# Refunds and Disputes

> Refunds and disputes for Paid Calls are handled in your own Razorpay account under your own policy. Edesy never holds the money. How refunds affect unused paid calls and what to write in your refund policy.

Source: https://edesy.in/docs/paid-calls/payments/refunds-and-disputes

Your callers pay **you**, on your own Razorpay account. Edesy never holds, settles or refunds that money, so refunds and disputes are handled between you, your caller and Razorpay, under the refund policy you show on your page.

## Making a refund

1. Find the payment in your Razorpay dashboard. The Paid Calls payments list shows the caller's number, amount and status to help you match it.
2. Refund it in Razorpay, in full or in part, as your policy says.
3. If the Razorpay webhook is set up (`refund.processed`), the refunded payment no longer lets the caller through, as long as it hasn't been used. See [Connect Razorpay](https://edesy.in/docs/paid-calls/getting-started/connect-razorpay).

A payment that has already been used for an answered call stays used after a refund.

## Your refund policy

Write your policy in the page settings (up to 1,500 characters). Callers see it before paying. If you leave it empty, they see a default line: "If your call isn't answered, your payment stays valid for N hours: just call again", plus your contact if you added one.

The templates start with policies like these, which you should edit:

| Template | Starting policy |
|---|---|
| Astrology / tarot | Readings are for guidance only. If I miss your call, your payment stays valid for another try. If we never connect, you'll get a full refund. |
| Counselling / coaching | If I can't take your call, your payment stays valid for another try. Refunds are given if we're unable to connect. |
| Tutoring | If I miss your call, try again within the validity period. Unused calls can be refunded on request. |
| Expert consultation | Your payment covers one answered call. If we don't connect within the validity period, contact me for a refund. |

## Avoiding disputes

- Say clearly what a package includes: the minutes, and that the call ends when they are used.
- Keep your hours up to date, or turn on **pay only within hours**.
- Ask callers to pay with the mobile they will call from, or turn on [PINs](https://edesy.in/docs/paid-calls/calls/pins).
- Answer missed callers within the validity period, or grant them a call by hand.

Chargebacks and disputes raised with a bank are handled by Razorpay with you, as for any other Razorpay payment.

## FAQ

**Can Edesy refund a caller for me?**
No. Edesy has no access to the money. Refund from your Razorpay dashboard.

**Is talk time refunded if I refund a caller?**
Talk time is what you paid Edesy for answered minutes, so it isn't returned. An unused payment has no talk time.