What this covers
This policy explains when coin purchases on Dostii can be refunded. It applies alongside our terms of use and, where you bought through Google Play, alongside Google's own refund rules.
Coins are a digital item delivered to your account immediately. Under Indian consumer law, digital goods that have been delivered and used are generally not returnable, so refunds are limited to the situations below.
When we do refund
- Money taken, coins not delivered. Your payment succeeded but coins never appeared. We credit the coins or refund in full.
- Double charge. The same purchase was billed twice. The duplicate is refunded in full.
- Coins deducted for a call that did not connect, or that dropped in under 15 seconds because of a fault on our side. Coins are credited back automatically; if not, tell us.
- Unauthorised purchase. Someone else used your device or account without permission, reported within 7 days and supported by a change of password or device.
- Billing error on our side, such as charging a rate higher than the one displayed.
When we do not refund
- Coins you have already spent on calls, gifts or features.
- Change of mind after buying a coin pack.
- Dissatisfaction with a conversation, a host, or the people you were matched with.
- Coins forfeited because your account was banned for breaking the community guidelines.
- Coins remaining when you delete your own account.
- Call quality problems caused by your network, device or power supply.
- Gifts you sent. Gifts are final once delivered.
- Purchases made on an account you shared with someone else.
How to request one
- Bought on Google Play? Request the refund through Google Play first — Play Store, then Menu, then Payments and subscriptions, then Budget and order history. Google handles most refunds within 48 hours.
- Google declined, or you bought elsewhere? Email info@dostii.app with your registered phone number, the transaction ID, the date and what went wrong.
- We acknowledge within 48 hours and decide within 7 business days.
- Approved refunds go back to the original payment method within [7–10] business days. Bank and gateway charges are not refundable. The equivalent coins are removed from your balance.
Host payouts
Payouts are separate from refunds. Requests are processed on a [weekly] cycle once you clear the minimum threshold and complete bank and PAN verification. Applicable taxes and TDS are deducted at source.
We may hold or reverse a payout where gifts came from fraudulent, charged-back or farmed purchases, or where the account is under investigation. Held payouts are released if the investigation clears you.
Contact and escalation
Email: info@dostii.app
Grievance officer: grievance.officer@omachi.in
Omachi Innovation Private Limited, Bengaluru, India
If you are unhappy with our decision, escalate to the grievance officer, who responds within 15 days. You also retain your rights under the Consumer Protection Act, 2019, including the National Consumer Helpline on 1915.