Refund Policy

1. When Are You Entitled to a Full Refund?

A 100% refund is initiated under the following circumstances:

• Timely Client Cancellation: Cancellation submitted more than 24 hours prior to the scheduled session.
• Companion No-Show: If the verified partner fails to arrive or does not respond within 20 minutes of the scheduled appointment.
• Partner Cancellation: The companion cancels the confirmed booking at any time before the session starts.
• Technical Duplicate Charges: If your bank account was debited multiple times due to a network glitch during payment checkout.
• Misrepresentation / Identity Mismatch: If the person attending does not match the verified profile photo or government identification on record.

2. When Are Refunds Not Applicable?

Refunds will not be issued in the following scenarios:

• Completed Sessions: Once the companion assistance session has been concluded and verified without real-time objection.
• Client Late Cancellations: Notice given less than 4 hours before the session (in accordance with our Cancellation Policy, to compensate the companion for reserved time and transit).
• Violation of Non-Romantic Policy: If a session is terminated prematurely because the client engaged in harassment, made romantic/sexual solicitations, or behaved in an abusive manner.
• Off-Platform Cash Deals: TRUSOF accepts zero financial liability for cash or personal UPI transfers transacted privately between users outside our official gateway.

3. Partner Membership Plan Refunds

For individuals joining as CoPartners (Providers):

• Police / Verification Rejection: If your profile is rejected by our compliance department during police screening or government ID verification, your membership subscription fee is refunded in full (100%) within 48 hours.
• Approved Active Partners: Once your profile passes verification and becomes active on the public catalogue, membership fees are non-refundable as background screening and infrastructure costs have already been incurred.

4. Dispute Resolution Process

If you experienced poor service, companion delay, or an incomplete session:

1. Raise a grievance within 24 hours of the session via your Dashboard or by emailing [email protected] with your Booking ID (e.g. BK-TRU-XXXX).
2. Our safety and auditing team reviews the GPS check-ins, app communication logs, and partner reports.
3. An equitable resolution (full refund, partial refund, or wallet compensation credit) is issued within 24 to 48 hours.

5. Corporate Details & Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021: