Refund & Cancellation Policy

1. What You Are Paying For

ShasanSeva charges a service fee for professional assistance — document verification, application preparation, submission support, and status tracking. This fee is separate from any government fee and is not a payment for the scheme benefit itself.

2. Cancellation

You may request cancellation of an application at any time before our team begins processing it:

• Before processing begins — if your application is still in the Paid stage and no officer has picked it up, you can request a cancellation with a full refund.
• After processing begins — once your application moves to In Progress, our team has started verifying documents and preparing your submission. Cancellations at this stage are not eligible for a refund.
• After submission — applications that have been submitted to the government authority cannot be cancelled.

To request a cancellation, contact us with your Application ID using any of the channels in section 6. You can find the ID and current status on your My Applications page.

3. Refund Eligibility

You are eligible for a refund in the following cases:

• Duplicate payment — you were charged more than once for the same application. The duplicate amount is refunded in full.
• System error — we are unable to submit your application because of a technical failure on our side.
• Service not delivered — we do not process your application within the stated timeline and you choose not to continue.
• Cancellation before processing — as described in section 2.
• Payment deducted, order not created — money left your account but no application was created. This is refunded in full.

4. Non-Refundable Cases

Refunds are not available in the following situations:

• Your application is rejected by the government authority — our assistance service was still delivered.
• You are found ineligible for the scheme based on information you provided.
• The application failed because you submitted incorrect, incomplete, or forged documents.
• You did not respond to our verification requests, causing the application to lapse.
• Delays caused by government processing timelines, which are outside our control.
• The application has already been completed.

5. Refund Timeline

• Request window: refund requests must be raised within 7 days of payment.
• Review: we review and respond to every request within 3 working days.
• Processing: approved refunds are initiated within 5 working days of approval.
• Credit to your account: once initiated, the amount reaches your original payment method in 5–7 working days, depending on your bank or card issuer.

6. How to Request a Refund

Send us your request with the details below and we will confirm receipt within one working day:

• Your Application ID (from the My Applications page)
• The payment reference or transaction ID
• A short description of the reason for your request

7. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate it by replying to our decision email. We will review the case again and respond within 7 working days.

This policy forms part of our Terms of Service and is governed by the laws of India, subject to the exclusive jurisdiction of courts in Maharashtra, India.