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CUSTOMER POLICY

Refund & Cancellation Policy

Rules for cancellations, failed payments, duplicate collections and service-stage refunds.

Draft for legal and partner review. This policy is prepared as a commercial website foundation. Where a regulated bank, BBPS, DMT, payment, insurance, forex or other licensed partner is involved, that partner’s applicable terms, KYC/AML requirements and regulatory obligations will prevail.

1. General Rule

Refund eligibility depends on the service stage and the nature of the fee. A request should be raised promptly with the order/payment reference.

2. Professional / Service Fees

If work has not started and no non-recoverable cost has been incurred, cancellation may be considered. Once professional work, document preparation, verification, filing preparation or a provider request has materially started, the earned portion may be non-refundable.

3. Government and Provider Charges

Government fees, statutory fees, stamp duty, gateway charges, token/provider charges and other third-party amounts are refundable only if the relevant authority/provider permits a refund.

4. Failed or Duplicate Payments

Confirmed duplicate collections or failed transactions where funds were actually captured will be reconciled against gateway/bank records. Approved refunds are returned to the original payment method where practicable and remain subject to bank/payment-provider processing time.

5. DMT/BBPS

Refund/reversal handling for live DMT/BBPS transactions will follow the authorised provider’s transaction status, reversal rules, settlement records and complaint SLA. The website will not promise an instant refund where the provider/bank status is pending.

6. How to Request

Submit the order/reference number, payment reference, reason and supporting evidence through the Contact / Grievance page. Final production SLAs and any service-specific exceptions must be aligned with the selected payment and regulated-service partners.