Cancellation & Refund Policy

This policy explains how to cancel anything you have bought or booked on Nisf, when money comes back to you, when it does not, and how to ask us if you think something has gone wrong.

It forms part of our Terms and Conditions and should be read with them. Where §5 of those terms and this policy cover the same ground, they are meant to say the same thing; if they ever do not, this policy governs cancellations and refunds.

We have written it against what the app and our payment systems actually do. Where a rule is enforced by the app (the notice you must give before cancelling a coaching session, the reschedule limit, the credit that returns to your balance when you cancel a request), we say so, so you can tell the difference between a rule we apply and a rule we merely aspire to.

Who we are

Nisf Suite No. 72, Door No. 63/700, D Space, 6th Floor, Sky Tower Mavoor Road Junction, Bank Road Kozhikode, Kerala, India 673001

Contact: info@nisfapp.com

1. What you can pay for, and who takes the payment

There are four things you can pay for on Nisf, and it matters which one you are asking about, because they are not all sold by the same party.

Downloading and using Nisf to create a profile and browse is free. You are never charged simply for holding an account.

Card and bank details never reach us. Payments are handled entirely by our payment provider and by the app stores. That is also why a refund can only ever go back to the method you paid with (§6).

2. Subscriptions and request credit packs

Subscriptions and request credit packs are sold through the Apple App Store and Google Play. You are charged by Apple or Google, not by us.

2.1 Cancelling a subscription

Cancel through your App Store or Google Play account settings. We cannot cancel a store subscription for you, and deleting your Nisf account does not cancel it either. If you delete your account without cancelling, the store will keep charging you.

Cancelling stops the next renewal. It does not shorten the period you have already paid for: you keep access until the end of it.

Where a plan is described in months, a month is whatever the App Store or Google Play defines a month to be. The store, not us, sets when a period ends and when the next charge falls, and a subscription that starts on the 15th runs to the 15th of the following month however many days that turns out to be. The store shows you the renewal date; that date is the one that governs.

Prices may change. Where they do, the change applies from your next renewal and the store will tell you in advance.

2.2 Refunds on store purchases

Refunds on anything bought through a store are Apple's or Google's to give, and are governed by their refund policies, not ours. Request one through the store you bought it from:

• Apple: reportaproblem.apple.com, or Settings, then your name, then Media and Purchases.
• Google Play: play.google.com/store/account/subscriptions, or the Play Store app.

We can rarely intervene in a store's decision. If a store refunds you, the subscription or the credits it paid for are withdrawn from your account.

2.3 Promotional codes

Promotional codes grant access for a stated number of months. They are not transferable, have no cash value, and may be withdrawn or expire. A code cannot be exchanged for money, and unused months on a code are not refundable.

3. Coaching sessions

Coaching sessions are booked and paid for through us, so this is the part of the policy where we, and not a store, decide.

3.1 The terms shown at booking are the terms

Before you pay for a session you are shown its terms, and you have to tick to say you have read them. Those terms apply to that booking and take precedence over this section, because they carry the actual numbers for that coach and that session. They cover:

• the length of the session, which cannot be extended;
• how many minutes late you may arrive before the session is cancelled without a refund;
• how many times you may cancel or reschedule, and how much notice you must give;
• how much notice the coach must give to cancel.

The numbers differ between coaches. Read them at the point of booking, and check them again on the booking itself before you cancel.

3.2 Cancelling a session yourself

You cancel from the booking screen, choosing a reason. The app enforces the notice period:

• Cancel before the notice deadline and you get a full refund. The cancellation screen shows you that deadline as a date and time while it is still open to you.
• Once the deadline has passed, the app will not let you cancel, and it tells you the notice period you have missed. A session you do not attend after that point is not refunded.

If something genuinely exceptional has happened inside the notice window, write to info@nisfapp.com before the session. We will look at it. We are not obliged to refund a late cancellation, and outside such cases we will not.

3.3 Rescheduling instead of cancelling

Rescheduling moves the session and keeps your money on it, so it is usually the better option. The app enforces two limits:

• the number of reschedules allowed for that booking, shown to you at booking and again on the reschedule screen, which tells you how many you have left; and
• the same notice period as a cancellation. You cannot reschedule inside it.

Once you have used up the allowed reschedules you cannot reschedule again. A rescheduled session is not a new purchase and is not charged again.

3.4 Arriving late

If you arrive more than the number of minutes stated in the booking terms after the start time, the session is cancelled and is not refunded. The session also cannot be extended to make up time lost by a late arrival.

3.5 If the coach cancels

If a coach cancels a session, you are refunded in full, whatever notice was given. You may instead book another slot with that coach or a different one; a new booking is a new payment, and the refund on the cancelled session still comes back to you.

The booking terms state the notice a coach is expected to give. A coach failing to give it does not change what you are owed, which is the whole amount.

3.6 How much you get back, and when

A refunded coaching session is refunded in full, at the price you actually paid after any discount that was applied at checkout. We do not deduct a cancellation fee and we do not withhold a processing charge.

The refund is issued automatically as soon as the booking is cancelled, and goes back to the payment method you used. Money normally reaches you within 5 to 7 working days, depending on your bank or card issuer. That last step is not in our hands. If nothing has arrived after 10 working days, write to us with your booking details and we will chase it.

3.7 If a payment does not complete

If a payment is authorised but the booking is never confirmed, we do not take the money. Any hold placed on your card by your bank is released automatically, usually within a few days. You do not need to ask us for a refund in that case, though you are welcome to check with us if a hold has not cleared.

3.8 Coaches are independent

We do not employ coaches, we do not supervise the content of a session, and we are not responsible for the advice given in one. Nisf is a platform that connects coaches and trainees. A refund is about whether a session took place on the agreed terms, not about whether you found it useful. Being dissatisfied with a session that was delivered as booked is not a basis for a refund, though we do want to hear about it.

4. Donations

Donations are voluntary and are not refundable.

A donation buys no goods, services, subscription time, request credits or privileges of any kind. There is nothing to cancel, and nothing is delivered in exchange, which is why there is no refund route for one.

The single exception is a payment taken in error or without your authorisation. If that happens, write to info@nisfapp.com with the date and amount and we will return it.

5. Request credits

Request credits are what you spend to contact someone. They are not money and cannot be converted back into money.

• Credits have no cash value, cannot be transferred between accounts, and cannot be exchanged for money.
• Cancelling a pending request returns the credit to your balance. This is the only sense in which a credit is refundable: it comes back as a credit, not as a payment.
• Credits are also spent on viewing a wali's contact details, where a sister has made them visible to everyone. That is a use of the credit rather than a refund of it, and it is charged once per profile.
• A request that expires unanswered does not return the credit. You choose the expiry window when you send the request.
• Free trial credits expire with the trial. Any credits given with the one week trial that are unspent when it ends are removed along with your trial access.
• Credits you have paid for stay yours. They are not removed when a trial ends or when an account becomes inactive, and they can still be spent on sending a request or unlocking a wali's contact details. Accepting a request is different: that needs an active account, whatever credits you hold.
• Deleting your account does not entitle you to a refund of unused credits or of unused subscription time.

6. How refunds are paid

A refund always goes back to the payment method it came from. We cannot send it to a different card, a different account, a wallet, or a person other than the one who paid. This is a fraud control and we do not make exceptions to it.

We do not issue refunds in cash, and we do not issue them as credits, discounts or free sessions unless you ask for that and we agree to it.

Refunds are made in the currency you paid in. Where your bank converted the payment, the amount that lands may differ slightly from the amount you paid because the exchange rate has moved, and your bank may charge its own fee. That difference is between you and your bank.

7. When we will put things right regardless

Whatever else this policy says, we will refund you where:

• a payment was taken in error, for example the same booking charged twice;
• a payment was not authorised by you;
• you were charged for something you did not receive, such as a session that was never scheduled and never took place.

Tell us as soon as you notice. We would rather find out from you than from a chargeback.

8. What we do not refund

To state plainly what is scattered above:

• Lack of results. Not receiving requests, not having requests accepted, or not finding a spouse is not a basis for a refund. What you pay for is access to the Service, not an outcome.
• A session you did not attend, or attended too late to begin under the booking terms.
• The unused remainder of a subscription you have stopped using, or that ended because you deleted your account.
• Donations, except as set out in §4.
• Request credits, for money, in any circumstance.
• Anything lost through a breach of our terms. If we suspend or remove your account for a breach of the Terms and Conditions, we are not obliged to refund what remains on it.

9. How to ask for a refund

For subscriptions and request credit packs, go to Apple or Google (§2.2). Coming to us first will only slow you down.

For coaching sessions and anything charged by us, write to info@nisfapp.com with:

• the email address on your Nisf account;
• what you paid for, and the date;
• the booking, if it is about a session;
• what went wrong.

We will acknowledge your email within 3 working days and give you a decision within 15 working days, usually much sooner. Where we approve a refund, we issue it immediately on deciding, and §3.6 describes how long it then takes to reach you.

If a decision does not settle the matter, our grievance officer is contactable at the same address, as set out in §11.2 of the Terms and Conditions.

Please come to us before raising a chargeback with your bank. A chargeback on a session that was delivered, or on a donation, will be contested.

10. Your statutory rights

Nothing in this policy limits any right to cancel or to a refund that you have under the consumer law of your own country, and nothing in it requires you to give up such a right. Where that law gives you more than this policy does, that law applies.

11. Changes to this policy

We may change this policy. When we do, we will revise the "Last updated" date above, and for material changes we will notify you in the app or by email before they take effect.

A change never applies backwards. A booking or a purchase is governed by the policy in force when you made it.

Contact

Email: info@nisfapp.com

Post: Nisf Suite No. 72, Door No. 63/700, D Space, 6th Floor, Sky Tower Mavoor Road Junction, Bank Road Kozhikode, Kerala, India 673001