Frequently Asked Questions
Find clear answers regarding our live chat sessions, credit system, billing transparency, and platform policies.
1. Credits & Fair Billing
How does the credit deduction work when I start a chat?
Your account balance remains completely untouched when you open a chat room or send an initial consultation request. Credits for the session are deducted strictly in full only after the Advisor responds with their first message. If an advisor is unavailable or fails to reply, zero credits are taken from your account.
How do I purchase credits on D-YA?
You can purchase credits securely at any time by visiting your account dashboard at d-ya.com/my-credits/. Simply select your preferred credit package ($10, $20, $50, $100, or $200) and complete the secure payment via Stripe Checkout. Your credits will be added to your balance automatically upon successful payment.
Can I withdraw my remaining credits into cash?
No. Credits represent internal digital currency units used exclusively for platform chat sessions. They do not constitute real currency outside of D-YA and cannot be withdrawn into bank accounts or converted into cash.
2. Refunds & Technical Support
What is your refund policy?
All credit purchases on D-YA are final and non-refundable under an absolute Strict No-Cash-Refund Policy. We never issue cash refunds, bank payouts, or credit card charge-reversals. However, we offer full technical protection in the form of credit reviews for verified server-side issues.
What if my session gets interrupted by a technical error?
If your session is severely disrupted by a verified server-side failure on D-YA, you can request a technical review by emailing contact@d-ya.com within 48 hours, including a screenshot evidencing the error. If approved, compensation is issued exclusively in platform chat credits that you can use with any advisor of your choice. Note that disconnections caused by local device failures or unstable internet on the client’s end are excluded.
3. Advisors & Guidance Purpose
Are advisors employees of D-YA?
No. Advisors operate as independent contractors and creators. D-YA acts solely as a technical marketplace and software intermediary connecting clients with independent intuitive advisors.
What are the ethical and professional limits of consultations?
All sessions on D-YA are strictly for entertainment, personal development, and spiritual guidance purposes. Services never substitute for professional medical diagnosis, psychological care, legal counsel, or financial advice.
4. Account Management & Security
How can I delete my account?
You can delete your account at any time via your account settings at d-ya.com/account or by contacting support. Important: Prior to deleting your account, ensure your active credit balance is exactly 0 ($0.00). Any remaining credits left upon voluntary deletion are permanently purged and forfeited at your own responsibility.
5. Chat Sessions & Advisor Timers
What happens if the advisor does not reply when I start a chat?
Your account balance remains 100% untouched while you wait. If the advisor does not send their first response within 3 minutes (180 seconds), our automated system (D-YA Guardian) automatically expires the room. Zero credits are deducted, and you are free to choose another advisor.
When exactly does the session timer start and billing take place?
The chat timer and credit deduction start strictly at the exact moment the Advisor replies with their first message. As long as you are waiting for the initial greeting, your credits are completely safe. Once the session is running, it automatically concludes when your purchased package minutes are fully used up.
Do I get any extra time included in my chat session?
Yes! To ensure you never feel rushed during your consultation, our system automatically adds a built-in +3 minute buffer to your selected package duration, giving you extra comfort and peace of mind as your session wraps up.
Can I start a chat with an advisor who is offline?
No. Our platform performs a live security check the moment you request a consultation. If an advisor’s status is not strictly ONLINE in real-time, the system prevents the room from opening to protect your time and prevent pending requests to unavailable advisors.
Still have questions? We are here to help.
Reach out directly to our compliance and support team.
Contact Support Team