Cancellation & Refund Policy

1. Overview

Some services or complaint categories on the Portal may require payment of an applicable fee, processed through our payment gateway (Razorpay). This policy explains when a payment can be cancelled and how refunds are handled.

2. Cancelling a Payment Before Completion

If you close or cancel the payment checkout before it completes, no amount is deducted from your account. You can retry the payment at any time from the same payment link.

3. Cancelling a Complaint/Service Request

You may request cancellation of a submitted complaint or service request by contacting us before the responsible department has started processing it. Once processing has begun, cancellation may not be possible.

4. Refund Eligibility

• A payment made in error or a duplicate payment is eligible for a full refund.
• A payment for a service request cancelled before processing has begun is eligible for a full refund.
• A payment for a service that has already been processed or fulfilled is generally non-refundable, unless required otherwise by applicable law or departmental policy.

5. How to Request a Refund

To request a refund, contact us with your payment/transaction reference and the reason for the request, using the contact details listed in the Portal. We will review your request and respond within a reasonable time.

6. Refund Processing Time

Approved refunds are processed back to the original payment method via Razorpay. Depending on your bank or payment provider, refunds typically reflect within 5–10 business days of approval.

7. Contact Us

For any cancellation or refund related queries, please contact us using the details listed in the Portal.