1. General
Pocket Insight is committed to providing users with professional and high-quality psychic services, fostering a harmonious, friendly, and open environment for communication and connection between users and advisors.
We understand that there may be times when you are dissatisfied with the service provided by our advisors, and we are willing to do our best to ensure your experience and satisfaction.
If you proactively contact us, we may assess your request in accordance with the refund policy and relevant regulations outlined below, and process refunds for eligible orders.
Please note that some of our services are only available to users aged 18 and above. Before connecting with an advisor, ensure you meet this age requirement.
2. Forms of Refunds
Account Balance(hereinafter referred to as Credit) Refunds
Refunds related to orders and services will only be issued in the form of credits on the platform.
Refunds to Original Payment Method
For used credits (including partially used credits), we're unable to process refunds to your original payment method.
For purchases made via non-PayPal/bank card, we're unable to process refunds to your original payment method.
For purchases made via PayPal or bank cards, we reserve the right to require sufficient justification to approve a refund back to your original payment method.
3. Refund Processing
You may apply for a refund via "Report an Issue" or "Contact Us". Refund requests are generally processed within 48 hours. Once approved, the credits will be refunded to your account in real time.
4. Refund Eligibility
Refunds are limited to credits spent on paid services. The following scenarios are not eligible for refunds:
4.1 Orders placed using promotional credits (e.g., bonus credits or special offers) where no actual credits were paid for.
4.2 Part of the order where discounts were not applied.
4.3 Orders that have been successfully completed without any deficiencies in advisor service, where a refund request is made due to personal regret.
4.4 Orders that have been successfully completed without any deficiencies in advisor service, where a refund request is made due to the advisor's failure to respond to an appended message or private message.
4.5 User-caused issues in live orders, such as actively disconnecting or experiencing connection problems due to network issues on the user's side.
4.6 Claims based on inaccuracies in predictions or predictions that did not materialize (beyond objective assessment criteria).
4.7 Any order found to involve a violation of platform rules (e.g., abusing platform mechanisms, harassing advisors, or engaging in inappropriate behavior).
4.8 Tips given to advisors after order completion.
Other scenarios unrelated to the order and are not eligible for refunds:
Refund requests based on "accidental top-ups" or "unused credits."
Credits are used to unlock standalone services, such as Love Fortune Tarot and Yes or No Tarot, which do not require access to an advisor.
5. Scenarios Where Orders Cannot Be Reviewed for Refund Eligibility
Orders have been deleted at the time of your refund request (in accordance with user privacy protection and data encryption policies).
You may request a full refund within 3 days of order completion or a partial refund within 30 days of order completion. Refund requests submitted beyond these timeframes will not be processed (to ensure timeliness in handling complaints).
6. Full Refund Eligibility
6.1 Non-Live Orders and Premium Services
6.1.1 For Incomplete Orders
If you choose to cancel the service due to personal reasons (e.g., duplicate or incorrect orders) or upon agreement with the advisor, the order may be canceled, and all credits used will be refunded.
6.1.2 For Completed Orders
The advisor was unable to address the issue or declined the service (e.g., the question involved medical or legal matters outside their scope, as specified on their profile) and provided a valid explanation in the order.
The advisor’s response was vague or irrelevant, failing to address your situation entirely.
For premium services, the advisor did not deliver the service within the specified timeframe.
6.2 Live Orders
The advisor disconnected the call or became inactive, with service duration less than 1 minute and no meaningful interpretation provided.
The advisor interacted with you but did not deliver substantial or meaningful insights (for calls longer than 3 minutes).
The advisor refused to provide services because you were underage.
The order was disrupted due to app or server issues.
7. Partial Refund Eligibility
7.1 Non-Live Orders and Premium Services
In cases where the advisor did not answer part of your questions, you may receive a partial refund of up to 50% of the credits spent (if the advisor’s profile specifies the number of questions they can answer or if they indicate limitations during the session, excess questions are excluded).
If the advisor consistently promoted additional services, we will evaluate the quality of their other responses and process a partial refund.
7.2 Live Orders
If the call was interrupted due to the advisor's network issues, you may apply for a partial refund based on the actual service duration.
If the advisor consistently promoted additional services during the session, we will evaluate the quality of their other responses and process a partial refund.
8. Cases Requiring Further Investigation
For the following issues, we will conduct a detailed investigation before deciding on the appropriate resolution:
App or server-related malfunctions.
Disputes or inappropriate behavior during the session with the advisor.
Refund requests made after 30 days of order completion, citing 'order quality issues' or 'advisor misconduct'.
9. Auto-Refund Scenarios
9.1 24-hour Reading Service
If an advisor fails to deliver their response within 24 hours, the order will expire, and the credits used will automatically be refunded to your account balance.
9.2 Speed-up Service
If an advisor fails to provide their response within 1 hour, the order will expire and revert to a 24-hour reading service. The credits used for expedited service will automatically be refunded to your account balance.
9.3 Live Chats
If a live session is initiated but the advisor does not respond promptly, the order will be considered unsuccessful, and no credits will be deducted.
9.4 Premium Service
If the advisor does not accept the order, no credits will be deducted.
10. Additional Notes
10.1 The above terms are subject to periodic updates.
10.2 We reserve the right to reject refund requests if users violate platform terms, including but not limited to:
Contact a bank or dispute the charges as unauthorized to recover the money deposited and used for the reading.
Sharing contact details with the psychic reader and paying psychics outside of the platform.
Not respecting advisors like insulting or asking tricky questions; prejudicing against them on the basis of race, accent, etc.
10.3 We reserve the right to reject refund requests if users frequently submit requests without valid reasons (except for issues related to technical errors, quality concerns, or disputes).
10.4 Accounts flagged for fraud, dispute activity, high-risk transactions, or any other inappropriate behavior may have their refund requests rejected.
10.5 Apart from the specific situations mentioned above, we will also flexibly adjust the application of the above terms based on the severity and urgency of the issues you encounter.
10.6 If you are dissatisfied with any aspect of your order or service, or if you have other valuable feedback you would like to share with us, we are always willing to listen and provide appropriate resolutions to ensure your satisfaction.
10.7 You can contact us through 'Contact Us' or 'Report Issues.' We will do our utmost to ensure your satisfaction and provide you with the most appropriate compensation or solution possible.