Cancellation & Refund Policy

Last Updated: 17 August 2026

1. OVERVIEW & SCOPE

This Cancellation & Refund Policy governs all monetary transactions, digital coin recharges, subscription plans, virtual gifting activities, and payment disputes executed across the Alpes mobile application and web platform, owned and operated by Alpes Softech Solution ("We", "Us", "Our", "Company").

By accessing the Alpes app, registering an account, purchasing virtual coin packages, subscribing to premium creator passes, or authorizing payment via our banking partner Razorpay, you acknowledge that you have read, understood, and agreed to be legally bound by all provisions set forth in this policy.

2. NATURE OF VIRTUAL COINS & DIGITAL GOODS

Alpes provides an interactive social communication suite featuring high-definition live video calls, real-time voice chat rooms, direct messaging, and virtual content tipping. All digital items offered on the platform—including virtual coins, tokens, VIP badges, and animated gifts—are classified as non-physical digital services rendered immediately upon wallet credit.

• Immediate Virtual Delivery: Once payment confirmation is received from Razorpay or associated payment gateways, virtual coins are credited directly to your Alpes account balance.
• Irrevocability of Virtual Gifting: Virtual coins or gifts sent to room hosts or other users during live video calls or audio sessions represent instant tipping and community support. All such transfers are final, non-reversible, and non-refundable once executed.
• No Monetary Conversion: Virtual coins in user accounts are non-currency items designed solely for platform engagement. Standard user coins carry no real-world monetary redemption value and cannot be withdrawn as cash or transferred off-platform.

3. SUBSCRIPTION CANCELLATION TERMS

Alpes offers optional recurring subscription passes (e.g., Weekly VIP, Monthly Creator Pass, Premium Host Status). Subscriptions renew automatically at the conclusion of each billing cycle unless explicitly canceled by the subscriber.

• Cancellation Procedure: You may cancel auto-renewal at any time prior to the next billing date via your Account Profile inside the Alpes App or through your Google Play / Apple App Store account subscription management setting.
• Continuity of Access: Upon cancellation, your subscription remains fully functional until the end of the paid billing period. No future auto-renewal charges will occur.
• Partial Billing Exclusions: Alpes does not provide partial or pro-rata refunds for remaining unused days in an active billing period following subscription cancellation.

4. FAILED TRANSACTIONS & TECHNICAL DELAYS

While all transactions processed through Razorpay utilize bank-grade encryption and real-time reconciliation, network errors, bank server outages, or gateway timeouts may occasionally result in payment debits without immediate coin wallet updates.

How to Submit a Failed Transaction Claim:

1. Send an email to support@alpesapp.com within 7 calendar days of the transaction date.
2. Provide your registered Alpes User ID, Mobile Number, Transaction Amount, Razorpay Order/Payment ID, and Bank UTR screenshot.
3. Our financial audit team will cross-verify logs with Razorpay and issue resolution within 24 to 48 business hours.

5. ACCOUNT SECURITY & UNAUTHORIZED PURCHASES

Users are solely responsible for maintaining the confidentiality of their mobile credentials, account OTPs, payment passcodes, and device access locks.

• Family or Minor Access: Purchases made by family members, friends, or minors using a logged-in device or shared payment credentials do not qualify for a refund.
• Account Security Obligations: Please ensure biometrics or PIN authentication is enabled for all Google Play, App Store, or UPI payment apps on your device.

6. PROMOTIONAL COINS & FREE REWARDS

Alpes may grant complimentary promotional coins, daily login rewards, spin wheel bonuses, or referral incentives. Promotional coins hold zero monetary cash value, cannot be refunded, exchanged, or transferred, and may expire in accordance with specific campaign rules.

7. HOST SETTLEMENT ADJUSTMENTS

In the event a user transaction is refunded due to a verified duplicate billing glitch or fraudulent activity, Alpes Softech Solution reserves the right to deduct corresponding virtual diamond points or payout balances credited to receiving host accounts resulting from the disputed transaction.

8. REFUND ELIGIBILITY MATRIX

9. REFUND PROCESSING & TIMELINES

Approved refunds are processed through Razorpay directly back to the original source payment instrument (UPI, Debit/Credit Card, Net Banking, or Wallet).

• Audit Window: Technical verification requires up to 48 business hours.
• Bank Credit Timeline: Once sanctioned, refunds reflect in your bank account within 5 to 7 business days.
• Reference Tracking: Razorpay Refund ARN numbers will be emailed for bank verification.

10. CHARGEBACKS & PAYMENT DISPUTES

11. SERVICE INTERRUPTIONS & NETWORK ISSUES

Alpes is not liable for call drops or call quality degradation caused by local cellular carrier outages, device hardware failure, or internet latency on the user's end. Scheduled server upgrades announced in advance do not constitute grounds for monetary compensation.