At Chase 21, we strive to make every session valuable. We understand that plans change, and we've built a fair, transparent refund policy to protect both users and coaches. All refunds are processed through Razorpay to your original payment method.
Refund Overview
The following table summarizes our refund policy at a glance:
| Scenario | Refund | Timeline |
|---|---|---|
| Cancel 24+ hours before session | Full Refund | 5–7 business days |
| Cancel 4–24 hours before session | 50% Refund | 5–7 business days |
| Cancel less than 4 hours before | No Refund | — |
| Coach cancels the session | Full Refund | 24–48 hours |
| Technical issue (verified) | Full Refund or Credit | 24–48 hours |
| User no-show | No Refund | — |
| Subscription (unused days) | Pro-Rated Credit | 5–7 business days |
| Free trial session | Not Applicable | — |
Session Cancellations
User-Initiated Cancellations
- More than 24 hours before scheduled time — Full refund to original payment method
- 4 to 24 hours before scheduled time — 50% refund; remaining 50% goes to the coach as a late cancellation fee
- Less than 4 hours before scheduled time — No refund (coach has reserved time for you)
Cancellations must be made through the Chase 21 app (Session → Cancel Session). Email or chat cancellations are not accepted for refund purposes.
⏰ All cancellation times are calculated in the time zone of the coach's listed location.
Subscriptions & Memberships
- Trial Period (first 7 days): Full refund if you cancel within 7 days of subscribing and have not used more than 1 session
- After 7 days: Pro-rated credit for unused days, applied to your Chase 21 wallet
- Auto-renewal: You may cancel auto-renewal any time before the next billing date. Renewal charges processed are non-refundable
- Annual Plans: If cancelled within 30 days with fewer than 3 sessions used — 75% refund. After 30 days — pro-rated credit only
Manage subscriptions via: App → Settings → Manage Subscription.
Session Packages
Session packages (e.g., 5-session pack, 10-session pack) are subject to the following:
- Unused sessions in a package may be refunded at the per-session rate, minus any discount applied at purchase
- Packages expire as specified at the time of purchase; no refund for expired unused sessions
- If a coach is removed from the platform, unused sessions with that coach will be fully refunded
- Package transfers to another coach are possible (once per package) within the validity period
No-Shows
A "no-show" occurs when you do not join or acknowledge the session within 15 minutes of the scheduled start time.
- No refunds are issued for no-shows by the user
- The coach is compensated in full for no-show sessions
- Repeated no-shows (3+) may result in a booking restriction on your account
If you were unable to join due to a technical issue on our end, please contact support within 2 hours with evidence (screenshot, error message) and we will review your case.
Technical Issues
If a session cannot be completed due to a verified technical issue with the Chase 21 platform (not due to your internet connection or device), you are eligible for:
- A full refund, OR
- A free rescheduled session at your preference
To claim a technical issue refund:
- Report the issue within 2 hours of the session time
- Provide a screenshot or description of the error
- Contact us via: support page or support@chase21.app
💡 Issues caused by poor internet connectivity, device incompatibility, or user error are not covered under this policy.
Coach Cancellations
If a coach cancels your booked session for any reason:
- You receive a full refund automatically within 24–48 hours
- You also receive a ₹50 Chase 21 credit as a goodwill gesture
- We will help you reschedule with the same coach or suggest an alternative
Coaches with excessive cancellation rates are reviewed and may be removed from the platform.
Refund Process
To request a refund:
- Go to App → My Bookings → Select Session → Request Refund, OR
- Email us at refunds@chase21.app with your booking ID
Processing Times
- Refund request acknowledgement: within 24 hours
- Refund processed by Chase 21: within 2 business days
- Credit to your bank/UPI: 3–5 additional business days (depends on your bank)
- Chase 21 wallet credits: instant
Refunds are always issued to the original payment method. We cannot redirect refunds to a different card or account.
Dispute Resolution
If you are dissatisfied with a refund decision:
- Email disputes@chase21.app with your booking ID and a detailed explanation
- Our disputes team will review and respond within 5 business days
- If unresolved, you may escalate to the National Consumer Helpline (NCH) or file a complaint via the Consumer Court as per the Consumer Protection Act, 2019
We are committed to fair resolution of all disputes. Our goal is for every Chase 21 user to feel heard and treated with respect.