What if I was charged by mistake?

Sometimes a charge may look wrong. If it really is a mistake on our side, we put the money back. Here is how to tell, and how to report it.

What counts as a billing error

These are billing errors:

• You were charged for a call that never connected.
• You were charged twice.

You should pay nothing when a call is ringing, when the host declines, when time runs out, or when a call never connects. Charging starts only when you are both connected.

What is not a billing error

If a call did connect and you simply did not enjoy it, that is not a billing error. Connected calls are not refunded. Read why there are no refunds to understand why.

Also remember that you pay per started minute. For example, 61 seconds at ₹5 per minute is 2 minutes, which is ₹10. 3 minutes 20 seconds at ₹10 per minute is 4 minutes, which is ₹40. That is correct billing.

How to report it

Check your wallet history first. It shows each charge with date, duration and amount. Then write to support (@) hellofraands.com with:

1. The call ID
2. The date and time of the call
3. The wrong amount
4. The transaction reference, if it is a top-up problem

A clear report helps us fix it faster.

What happens next

We look at it. If it is a real billing error, the wrong amount is put back in your wallet. It is not a refund. It is just fixing our mistake.

Rohit sees two charges of ₹30 for one 3-minute call. He writes to support with the call ID, the time and the amount. The extra ₹30 goes back to his wallet.

Stay safe

Never send your OTP, UPI PIN, Aadhaar number or card details in your message. We will never ask for them. Not on a call, WhatsApp or email.

If you feel something is unfair, you can also use the grievance page. See the wallet terms for the full rules.