Refund & Cancellation Policy

1. When Can You Request a Refund?

A refund may be considered in situations such as:

• Payment was successfully deducted but the service request could not be created.
• Payment was deducted more than once for the same service request.
• The service could not be processed because of a technical failure on our side.
• A service was unavailable after payment and could not be delivered.
• We confirm that the amount was charged incorrectly.
• A refund is otherwise required under applicable law or our service terms.

Refund eligibility depends on the transaction and service status.

2. Successful Service Requests

Once a service request has been successfully processed and the requested result has been delivered, the payment is generally not refundable merely because the user later changes their mind or no longer requires the service.

Before making payment, please verify the service, customer information, and applicable charges. Please check the details carefully before clicking the payment button.

3. Failed Service Requests

If your payment is successful but the requested service fails because of a technical issue, API failure, or another reason for which the service cannot be completed, the transaction will be reviewed.

Where the transaction qualifies for a refund, the applicable amount will be refunded to the original payment source.

4. Payment Deducted but Service Status Is Pending

Sometimes the payment may be successfully deducted from your bank account while the payment or service status is temporarily shown as Pending.

In such cases, please do not make another payment immediately.

Nagrik Seva Point may first reconcile the payment status with the payment gateway and our service system. The service may subsequently:

• Become successful, or
• Be marked as failed and become eligible for refund.

This helps prevent duplicate payments.

5. Duplicate Payments

If you accidentally make multiple successful payments for the same service request, please contact our support team with the relevant transaction details.

After verification, the duplicate transaction may be eligible for a refund. Only the verified duplicate amount will be considered for refund.

6. Cancellation of a Service Request

A service request may be cancelled only where cancellation is technically possible and processing has not already been completed.

Once a service request has been successfully processed or the result has already been generated, cancellation may no longer be possible.

If cancellation is accepted and a refund is applicable, the refund will be processed according to this policy.

7. Refund to Original Payment Source

Approved refunds will generally be processed to the same payment method/source used for the original transaction.

• UPI payment → refund to the applicable original payment route
• Card payment → refund to the applicable card/payment route
• Net banking → refund through the applicable original payment route

We do not normally transfer refunds to a different bank account or payment method.

8. Refund Processing Time

Once Nagrik Seva Point approves and initiates a refund through the payment gateway, it generally takes 5–7 working days for the refunded amount to appear in the customer's bank account or card statement.

The actual time may vary depending on:

• Bank
• Card issuer
• UPI/payment provider
• Payment network
• Payment gateway
• Other financial intermediaries

The 5–7 working day period starts after the refund has actually been initiated, not when the customer first contacts support.

9. Payment Gateway or Bank Reversal

If a payment fails or is automatically reversed by the payment gateway or banking system, Nagrik Seva Point will reconcile the transaction status.

If the payment amount has already been deducted from the customer's account, the reversal/refund will be handled according to the applicable payment gateway and banking process.

10. Refund Request Time Limit

Refund requests should be raised as soon as possible after the relevant transaction or service issue.

For transactions processed through our payment gateway, refund processing may be subject to operational limits. Requests are generally not accepted after 120 days from the transaction date, unless supported by the acquiring banking partner.

Nagrik Seva Point may therefore be unable to process requests raised after the applicable payment-provider or banking window.

11. Non-Refundable Situations

A refund generally will not be provided where:

• The requested service has already been successfully completed.
• Incorrect information was knowingly or negligently submitted by the user and the service was successfully processed.
• The user simply changes their mind after successful service completion.
• The service result has already been delivered.
• The issue is caused by misuse of the platform or violation of our Terms & Conditions.
• A third-party service has successfully completed the requested operation.

This does not limit any refund or consumer rights that cannot legally be excluded.

12. How to Request a Refund

To request a refund or report a payment-related issue, contact Nagrik Seva Point Support. Please provide:

• Service request/reference number
• Payment/order ID
• Date of transaction
• Amount paid
• Registered mobile number or email
• Brief description of the issue

Providing the correct transaction information helps us verify the payment and service status more quickly.

13. Refund Review

Every refund request may be checked against:

• Payment gateway transaction status
• Service request status
• API/service-provider response
• Transaction logs
• Duplicate transaction records
• Other relevant technical information

A refund will be initiated only after the transaction and service status have been verified.

14. Contact Information

If you have a payment issue, refund request, duplicate payment, or service-related problem, please contact our support team.