Refund Policy
This Refund Policy describes when and how refunds are issued for purchases made on the GospelVox mobile application and related services (the "Platform"), operated by Codedu Software Technologies.
This Refund Policy is part of, and incorporated into, the Terms & Conditions. Defined terms used here have the meaning given in the Terms & Conditions.
1. Summary
| Purchase | Refundable? | Window | Process |
|---|---|---|---|
| Coin pack | Generally no (Coins credited immediately) | — | See § 3 |
| Failed payment / debit but no Coins credited | Yes — full refund or Coin credit | 24 hours from payment | Email support with payment reference |
| Session that failed to connect / dropped due to Platform fault | Yes — Coins re-credited | 24–72 hours from incident | Automatic where detected; otherwise report from session screen |
| Session where Speaker no-shows | Yes — Coins re-credited | 24–72 hours from incident | Automatic where detected; otherwise report from session screen |
| Speaker activation fee | No (non-refundable once paid) | — | — |
Statutory rights under the Consumer Protection Act, 2019 (India), the Consumer Protection (E-Commerce) Rules, 2020, and any non-waivable consumer rights in your local jurisdiction are not affected by this Policy.
2. What you can buy on the Platform
- Coin packs — virtual credit used to start chat or voice Sessions with Speakers and to access Bible Sessions or other paid features.
- Speaker activation fee — a one-time fee paid by Speakers to start receiving paid Sessions on the Platform.
All in-app purchases are processed by the store you installed GospelVox from — Google Play's billing system on Android, or Apple's In-App Purchase system on iOS. Prices shown in the app are in your local currency where the store supports it and are inclusive of applicable taxes.
Who issues refunds depends on your platform, and it matters:
- Android (Google Play). We can initiate a refund on your behalf, and you may also request one directly from Google under Google's refund policy.
- iOS (Apple App Store). Apple — not GospelVox — issues all refunds for iOS purchases, and only Apple can approve them. Request one at reportaproblem.apple.com, or see Apple's refund guide. We have no ability to issue, reverse, or override an Apple refund decision. We will gladly supply Session records or confirm a technical fault in support of your claim — write to us and we will respond within 5 business days — but the decision is Apple's alone.
Where the sections below describe us refunding, crediting, or reversing a charge, that applies to Google Play purchases only. For iOS purchases the equivalent remedy is our supporting your claim to Apple, plus any in-app correction we can make (for example, crediting Coins that were paid for but never delivered).
3. Coin packs — refund rules
3.1 Default rule. Coins are credited to the User's Wallet immediately on successful payment. Because Coins are usable from the moment they are credited, Coin purchases are non-refundable once credited.
3.2 Payment debited but Coins not credited. If the bank or payment instrument is debited and Coins have not appeared in the Wallet within 24 hours, contact us with your order reference and we will respond within 5 business days. Your order reference is:
- Android — your Google Play order ID, shown in your Google Play purchase-confirmation email or at play.google.com/store/account.
- iOS — your Apple receipt / order ID, shown in your emailed Apple receipt or at reportaproblem.apple.com.
We will then:
- credit the Coins you paid for, or
- if crediting is not possible: on Android, help you obtain a refund through Google Play to your original payment method; on iOS, confirm the fault in writing so you can claim your refund from Apple at reportaproblem.apple.com — Apple issues the refund, not us.
3.3 Duplicate charges. If you have been charged more than once for the same Coin order, write to us with all Payment IDs. We will verify and refund the duplicate amount(s) to the original payment source within 5–7 business days of verification.
3.4 Unauthorised charges. If you believe a Coin purchase was made without your authorisation, contact us immediately and consider contacting your card issuer or bank. We will investigate and, if the charge is found to be unauthorised, reverse the Coin credit and refund the amount.
4. Sessions — refund and re-credit rules
4.1 Session failed to connect. If a Session fails to connect because of a Platform fault (e.g., our servers, the Agora voice infrastructure, or a billing system error), any Coins billed for that Session are automatically credited back to the User's Wallet, typically within 24–72 hours.
4.2 Session ended prematurely due to Platform fault. If a Session ends prematurely due to a Platform fault, the User receives a Coin credit prorated to the portion of the Session not delivered.
4.3 Speaker no-show. If the Speaker accepts a request and does not arrive, or does not respond within the timeout window shown in the app, the Coins billed for that Session are credited back to the User's Wallet.
4.4 Network / device issues on your side. Sessions interrupted by the User's or Speaker's own device, mic, network, or notification settings are not refundable. Test your microphone, notifications, and connectivity before starting a paid Session.
4.5 Dissatisfaction. Coins spent on a Session that connected and ran for its intended duration are not refundable solely on the ground of dissatisfaction with the Speaker's guidance. If you believe a Speaker materially breached the Terms & Conditions (for example, abusive behaviour or solicitation outside the Platform), report the Session from the post-Session screen — we will investigate and, where appropriate, issue a goodwill Coin credit and take action against the Speaker.
4.6 Reporting a Session issue. Use the in-app "Report" option on the Session summary screen, or email support@gospelvox.com with the Session ID, date/time, and a brief description, within 7 days of the Session.
5. Promotional offers
5.1 Where we run a promotional Coin pack or discount, the terms and any limits (for example, one redemption per User) are shown at the point of purchase.
5.2 If the underlying payment fails or is reversed, the promotional Coins associated with that purchase will be reversed from the Wallet.
5.3 Promotional Coins themselves carry no separate cash value and are not redeemable for cash. Where a promotional offer is withdrawn or modified, Coins already credited from past redemptions remain valid.
6. Speaker activation fee
6.1 The Speaker activation fee is a one-time non-refundable fee that grants the Speaker access to receive paid Sessions on the Platform. The fee is consumed at the time of activation and is not refundable on account closure, deactivation, suspension, or any other ground, except where required by applicable law.
6.2 Payment debited but activation not granted. If the fee is debited and the Speaker account is not activated within 24 hours, contact us with your order reference (Google Play order ID on Android, Apple receipt / order ID on iOS) and we will, within 5 business days, either activate the account or — if activation is not possible — arrange a refund through Google Play on Android, or confirm the fault in writing so you can claim your refund from Apple at reportaproblem.apple.com on iOS.
7. Speaker earnings — withdrawals and reversals
7.1 Speaker earnings are not "refunds". Earnings are remitted to the Speaker's verified bank account or UPI ID through the in-app withdrawal flow, subject to Section 8 of the Terms & Conditions.
7.2 We may hold, deduct from, or reverse Speaker earnings — and pull back the corresponding amount — where the underlying Session was fraudulent, was subject to a User chargeback, or was in breach of the Terms & Conditions.
8. Chargebacks
8.1 If you initiate a chargeback through your card issuer or bank without first contacting our support team, we treat this as a material breach of the Terms & Conditions. We may, while the chargeback is contested:
- suspend your account;
- reverse Coin credits associated with the disputed transaction;
- pursue recovery of fees and costs associated with the chargeback.
8.2 We will share supporting evidence with the card network or bank to contest chargebacks we believe to be invalid.
9. How long refunds take
| Stage | Typical timeline |
|---|---|
| Acknowledgement of refund request | 48 hours |
| Verification by GospelVox | 5 business days |
| Refund initiation — Android | Immediate on approval by Google Play |
| Refund decision — iOS | Made by Apple, on Apple's own timeline. We cannot approve, initiate, or expedite it. |
| Credit to your original payment method | Up to 5–10 business days after the store initiates it (depends on your payment method / issuer) |
The GospelVox timelines above cover our own verification and, on Android, our initiation of the refund. Delays beyond them, where caused by the payment network, issuer, or bank, are outside our control.
Refunds for Google Play purchases are issued by Google to your original payment method; you can track them in your Google Play account under Order history. Refunds for Apple App Store purchases are issued by Apple; you can track them at reportaproblem.apple.com. Because Apple owns that decision end to end, we cannot commit to a timeline for it.
10. How to request a refund
- In-app: open the relevant Wallet transaction or Session summary and tap "Report an issue".
- By email: write to
support@gospelvox.com
with:
- the registered email or phone number on your account;
- your store order reference — Google Play order ID on Android, Apple receipt / order ID on iOS — and/or Session ID;
- a brief description of the issue.
- Grievance escalation: if you are not satisfied with our response within 15 calendar days, write to our Grievance Officer (see Section 22 of the Terms & Conditions).
11. Statutory rights and consumer protections
Nothing in this Policy excludes, restricts, or modifies any non-waivable right you have under applicable consumer law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 in India, or the equivalent statutes in your jurisdiction.
12. Changes to this Policy
We may update this Refund Policy from time to time. Material changes will be notified through the app or by email. The "Last Updated" date above will reflect the latest version. Changes apply prospectively.
13. Contact
- Support: support@gospelvox.com
- Grievance Officer: Relin.m@outlook.com
- Postal address: Codedu Software Technologies, COCO Group, Mukkadan Complex, Infopark Smart City Short Road, Edachira, Kakkanad, Kochi, Kerala 682030, India