Refund Policy

1. Introduction

This document is an electronic record in terms of the Information Technology Act, 2000 and rules thereunder as applicable and amended from time to time, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. This electronic record is generated by an electronic system and does not require any physical or digital signatures.

M/s. Jaikalki Technology Private Limited ("Company," "we," "us," or "our") operates https://gurutvapay.com ("Platform"), a payment processing service provider. We are committed to safeguarding the privacy of our users ("User," "you," or "your"). This Privacy Policy outlines how we collect, use, disclose, and protect your personal information. By accessing or using our Platform, you consent to the practices described in this policy.

2. Refund Policy

1. General Refund Conditions
Amounts paid through our Platform are generally non-refundable. However, refunds may be considered under the following circumstances:

• Multiple Payments: If your account is debited multiple times due to a technical error, the excess amount, excluding payment gateway charges, will be refunded.
• Failed Transactions: If a payment is debited from your account but the transaction is unsuccessful due to a technical error, a full refund will be processed.

3. Refund Request Procedure

To request a refund, please follow these steps:

1. Application Submission: Submit a written application for a refund, including the transaction number and original payment receipt.
   
2. Contact Information: Send the application to our support team at support@gurutvapay.com
3. Processing Time: Upon receipt, we will manually verify the claim. If valid, the excess amount will be refunded electronically within 21 calendar days. It may take an additional 3-21 days for the refunded amount to reflect in your bank account, depending on your bank's policies.

4. Chargebacks and Disputes

A chargeback refers to a transaction that is returned to the User or acquiring bank for a refund due to reasons such as:

• Product/Service Issues: The product or service was not as promised, defective, or unsatisfactory.
• Unauthorized Transactions: Payments made without the User's authorization.
• Technical Errors: Errors leading to unsuccessful transactions or incorrect charges.

In the event of a chargeback:

• Notification: Inform your bank and our support team immediately, providing all required information.
• Resolution: We will work with you and the acquiring bank to resolve the issue. However, we cannot guarantee the retraction of the payment.

5. Grievance Redressal Mechanism

1. Objective

• We aim to resolve User grievances promptly and effectively, ensuring a fair and transparent process.

2. Lodging a Grievance

If you have a concern, dispute, or complaint regarding our services:

• Contact Support: Reach out to our customer support team via support@gurutvapay.com
• Required Information: Provide relevant documentation and information to facilitate verification and investigation.

3. Grievance Handling Process

• Acknowledgment: We will acknowledge receipt of your grievance within 2 business days.
• Investigation: Our team will investigate the issue, which may involve reviewing transaction records and liaising with third-party service providers.
• Resolution: We aim to resolve grievances within 15 business days. You will be informed of the resolution via your registered contact details.

6. Failed Transactions

A 'Failed Transaction' is one that has not been completed due to reasons not attributable to the User, such as communication failures or session timeouts. In such cases:

• Automatic Reversal: The transaction amount will be automatically refunded to your account within 7-21 business days as per the refund policy of our banking partners/service providers.
• Contact Support: If the refund is not processed within the stipulated time, contact our support team for assistance at support@gurutvapay.com
  

7. User Responsibilities

To ensure a smooth grievance redressal process, Users are expected to:
• Provide Accurate Information: Furnish accurate and up-to-date information when lodging a grievance.
• Cooperate Fully: Comply with requests for additional information or documentation during the investigation process.

8. No Charges for Grievance Filing

Users will not be charged any fee for filing a grievance or for the resolution process.

9. Updates to This Policy

We may update this Refund and Grievance Redressal Policy from time to time. Users will be notified of any significant changes, and continued use of the Platform after such changes constitutes acceptance of the new policy.

10. Contact Information

For any questions or concerns regarding this policy, please contact us at:

• contact@gurutvapay.com
• Address: Sh N B1/A Grd Flr Mahavir Ngr, Deepak Hospital, Mira Road, Thane, Maharashtra