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Refund & Cancellation Policy

Transparent refund terms that protect both you and us

Last Updated: May 15, 2026

1. Overview

At Alena, we strive to provide the best AI-powered mock interview experience. This Refund & Cancellation Policy outlines the conditions under which refunds are issued for our ₹149 interview service.

This policy complies with the Consumer Protection Act, 2019 and ensures fair treatment for all users.

Our Pricing

₹149per interview (one-time payment)

Includes all taxes | No hidden charges | No subscription

2. Refund Eligibility

✅ You ARE Eligible for a Full Refund If:

1. Interview Link Not Delivered Within 24 Hours

If you made a successful payment but did not receive your interview link via email within 24 hours, you can request a full refund.

2. Payment Charged But Service Not Activated

If your payment was deducted from your account but our system failed to activate your interview session due to a technical error on our end.

3. Duplicate Payment by Mistake

If you were accidentally charged twice for the same interview, the duplicate charge will be refunded immediately.

4. Severe Technical Issues on Our End

If our platform experiences a critical technical failure that prevents you from completing the interview (e.g., server downtime, database issues) and you have not yet answered any questions.

❌ You Are NOT Eligible for a Refund If:

1. Interview Already Started or Completed

Once you click your interview link and start answering questions, the service is considered "consumed" and refunds will not be issued.

2. Incomplete Interview (Your Choice)

If you voluntarily exit the interview before completing all 12 questions, no refund will be issued. Your partial results will still be evaluated based on the responses you provided.

3. Dissatisfaction with AI Feedback

AI feedback is subjective and based on algorithms. If you are unhappy with your score or feedback, this does not qualify for a refund. Our AI evaluates responses objectively using proven methodologies.

4. Technical Issues on Your End

Issues such as poor internet connectivity, browser compatibility problems, or device malfunctions are not grounds for a refund. We recommend testing your setup before starting the interview.

5. Change of Mind After Purchase

Digital services are non-returnable once delivered. If you receive your interview link but decide not to use it, no refund will be provided.

6. Sharing Interview Link with Others

Interview links are for personal use only. If you share your link with someone else and they complete the interview, no refund will be issued.

3. How to Request a Refund

If you believe you are eligible for a refund, please follow these steps:

1

Email Us

Send an email to refunds@alena.ai with the subject line "Refund Request"

2

Provide Details

Include the following information:

  • Your full name and email address used for payment
  • RazorPay payment ID or transaction ID
  • Date and time of payment
  • Reason for refund request
  • Screenshots (if applicable)
3

We Review Your Request

Our team will review your request within 48 hours (business days) and respond via email.

4

Refund Processed

If approved, the refund will be processed to your original payment method within 5-7 business days.

4. Refund Processing Timeline

Request Review48 hours
Refund Initiation1-2 business days
Amount Credited to Your Account5-7 business days

Note: The timeline may vary depending on your bank or payment provider. If you don't receive your refund within 10 business days, please contact us.

5. Cancellation Policy

Since Alena is a digital service delivered instantly upon payment:

  • No Cancellation After Payment: Once payment is successful and the interview link is sent, you cannot cancel the service.
  • No Pause or Reschedule: Interview sessions cannot be paused, saved, or rescheduled. You must complete it in one session.
  • Interview Link Validity: Your interview link remains valid indefinitely, but you can only use it once.

6. Partial Refunds

We do not offer partial refunds. Refunds are either granted in full (₹149) or not issued at all, based on the eligibility criteria outlined in Section 2.

7. Fraudulent Refund Claims

We take fraudulent refund requests seriously. If we detect abuse of our refund policy (e.g., requesting a refund after completing the interview), we reserve the right to:

  • Deny the refund request
  • Ban the user from future use of the Service
  • Report the case to relevant authorities if necessary

8. Contact Us for Refunds

If you have questions about our refund policy or need to request a refund, please reach out:

We aim to respond to all refund requests within 48 hours (business days).

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the Service after changes are posted constitutes acceptance of the revised policy.

Important: By completing your payment and using Alena, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy. This policy is part of our broader Terms & Conditions.