Refund and Cancellation Policy

1.1 General Cancellation Terms:

You may request cancellation of your service request at any time before it moves to the processing stage. Once a service request has moved to the processing stage, cancellation is not allowed.

1.2 When Cancellation is Allowed:

• Before the service request moves to the processing stage
• If the service is unavailable for processing (automatic cancellation)
• In case of technical issues preventing service delivery

1.3 How to Request Cancellation:

To request cancellation of your service (if eligible), please contact our customer support team through:

• Email: support@digikerala.in
• Through your account dashboard (if available)
• Contact us page on our website

2.1 General Refund Terms:

Refunds are processed in accordance with the circumstances outlined in this Policy. All refunds are subject to deduction of applicable transaction fees and platform fees, if any.

2.2 Refund Scenarios:

• Service Unavailable: If the service is unavailable for processing, we will automatically cancel the service and provide a complete refund except for transaction fees and platform fees (if any).
• Technical Issues: In case of technical issues preventing service delivery, refunds will be provided to the original source of payment.
• Automatic Cancellation: When we automatically cancel a service due to unavailability, a complete refund (minus applicable fees) will be processed.

Understanding the processing stages is crucial for cancellation eligibility:

4.1 Service Unavailability:

In the event that a requested service is unavailable for processing, we will automatically cancel the service from our end. This may occur due to:

• Service temporarily unavailable
• Government portal/system unavailability
• Service restrictions or limitations
• Inability to process due to external factors beyond our control

4.2 Automatic Refund Process:

When we automatically cancel a service due to unavailability, the following applies:

• Service will be cancelled automatically from our end
• Complete refund will be provided except for:
  • Transaction fees (payment gateway charges)
  • Platform fees (if applicable)
• You will be notified via email about the cancellation and refund
• Refund will be processed to the original payment method

5.1 Technical Issue Definition:

Technical issues refer to problems that prevent the successful delivery of services, including but not limited to:

• System errors or failures
• Payment processing errors
• Data transmission failures
• Platform or server issues
• Integration failures with third-party systems

5.2 Refund for Technical Issues:

In case of technical issues that prevent service delivery:

• Refund will be provided to the original source of payment
• The refund amount will be the full amount paid, subject to deduction of applicable fees
• You will be notified about the technical issue and refund process
• Refund processing will begin immediately upon identification of the technical issue

6.1 Non-Refundable Fees:

The following fees are not refundable and will be deducted from any refund amount:

6.2 Refund Calculation:

Refund amount = Total amount paid - Transaction fees - Platform fees (if applicable)

7.1 Processing Time:

Refunds are processed within the following timelines:

7.2 Refund Method:

• Refunds are processed to the original source of payment
• For credit/debit cards: Refund appears on your statement within 7-14 business days
• For UPI/Wallet: Refund is credited to your account within 3-7 business days
• For bank transfers: Refund is processed to your bank account within 5-10 business days

If you have any questions, concerns, or need assistance regarding cancellations or refunds, please contact us: