Refund & Cancellation Policy

Last updated: October 6, 2026

1. Overview

ProWala operates on a lead-based model. Professionals pay for customer-confirmed intent, not merely for raw contact visibility. This policy governs refund eligibility for purchased leads.

2. Refund Eligibility

A purchased lead is eligible for refund only if ALL of the following conditions are met:

2.1 Contact Attempts

The Professional must have made valid outreach attempts within 24 hours of purchase using supported in-app actions:

• In-app free-text messages
• Configured prompt messages
• Callback request actions

2.2 Customer Never Confirmed

Refund is eligible only if the Customer:

• Did not tap Yes, Connect
• Did not unlock contact
• Did not meaningfully engage through the mandatory prompt flow

2.3 Customer Prompt Rule

• The customer must complete the mandatory first prompt before free-text chat is enabled.
• `Yes, Connect` is the event that makes the lead valid and unlocks contact.

3. Non-Refundable Cases

Refunds are NOT issued in the following situations:

• Customer tapped Yes, Connect
• Customer contact was unlocked after confirmation
• Professional responded late (after 24 hours)
• Professional did not follow required outreach rules
• The lead was genuine but did not convert into business

4. Evidence Required

When requesting a refund, ProWala primarily relies on platform evidence:

• In-app prompt and message logs
• Lead timeline and system timestamps
• External screenshots only when needed for exception review

5. Refund Process

1. Purchase Lead: Professional can message immediately after purchase.
2. Customer Decision: Customer sees Pro messages but must tap Yes, Connect before the lead becomes valid.
3. Refund Check: If customer never confirms and policy rules are satisfied, refund becomes eligible for review.
4. Decision: Approved refunds are issued as cashback; rejected refunds include reason.

6. Cashback

• Approved refunds are processed as cashback via Razorpay.
• Cashback is tracked against the original lead payment transaction.
• Refund timelines depend on the payment method and gateway processing.

7. Razorpay Payment Refunds

Approved refunds are processed via Razorpay to the same payment method used for the original transaction:

• UPI refunds: Instant to 4 hours
• Card refunds: 5–7 business days
• Netbanking refunds: 5–7 business days

8. Disputes & Escalation

If you disagree with a refund decision:

1. Step 1: Reply to the refund decision email with additional evidence.
2. Step 2: Contact support@prowala.in with your refund request ID.
3. Step 3: If unresolved, escalate to the Grievance Officer.

9. For Customers

Customer RFQ submissions are free of charge. There are no payments or refunds applicable to Customers.

10. Session Cancellation Policy

For Professionals who offer scheduled sessions (consultations, calls, or meetings) booked through ProWala:

10.1 Cancellation by Professional

• If a Professional cancels a confirmed session, the Customer will receive a full credit refund for any session fee paid.
• Repeated cancellations by a Professional may result in reduced visibility or account review.

10.2 Cancellation by Customer

• More than 24 hours before the session: Full refund issued.
• Less than 24 hours before the session: No refund applicable — the Professional's time has been reserved.
• No-show (Customer does not join): No refund applicable.

10.3 Rescheduling

• Either party may request a reschedule up to 4 hours before the session via the in-app messaging.
• Rescheduling is subject to both parties' mutual agreement.

11. Contact