Terms of Use

2. What CertiSetu is, and is not

What we do: check your eligibility, collect and validate your documents, prepare and fill the government application form, file it on the correct portal or at the correct office on your instructions, follow it up, respond to routine departmental queries, and deliver the issued certificate to you digitally and by courier.

What we do not do: issue certificates, approve or reject applications, decide eligibility, expedite a decision, influence any officer, or guarantee an outcome. Those are acts of the competent authority alone.

3. Who can use the service

• You must be 18 or over and capable of entering a contract.
• If the applicant is under 18, a parent or lawful guardian must open the order, give consent and sign the declarations. We will ask for proof of guardianship.
• You may apply for yourself, or for a family member whose written authorisation you hold and can produce on request.
• The certificates we handle are issued to residents of Uttar Pradesh. If you are not eligible on residence grounds, the application will be rejected and the fee is not refundable: check first.

4. Your account and OTP

• Your account is identified by your mobile number and verified by one-time password. Keep your device and OTPs to yourself.
• You are responsible for everything done under your account, including applications submitted and payments made.
• Tell us immediately at [email protected] if you think someone else has used your account.
• We may suspend an account we reasonably believe to be fraudulent, impersonating someone, or in breach of these Terms.

5. What you authorise us to do

By placing an order you authorise CertiSetu, and the personnel we assign to your order, to:

• fetch the documents you have selected from your DigiLocker account, using the consent you give at that step;
• prepare and complete the government application form using the details and documents you have provided;
• apply your electronic signature to the application and its declarations, exactly as you approve them at the review step;
• submit the application, pay any statutory charge out of the fee you have paid us, and receive the acknowledgement and application number on your behalf;
• correspond with the department about your application, and file clarifications or supporting documents you supply; and
• receive the issued certificate and deliver it to you.

This authorisation is limited to the order you placed. It does not let us start a new application, change your details with any authority, or act on any matter you have not asked us to handle. You may revoke it in writing at any time; if you revoke it after filing, we stop acting but the application already filed remains with the department.

6. Your information must be true, and that is on you

You represent that every detail you give us and every document you upload is true, complete, current and genuinely yours to submit. You must tell us promptly if anything changes while the application is pending.

Submitting false information or a forged, altered or borrowed document to a public authority is a criminal offence, and the liability for it rests with the person making the declaration: you. We do not verify the authenticity of your documents beyond obvious checks, and we are not responsible for a rejection, prosecution, penalty or cancellation that follows from information you gave us. If we discover that a document is forged, we will stop work, refuse to file, and may report it as the law requires; no refund is due in that case.

7. Fees, GST and payment

• Each certificate carries a single all-inclusive fee, which includes 18% GST. The current amounts are on the Fees & Charges page and are shown in your order summary before you pay.
• There is no subscription and nothing auto-renews. You pay once per certificate, per order.
• You pay after reviewing the completed form: not before. Nothing is filed until payment succeeds.
• Payment is taken through our payment gateway, Razorpay. We never see or store your card, UPI or net-banking credentials.
• A GST invoice is issued to the mobile number and email on your order.
• We may change our prices. A change applies only to orders placed after it takes effect; the price you saw at checkout is the price you pay.

8. No guarantee of issuance

We will prepare and pursue your application with reasonable care and skill. We do not warrant, and cannot warrant, that a certificate will be issued, that it will be issued within any stated period, or that the department will accept any particular document or declaration. The decision belongs to the competent authority. A rejection, an objection, a request for a field verification or a demand for further documents is a normal part of the process and is not a failure of our service.

9. Timelines

The turnaround shown against each certificate is our working estimate for the government stage, counted in working days from the day we file. It is not a deadline we control or promise. What affects it, how tracking works, and what we do when an application stalls are set out on the Service Timelines & Tracking page.

10. Delivery

When the certificate is issued we notify you, and the digital copy is available to download from your account; the hard copy is sent by courier to the delivery address you gave us. Both are covered by the fee. You are responsible for giving us a correct, complete address and for someone being available to receive the courier; a re-despatch caused by a wrong address or a failed delivery may be charged at cost, and we will tell you the amount before charging it.

11. Cancellation and refunds

You may cancel before we file, and get a full refund. After filing, the fee is not refundable, because the work has been done and the statutory charge has been paid. A rejection by the department is not a refund event. The exceptions (duplicate charges, billing errors, and cases where we failed to file) are set out in full in the Refund & Cancellation Policy, which forms part of these Terms.

12. Acceptable use

You agree not to:

• apply for a certificate you are not eligible for, or in someone else’s name without their authority;
• upload a forged, altered, stolen or borrowed document;
• use the service to impersonate any person or authority, including CertiSetu or a government office;
• attempt to bribe, pressure or improperly influence any official through us;
• scrape, reverse engineer, overload or attempt unauthorised access to the service, or introduce malicious code;
• resell or represent our service as your own, or as a government service, without our written agreement; or
• use the service for any unlawful purpose.

We may investigate suspected breaches and suspend or terminate access, refuse to file, and report the matter where the law requires.

13. Intellectual property

The CertiSetu name, logo, website, software, designs and content belong to CertiSetu or its licensors. You get a limited, personal, revocable right to use the service for your own applications. You keep ownership of your own data and documents, and grant us only the licence needed to provide the service described in section 5.

14. Third-party services

The service depends on systems we do not control: DigiLocker and MeriPehchaan, the Uttar Pradesh e-District platform, our e-signature provider, our payment gateway and our courier partner. Their availability, downtime and terms are theirs, not ours. We are not liable for a delay or failure caused by one of them, though we will tell you when one is holding up your order.

15. Disclaimers

Beyond the specific commitments in these Terms, the service is provided on an “as is” and “as available” basis. We do not warrant that it will be uninterrupted or error-free, or that it will meet a requirement we have not agreed to in writing. Nothing here excludes the duty of reasonable care and skill we owe you, or any right you have under consumer law that cannot be excluded.

16. Limitation of liability

We are liable for loss caused by our own failure to perform the service with reasonable care and skill. Subject to that, and to the extent the law allows:

• we are not liable for indirect or consequential loss (for example a missed admission deadline, a lost scholarship, a lost job offer or a lost tender) arising from a delay or rejection at the government stage;
• our total liability for any order is limited to twice the fee you paid for that order; and
• nothing in this section limits liability for fraud, gross negligence, death or personal injury, or any liability that cannot be limited by law, including your rights under the Consumer Protection Act, 2019.

17. Indemnity

You will indemnify us against claims, penalties and reasonable costs arising from information or documents you gave us that turn out to be false or forged, from an application you had no authority to make, or from your breach of these Terms.

18. Suspension and termination

You may stop using the service at any time. We may suspend or close an account for breach of these Terms, non-payment, suspected fraud, or if we discontinue the service. On closure, we make your records available for download for 30 days and then delete them under the Privacy Policy. Sections 6, 8, 13, 16, 17 and 20 survive termination.

19. Complaints and your consumer rights

Please come to us first. Our Grievance Officer, timelines and escalation routes are on the Grievance Redressal page. Nothing in these Terms takes away your right to approach a Consumer Commission, and you may do so where you live or work; we do not ask you to give that up.

20. Governing law and jurisdiction

These Terms are governed by the laws of India. The courts at Lucknow, Uttar Pradesh have jurisdiction over disputes arising from them. This does not restrict your statutory right as a consumer to file a complaint before the District, State or National Consumer Commission having jurisdiction where you reside or work.

21. Changes

We may update these Terms. Material changes are notified by email, SMS or in the app, and apply to orders placed after they take effect. Your order is governed by the version you accepted when you placed it.

22. General

• Entire agreement: these Terms and the documents they reference are the whole agreement about the service.
• Assignment: you may not assign these Terms; we may, on a merger or sale of assets, with notice to you.
• Severability: if a provision is unenforceable, the rest stands.
• No waiver: not enforcing a provision once does not waive it.
• Notices: we write to the mobile number and email on your order; you can reach us at the addresses on the Grievance Redressal page.
• Force majeure: we are not liable for delay caused by events beyond our reasonable control, including government portal outages, strikes and natural events.
• Language: these Terms are published in English and Hindi. In case of conflict, the English version governs.

23. Fees & Charges

How pricing works

Each certificate carries a single, all-inclusive fee. That fee includes GST at 18%. There is nothing else: no per-document charge, no filing surcharge, no delivery charge, no payment-gateway charge passed to you, and no subscription or renewal of any kind.

Current prices

Applying for more than one certificate in a single order charges each one separately at the price above. Estimates are for the government stage and are not guarantees: see Service Timelines & Tracking.

What the fee covers

• Eligibility check and guidance on which certificate and which supporting documents you need.
• Collection and validation of your documents, including the DigiLocker fetch.
• Preparation and completion of the government application form, and the e-signature step.
• The government application charge, which we pay on your behalf out of this fee.
• Filing on the correct portal or at the correct office, and the acknowledgement and application number.
• Follow-up with the department, and filing your replies to routine queries or objections.
• The digital copy of the certificate by email.
• Courier of the hard copy to your delivery address in India.
• Order tracking, status notifications and support for the life of the application.

What it does not cover

• A fresh application after a rejection. If the department rejects your application, filing again is a new order at the current price. We will tell you whether it is worth re-filing before you spend anything.
• Obtaining a prerequisite document you do not yet have: a Parshad or ward councillor approval, a fresh income certificate needed for an EWS application, a corrected Aadhaar. If we can help with one, we will quote it separately and you decide.
• Re-despatch caused by a wrong or incomplete address, or a courier failure where nobody was available. We charge this at cost and tell you the amount before charging it.
• Corrections to a certificate made necessary by information you gave us incorrectly.
• Any payment to any official. We do not make them and we will not bill you for one.

When you pay

After the form is filled and you have reviewed it, not before. Nothing is filed until your payment succeeds. Your order summary shows the price per certificate and the GST it includes, and that total is what is debited.

Payment methods and the gateway

We accept UPI, cards, net banking and wallets through our payment gateway, Razorpay. Payments are processed on the gateway’s own secure page. We never see or store your card number, CVV, UPI PIN or net-banking credentials. We do not accept payment by any other route: no personal UPI IDs, no direct bank transfers, no cash to an individual.

Failed and duplicate payments

If a payment fails, nothing is filed and nothing is owed; try again from the order page. If money left your account but no order appeared, it is normally reconciled and reversed within 48 hours, and if it is not, write to us and we will refund it. Duplicate charges are refunded in full under the Refund & Cancellation Policy.

Tax and invoice

Prices are shown in Indian rupees and include GST at 18% on our fee. A GST invoice is sent to the email on your order and is available from the order page. If you need the invoice in a business name and GSTIN, add them before you pay: we cannot revise an invoice’s GST particulars afterwards.

Price changes

We may change these prices. A change applies only to orders placed after it takes effect, and the price displayed in your order summary at checkout is the price you pay. Because there is no subscription, there is no renewal at which a new price could be applied to you without your knowing.

Refunds

Cancel before we file and you get everything back. After filing, the fee is not refundable and a rejection by the department is not a refund event. The full position, including duplicate charges and our own failures, is in the Refund & Cancellation Policy.

24. Service Timelines & Tracking

What our estimate means

The figure shown against each certificate is our working estimate of how long the government stage takes: counted in working days, from the day we file to the day the certificate is issued. It excludes Sundays, public holidays and the time you take to give us documents or approve the form.

Our own stage, checking documents, preparing the form and filing, normally takes 1 to 2 working days from a complete document set and successful payment, and we commit to filing within 7 working days or refunding you in full.

What pushes it out

• A field verification. Income, Caste and EWS applications often involve a Lekhpal or officer visiting your address. If nobody is there, the visit is repeated and the clock restarts.
• An objection or query raised on your application, needing a document or clarification from you.
• A missing prerequisite, most commonly a Parshad or ward councillor approval that has not been signed and stamped yet.
• Mismatched details between your Aadhaar, your residence proof and the form. A different spelling or an old address is enough to stall a file.
• Portal downtime on the e-District platform, or a maintenance window.
• Local load. Admission and scholarship seasons produce a backlog at every Tehsil, and holidays, elections and transfers all slow decisions.

How to follow your order

Your order page is the single place to look. Each certificate in an order is tracked separately, with its own application number, its own status and its own estimate: one certificate can be delivered while another is still under verification. The statuses are:

What we tell you, and when

We notify you by SMS, WhatsApp and email at every status change, and immediately when something needs you. A status that has not moved for five working days gets a note from us on the order page saying what we have done about it, so silence never means we have forgotten.

Delivery

• Digital copy: available to download from your order page within 1 working day of issue; we notify you on WhatsApp and SMS when it is ready.
• Hard copy: despatched by courier within 2 working days of issue, typically reaching you in 3 to 7 working days depending on your district. The tracking number appears on your order page.
• Both are covered by the fee. Give us a complete address: a re-despatch after a failed delivery may be charged at cost.

If your application stalls

Past the estimate we escalate inside the department, and record what we did on your order page. If the application is still undecided at double the estimate, you may choose either:

• a free re-filing, where the department advises that a fresh application is the way through; or
• a 50% credit of the fee for that certificate, usable against any future CertiSetu order.

This is a service commitment, not a refund: a government delay is not a refund event under the Refund & Cancellation Policy. If you think the delay is actually ours, say so to the Grievance Officer and it will be looked at as a complaint.

If it is rejected

We pass on the department’s reason in full, tell you plainly whether it is curable, and set out what a fresh application would need. We do not re-file automatically and we do not charge you for advice on whether to try again. A rejection does not entitle you to a refund: see section 3 of the Refund & Cancellation Policy.

25. Government Affiliation Disclaimer

What we are

We are a paid facilitation service. You give us your details and documents; we check eligibility, prepare the government form correctly, file it, chase it, and deliver the result to you. That is the entirety of what we do, and it is what our fee is for.

What we are not

• We do not issue certificates. Only the competent authority does.
• We do not decide your application, or your eligibility for a certificate.
• We cannot expedite a government decision, jump a queue, or influence any officer. We will never claim otherwise, and you should distrust anyone who does.
• We do not have access to any government system beyond the public application channels available to every citizen.
• We are not licensed, empanelled or authorised by any government body to act on its behalf. We act on your behalf, on your authorisation.

You can do this yourself, for less

What you pay us is for our work: getting the form right first time, assembling and validating the document set, filing it, following it up, replying to objections, and delivering both copies to you. If you would rather do that work yourself, you should, and we would rather tell you so plainly than have you feel misled after paying.

Our fee is not a government fee

Our fee is a private service charge that includes 18% GST. It includes the government application charge, which we pay on your behalf out of it, but the bulk of it is ours, for our work. It is not a statutory fee, not fixed by any government, and not a payment to any department or officer. See Fees & Charges.

Names and logos

Where we name a government department, portal, scheme or programme, such as Uttar Pradesh e-District, DigiLocker, Aadhaar or UIDAI, we do so only to describe what we are doing for you and where your application goes. Those names and marks belong to their owners, and their use here does not imply any endorsement of CertiSetu.

Beware of impersonation

Please be careful of anyone claiming to act for CertiSetu. Our staff will never:

• ask you for an OTP, a UPI PIN, a card number, a CVV or your DigiLocker or Aadhaar password;
• ask you to pay outside the CertiSetu checkout: no personal UPI IDs, no bank transfers, no cash to an individual;
• ask for a “speed money” or officer payment to move your file along; or
• promise a guaranteed approval or a specific date of issue.

If you encounter any of this, do not pay. Report it to [email protected] or +91 63877 17312 with whatever detail you have.

Where this statement appears

This disclaimer is part of these Terms, is summarised in the site footer, and is shown again before you pay. If you feel our marketing has ever suggested otherwise, tell us: that is a defect we want to hear about, and the Grievance Officer will treat it as one.