Refund & Cancellation Policy
When you can cancel, when you get your money back, and the one case people most often expect a refund for and do not get. This policy forms part of our Terms of Use.
1. How our fee works
You pay a single fee per certificate, plus 18% GST, once, after you have reviewed the completed form and before we file. There is no subscription and nothing renews. The fee covers our work, the government application charge, the digital copy in your account and courier of the hard copy.
The fee buys the filing and the follow-up, not the certificate. That distinction decides almost every refund question below.
2. The moment that matters: filing
Refund position by order status
| Order status | If you cancel |
|---|---|
| Payment received · Documents under check · Form being prepared · Awaiting your approval | Full refund of fee and GST |
| Submitted to department (application number issued) | No refund, except in the cases in section 4 |
| Under verification · Objection raised · Approved · Delivered | No refund, except in the cases in section 4 |
In an order with more than one certificate, each certificate is treated separately and refunded on its own status: the way an e-commerce order splits into separately tracked shipments.
3. What is not refundable
These are not refund events, because the service you paid for was performed:
- The department rejected your application. This is the most common refund request we receive, and the answer is no. We filed, followed up and reported the outcome; the decision was the authority’s. Where the rejection is curable, we will tell you what is needed and what a fresh application would cost.
- The information or documents you gave us were wrong, incomplete, expired or forged, and the application failed as a result.
- You were not eligible: for example, family income above the EWS limit of ₹8,00,000 a year, or residence outside Uttar Pradesh.
- You changed your mind after filing, or obtained the certificate through another route in the meantime.
- You did not respond to our requests for a missing document, a clarification or an objection reply after three reminders across at least seven days.
- You did not attend a field verification the department required, or were unavailable at the address given.
- The certificate was issued but you are unhappy with its content where the content reflects what you declared.
- Delay at the government stage. The turnaround shown is an estimate for a process we do not control. See section 5 for what we do instead.
4. What is refundable
You are entitled to a refund in these cases, and you do not need to argue for it:
- Cancellation before filing: full refund of fee and GST, no questions and no deduction.
- Duplicate payment: you were charged twice for the same certificate. We refund the duplicate in full.
- Billing error: you were charged more than the price shown at checkout. We refund the difference.
- We did not file: we were unable to submit your application within 7 working days of receiving your payment and a complete document set, for a reason attributable to us. Full refund.
- We filed the wrong thing: we submitted a certificate you did not order, or filed with a material error we introduced and could not correct. Full refund of that certificate, and we re-file the correct one at our cost.
- Payment succeeded but no order was created: money left your account and no order appeared. Full refund; usually reconciled automatically within 48 hours.
- Undeliverable outcome: the certificate was issued but we failed to deliver either copy to you within 15 working days. We refund the courier component and re-despatch at our cost.
Outside these cases we may still grant a refund or a credit at our discretion, particularly where the fault is arguably ours. Asking costs nothing.
5. When the government stage runs long
A delay is not refundable, but it is not something we leave alone either. Past the estimated turnaround we escalate within the department, keep your order page updated with what we have done, and, if the application is stuck beyond double the estimate, you may choose either a free re-filing if the department advises a fresh application, or a 50% credit of the fee against any future CertiSetu order. The detail is on the Service Timelines & Tracking page.
6. How to ask for a refund
- Before filing: cancel from the order page. The refund is raised automatically.
- Any other case: write to [email protected] or call +91 63877 17312 with your order number, the certificate concerned and what went wrong.
- Please raise duplicate-charge and billing-error requests within 30 days of the charge, so the gateway can still trace the transaction.
- We acknowledge within 48 hours and decide within 7 working days. If we decline, we tell you which clause of this policy applies and how to escalate.
7. How the money comes back
- Refunds go to the original payment method through Razorpay. We cannot redirect a refund to a different card, account or UPI ID.
- Once we approve it, the money typically reaches you in 5 to 10 working days, depending on your bank or card issuer.
- GST charged on a refunded fee is refunded with it, and we issue a credit note.
- We do not deduct a cancellation or processing charge from a refund owed under section 4.
8. Chargebacks
If something looks wrong on your statement, please contact us before raising a chargeback with your bank. We can usually settle it faster. Raising a chargeback while an order is live may pause work on it until the bank concludes its enquiry, and a chargeback recovered on an application we have already filed and paid the statutory charge for may be recovered from you.
9. Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law that cannot be excluded by agreement. If you are not satisfied with our decision, the escalation routes, including the National Consumer Helpline and the Consumer Commissions, are on the Grievance Redressal page.
10. Changes and contact
We may update this policy; a change applies to orders placed after it takes effect. Your order is governed by the version in force when you paid. Questions: [email protected].
