Report an Unauthorised Transaction

How billing works

Lena Astrology offers two ways to pay for in-app purchases:

• Google Play's billing system — the default option. Google Play processes the transaction and charges the payment method on file with your Google account.
• Our alternative billing system — offered under Google Play's User Choice Billing, and processed by Razorpay, a licensed payment aggregator regulated by the Reserve Bank of India.

If you're offered a choice at checkout, the option you select determines who processes your payment — and which steps below apply. In neither case does Lena Snappyapps Technologies (OPC) Private Limited itself store your full card, UPI, or other payment credentials.

If you paid via Google Play

Step 1 — Check your Google Play order history

Every purchase made through Google Play's billing system appears in your order history, with the exact date, amount, and order ID.

Step 2 — Report the problem to Google Play

Google Play is the merchant of record for transactions made this way and handles refund requests directly, including for unauthorised transactions.

You'll typically need the order ID from your order history and a brief description of the issue (for example: "I did not make this purchase").

If you paid via our alternative billing system (Razorpay)

Transactions made through the alternative billing option are processed by Razorpay and will not appear in your Google Play order history — they're settled directly with Lena Snappyapps Technologies (OPC) Private Limited through Razorpay's payment infrastructure instead.

Step 1 — Locate your payment confirmation

Check your email for the payment receipt sent by Razorpay or by Lena Astrology at the time of purchase. It will include a Razorpay payment ID, the date, and the amount charged.

Step 2 — Contact us directly

Because we are the merchant for these transactions, contact us first with the dispute:

Please include, where possible:

• The Razorpay payment ID or order ID (from your receipt)
• The date and amount of the transaction
• The email address associated with your Lena Astrology account
• A short description of why the transaction is unauthorised or unrecognised

We aim to acknowledge billing disputes within 3 business days and resolve them within 30 days, in line with our grievance redressal process.

Step 3 — Escalate to Razorpay or your bank if unresolved

If we're unable to resolve the issue to your satisfaction, Razorpay — as the licensed payment aggregator processing the transaction — offers its own customer dispute resolution channel:

You can also raise a chargeback directly with your card issuer, bank, or UPI app for the specific transaction at any point.

If the charge isn't from either billing system

If a transaction appears on your bank or card statement but does not show up in your Google Play order history or match a Razorpay receipt, it likely wasn't made through the Lena Astrology app. In that case, please contact your bank or card issuer directly to dispute the charge — we're not able to look up or reverse transactions that didn't go through one of our two billing systems.

Related pages

• Terms & Conditions — Subscriptions & In-App Purchases
• Privacy Policy