Refund & Cancellation Policy
APNA Live · Last updated: 25 September 2026
This policy explains how refunds and cancellations work for coin packs bought in the APNA Live app, which is operated by INDRAPRASTH AGENCY (GSTIN 23DJEPG3309G1ZP). APNA Live is free to download and use. Coin packs are an optional digital purchase.
1. What you are buying
A coin pack gives you in-app coins, a digital item used only to send virtual gifts to hosts inside APNA Live. Coins are delivered instantly to your in-app wallet as soon as your payment is confirmed, and every purchase appears in your Recharge History. Because coins are a digital item delivered immediately, nothing is physically shipped.
2. When you are entitled to a refund or credit
Money debited, but coins not added
If your bank or UPI app shows the payment as successful but coins were not added, contact us with the details listed in section 5. After we confirm the payment with our payment partner, we will either add the coins to your account or, if you prefer, refund the full amount to the original payment method.
Charged twice for the same purchase
If you were charged more than once for a single purchase, we will refund the extra amount in full to the original payment method.
Payment failed or stuck as "pending"
If a payment fails or stays pending and no coins were added, the amount is normally reversed to your account automatically by your bank or UPI app, usually within 3–5 working days. If it is not reversed in that time, contact us and we will help you trace it.
3. When refunds are not available
- Once coins have been added to your account, the purchase is complete and cannot be cancelled or refunded, except in the cases in section 2.
- Coins that have been spent on gifts cannot be refunded, and gifts cannot be taken back.
- Unused coins are not refunded if you delete your account, or if your account is suspended or banned for breaking our Terms & Conditions.
- Coins cannot be exchanged for cash, transferred to another user, or moved to another account.
- We do not refund a purchase that was made by mistake by the account holder, or by someone using the account holder's phone. Please keep your phone and UPI PIN secure.
4. Cancellation
A coin purchase is completed the moment the coins are credited, so it cannot be cancelled after that. If you change your mind before paying, simply close the payment screen or cancel in your UPI app. No money is taken for a payment you do not complete. APNA Live has no subscriptions or automatic renewals.
5. How to request a refund or missing coins
Contact us within 7 days of the payment by email or WhatsApp, and include:
- Your APNA ID, shown on your profile
- The Order ID shown in the app, if available
- The UTR / transaction reference number from your UPI app
- The amount, date and time of the payment
- A screenshot of the payment
- indraprasthagency@gmail.com
- Phone / WhatsApp
- +91 76107 61342
6. How long it takes
- We reply to refund requests within 2 working days.
- Missing coins are added as soon as the payment is verified.
- Approved refunds are sent to the original payment method within 5–7 working days of approval. Your bank may take a little longer to show it.
7. Chargebacks and misuse
If a payment is reversed through a chargeback or bank dispute after coins were delivered, we may remove the coins, or an equal value, from the account, and we may suspend accounts involved in payment fraud.
8. Changes to this policy
We may update this policy from time to time. The "Last updated" date will change, and the version in force on the date of your purchase will apply to that purchase.