ends there, you are charged only for the minutes you were actually connected, and the balance is refunded automatically.

If a dropped or unusable connection left you with less than three minutes of real consultation, we refund the whole payment. Nothing useful was delivered and we are not going to pretend otherwise.

If you do not join, or you join late

If you join late, the clock starts when you join. The practitioner will stay for as much of your booked length as their diary allows, and you are charged only for the minutes you actually use. The rest is refunded.

If you have not joined ten minutes after the start time, and the practitioner was present and available, the session counts as delivered and is not refunded. They held that time for you and turned other work away for it. That is the one situation where you pay for a consultation you did not have.

We know life interferes. Ask us within seven days and we will waive this once in any twelve months, with no explanation required and no questions about what happened.

We will not ban you, suspend your account, disable your bookings or add any other penalty for missing a session.

Payments that go wrong

Charged twice for the same session

We refund the duplicate in full, with nothing deducted — not the gateway fee, not a processing charge, not anything. We keep the cost of the one session you meant to book and return the rest. If we spot it ourselves we refund it without waiting to be asked. If you spot it first, tell us and we will do it within one working day.

The payment failed but the money left your account

This is a failed transaction, not a refund, and it is handled by your bank rather than by us. Under the Reserve Bank of India's circular on harmonisation of turn around time, DPSS.CO.PD No.629/02.01.014/2019-20 dated 20 September 2019, a failed UPI or card payment to a merchant must be reversed within the period that circular sets, and compensation of ₹100 per day of delay beyond it is payable to you automatically, without your having to claim it. Tell us anyway. We will raise it with the payment gateway on your behalf and follow it until it is resolved, and if the money reached us at all we will send it straight back.

Charged, but no session was ever created

If you were debited and no consultation was booked or started, we refund the whole amount. There is nothing to weigh up — you paid for something you did not get.

If a payment page times out or looks as though it has failed, check your bank statement before trying again. If the money has gone, do not pay a second time. Write to us instead and we will sort it out.

When you are not happy with the reading

This is the question every refund policy in this business avoids. Here is our answer, in two halves, because they are genuinely two different things.

We do not refund because a reading did not come true, or because you disagree with it

GoodLuck does not promise accuracy and never will. Jyotish is a tradition and a practice, not a science, and we say so on our front page, in our terms, and before you pay. What you are buying is a practitioner's time, attention and considered reading of your chart — not a result, and not a prediction we have undertaken will happen. So if the consultation was properly delivered and you simply do not accept what you were told, or events turned out differently afterwards, that is not a fault in the service and we do not refund it. We would rather say that plainly than promise you something we cannot honour and then find a clause to hide behind later.

We do refund when the consultation itself was not properly delivered

Ask within seven days of the session ending and you get the whole payment back if any of these is true.

• You could not hear or read the practitioner properly, or the audio, video or chat was unusable.
• The practitioner could not hold the consultation in a language listed on their profile, although you asked for it.
• The practitioner did not answer the question you actually asked, or answered something else entirely.
• Most of the session went on something other than your consultation.
• The person on the call or in the chat was not the practitioner shown on the profile.
• The practitioner raised fear of harm or misfortune to sell you something, pressed you towards a remedy, gemstone or puja, or gave you medical, legal or financial advice. Every practitioner agrees not to do any of that as a condition of being listed. If it happens you get your money back, and we deal with the practitioner separately.

For the last two — a different person, or a practitioner who frightened you or gave advice they should not have — we refund first and ask questions afterwards. For the others we look at the session and decide within three working days. If we decline, we tell you why in writing, in plain words, and you can take it further.

How we check a claim

Most claims are settled on the technical record alone: when each of you joined and left, how long you were connected, whether and when the connection dropped, and the billing calculation. That is also what we send to a bank if you raise a dispute.

Chat messages are stored, and calls are recorded. You are told so before the consultation starts, and the Privacy Policy sets out who may open that record, on what four triggers, and that every access is logged with a reason and a name. We keep it for 90 days and then delete it. We keep it for exactly two reasons: so that a refund claim can be decided on what actually happened, and so that a practitioner who breaks the standard they agreed to can be dealt with.

We will not ask you to produce a recording of your own, and we will not refuse a claim because you cannot prove it. You are not the one holding the evidence, and it would be unfair to ask you to behave as though you were.

What we do not refund

For completeness, this is everything on the other side of the line. There is nothing beyond it.

• A consultation that ran as booked, which you received in full, and where your only complaint is that you disagree with the reading or with how things turned out afterwards.
• Minutes you used. We refund the ones you did not.
• A session you did not attend, where the practitioner was present and waiting — unless you ask for the once-in-twelve-months waiver described above, which we will grant without an explanation.
• Birth details you gave us wrongly. The practitioner read the chart you provided, so the consultation was delivered. But you can correct your details in the app at any time, free of charge, and if you tell us within seven days we will arrange for the same practitioner — or another, if they are not available — to answer the same question again with the corrected details, at no further charge. We will do that once.

That is the complete list. No clause elsewhere in our terms adds to it. Nothing in this policy takes away a right you have under the Consumer Protection Act, 2019, and nothing in it prevents you from going to a Consumer Commission.

We deduct nothing, and the tax comes back too

When we refund you, you get the amount that left your account. All of it.

We do not deduct payment gateway charges. We do not deduct a processing fee, a service fee, a convenience fee or a cancellation charge. We do not deduct a percentage. If the gateway keeps its fee on a refunded transaction, that is our cost to carry and not yours — we took the booking, so we take the loss.

Any tax is refunded with the rest. The figure you were shown before the session was inclusive of it, and the figure that comes back is the same figure. Where we have issued a tax invoice we issue a credit note against it, and the tax on a refunded consultation is reversed on our side. You never end up out of pocket for tax on a service you did not receive.

Partial refunds work the same way, proportionately. Refund thirteen minutes of a thirty-minute session and thirteen minutes' worth of tax goes back with them.

If a purchase is ever made through an app store

Everything on GoodLuck today is paid for through our own Indian payment gateway. We receive the money and we issue refunds ourselves, straight back to the way you paid. Google is not involved, and refunds are not routed through Google Play.

If that ever changes and something is sold to you through the Google Play Store or another app store, that store is the seller for that purchase and its own refund rules apply to it — you would request that refund from the store rather than from us. We will say so clearly on the payment screen at the time, so you always know who you are paying and who to go back to, and we will help you with the request if you ask.

We are writing this down now so that the page stays accurate if the way we take payments ever changes. It does not describe how GoodLuck works today.

How to ask for a refund

In the app, open the consultation in your history and tap "Request a refund". It takes the same number of taps as booking one did. That is deliberate.

If you would rather write, email hello@getgoodluck.in. If you would rather speak to someone, telephone +91 8088955890, Monday to Saturday, 10.00 to 18.00 IST, except public holidays.

Please include:

• the date and time of the consultation
• the practitioner's name as shown on their profile
• what happened, in your own words — a sentence or two is plenty
• the amount you paid, and the reference from your payment confirmation if you have it to hand
• how you would like us to reply

If some of that is missing we will still open the request and ask you for the rest. We will not refuse a claim because a form was filled in wrongly.

Every request gets a reference number in the format GL-R-000000, sent to you by email and shown in the app within 24 hours. You can see the status of your request in the app at any time. Keep the reference — you can quote it back to us, and you can quote it to the National Consumer Helpline or to a Consumer Commission if it ever comes to that.

Our timings

Five numbers. We would rather publish them than be vague.

• We acknowledge every refund request within 24 hours of receiving it. Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 allows us 48; we have set our own clock at 24.
• We decide within three working days of having what we need. Where the refund is automatic — a no-show, a drop, unused minutes, a duplicate charge — there is no decision to make and we simply do it.
• We initiate the refund with our payment gateway within one working day of deciding, or of the event itself where it is automatic.
• The money reaches you in five to seven working days for cards and net banking, and usually within one to three working days for UPI. That last stage sits with your bank and we cannot make it go faster. We can tell you exactly when we sent it, and we will.
• Every refund request is fully resolved within one month of receipt, which is the outer limit set by Rule 4(5). In practice almost everything closes inside a week.

You have seven days from the end of a consultation to raise a refund request with us. That window is our own service commitment and nothing more. It does not affect your statutory rights: under section 69 of the Consumer Protection Act, 2019 a consumer complaint may be filed within two years of the cause of action, and a longer period can be allowed for good reason.

Chargebacks

If something has gone wrong, please tell us before you tell your bank. We acknowledge within 24 hours and decide within three working days, which is faster than any dispute process, and we are able simply to pay you.

If you do raise a chargeback, that is entirely your right and we will not hold it against you. We will send your bank the session record — join and leave times, connected minutes and the billing calculation — because that is what they will ask for. If the claim is a good one we will accept the dispute rather than contest it.

Raising a chargeback does not close your account, does not stop you booking again, does not forfeit anything, and does not prevent you from complaining to our Grievance Officer or to a Consumer Commission.

If you ever find a clause anywhere on GoodLuck suggesting otherwise, that clause is wrong and this paragraph overrides it.

If we say no

You are entitled to disagree with us, and there is a route for it.

Level 1 — support

Every refund request starts here and most end here. We acknowledge within 24 hours, decide within three working days, and tell you why in writing.

Level 2 — the Grievance Officer

If you are not satisfied with that decision, or if we did not respond in time, take it further.

The Grievance Officer acknowledges within 24 hours and resolves within seven days. If a matter genuinely needs longer, we will tell you why before the seventh day and finish within 15 days, and in no case later than one month from the day you first complained to us.

Level 3 — outside GoodLuck

If you are still not satisfied, or we have missed our own timelines, you do not have to keep talking to us.

• The National Consumer Helpline. Dial 1915, or use consumerhelpline.gov.in, or the NCH app. It is a government service and it is free.
• A Consumer Commission under the Consumer Protection Act, 2019. You can file online at edaakhil.nic.in, or at the District Commission where you live or work — you do not have to travel to Bengaluru, and there is no amount so small that a complaint cannot be brought.

We will not ask you to go to arbitration. There is no clause anywhere in our terms sending a consultation dispute to a single arbitrator in a distant city, and we are not going to add one. Indian consumer forums are open to you and we have no interest in closing them.

Please keep your GL-R reference and quote it wherever you go next. It will save you explaining twice.

Changes to this policy

This page carries an effective date at the top, and we keep the earlier versions so you can see what changed and when. Ask us and we will send you any of them.

If we change this policy, the change takes effect thirty days after we publish it, and we will tell you in the app before then. A consultation you have already paid for is always governed by the policy that was in force when you paid, even if we change it afterwards. We will not apply a new rule backwards to a session you have already booked.

This page and our Terms of Use are meant to say the same thing about money. If you ever find that they do not, this page governs refunds and cancellations, and we will correct the other one.

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