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Refund Policy

Effective Date: 24th August 2026

Last Updated: 24th August 2026

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1. INTRODUCTION

This Refund, Cancellation & Wallet Policy ("Policy") governs refunds, cancellations, wallet balances, consultation payments, and related financial matters for the Legal Ears platform ("Platform"), owned and operated by Pitlox (GSTIN: 07AXVP8453E2ZM), having its registered office at 1/7136, Shiv Marg, Shivaji Park, Shahdara, Delhi – 110032, India.

By creating an account or using the Platform, you agree to this Policy in addition to the Terms & Conditions and Privacy Policy.

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2. PURPOSE OF THIS POLICY

This Policy aims to:

  • ensure transparent payment practices;

  • define refund eligibility;

  • establish cancellation procedures;

  • explain wallet functionality;

  • prevent payment fraud;

  • protect the interests of Users, Lawyers, and Legal Ears.

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3. DIGITAL WALLET

3.1 Wallet Functionality

Legal Ears provides a digital wallet through which Users can:

  • add funds;

  • pay consultation charges;

  • receive approved refunds;

  • view transaction history.

The wallet is intended solely for transactions within the Platform.

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3.2 Ownership

Wallet balances remain associated with the registered User account and are non-transferable.

Users may not:

  • sell wallet balances;

  • transfer balances to another account;

  • exchange wallet balances for cash except as expressly provided in this Policy;

  • use wallet balances for unlawful purposes.

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3.3 Wallet Validity

Wallet balances remain valid while the User account remains active, unless otherwise required by applicable law.

4. ADDING MONEY TO WALLET

Users may recharge their wallet using payment methods approved by Legal Ears.

Accepted payment methods may include:

  • UPI

  • Debit Cards

  • Credit Cards

  • Net Banking

  • Supported Digital Wallets

  • Other approved payment methods

Legal Ears reserves the right to add or remove payment methods at any time.

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5. CONSULTATION PAYMENTS

Consultation charges are deducted automatically from the User's wallet after the free one-minute consultation period has ended.

Charges are calculated strictly on the basis of:

  • actual consultation duration;

  • the Lawyer's displayed per-minute consultation fee.

Users are responsible for maintaining sufficient wallet balance before initiating a consultation.

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6. FIRST ONE-MINUTE FREE POLICY

Legal Ears provides the first one (1) minute of every consultation free of charge.

This benefit:

  • is determined solely by Legal Ears;

  • cannot be modified by Lawyers;

  • cannot be exchanged for cash or wallet credit;

  • may be modified or withdrawn prospectively by Legal Ears.

Repeated misuse of this feature may result in suspension or other action.

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7. WHEN REFUNDS ARE AVAILABLE

Legal Ears may approve refunds in circumstances including, but not limited to:

A. Duplicate Transactions

Where a User has been charged more than once for the same transaction.

B. Failed Wallet Recharge

Where payment is successfully debited by the payment provider but the corresponding wallet balance is not credited due to a technical error.

C. Incorrect Wallet Deduction

Where the Platform deducts an incorrect amount because of a verified technical malfunction.

D. Technical Failure

Where a consultation cannot reasonably proceed because of a Platform-side technical issue, such as prolonged server failure, and the User did not receive the service paid for.

Temporary internet or device issues on the User's or Lawyer's side may not qualify for a refund.

E. Failed Consultation

Where:

  • the consultation could not be established due to a Platform issue;

  • the User was charged despite no consultation taking place.

F. Account Closure

Where a User permanently closes an account and has an unused wallet balance, Legal Ears may, after verification and subject to applicable law and deductions, refund the remaining balance to the original payment source or by another method determined by the Platform.

G. Other Exceptional Circumstances

Legal Ears may approve refunds in other exceptional cases after review.

Refund decisions are made on the facts of each case and are final, subject to applicable law.

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8. WHEN REFUNDS ARE NOT AVAILABLE

Refunds will generally not be granted where:

  • the User is dissatisfied with the legal opinion received;

  • the legal advice does not produce the desired outcome;

  • the User changes their mind after the consultation has commenced;

  • the User fails to provide complete or accurate information to the Lawyer;

  • the User's internet connection, device, microphone, camera, or network prevents effective participation;

  • the User disconnects voluntarily after the paid consultation has begun;

  • the User has violated the Terms & Conditions or this Policy;

  • the User has engaged in abusive, fraudulent, or unlawful conduct;

  • the User seeks a refund after fully receiving the consultation without any qualifying technical issue.

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9. REFUND REQUEST PROCESS

Users seeking a refund must submit a request through the Platform or by contacting the official support team.

The request should include, where applicable:

  • registered mobile number or email address;

  • transaction reference number;

  • consultation reference;

  • date and time of the transaction;

  • reason for the refund request;

  • any supporting screenshots or documents.

Legal Ears may request additional information if necessary to investigate the request.

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10. REFUND REVIEW

Each refund request is reviewed individually.

Legal Ears may consider:

  • transaction records;

  • wallet logs;

  • consultation metadata;

  • payment confirmations;

  • technical logs;

  • communications between the parties;

  • fraud detection reports;

  • any other relevant information.

Submission of a refund request does not guarantee approval.

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11. REFUND TIMELINES

Where a refund is approved, Legal Ears will initiate processing within a reasonable period.

Actual credit timelines depend on:

  • the payment provider;

  • banking systems;

  • public holidays;

  • regulatory requirements.

Users acknowledge that external banking delays are outside the control of Legal Ears.

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12. LAWYER EARNINGS DURING REFUND INVESTIGATION

Where a consultation is subject to a refund request, Legal Ears may temporarily place the corresponding lawyer earnings on hold until the investigation is complete.

This helps ensure fair resolution and prevent fraudulent activity.

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13. FRAUD PREVENTION

Legal Ears actively monitors refund requests to prevent misuse.

The Platform may reject refund requests where it reasonably believes that:

  • false information has been submitted;

  • duplicate claims are made;

  • payment fraud has occurred;

  • multiple accounts are used to exploit refunds;

  • consultation history has been manipulated.

Fraudulent refund requests may result in account suspension or permanent termination.

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14. CHARGEBACKS

Users are encouraged to contact Legal Ears before initiating a chargeback with their payment provider.

Where a chargeback is initiated, Legal Ears reserves the right to:

  • investigate the transaction;

  • provide evidence to the payment provider;

  • suspend the associated account while the dispute is pending; and

  • recover any amounts improperly reversed, where permitted by law.

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15. LAWYER CANCELLATIONS

If a Lawyer is unable to attend a scheduled consultation:

  • the User may reschedule, where available; or

  • any amount deducted for the missed consultation will be refunded or re-credited, subject to verification.

Repeated cancellations by a Lawyer may result in platform action, including warnings, temporary suspension, or account termination.

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16. USER CANCELLATIONS

Users may cancel a consultation before it begins, subject to the scheduling rules displayed within the Platform.

If a paid consultation has already commenced, charges incurred up to the point of cancellation may apply.

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17. PAYMENT FAILURES

Where a payment fails but funds are debited:

  • Users should first verify the transaction with their bank or payment provider.

  • If the issue persists, Users should contact Legal Ears with the transaction details.

Legal Ears will investigate and, where appropriate, facilitate correction or refund.

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18. TAXES

Unless expressly stated otherwise on the Platform, the consultation fee displayed is the amount payable by the User.

Legal Ears may deduct or account for applicable taxes, statutory deductions, or regulatory charges as required by law without separate notice where legally necessary.

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19. POLICY CHANGES

Legal Ears reserves the right to amend this Policy from time to time.

Material changes will become effective upon publication on the Platform or on the effective date specified in the revised Policy.

Continued use of the Platform after such date constitutes acceptance of the updated Policy.

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20. CONTACT US

For refund requests, payment issues, or wallet-related queries, please contact:

Legal Ears
Owned and Operated by Pitlox

Registered Office:
1/7136, Shiv Marg,
Shivaji Park,
Shahdara, Delhi – 110032, India

Support Email: support@legalears.com

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21. GRIEVANCE REDRESSAL

For unresolved complaints relating to refunds, payments, or wallet transactions, you may contact the Grievance Officer:

Name: Simran Mundra
Email: simran@legalears.com

Legal Ears will endeavour to acknowledge and address grievances within the timelines prescribed under applicable law.

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