HeyFling legal
Refund & Cancellation Policy
How recharges, Coins, cancellations, refunds, and service delivery work on HeyFling.
Last updated: September 28, 2026 · Applies to the HeyFling website and apps
01 Overview
This policy explains how recharges, HeyFling Coins, cancellations, and refunds work on HeyFling, operated by Velnor Tech Labs LLP. It forms part of our Terms of Service. Nothing in it limits your rights under the Consumer Protection Act, 2019.
In short: you recharge to receive Coins; Coins pay for call minutes at the rate shown on an Executive’s profile and for optional gifts; and you spend Coins only for the minutes actually connected.
02 Service delivery
HeyFling provides digital services only, Coins and access to audio and video conversations inside our apps and website. There are no physical goods and nothing is shipped.
- Coins are credited to your account instantly after a successful payment, and in any case within 30 minutes.
- Calls are delivered in real time; Coins are deducted per minute of connected time.
If a successful payment is not reflected as Coins within 30 minutes, contact [email protected] with the transaction reference.
03 Ending or missing a call
- All calls on HeyFling are live, there are no advance bookings or cancellation fees.
- You can end a call at any time. Coins are deducted only for the minutes connected up to that point.
- If an Executive does not answer, declines, or the call never connects, no Coins are deducted.
04 Refunds of a recharge
You can ask for a full refund of a recharge if both of these are true:
- you request it within 7 days of the purchase; and
- none of the Coins from that recharge have been used (for calls or gifts).
Approved recharge refunds are paid back to the original payment method and the related Coins are removed from your account. Bonus or promotional Coins received with the recharge are removed as well.
05 Other cases we refund
- Failed or pending payments: if money is debited but the recharge fails, the gateway reverses it automatically, usually within 5-7 business days.
- Duplicate charges: any amount charged twice for the same recharge is refunded in full to the original payment method.
- Technical failure: if a call drops or cannot connect because of a problem on HeyFling’s side, the Coins for the affected minutes are returned to your balance, based on our call logs.
- Verified misconduct: if we verify a report that an Executive seriously breached our Community Guidelines during your call, the Coins spent on that call are returned to your balance.
- Unauthorised transactions: recharges or gifts you did not make, reported promptly, are investigated and refunded where confirmed.
06 When refunds are not available
- recharges requested after 7 days, or where some of the Coins have already been used;
- Coins spent on completed call minutes delivered as described, including when you were not satisfied with the conversation;
- gifts that have been sent, except where unauthorised or linked to fraud;
- minutes lost because of your own network, device, or app-permission problems;
- bonus or promotional Coins;
- charges linked to a breach of our Terms or Guidelines by you.
Coins cannot be exchanged for cash. If we close your account without any breach on your part, we refund the value of your remaining purchased Coins.
07 How to request a refund
Request a refund from the app’s Help section, by writing to [email protected], or by choosing “Refunds and cancellations” in our contact form. Please include:
- your registered mobile number;
- the date, amount, and transaction or call reference;
- a short description of what went wrong, with screenshots if helpful.
08 Review and refund timelines
- We acknowledge refund requests within 24 hours and decide within 7 business days.
- Approved money refunds are issued to the original payment method (card, UPI, net banking, or wallet) within 5-7 business days of approval. Your bank may take additional time to show the credit.
- Coins returned to your balance are credited as soon as the request is approved.
- Recharges made through Google Play or Apple App Store billing are refunded under that store’s refund process; we will help you with the request.
If you are not satisfied with the outcome, you can escalate to our Grievance Officers (see our Terms of Service) or write to [email protected].
09 Contact
Velnor Tech Labs LLP, 80 Ankit Heights, Indore, Madhya Pradesh 452010, India. Email: [email protected].