Refund & Cancellation Policy

1. Summary

• Gulel Coins are delivered instantly and are non-refundable once delivered, except in the cases listed below.
• You can cancel a VIP subscription at any time. You keep VIP until the end of the period you have paid for and are not charged again.
• If you were charged but did not get what you paid for, or were charged twice, you get a full refund.
• Purchases made in our iOS or Android app are refunded by Apple or Google under their own policies.
• Nothing in this policy limits any right you have under the consumer law that applies to you.

2. Gulel Coins

Coins are a prepaid, in-app currency for unlocking episodes. They are credited to your account as soon as your payment is confirmed. When you buy coins you ask us to deliver them immediately, so once they are delivered they cannot be returned or exchanged for money. We will refund a coin purchase in full if:

• you were charged but the coins were not credited to your account (or, if you prefer, we will credit them);
• you were charged more than once for the same purchase (we refund the duplicate charge);
• the payment was not made or authorised by you and you tell us promptly; or
• the law that applies to you requires a refund.

If you bought a coin pack by mistake, write to us within 48 hours of the purchase. If none of those coins have been used, we will consider a refund. Coins already spent on an unlock are not refundable, because the episode stays unlocked for you permanently. Bonus coins and coins earned by watching ads have no cash value and are never refunded.

3. VIP subscriptions bought on our website

VIP renews automatically at the end of each billing period (week, month or year) at the price shown when you subscribed, until you cancel. In India you can pay by UPI Autopay, card or netbanking (eNACH). For these, you set up a recurring mandate when you subscribe. For UPI and card mandates, your UPI app or card issuer notifies you at least 24 hours before each renewal debit, and you can cancel the mandate at any time from your UPI app or bank, which stops future renewals.

How to cancel: open the VIP pagewhile signed in and choose “Cancel subscription”. Cancellation takes effect straight away for future renewals. You keep VIP until the end of the period already paid for, and you are not charged again. To avoid the next charge, cancel before your renewal date. You can also email us and we will cancel it for you.

Payments are not refunded for partly used billing periods. You will get a full refund of a VIP charge if:

• you were charged for a renewal after you had cancelled;
• you were charged more than once for the same period;
• you paid but VIP was not activated on your account; or
• the law that applies to you requires a refund.

If a renewal went through that you did not mean to keep, write to us within 48 hours of the charge. If you have not watched any locked episode since the renewal, we will consider a refund and cancel the subscription.

If we change VIP prices, we will tell you before the change applies to you. The new price applies from your next renewal, and you can cancel before then.

4. Purchases in the iOS and Android apps

Coins and VIP bought inside our app are sold and billed by Apple (App Store) or Google (Google Play), and their refund policies apply. We cannot issue these refunds ourselves.

• Apple: request a refund at reportaproblem.apple.com.
• Google Play: request a refund from your Google Play order history. See Google Play's refund policy.
• Subscriptions bought in the app are cancelled in your App Store or Google Play subscription settings. Deleting the app or your Gulel account does not cancel them.

5. Customers in the EU and UK

You normally have 14 days to withdraw from an online purchase.

• Coins are digital content delivered immediately. When you buy them, our checkout asks for your express consent to immediate delivery and your acknowledgement that you then lose the right to withdraw. Once the coins are delivered, the right to withdraw ends.
• VIP: you can withdraw within 14 days of subscribing. You asked for VIP to start straight away, so we refund what you paid minus a proportionate amount for the days you had VIP. To withdraw, email hello@thegulel.comwith the subject “Withdrawal”.

Your statutory rights for faulty digital content or services are not affected.

6. Failed or pending payments

If money left your account but the payment failed, or no coins or VIP were delivered, it is normally returned to you automatically by your bank or the payment provider within 5 to 7 working days. If it is not, write to us with the details below and we will sort it out.

7. How to ask for a refund

Email hello@thegulel.com from the email address or phone number on your Gulel account, and include:

• the date and amount of the payment;
• the payment or transaction ID (for example a Razorpay “pay_…” ID, a UPI reference, or your Stripe receipt); and
• what went wrong.

We acknowledge refund requests within 48 hours and resolve them within one month, usually much sooner. Approved refunds go back to the original payment method within 3 working days of approval. Your bank then usually takes 5 to 7 working days (sometimes up to 10) to show the refund. Refunded coins or VIP are removed from your account.

8. Chargebacks

Please contact us before raising a dispute with your bank; it is usually faster. While a chargeback is open, we may suspend the coins or VIP covered by the disputed payment.

9. Contact and complaints

Questions about this policy: hello@thegulel.com. If you are not happy with how we handled your request, see Grievance Redressal. See also our Terms of Service and Delivery Policy.