Refund Policy
Last updated: July 2026
1. Diamond recharges
Diamonds are a virtual item, not a financial product. Once a Diamond purchase is successfully completed, it is final — we do not offer refunds for Diamonds you have already received, whether or not you have spent them, except where required by law or as described below.
2. Failed or duplicate payments
If a payment is deducted from your bank/UPI/card but you did not receive the matching Diamonds (e.g. a network failure during checkout), contact us with your payment reference and we will verify with our payment partner (Razorpay) and either credit the missing Diamonds or refund the failed transaction to your original payment method. Duplicate charges for the same recharge are refunded once confirmed.
3. Gifts sent to a host
Once Diamonds are spent to send a gift, that transaction is final and cannot be refunded or reversed — the host receives Beans immediately as part of the same transaction. This applies whether the gift was sent in a live stream, an audio room, a voice/video PK battle, or on a video.
4. Unauthorized transactions
If you believe a Diamond purchase or a gift was made without your authorization (e.g. your account was compromised), report it immediately via Help & Support. We investigate every report; if we confirm unauthorized activity, we will take action on the account involved, but recovery of already-spent Diamonds is not always possible once beans have been paid out to a host.
5. Shop orders (physical products)
Shop purchases follow an order lifecycle: paid → processing → shipped → delivered. If we are unable to fulfil your order (out of stock, delivery issue, etc.), it may be marked cancelled or refunded, and the amount paid is refunded to your original payment method. To request a cancellation or refund for a Shop order, contact us via Help & Support with your order details before it ships — once an order has shipped, refund eligibility depends on the condition of the product and reason for return.
5a. Returnable vs. Non-returnable products
Every product in the Shop is clearly labeled either "Returnable" or "Non-returnable" on its product page. Non-returnable items (e.g. certain personal-use or perishable goods) cannot be returned or replaced once delivered, except for a genuinely defective or wrong item — contact Help & Support in that case.
5b. 7-day return/replace window
For Returnable products, you have 7 days from the date of delivery to request a return (refund) or a replacement (e.g. wrong size, damaged item). Requests made after 7 days from delivery — or after 7 days from a replacement delivery, if one was already issued for this order — are not eligible under this policy. To start a return or replacement, contact Help & Support with your order ID within this window.
6. Beans and withdrawals
Beans are not purchased and are therefore not covered by this refund policy. A submitted withdrawal request debits the requested Beans immediately; if the request is later rejected by admin review, those Beans are credited back to your balance automatically.
7. How refunds are paid
Approved refunds are issued to the original payment method used (UPI/card/netbanking via Razorpay). Processing time depends on your bank and is typically 5-10 business days after approval.
8. Contact us
For any refund request, email help@meolive.in or agentsupport@meolive.in, or use the Help & Support ticket form in the app — include your account ID and, where applicable, the payment/order reference.