Refund & Return Policy

Last updated: May 9, 2025

Grahak Sahaayata Kendra (“we,” “us,” or “our”) is committed to ensuring your satisfaction with the services you purchase through our platform (https://grahaksahaayatakendra.com/). This Refund & Return Policy outlines when and how you may request refunds or returns, and the process we follow to address them.

1. Scope

1. Services Covered
   • Aadhaar correction
   • PAN card application
   • BBPS (bill payment) services
   • AEPS (banking transactions)
   • GST registration
   • Other government-related services
2. Non-Refundable Items
   • Government fees, statutory charges, and third-party processing fees once paid
   • Partially completed services where updates have already been submitted to authorities
   • Wallet balance is non-refundable.
   • Once the payment is made for services, the amount paid is non-refundable (except as specified below).

1.1. License Fee & Wallet Refund Policy

Important Information:

• License Fee: License fee is refundable subject to our refund policy terms and conditions.
• Wallet Balance: Wallet balance is non-refundable. Once money is added to your wallet, it cannot be refunded. Wallet balance can only be used for availing services on our platform.

Please ensure you understand this policy before making any payments. Wallet top-ups are final and non-refundable.

2. Eligibility for Refund

You may request a refund if:

1. Service Not Rendered – We did not initiate or complete the service within the promised timeframe.
2. Duplicate Purchase – You inadvertently paid for the same service more than once.
3. Erroneous Charge – A billing error occurred on our end.

To initiate a refund request, you must contact us within 15 days of your transaction date.

3. Return of Documents

For services requiring document submission (e.g., physical forms, ID proofs):

• Return Request: If you wish to withdraw your application before processing begins, submit a written request within 7 days of document receipt.
• Return Method: We will return original documents via registered post or a secure courier at our expense.

4. Refund Process

1. Submit Request
   Email us at support@grahaksahaayatakendra.com with:
   • Service name & transaction ID
   • Date of purchase
   • Reason for refund
   • License fee refund requests must include your license number and registration details
2. Verification
   We will acknowledge receipt within 30 business days and may request additional information.
3. Approval & Processing
   Once approved, refunds are processed and credited to your original payment method. Please note: The refund credit process may take up to 120 days (approximately 4 months) from the date of approval. This timeline includes verification, processing, and bank transfer procedures.
4. Refund Timeline
   
   • Request acknowledgment: Within 30 business days
   • Verification & approval: 30-60 business days
   • Credit to your account: Up to 120 days from approval date

   We appreciate your patience during the refund process. You will receive email notifications at each stage of the refund process.

5. Partial Refunds

If a service was partially delivered (e.g., application submitted but not approved), we may issue a pro-rated refund based on the amount of work completed, less any non-refundable fees. Note: License fee refunds are processed as per the refund timeline mentioned in Section 4.

6. Cancellations

• By You: You may cancel a service request before it enters the processing queue. A cancellation fee of 10% of service charges applies to cover administrative costs.
• By Us: We reserve the right to cancel any request due to incomplete documentation or non-compliance. In such cases, full refunds (minus third-party fees) will be issued.

7. Chargebacks

If you dispute a transaction with your bank or payment provider, we may suspend your account until the investigation is resolved. If the chargeback is found invalid, we reserve the right to recover the disputed amount and any associated fees.

8. Contact & Support

For any questions or to initiate a refund/return:

Our support team is available Monday–Saturday, 9 AM to 6 PM (IST).

By using our services, you agree to this Refund & Return Policy. We may update this policy from time to time; any changes will be posted here with a revised "Last updated" date.