1.The short version
Lasso coins are non-refundable. We don’t refund unused paid coins or bonus coins, and coins can’t be withdrawn, cashed out or transferred. If you are charged wrongly, we put it right: the charge is reversed as coins, or refunded to your bank or card if the payment never turned into coins.
This policy is part of the Terms of Use. It explains what you pay, when money or coins come back, and how to raise a problem.
2.What coins are
- 1 coin = ₹1 of Lasso services.
- Coins are a closed-system prepaid instrument: they can only be used for services on Lasso.
- Coins never expire, can’t be transferred to another person, and can’t be exchanged for cash.
- Creators’ earnings are separate from coins and are covered by the Creator Agreement.
3.What you pay when you recharge
Before you pay, the app shows the full breakdown:
- the pack price (the number of coins you get, at ₹1 each);
- GST at 18% on the pack price;
- a platform fee. The fee comes from our fee table (it depends on the pack’s price), may differ between packs or offers, and already includes its own GST. It is never added twice; and
- the total you will pay.
Every recharge gets a GST tax invoice, which you can download from your wallet history. The GST split (CGST and SGST, or IGST) depends on the state on your account, so please keep it correct.
4.Bonus coins
- Bonus coins come only as part of a recharge offer; they are not sold on their own. They spend exactly like normal coins and never expire.
- Bonus coins are promotional: they carry no GST and are never refundable, even in cases where paid coins are given back.
- Within each recharge, your paid coins are used before its bonus coins, oldest recharge first.
- If a spend is reversed, the coins go back to the recharge they came from (paid to paid, bonus to bonus).
5.No refunds for unused coins
Once a recharge has been credited, unused coins (paid or bonus) are not refunded, including when you stop using Lasso or close your account. This is shown on the pack screen before you pay and on every invoice. It doesn’t affect the corrections below or any right you have under the Consumer Protection Act, 2019.
6.When we put a charge right
| Situation | What happens | How it comes back |
|---|---|---|
| You paid but coins were never credited (for example the order failed or expired after payment) | The payment is refunded in full | To your original payment method |
| You were charged twice for the same recharge | The extra payment is refunded | To your original payment method |
| Coins were deducted for something that didn’t happen, or more than once, or more than the price shown | The wrong deduction is reversed | As coins, to your Lasso wallet |
| A call failed to connect | Nothing is charged; anything held for it is released | As coins |
| Your booking request is declined, expires, or you cancel it before the creator accepts | The full amount, including the booking fee, comes back | As coins |
| You cancel an accepted booking before it starts | The call amount comes back; the booking fee is kept | As coins |
| The creator cancels an accepted booking | The full amount comes back, including the booking fee | As coins |
| The creator accepts but doesn’t turn up for the slot | The call amount comes back in full; the booking fee is kept | As coins |
| The creator goes offline during a booked call and doesn’t come back before the slot ends | You pay only for the minutes you talked; the unused minutes come back; the booking fee is kept | As coins |
| A booked call was cut short and much less time than booked was delivered, and you report it | The call amount comes back after review; the booking fee is kept | As coins |
| A live session is cancelled or doesn’t happen | Every ticket is refunded | As coins, to each attendee |
| You asked for a seat in a ticketed session and the host doesn’t approve it (declined, the session is full, or not decided before it starts), or you withdraw the request | The amount held for the seat is refunded in full | As coins, to the same balance it came from |
| A host removes you from a paid session | Your ticket is refunded in full | As coins |
| A host cancels a session at least the notice period shown in the app (usually 24 hours) before it starts | The host’s session deposit is refunded | As coins, to the host |
| A circle entry gift isn’t accepted | The gift comes back | As coins |
| A subscription ends and the creator didn’t deliver the minimum minutes promised | The undelivered part comes back, less the service charge shown when you bought it | As coins |
Refunds to your original payment method are started within [REFUND INITIATION DAYS] working days of the problem being confirmed. Your bank or card issuer usually takes another 5–7 working days to show it. Coin reversals appear in your wallet straight away.
7.Calls
- Calls are charged per minute at the creator’s rate shown before you call.
- A very short connection is not charged. After that, each started minute is charged.
- If your coins run out, the call ends; you are never charged more than your balance.
- If a call dropped or you think a charge is wrong, use Report on the transaction in your wallet history. We review the call records and reverse anything charged wrongly.
8.Booked calls (RSVP)
- A booking is paid when you request it: the call amount for the slot plus a booking fee, both shown before you confirm. The money is held until the slot is settled.
- If the creator declines, the request expires, or you cancel before it is accepted, everything comes back as coins.
- If you cancel an accepted booking before it starts, the call amount comes back and the booking fee is kept. An accepted booking can’t be cancelled once it has started.
- If the creator cancels an accepted booking, everything comes back, including the booking fee.
- If the creator accepts but doesn’t turn up, the call amount comes back in full and the booking fee is kept.
- If the creator goes offline during the call and doesn’t come back before the slot ends, you pay only for the minutes you talked (each started minute) and the unused minutes come back. The booking fee is kept. A brief drop that reconnects within a minute doesn’t count.
- Extra time: if the call continues past the booked slot, the extra minutes are charged per minute at the creator’s rate. Subscribers use their included minutes first, then coins. Either of you can end the call at any time.
9.Live sessions and tickets
For attendees
- Tickets are paid when you join a ticketed session. Whenever a session is cancelled or doesn’t happen, every ticket holder gets their coins back.
For hosts: the session deposit
- Every session needs a host deposit, taken in coins when you schedule. The amount and how it is worked out are shown in the app before you confirm.
- Free session: the deposit is the session fee shown in the app, worked out from the session type, the number of seats and the length.
- Ticketed session: the deposit is the fixed deposit shown in the app, worked out from the session type and its length (not the number of seats). Ticketed sessions also have a minimum ticket price per seat set by Lasso, shown when you set the price.
- You cancel early enough: if you cancel at least the notice period shown in the app (usually 24 hours) before the start, the deposit is refunded as coins.
- You cancel later, or the session doesn’t happen: the deposit is kept. Ticket holders are still refunded in full.
- A free session that runs: the deposit is kept as the platform fee.
- A ticketed session that runs: Lasso keeps the larger of the deposit and its share of ticket sales (as shown in the app). If Lasso’s share of ticket sales covers the deposit, the deposit comes back to you and you receive your share of ticket sales. If it doesn’t, Lasso keeps the deposit and you receive all of the ticket sales.
10.Subscriptions
- A subscription has one total price, shown before you buy, for a fixed period and a number of included minutes.
- The amount is held and released to the creator as the subscription is used and when it ends.
- The creator commits to deliver a minimum number of minutes (shown when you subscribe). If the subscription ends without that minimum being delivered, the undelivered part comes back to you as coins, less the service charge shown when you bought it.
- If you cancel, the subscription (and subscriber-only access) ends straight away and there is no refund: the creator has set aside time for you.
11.Gifts
A gift is a payment for a creator’s time and is final once sent. Circle entry gifts sent with a request to join are held, and come back if the request isn’t accepted.
- Gifts in live sessions (audio rooms, AMAs, workshops and game rooms) go to the session’s host and are final once sent, including if the session ends early, is cut short, or you leave.
- Only Lasso can reverse a gift, and only after reviewing a report of misconduct (for example a host asking for gifts in exchange for specific acts or favours). If we reverse a gift, the amount comes back to the sender as coins.
12.Chargebacks
If you dispute a recharge with your bank instead of contacting us, we may pause your wallet while it is investigated. If the bank reverses the payment, the coins from that recharge that haven’t been used are removed. Please contact us first; we can usually fix problems faster.
13.How to raise a problem
- Use Report on the transaction in your wallet history, or open Help & support in the app.
- Tell us what happened, with the date and the amount.
- We acknowledge it within 24 hours and aim to resolve it within 15 days.
If you are not satisfied, contact our Grievance Officer at [GRIEVANCE OFFICER EMAIL] (see Grievance Redressal).