Refund & Cancellation Policy
Last updated: 14 May 2026
This Refund & Cancellation Policy applies to digital purchases and services provided inside the Hello Dear Live mobile application.
Hello Dear Live is owned and operated by Quality Stone Craft India.
Business Legal Name: Quality Stone Craft India
App/Brand Name: Hello Dear Live
Hello Dear Live provides digital in-app services including diamond recharge, wallet balance, live room features, virtual gifts, effects, and other digital items.
Digital Purchases
All purchases made inside Hello Dear Live are for digital services or virtual items. Once diamonds, wallet balance, virtual gifts, effects, or other digital items are successfully credited or delivered to the user's account, the purchase is considered delivered.
Cancellation
Orders for digital wallet recharge, diamonds, virtual gifts, effects, or other in-app digital services cannot be cancelled once payment is successfully completed and the digital item or balance is credited.
Refunds
Refunds are generally not applicable for successfully delivered digital items, including diamonds, wallet recharge, virtual gifts, effects, or other in-app services.
Failed Payments
If money is deducted from the user's bank account, card, UPI, or payment method but diamonds or wallet balance are not credited in the app, the user should contact our support team.
After verification, the issue may be resolved by either:
1. Crediting the correct diamonds/wallet balance to the user's account, or
2. Processing a refund where applicable.
Duplicate Payments
If a duplicate payment is made for the same recharge, the user should contact support with payment details. Verified duplicate payments may be refunded or adjusted by wallet/diamond credit where applicable.
Incorrect Recharge or User Mistake
If a user purchases the wrong diamond pack or uses diamonds/virtual items after purchase, refund may not be available because the item is a digital in-app product.
Refund Processing Time
Approved refunds, if applicable, may take 5 to 7 working days or longer depending on the bank, payment provider, or payment method.
Payment Provider
Payments may be processed through Cashfree Payments or other approved payment providers. Refund timelines may depend on the payment provider and banking partners.
How to Contact Support
For refund, failed payment, duplicate payment, or recharge issues, users can contact us through:
1. App: Profile > Settings > Contact Us
2. Category: Payment/Recharge Issue or Refund Request
3. Email: gaurvinay63@gmail.com
Please include:
- Registered phone number
- Payment date and time
- Amount paid
- Order ID or payment reference ID if available
- Screenshot of payment deduction if available
Contact Details
Business Legal Name: Quality Stone Craft India
App/Brand Name: Hello Dear Live
Email: gaurvinay63@gmail.com
Mobile: 8077085350
Grievance Officer: Vinay Kumar Gaur
Address:
H No. 22, Gopi Vihar, Misha Kalwari,
Vayu Vihar Road, Agra,
Uttar Pradesh, India - 283105