The pass
A pass provides access to available companion profiles for its purchased term; profiles and availability can change. Once active, it is non-refundable if you simply stop using it, with no pro-rata refund for unused time. This does not exclude refunds for undelivered access, deficient services or any other refund required by law.
That does not cut into your rights under the Consumer Protection Act, 2019, and it does not apply when the fault is ours. If your payment went through but your pass never activated, that is not a refund request, it is a failure. See details below.
When we do refund
For a pass, three cases, and we do not argue about any of them: your payment succeeded but the pass never activated; you were charged twice for the same pass; or the law entitles you to a refund. Email trycompanio@gmail.com with the payment reference from your bank or UPI app.
Cash refunds are not automatic. The Companio team reviews each request and processes approved refunds by hand, back to your original payment method. Once a refund is sent, your bank or UPI provider decides how long it takes to show.
Charged twice, or charged for nothing
If a payment fails but money still leaves your account, or you are charged twice (including because of a gateway or settlement glitch), we refund it. Tell us, and the Companio team checks the payment with Razorpay and processes the refund by hand. The non-refundable rule above has nothing to do with this: you are getting back money that was never a purchase.
You can contact support with your payment reference so we can investigate. This does not restrict your right to raise a payment dispute with your bank or use available consumer remedies.
No auto-renewal
A pass does not renew automatically, and we do not create a recurring-payment mandate for it. When a timed pass runs out, its access ends unless you choose to buy another pass; you are not automatically charged. Service notices or optional marketing reminders do not renew your pass or authorize a charge. Marketing email preferences can be changed in your account.
Paying for a meetup
A pass does not include any meetups. Each meetup is paid for separately when you book it, through Razorpay or with your Companio wallet credit when your balance covers it, and you see the amount before you pay.
Meetups that don’t happen
If your request isn’t accepted, is declined, or your companion doesn’t show up, you get the full amount back as Companio wallet credit (1 credit = ₹1), usually within 3 days. If you’d rather have it on your original payment method, ask The Companio Team; banks take 5–7 working days.
If you paid with wallet credit, the credit comes back as soon as the request is declined.
You can ask to reschedule from your dashboard. Once a meetup is paid for, it can’t be cancelled from the app; a new date or time needs your companion’s approval.
Wallet credit doesn’t expire and can be used for a meetup when your balance covers it. After the meetup code is entered, there is a 24-hour check before the companion is paid, and The Companio Team reviews any safety or attendance concern raised in that time.
The companion application fee
The companion application fee is a 1-month Companio pass; it isn’t refunded if your application isn’t approved. A person on our team reviews every application. Approval is separate and isn’t guaranteed. If the payment failed or you were charged twice, we refund it.