Cancellation & Refund Policy
Last updated: November 2026
1. Escrow Protection
At Lexo, all consultation fees (both per-minute pre-authorizations and scheduled fixed fees) are held in a secure platform escrow. Money is only released to the advocate after the consultation concludes and the 24-hour dispute window has lapsed without contention.
2. Scheduled Consultation Cancellation Matrix
| Event / Timing | Client Refund | Lawyer Payout |
|---|---|---|
| Client cancels > 24 hours before start | 100% Wallet Credit | 0% |
| Client cancels 2 to 24 hours before start | 50% Wallet Credit | 50% Compensatory Fee |
| Client cancels < 2 hours or No-Show | 0% | 100% Reserved Fee |
| Lawyer cancels or No-Show (>10 min late) | 100% Full Refund | 0% + Strike Applied |
3. Instant Pay-Per-Minute Consultations
For instant sessions ("Chat Now" or "Call Now"), billing strictly meters actual elapsed minutes. If a technical drop or disconnect occurs before 60 seconds, no fee is charged. The 5-minute pre-authorized hold is settled immediately upon hang-up; unused balance is refunded to your Lexo wallet in real time.
4. Raising a Dispute
If you encounter an issue during a consultation (e.g. unprofessional conduct, unaddressed matter, connection unviability), you can raise a dispute directly from your session summary or consultation history within 24 hours. Disputes freeze escrow release until Lexo admin review concludes.
5. Processing Time
Approved refunds to your Lexo Wallet reflect immediately. If you request a payout back to your original payment source (UPI/Card/Netbanking), processing takes 3–5 business days depending on your issuing bank.
6. Contact Grievance Officer
For dispute appeals or questions regarding refunds, write to support@lexo.in.